Residents and business owners in Tunbridge Wells and the surrounding areas of Kent and East Sussex have spent the past week grappling with a water crisis that has upended daily life, threatened public health, and left the community frustrated with South East Water’s (SEW) handling of the situation. The incident, which began on Saturday evening, December 1, 2025, was triggered by a faulty batch of chemicals at the Pembury Water Treatment Works, resulting in the loss of water or low pressure for approximately 24,000 homes and businesses.
According to BBC and Sky News, the affected areas included not only Tunbridge Wells but also Pembury, Frant, and Eridge, with the disruption quickly escalating into a major public health concern. By Wednesday, December 3, SEW reported that water supplies were being restored to most properties, but a “boil water notice” was issued, warning residents that the water was not safe to drink unless boiled first. This advisory, set to last a minimum of 10 days, covers 10 postcode areas, including TN1 1, TN1 2, TN2 3, TN2 4, TN2 5, TN3 9, TN4 0, TN4 8, TN4 9, and TN11 0.
Dr. Neil Hudson, SEW’s head of water quality, addressed the ongoing difficulties, stating, “We regularly test our network to make sure the water we provide is safe for you to drink. After recharging our network in Tunbridge Wells and the surrounding areas slowly, we have seen a recurrence of the water quality issues that caused the initial shutdown of our water treatment works in Pembury. Because of this, we are currently unable to produce drinking water from the Pembury treatment works that meets the strict regulatory standards required for consumption.” He acknowledged the disruption to basic public health functions, adding, “We understand many customers have been without water for a number of days, causing issues with basic public health functions such as flushing the toilet or showering.”
SEW’s response has included opening bottled water stations at key locations across Tunbridge Wells, such as the Sports Centre on St John’s Road and the Odeon car park, with these stations remaining open until late evening. Despite these efforts, many residents expressed anger and disappointment over what they perceived as poor communication and missed deadlines. One resident, Darren Carpenter, shared with Sky News that he was “angry” with SEW over “broken promises,” though he noted a sense of hope from seeing neighbors rally together.
Businesses have borne the brunt of the crisis, with some forced to close for days and others reporting staggering financial losses. Alex Gregg, owner of Fuggles Beer Cafe, told the BBC he had to throw away 100 litres (175 pints) of beer due to the disruption and estimated losses between £6,000 and £7,000. Birkan Koca, owner of Eggs Eleven, described the situation as a “shambles,” saying his business had lost at least £15,000, warning, “If we lose the weekend, it will be at least £20,000.” The chief executive of the Royal Tunbridge Wells Together Business Improvement District estimated that collective losses for local businesses could run into the tens of millions of pounds.
For some, the situation has been even more dire. Barbara Piercy, a resident with a serious immune condition, explained, “I’m too ill to go and get water plus I need access to a toilet every 10 to 15 minutes because I’ve had to stop taking my medication. I’m worried about the contents of the water supply and the effect it could have on the drugs I’m taking.”
Local officials and politicians have not held back in their criticism of SEW. Tunbridge Wells MP Mike Martin called the crisis a “total failure of leadership” and demanded the resignation of SEW’s chief executive, Dave Hinton. In an open letter to Water Minister Emma Hardy, Martin requested £18.5 million in immediate “Covid-style” business continuity and recovery support for affected firms, arguing that insurance claims alone would not suffice and that many businesses risked going under without urgent government intervention.
Prime Minister Keir Starmer weighed in during Prime Minister’s Questions, describing the situation as “shocking” and acknowledging its “serious consequences.” He emphasized the need for decisive action, while Liberal Democrat leader Sir Ed Davey called for a Cobra meeting to address the crisis at the national level.
The Consumer Council for Water (CCW), an independent body representing water consumers, has called for a thorough investigation into the incident. CCW chief executive Mike Keil stated, “While we understand this is a complex incident, there should be a thorough investigation into how it has been handled, and we want to be involved from the outset. Customers in and around Tunbridge Wells have seen their water bills rise significantly this year, and they expect to see the service improve—not get worse.”
Amid mounting criticism, SEW’s top leadership has remained notably absent from public scrutiny. BBC Radio Kent reporters attempted to interview CEO David Hinton but were told he would not be available “anytime soon.” This lack of direct communication has only fueled public frustration, with one resident commenting, “The level of communication has been appalling from day one with missed deadlines.”
The impact on daily life has been profound. Residents have had to boil water for drinking, cooking, cleaning kitchen counters, washing up, and brushing teeth. The NHS and Kent Community Health NHS Foundation Trust have issued special guidance for parents, advising them not to use tap water to bathe babies or children and to use bottled water instead. The Trust’s spokesperson explained, “Parents prepping baby formula for their young children are once again advised to boil the tap water first in order to sterilise it and make it safe.”
For care homes and vulnerable residents, the challenge has been particularly acute. Jason Denny, care manager at Milward House care home, reported that while water returned late Wednesday, “the water pressure is so low residents can’t have showers or baths.” The home has relied on bottled water deliveries, using about 5,000 litres per day to maintain essential hygiene.
SEW has stated that the water is “chemically safe,” but due to a potential fault in the final disinfection process, customers must continue to boil it before drinking or cooking. The company’s spokesperson apologized for the disruption, saying, “We are extremely sorry to customers in Tunbridge Wells and the surrounding areas who continue to be affected by no water or low pressure.”
Customers are eligible for compensation under Ofwat guidelines, with payments for low water pressure and supply failures. However, many residents remain skeptical about whether this will truly make up for the inconvenience and financial hardship endured.
As the community waits for the boil water notice to be lifted—a process that could stretch beyond the promised 10 days—frustration, uncertainty, and calls for accountability continue to mount. For now, Tunbridge Wells must adapt to a new, if temporary, normal: boiling every drop and hoping the taps soon run clear and safe once again.
