In the midst of a deeply worrying crisis that has struck residents in South Devon with a waterborne infection, South West Water Chief Executive Susan Davy has penned the following open letter to customers:

Dear Customer,

I wanted to provide an update on what’s happening in Brixham, South Devon.

Your health and safety is our first and foremost priority. That’s why, on Wednesday 15 May, we advised those in the affected area to boil their drinking water before consuming it, following test results indicating the presence of cryptosporidium at Hillhead.

Recent tests showed that water leaving our treatment works was clear. However, in the early hours of Wednesday morning, we detected small traces of cryptosporidium in the Hillhead area of Brixham. Working with the UK Health Security Agency, we moved quickly to issue a boil water notice to affected customers and businesses.

Since then, our ground technicians have been working around the clock to identify the source of the contamination and rectify the situation so we can resume a normal water supply. While we urgently find and fix the problem, we have been delivering bottled water to vulnerable customers and to local businesses, including schools. We have also made bottled water available to residents in the local area.

I understand the significant impact the boil water notice has had on daily life. In recognition of this burden, our compensation payment will be increased to £115. This payment will be made automatically, where we have direct debit details, or applied as a credit to your next water bill, where we do not.  You do not need to take any action.

To those in the affected area and our customers across the South West, I am truly sorry for the disruption and wider anxiety this has caused. While incidents like these are thankfully very rare, our customers expect a safe, clean, and reliable source of drinking water. I know on this occasion we have fallen significantly short of what you expect of us.

We will be providing updates, including on our website homepage and ‘In Your Area’ section, with additional information on Facebook. Our team is also available to answer your questions.

All of us at South West Water live and work in the region, just like you. It is our home and a place we love. I am sorry this has happened.

I promise you that we will not stop working until the situation has been resolved and drinking water returns to the quality level you expect.

Yours sincerely,

Susan Davy