South East Water CEO Forgoes Bonus Amid 'Unacceptable' Outages

The chief executive of South East Water, David Hinton, has taken a significant step by forgoing his bonus for the 2025-2026 year. This decision comes in response to 'unacceptable outages' that affected thousands of customers in Kent and Sussex, leaving them without access to tap water.

Hinton appeared before the environment, food and rural affairs select committee, where he acknowledged the serious impact of the outages on customers. He stated that he would only receive his £400,000 salary, foregoing an additional 'performance payment'. This move is seen as an act of penitence for the company's failures.

The outages occurred in Tunbridge Wells in November and December, and again in January across Kent and Sussex. These incidents left customers unable to shower, bathe, or flush their toilets, causing widespread inconvenience. In one town, half of the customers were stockpiling bottled water in anticipation of future incidents.

Hinton apologized to customers, stating: 'We recognise the serious impact this has had on our customers and know that we fell short of what is expected of us.' He also admitted that he had not communicated quickly enough during the outages, saying: 'I got it wrong and that's very much a lesson that we've learned into the playbook of how we handle future events.'

The Drinking Water Inspectorate (DWI) reported that the outages were foreseeable, and Hinton agreed with this assessment. The company's executives faced criticism from MPs, with the Conservative MP Charlie Dewhirst expressing frustration over the lack of accountability.

Despite the criticism, the board of South East Water has given its backing to Hinton and the executive team, with chair Chris Train stating that they are the 'right solution for delivering what is best for South East Water customers'. However, confidence in the company's ability to provide reliable water services has plummeted, with a survey suggesting that 54% of affected customers are now stockpiling bottled water, and nearly a fifth are exclusively drinking bottled water.