“There was an assumption by South East Water that everyone can drive to water stations": Tunbridge Wells crisis continues
It's been a week since Tunbridge Wells lost water, with disruption continuing to affect thousands of households and businesses.
Kent County Councillor Martin Brice criticised South East Water's handling of the emergency, calling for significant improvements in future planning.
Councillor Brice, who spent his seventy-second birthday cycling around the town to ensure residents had access to bottled water, highlighted the struggles of those who are unable to reach distribution points. “There was an assumption by South East Water that everyone has a car and can drive to water stations. But 25% of people living in central Tunbridge Wells don’t have cars," he said.
In response, the borough council has established a new water station at the Amelia Scott to assist residents without vehicles.
Bottled water stations remain open at additional locations, including Tunbridge Wells Sports Centre, Odeon Cinema car park, and the B&M Store with Garden Centre.
South East Water has restored water to thousands of properties, but a boil notice remains in effect. Water is chemically safe for flushing toilets or showering but must be boiled before drinking or cooking.
Concerns over emergency planning and communication
Brice expressed deep dissatisfaction with South East Water’s response to the crisis. “We know this happened three years ago, yet there appears to have been very little emergency planning done since. For example, the first bottled water station was set up five miles away, and early advice on postcodes was inaccurate until recently updated,” he said.
He commended the dedication of staff working at bottled water stations but criticised the absence of basic facilities for them. “These staff are standing in the freezing cold all day without toilet facilities or somewhere to sit down. South East Water could certainly do more to look after its team.”
Community impact and call for compensation
Brice noted that while most people in Tunbridge Wells now have water, many businesses continue to suffer. “My heart goes out to them. This has hit at such an important time of the year,” he said, referencing the holiday season, which is typically one of the busiest and most profitable periods for local businesses.
Brice acknowledged the leadership of Tunbridge Wells MP Mike Martin, who has called for government compensation for businesses impacted by the outage, similar to Covid-related support. Brice also shared his sympathy for businesses that have remained open but are losing customers who mistakenly assume they are closed.
“The George and Sankeys on Mount Ephraim, for example, have had water the whole time and stayed open, yet people haven’t been going because they think the entire town is closed,” Brice added.
A look ahead to Christmas
Despite the struggles, Brice remains optimistic about the festive season in Tunbridge Wells. “We hope this will all be sorted by Christmas. The pantomime and ice rink are going ahead and bringing thousands of people into town,” he said, while donning his Christmas jumper as a gesture of positivity.
South East Water has apologised to affected customers and pledged to restore drinking water for all properties within eight days. In the meantime, residents are encouraged to check the South East Water website for updates and guidance, including bottled water sites and boil notice precautions.
Brice further urged South East Water to reconsider its emergency response planning for future incidents. “These crisis measures should have been prepared years ago—there simply wasn’t enough foresight or coordination,” he concluded.
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