Water outage in south Hampshire

Monday 6th November 2023

Update 15:25

We’re sorry our customers in Waterside, New Forest, and in Ventnor, Godshill, Whitwell and Niton, on the Isle of Wight, experienced no water or a limited supply last week. We understand the impact and distress this caused you.  

The interruption was caused by unprecedented issues with the quality of water we took from the River Test, to treat at our Testwood Water Supply Works. This is the water that is then provided to you. 

Our Testwood site, located just outside Totton, draws its water from the nearby chalk stream. Unfortunately, weeks of rain, including Storm Babet and Storm Ciarán, caused river levels to rise enormously, after floodwater ran into it from throughout the local area. This caused a build-up of mud, silt, and debris within the watercourse.   

Testwood is designed to clean and treat water with certain amounts of debris in, but not to the scale we experienced last week. We operate to the very highest legal and regulatory water quality standards, so our monitors did what they are supposed to do and triggered a shutdown of the site on Thursday 2nd November 2023.  

Re-filling our water network has to be done slowly to prevent further issues like bursts, airlocks and excessive discoloured water from occurring. That’s why some customers were back in supply quicker than others. By Sunday 5th November 2023, all customer taps were running once more in homes and businesses.  

Bill rebates 

We’re aware of the emotional and practical effects of having no water. If you were without water for more than 12 hours, you are entitled to a rebate on your water bill under our Guaranteed Standards Scheme (GSS). Household and business customers entitled to this will receive a letter or email about this before 30th November. 

If you want to know more about GSS please visit: www.southernwater.co.uk/our-performance/key-policies/guaranteed-standards-of-service 

If you have any questions, please contact us on 0330 303 0277 or if you need extra support, please call our vulnerability team on 0800 027 0800 or email heretohelp@southernwater.co.uk.

 

Sunday 5th November 2023

Update 13:00

Everyone in Waterside, New Forest, and on the Isle of Wight should now have water.  

After a water outage it’s really normal to experience some low pressure, discolouration and other changes to your water. This is temporary.  

Below outlines what you can expect: 

It’s also not unusual to see an increased number of external leaks after an incident like this, so if you should see something, please let us know -  Report a leak in a public place (southernwater.co.uk 

Customers in Waterside, New Forest, may notice our bottled water site at Applemore Leisure Centre is still open. We’re keeping this open until 9pm as a precaution – we do not anticipate any further disruption to your water.  

Update 08:00

Work has continued through the night to refill our water network. Everyone in Waterside New Forest should now have water.   

Our bottled water station at Applemore Leisure Centre (SO45 5TN) will still open from 8am today to continue to support our New Forest customers through any temporary issues they may have as their supplies return. 

Some customers on the Isle of Wight, in the Ventnor, St Lawrence, Whitwell and Niton areas, may still experience low water pressure, or intermittent loss of supply throughout today. 

This is because we’re continuing to move water around the network on the Island and re-pressurising the system. All changes to customers’ supply are only temporary, and we’re sorry for the disruption and inconvenience. We expect water will return to normal for everybody by the end of the day at the latest. 

As a precaution bottled water deliveries will be delivered to all customers in the impacted area on the Isle of Wight. 

As your water returns here’s what you can expect: 

• Discoloured water from your taps is normal after a supply interruption. This is usually temporary and disappears once the network settles.  
• If the water is cloudy and white, try leaving it in a glass for a few minutes to see if it clears, this will be air trapped in the water as the pipes refilled.  
• Chlorine smell or taste. This is perfectly normal and comes from the small amounts of chlorine that remain in your supply known as 'chlorine residual'. 
• If the water has a brown or black colour, run your tap for a few minutes and it should clear. If this doesn't work, turn the tap off, wait 20 minutes and try again. It’s fine to use your water as normal when your water runs clear.   
• Sometimes after a network has been emptied air locks can occur either in our pipes or customers’ – running taps for a short while can help bring water through.  
• It’s not unusual to see an increased number of external leaks after an incident like this, so if you should see something, please let us know -  Report a leak in a public place (southernwater.co.uk 

Saturday 4th November 2023

 

Update 18:30

To help explain the causes of the recent loss of supply issues in your area, watch our film:

Water has been returning to homes today in Waterside New Forest. 

We’re continuing to re-charge the network slowly to prevent further issues, so you may be noticing low pressure and some discolouration at first, which is completely normal and temporary. Re-charging the network must be done carefully and slowly to prevent bursts, airlocks and discoloured water, and – barring further difficulties with adverse weather – we hope supplies will return to normality for everyone by the end of the weekend at the latest. 

Some customers may still be experiencing a disruption to their supply this evening. If your water hasn’t returned by this evening, before going to bed, just check your taps are switched off to avoid any accidental flooding.  

Some customers on the Isle of Wight, in the Ventnor, St Lawrence, Whitwell and Niton areas, may experience a temporary drop in water pressure, or intermittent loss of supply. 

This is due to the way our network is configured in Hampshire and on the island, as water is moved around the network and our system is re-pressurised. This is only temporary and we apologise for the inconvenience. As a precaution, bottled water is being delivered to all customers in the impacted area in the Isle of Wight.   

Deliveries have continued to customers on our priority services register. If you need to be added, call us on 0330 303 0368.  

As your water returns here’s what you can expect: 

• Discoloured water from your taps is normal after a supply interruption. This is usually temporary and disappears once the network settles.  
• If the water is cloudy and white, try leaving it in a glass for a few minutes to see if it clears, this will be air trapped in the water as the pipes refilled.  
• Chlorine smell or taste. This is perfectly normal and comes from the small amounts of chlorine that remain in your supply known as 'chlorine residual'. 
• If the water has a brown or black colour, run your tap for a few minutes and it should clear. If this doesn't work, turn the tap off, wait 20 minutes and try again. It’s fine to use your water as normal when your water runs clear.   
• Sometimes after a network has been emptied air locks can occur either in our pipes or customers’ – running taps for a short while can help bring water through.  
• It’s not unusual to see an increased number of external leaks after an incident like this, so if you should see something, please let us know -  Report a leak in a public place (southernwater.co.uk)  

Update 15:25

We are sorry that some customers in the Waterside, New Forest, area of Hampshire are still experiencing disruption to their water supply this afternoon.

 

We are continuing to gradually re-charge our network so the remaining properties return, following the impact of Storm Ciaran on our Testwood Water Supply Works.

 

This must be done carefully and slowly to prevent bursts, airlocks and discoloured water, and – barring further difficulties with adverse weather – we hope supplies will return to normality for everyone by the end of the weekend at the latest.

 

Unfortunately, this process may cause some customers on the Isle of Wight, in the Ventnor, St Lawrence, Whitwell and Niton areas, to experience a temporary drop in water pressure, or intermittent loss of supply.

 

This is due to the way our network is configured in Hampshire and on the island, as water is moved around the network and our system is re-pressurised. All customers in the impacted area in the Isle of Wight are receiving bottled water deliveries as a precaution.   

 

In Waterside, deliveries are continuing to customers on our priority services register, and the following bottled water stations are available. If you need to be added, call us on 0330 303 0368.

 

Meanwhile, customers are advised to prepare for their water to return. If you leave the house, please make sure that taps are switched off so that when water returns you don’t experience an accidental flood.

 

As your water returns here’s what you can expect:

 

• Discoloured water from your taps is normal after a supply interruption. This is usually temporary and disappears once the network settles. 
• If the water is cloudy and white, try leaving it in a glass for a few minutes to see if it clears, this will be air trapped in the water as the pipes refilled. 
• Chlorine smell or taste. This is perfectly normal and comes from the small amounts of chlorine that remain in your supply known as 'chlorine residual'.
• If the water has a brown or black colour, run your tap for a few minutes and it should clear. If this doesn't work, turn the tap off, wait 20 minutes and try again. It’s fine to use your water as normal when your water runs clear.  
• Sometimes after a network has been emptied air locks can occur either in our pipes or customers’ – running taps for a short while can help bring water through. 
• It’s not unusual to see an increased number of external leaks after an incident like this, so if you should see something, please let us know -  Report a leak in a public place (southernwater.co.uk)

 

Update 11:10

Last night, we were able to bring 5,300 properties back into supply in the Waterside, New Forest, area and we are working on bringing all remaining 13,000 properties back into service by the end of the weekend.  

It is possible that around 4,600 customers on the Isle of Wight, in the Ventnor area, may experience a temporary drop in pressure, or intermittent loss of supply, while this process is carried out.

This is because of the way our network is configured in Hampshire and on the island, as water is moved around the network and our system is re-pressurised and re-charged. All customers in the impacted area in Ventnor are receiving bottled water deliveries as a precaution.   

We are experiencing further adverse weather today, but our plans are working at present. This must be done carefully and slowly to prevent bursts, airlocks and discoloured water and takes at least 24 hours to get back to normal.  

For those in the Waterside area, we have four bottled water stations currently open:   

💧 Staplewood Football Ground, SO40 4WR   

💧 Applemore Leisure Centre, SO45 5TN   

💧 Gangwarily Leisure Centre, S045 1GA  

💧 Jones Lane car park, S045 6DU (New location)  

We are also delivering bottled water to our priority services customers. 

Water tankers are also being used across the Waterside and Ventnor areas to support the network. We will provide further updates when we have them. 

 

Update 07:20

We’re sorry to those still experiencing an interruption to their supply in the #Waterside #NewForest areas this morning.

Our teams have been working overnight trying to restore your supply as quickly as possible. This morning some customers will have had their supplies restored.

We have 4 bottled water stations opening at 8am this morning. 

Staplewood Football Ground, SO40 4WR   

💧 Applemore Leisure Centre, SO45 5TN   

💧 Gangwarily Leisure Centre, S045 1GA  

💧 Jones Lane car park, S045 6DU (New location)  

We continue to deliver bottled water to those on our Priority Services Register, so if you need to be added, call us on 0330 303 0368.

Friday 3rd November 2023

Update 21:25

We've been working hard to restore your water as quickly as possible.

Our plans to refill the network and get water back in taps needs to be done slowly and in phases. Our first phase is progressing well, and we’re anticipating some customers will see their water return overnight.

When you go to bed tonight, or leave the house, please make sure that taps are switched off so that when water returns you don’t experience an accidental flood.

As your water returns here’s what you can expect:

• Discoloured water from your taps is normal after a supply interruption. This is usually temporary and disappears once the network settles. 
• If the water is cloudy and white, try leaving it in a glass for a few minutes to see if it clears, this will be air trapped in the water as the pipes refilled. 
• Chlorine smell or taste. This is perfectly normal and comes from the small amounts of chlorine that remain in your supply known as 'chlorine residual'.
• If the water has a brown or black colour, run your tap for a few minutes and it should clear. If this doesn't work, turn the tap off, wait 20 minutes and try again. It’s fine to use your water as normal when your water runs clear.  
• Sometimes after a network has been emptied air locks can occur either in our pipes or customers’ – running taps for a short while can help bring water through. 
• It’s not unusual to see an increased number of external leaks after an incident like this, so if you should see something, please let us know -  Report a leak in a public place (southernwater.co.uk)

We know the majority of our customers in the Waterside, New Forest, area will still be without water tomorrow and possibly into Sunday. We will continue to provide updates and our teams will be working through the night to restore services as quickly as is possible.

We are really sorry for the disruption and distress this is causing.

Update 21:00

Our bottled water stations are now closed. The following sites will reopen at 8am. We are planning to setup a fourth bottled water station following the closure of Costco, Southampton this evening.

 

We are doing everything we can to get your water back on as quickly as possible. Keep checking this page for more updates.

 

Friday 3rd November 2023

Update 18:45

Unfortunately, we’ve had to close our Costco, Southampton, bottled water site. We’re urgently looking for another location to setup a fourth bottled water site.  

All other sites remain open until 9pm tonight and will reopen again at 8am in the morning.  

Our plan is still to refill the network overnight and tomorrow, but it is likely customers will have their supply interrupted throughout the weekend.  

Keep checking this page for updates. 

Update 15:00

We are sorry to all our customers in Waterside, New Forest, that have had their water supply disrupted since yesterday evening.  

Storm Ciarán combined with recent rainfall has caused levels in the River Test to rise dramatically and created unprecedented issues with the raw water quality.  

We operate to the very highest legal and regulatory water quality standards. Our monitors detect any issues with the quality of the water coming into our treatment site and will trigger a shut down if there are concerns, which is what happened yesterday. The pictures below were taken yesterday at Testwood Water Supply Works abstraction point and show the challenges we are dealing with.  

   

Our teams have been working continuously to get our systems running again and your water back on - and the situation is improving.  

We are planning to refill the network throughout this weekend. The refilling of the network to get water to you must be done carefully and slowly to prevent bursts, airlocks and discoloured water - and to make sure your water is wholesome.  It takes at least 24 hours to get back to normal. However, the expected rainfall due tomorrow (Saturday 4th November) is likely to exacerbate the issues on site so this may affect our plans.  

Unfortunately, this means customers’ water supply will be disrupted into the weekend. We know how frustrating this is, we’re doing everything we can to restore water as quickly as possible. 

We will update you every morning, afternoon and evening to let you know how we are doing to get your water back in the taps. 

Update 10:30

We know the Places Leisure Centre is not the best place to give out bottled water to customers in Waterside, New Forest. It was set up as part of our planning for Storm Ciarán to be able to provide another location quickly. We have decided to close this site and will be opening another one in the Waterside area instead very soon.  

Our teams are continuing to get your water back on. We will provide an update on the fix this afternoon.  

Update 08:00

Our bottled water stations are now open.

Our expert teams have been working onsite overnight trying to fix the issue quickly, it is likely customers in postcodes SO40 and SO45, will have their water supply disrupted. We will provide an update on progress this morning.

We’re continuing our bottled water deliveries to our customers on our Priority Services Register. If you are concerned or are a vulnerable customer and need access to bottled water as a priority, please call us on 0330 303 0368. 

We’re sorry for the ongoing disruption this is causing.

Thursday 2nd November 2023

Update 22:00

Our bottled water stations have now closed and will reopen tomorrow (Friday 3 November) morning at 8am.  

We’re continuing our bottled water deliveries to our customers on our Priority Services Register. If you are concerned, or are a vulnerable customer and need access to bottled water as a priority, please call us on 0330 303 0368.  

We're sorry for the ongoing disruption this is causing. 

Update 20:45  

We have opened a fourth bottled water station, details below. All sites will be closing at 10pm tonight and we will reopen at 8am tomorrow.  

Location	Address	Status
Applemore Leisure Centre	Hythe, SO45 5TN	Open - closing at 10pm
Gangwarily Leisure Centre	Fawley, SO45 1GA	Open - closing at 10pm
Costco	Southampton, SO15 8TA	Open - closing at 10pm
Places Leisure Centre	Eastleigh, SO50 9NL	Open - closing at 10pm

 

Customers on our Priority Services Register will receive deliveries of bottled water.  

Update 19:45

Customers can now collect bottled water from the following places:

Location	Address	Status
Applemore Leisure Centre	Hythe, SO45 5TN	Open
Gangwarily Leisure Centre	Fawley, SO45 1GA	Open
Places Leisure Centre	Eastleigh, SO50 9NL	Open

 

Please check this page for closing times. 

Update 19:30

We’re really sorry that customers in the Waterside, New Forest area (postcodes areas SO40 and SO45) of Southampton likely to experience either low pressure or a loss of water supply this evening.  

This is due to Storm Ciarán’s unprecedented impact on the water quality and levels of the River Test, close to our Testwood Water Supply Works.  

This has made it extremely difficult for us to abstract water and treat it for drinking water, and has led to a temporary site shutdown. As a result, we are struggling to fill reservoirs in some areas of the southern Hampshire areas and northern areas of the Isle of Wight. 

Our teams are working around the clock to get our Testwood site back working as soon as possible, as stormwater levels fall and water quality improves. Other efforts include: 

• Moving water around the network to where it is needed most, to minimise disruption 
• Delivering bottled water to customers on our priority services register as a precaution 
• Setting up bottled water stations at key sites  
• Working closely with key community partners to ensure critical infrastructure is supported. 

If you are concerned or are a vulnerable customer and need access to bottled water as a priority, please call us on 0330 303 0368.  

We’ll confirm locations and opening times for bottled water stations as soon as we have them available.  

We’ll be keeping the website and our social media channels up to date, so please check back regularly for current information.