Challock Parish Council Statement: Water Supply Interruptions

by
Challock Parish Council Statement: Water Supply Interruptions
1st November 2025
Challock Parish Council has formally raised a complaint with South East Water regarding the ongoing and frequent water supply interruptions affecting households, businesses, and services in Challock.
Since January 2025, there have been ten separate water supply interruptions recorded by residents:
  • 15 January 2025
  • 15 February 2025
  • 13 June 2025
  • 14 June 2025
  • 29 August 2025
  • 5 October 2025
  • 15 October 2025
  • 20 October 2025
  • 26 October 2025
  • 27 October 2025
These repeated disruptions, many of which occurred with little or no advance notice, have caused serious inconvenience to households, schools, farms, and local businesses. They have also raised wider concerns about infrastructure reliability and emergency communication within our rural community.
In response, the Parish Council has submitted a formal complaint to South East Water, citing the relevant legislation and customer rights under:
  • Water Industry Act 1991
  • Water Act 2014
  • Water Industry (Standards of Performance) Regulations 2017 / Guaranteed Standards Scheme (GSS)
  • Consumer Rights Act 2015
  • Defra’s Rural Statement (2012) and Ofwat’s guidance on rural service standards
  • Consumer Council for Water (CCW)
The complaint requests:
  1. A full written explanation from South East Water for the repeated interruptions;
  2. Details of immediate and long-term measures to prevent further disruptions;
  3. Confirmation of compensation under the Guaranteed Standards Scheme;
  4. Improved communication and contingency planning for rural customers.
Copies of the complaint have also been sent to:
  • Katie Lamb MP, Member of Parliament for the Weald of Kent
  • Mr Larry Krause, Borough Councillor
  • Mr Jeremy Eustace, County Councillor for Kent
We have asked for a formal response within 10 working days, in line with  complaint-handling standards.
The Parish Council will continue to monitor the situation closely and will update residents once a response is received.
Residents who have been affected by the water cuts are encouraged to:
  • Complain directly to South East Water via your online account, or via their website:  www.southeastwater.co.uk or Customer Service line (0333 000 0001)
  • Keep a record of dates and times of outages
  • Submit individual claims for compensation under the Guaranteed Standards Scheme.
For further updates, please visit the Challock Parish Council website or contact the Parish Clerk at clerk@challockparishcouncil.gov.uk
Challock Parish Council
“Working for our rural community.”