Warn me, inform me

Whether a supply or service interruption is planned or unplanned, warnings and proactive notifications are important to you. We aim to:

  • keep you informed and in control
  • rectify interruptions and minimise disruption
  • reduce disruption in peak times
  • understand your individual needs and impacts.

What we do now

  • Inform you via email and SMS for planned and unplanned outages (where we have your details) and via mail for planned water outages.
  • Restore 98 per cent of planned water interruptions within the notification period.
  • Provide you with the opportunity to give us feedback, to inform us of your level of interruption, key areas of impact and opportunities for mitigation.

What we plan to do

  • Reduce interruptions to your water supply during peak times.
  • Increase our proactive warnings to notify you of supply interruptions through SMS and email, including other interruptions like sewer blockages.
  • Maintain our average duration of unplanned water supply interruptions.
  • Improve South East Water LIVE, where you can track repairs and our progress, 24/7.
  • Maintain our service levels in planned water interruptions restored within the notification period.
  • Improve how we collect and manage customer details and preferences.
  • Improve awareness of the support services we provide to help minimise disruptions.
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