A Water Supply Crisis Impacts 23,000 Customers in Tunbridge Wells
A serious disruption at Pembury’s water treatment works has left about 23,000 customers without water or facing very low pressure in the Tunbridge Wells area, and officials say the issue will continue through the night. South East Water (SEW) apologized to affected residents on Saturday after the failure, which was traced to a malfunction caused by a bad batch of coagulant chemical.
SEW initially estimated a resolution by early Sunday, then revised the forecast to 06:00 GMT on Monday as engineers worked to restore supply. Matthew Dean, SEW’s head of operations control, explained that Pembury Water Treatment Works ceased operating due to the problematic chemical batch, with a fresh batch arriving on Sunday to support remediation efforts.
Marc Sims, SEW’s incident manager, confirmed the scale of the disruption: around 23,000 customers were affected by low pressure or no water, down from roughly 24,000 earlier in the day. He noted that about 1,150 properties in the Pembury area had been brought back into supply through rebalancing and tankering, and that water was being redirected and quality-tested to streamline the site’s return to normal operation.
To support residents, three bottled water stations were established in Tunbridge Wells at Tunbridge Wells Sports Centre, Odeon Cinema on Knights Way, and the RCP Parking area. These stations were slated to operate until 22:30 on Sunday. One site, Sovereign Way, was temporarily closed due to Tonbridge’s winter festival.
SEW’s customer care team and partner Water Direct have delivered bottled water to more than 2,000 of the most vulnerable customers and planned further deliveries as conditions evolve. Team members have also been assisting care homes with water supplies and maintaining direct contact with Tunbridge Wells Hospital, including arranging a tanker to bolster hospital needs until normal supply resumes.
Some residents expressed frustration with initial response details. Nicola Hodgson, who lives near the Pantiles, questioned why the first water point was opened in a different town, noting that her husband had found no water available at Tonbridge’s station earlier in the day. With two young children at home, she described moving the family to relatives to obtain drinking water and access to flushing toilets.
Tunbridge Wells MP Mike Martin reported he, too, experienced water issues and had spoken with SEW’s chief executive. He tweeted that the supply problem originated from a bad batch of coagulant chemicals and that a new chemical supply had been ordered. He added that teams had spent Saturday night clearing Pembury Treatment Works and restoring functionality.
The Black Horse pub on Camden Road, run by Teresa Barrett, has been without running water since midnight Saturday, preventing operations and forcing a temporary closure. Barrett emphasized the financial strain from a full day of lost trade, noting hospitality sector pressures and the challenge of paying staff without revenue.
Grove Hill resident Peter Vincent observed inconsistent cistern refilling on Sunday morning, describing reduced water flow and pressure when drawing from the mains and anticipating broader impact as more residents begin to use water supplies.
What to expect and how to get help
- If this situation affects you, stay tuned to SEW updates for the latest restoration times.
- Consider registering for SEW’s Priority Services Register if applicable, to receive tailored support during disruptions.
- For those needing assistance, bottled water deliveries and other relief measures are being prioritized for vulnerable customers and care facilities.
For more information or to request support, visit South East Water’s Priority Services page or contact their customer care team.
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