Out in the Cold

The thaw that followed the ‘Beast from the East’ in late February and early March 2018 left over 200,000 customers in England and Wales without water for over 4 hours; and over 60,000 customers without supply for over 12 hours. Households, businesses, schools and public organisations across the country were affected by either low pressure or no running water, some for several days.

We took those problems very seriously. That’s why we launched a review of water companies’ response. We worked closely with colleagues in the Consumer Council for Water to get to the bottom of:

  • what happened
  • understand how all of the water companies performed – the good and bad
  • (most importantly) make sure lessons are learned and changes take place so that things are better for the future.

Alongside this report, we have also written individually to each company. We expect each company to publicly respond to this report and their individual letter by 28 September 2018. Water UK, the water company industry body, will also coordinate work across the industry to share best practice and improve collaboration in key areas.

The incident in numbers

What we said

PN 26/18: Hard lessons for water sector following “Beast from the East” review

Summary

Launch of the review

PN 11/18: Ofwat to review water sector’s handling of recent supply interruptions, 11 March 2018

Terms of reference of review of freeze/thaw incidents, 11 March 2018

Letters to companies

Affinity Water Letter to Affinity Water about the review of the freeze/thaw incident
Anglian Water Letter to Anglian Water about the review of the freeze/thaw incident
Bristol Water Letter to Bristol Water about the review of the freeze/thaw incident
Dee Valley Letter to Dee Valley Water about the review of the freeze/thaw incident
Dŵr Cymru Letter to Dŵr Cymru about the review of the freeze/thaw incident
Northumbrian Water Letter to Northumbrian Water about the review of the freeze/thaw incident
Portsmouth Water Letter to Portsmouth Water about the review of the freeze/thaw incident
SES Water Letter to SES Water about the review of the freeze/thaw incident
Severn Trent Letter to Severn Trent about the review of the freeze/thaw incident
South East Water Letter to South East Water about the review of the freeze/thaw incident
South Staffs Water Letter to South Staffs Water about the review of the freeze/thaw incident
South West Water Letter to South West Water about the review of the freeze/thaw incident
Southern Water Letter to Southern Water about the review of the freeze/thaw incident
Thames Water Letter to Thames Water about the review of the freeze/thaw incident
United Utilities Water Letter to United Utilities Water about the review of the freeze/thaw incident
Wessex Water Letter to Wessex Water about the review of the freeze/thaw incident
Yorkshire Water Letter to Yorkshire Water about the review of the freeze/thaw incident

 

Water companies’ evidence for the review

Company Evidence Data
Affinity Water Letter from Affinity Water
Response from Affinity Water
Response from Affinity Water to questions D4 and D5
Response from Affinity Water for additional data
Data from Affinity Water

Additional data from Affinity Water

Anglian Water Response from Anglian Water
Response from Anglian Water – revised
Response from Anglian Water for additional data
Response from Anglian Water for additional information – communications
Data from Anglian Water

Additional data from Anglian Water

Bristol Water Response from Bristol Water
Response from Bristol Water for additional data
Data from Bristol Water
Additional data from Bristol Water
Dee Valley Letter from Dee Valley Water
Response from Dee Valley Water
Response from Dee Valley Water – Appendix C1
Response from Dee Valley Water – Appendix C1 SOP NE26
Response from Dee Valley Water – Appendix C1 SOP C017
Response from Dee Valley Water – Appendix C2
Repsonse from Dee Valley Water – Appendix D1
Response from Dee Valley for additional data – communications
Response from Dee Valley for additional data
Data for Dee Valley Water

Additional data from Dee Valley Water

Dŵr Cymru Response from Dŵr Cymru
Response from Dwr Cymru – supplementary
Response from Dwr Cymru – research
Letter from Dwr Cymru
Response from Dŵr Cymru for additional data
Data from Dŵr Cymru
Additional data from Dŵr Cymru
Northumbrian Water Response from Northumbrian Water
Response from Northumbrian for additional data
Data from Northumbrian Water
Additional data from Northumbrian Water
Portsmouth Water Response from Portsmouth Water
Response from Portsmouth Water for additional data
Data from Portsmouth Water
Additional data from Portsmouth Water
SES Water Response from SES Water
Response from SES Water for additional data
Data from SES Water
Additional data from SES Water
Severn Trent Response from Severn Trent
Letter from Severn Trent
Response from Severn Trent – Appendix D1
Response from Severn Trent – Appendix L1
Response from Severn Trent for additional data
Response from Severn Trent for additional data – communications
Response from Severn Trent for additional data – appendix Q4.1

Response from Severn Trent for additional data – appendix Q.4.1.1
Response from Severn Trent for additional data – appendix Q4.1.2
Response from Severn Trent for additional data – appendix Q4.2
Response from Severn Trent for additional data – appendix Q4.3
Response from Severn Trent for additional data – appendix Q4.4
Response from Severn Trent for additional data – appendix Q4.5
Repsonse from Severn Trent for additional data – appendix Q4.6

Data from Severn Trent

Additional data from Severn Trent

South East Water Letter from South East Water
Response from South East Water
Response from South East Water for additional data
Data from South East Water
Additional data from South East Water
South Staffs Water Response from South Staffs Water – assurance statement
Response from South Staffs Water
Response from South Staffs Water for additional data
Data from South Staffs Water
Data from South Staffs Water – Cambridge
Additional data from South Staffs Water
South West Water Response from South West Water
Response from South West Water for additional data
Data from South West Water
Additional data from South West Water
Southern Water Response from Southern Water
Response from Southern Water – Appendix A
Response from Southern Water for additional data
Data from Southern Water
Additional data from Southern Water
Thames Water Response from Thames Water
Letter from Thames Water
Response from Thames Water for additional data
Data from Thames Water
Additional data from Thames Water
United Utilities Water Response from United Utilities Water
Response from United Utilities for additional data
Response from United Utilities for additional data – communications
Data from United Utilities Water
Additional data from United Utilities Water
Wessex Water Response from Wessex Water
Response from Wessex Water for additional data
Data from Wessex Water
Additional data from Wessex Water
Yorkshire Water Letter from Yorkshire Water
Response from Yorkshire Water
Response from Yorkshire Water for additional data
Response from Yorkshire Water for additional data – communications
Data from Yorkshire Water
Additional data from Yorkshire Water