Thousands of people left without water for a week last year will share millions of pounds of compensation, Southern Water has announced.
Last May, 32,500 properties in Hastings and St Leonards were left without water from Thursday, 2 May until Wednesday, 8 May after a pipe burst.
Today, the water company said it had agreed to compensate them at a higher rate due to be introduced by the government later this year.
It will write to customers individually to confirm how much they will be given by mid-March, but said the rate was £50 per 12 hours of interrupted supply.
This is in addition to the £1 million goodwill fund the company used to make grants to businesses, community events, groups, and charities last year.
Antonia Barton, chief customer officer, said: “We’ve carefully reviewed our position on compensation for Hastings customers, having taken time to listen to members of the community about the impact this awful incident had on them, their families and their businesses.
“Although we followed the correct procedures at the time, as set out by the regulator, we’ve decided it’s right that we go further for the people of Hastings – and so compensation will be paid to everyone affected on an individual basis, at the new higher rates which come into force later this year.
“This customer compensation is in addition to the £1 million goodwill fund already supporting businesses, community groups and events.
“We intend this to underline our commitment to Hastings and the community here, and hope that it can mark the start of rebuilding trust among our customers in the town – we are listening, and we have a plan to put things right.”
The news was welcomed by Hastings Borough Council, which met with Southern Water today to confirm the plans.
Council leader Julia Hilton said: “I’m pleased that after repeated lobbying by councillors, including two public meetings that Southern Water executives attended where I think they were quite shocked at the level of anger in the town, that Southern Water has agreed to pay compensation directly to residents who were without water for days last May bank holiday.
“I am also grateful for the work of our MP Helena Dollimore on the Environment, Food and Rural Affairs select committee who has also been pushing for direct compensation to residents.
“We are still in discussion around wider substantial compensation for the town due to the reputational damage caused by the repeated flooding and sewage bursts and sewage spills that our town has suffered over the last four years.
“We welcome the investment SW has committed to the town and will be continuing to hold them to account on their delivery on that commitment both on flood prevention and cleaner seas.
“We have made that clear in our new corporate plan. We want clear timescales and tangible evidence of improvement year on year and will continue to have regular meetings at councillor and officer level with the company to ensure Hastings is getting the best deal from them.”
