South East Water CEO David Hinton Admits Failings in Tunbridge Wells Crisis

In a recent inquiry into the water supply crisis in Tunbridge Wells, South East Water CEO David Hinton acknowledged significant failures on the company’s part. The crisis prompted over 160 residents to reach out to local MP Mike Martin for assistance, highlighting the company’s lack of communication. Many reported difficulties in reaching South East Water, claiming their calls went unanswered.

Response to the Water Supply Crisis

South East Water faced intense scrutiny regarding their response to the emergency. The company stated that the maximum wait time for calls was 18 minutes. During the crisis, the provision of water to two local hospitals became an immediate priority, achieved through water tankers. Additionally, a dialysis center received supplies of bottled water, although the timeline for distribution remained unclear. Care facilities were next in line for assistance.

Criticism from Local MP

Mike Martin, the local MP, expressed his discontent with Hinton’s leadership and called for his resignation throughout the crisis. He took issue with Hinton’s decision not to engage directly with the public or the media during this critical period. Hinton explained his choice, stating that he aimed to focus on delivering essential information rather than discussing personal matters such as salary or dividends.

The situation escalated when Hinton allegedly confronted Martin, questioning how he could “sleep at night” for politicizing the water crisis. Hinton admitted that he could not recall the details of their conversation but expressed regret about how he handled the situation.

Commitment to Improvement

During the committee meeting, Hinton communicated his deep remorse to customers, stating, “It’s a terrible outcome.” He emphasized that South East Water had identified several lessons from this incident. The company expressed a commitment to implement necessary changes to prevent future crises.

• Over 160 residents contacted MP Mike Martin for assistance during the crisis.
• Wait time for calls was reportedly up to 18 minutes.
• Water tankers were prioritized for local hospitals.
• Bottled water supplies were provided to a dialysis center.
• Hinton expressed regret for his communication approach during the crisis.

As South East Water moves forward, the focus remains on ensuring a reliable water supply and effective communication with customers to avoid similar situations in the future. The lessons learned from this crisis are expected to shape the company’s policies and customer relations strategies.