South East Water’s chief executive David Hinton has said he will forgo his annual bonus after widespread water outages left thousands of customers in Kent and Sussex without supply. The decision follows mounting criticism from regulators and lawmakers over repeated service failures.
The outages, which occurred between late 2025 and early 2026, disrupted daily life for many households, raising concerns about infrastructure management and corporate accountability. According to reports, the crisis prompted regulatory action and a parliamentary inquiry into the company’s performance.
Leadership Response Under Scrutiny After Repeated Failures
David Hinton’s announcement came after his appearance before the Environment, Food and Rural Affairs Committee, where he acknowledged shortcomings in how the outages were handled. According to Sky News, he admitted he “got it wrong” and accepted that earlier warning signs had not been acted upon quickly enough.
The supply disruptions affected thousands of properties, particularly in Tunbridge Wells and across Kent and Sussex. Households were left without access to basic water services, unable to wash, cook, or flush toilets, while some schools were forced to close. These outages followed earlier disruptions in November and December before escalating in January.
During the parliamentary hearing, Hinton described the company’s response as too slow and lacking structure. He also pointed to internal issues, including failure to detect infrastructure problems early, inadequate routine maintenance, and what he characterized as a “reactive culture” in dealing with emerging risks.
The company’s handling of emergency support also drew criticism. While nearly 35,000 bottled water deliveries were made to customers, 70 deliveries were missed, a shortfall Hinton described as disappointing. He acknowledged that the service provided to vulnerable customers did not meet expectations.
Regulatory Penalties and Ongoing Concerns About Governance
The crisis has led to significant regulatory consequences. The industry watchdog Ofwat imposed a £22 million fine on South East Water for supply interruptions between 2020 and 2023, which affected more than 286,000 people. The regulator had already launched an investigation earlier this year into more recent outages.
Hinton’s decision to forgo his bonus applies to the current financial year, though he continues to receive a salary of approximately £400,000. According to The Independent, he earned £457,000 in the previous financial year, including a £115,000 bonus, prompting questions from lawmakers about executive pay amid ongoing service failures.
During the committee session, MPs also questioned the company’s leadership and governance. Chairman Chris Train indicated that while the board had not finalized decisions on performance-related pay, Hinton had already chosen to decline any bonus. Train suggested that the decision simplified discussions within the remuneration committee.
Despite criticism, the board has expressed continued support for Hinton and the executive team. Train told MPs that the company is reviewing its leadership structure and plans to strengthen it with external hires, while maintaining that current leadership remains the best option for customers.
The outages and their aftermath have left broader questions about accountability unresolved. Lawmakers highlighted concerns about public confidence, while company representatives emphasized ongoing efforts to address operational weaknesses and improve service reliability.
