South West Water is increasing its compensation to customers in the Brixham area following the detection of cryptosporidium

South West Water has announced it will be increasing its compensation to customers in Brixham in recognition of the impact to them following the detection of cryptosporidium in the area.

Yesterday (15 May) the company’s extended monitoring and sampling found small traces of cryptosporidium in the Hillhead area of its local water network.

South West Water issued a boil water notice to around 16,000 households and businesses in the area, advising them not to use their tap water for drinking or washing without boiling and cooling it first.

As part of the boil water notice, customers were told they would be given £15 compensation under South West Water’s Customer Promise.

South West Water has confirmed it will now increase the compensation by £100 to say sorry for the stress and worry the situation has caused. This will automatically be paid to customers and the company will continue to keep the level of compensation under review.

South West Water is also setting up a dedicated phoneline to talk to local businesses and water retailers about the impact this may have had on them and to fast-track any compensation due.

Laura Flowerdew, South West Water’s Chief Customer and Digital Officer, said: “We sincerely apologise for the impact this is having on our customers in the Brixham and Alston areas.

“Protecting the health of our customers and providing them with a clean, fresh drinking water supply is our number one priority and we will continue to work around the clock to make sure that happens as soon as possible.”

South West Water is working closely with the UK Health Security Agency and other public health partners to urgently investigate how cryptosporidium is getting into its network so it can be fixed and the drinking supply returned to the high quality standards expected by its customers as quickly as possible.

The company has set up two bottled water collection points at Broadsands Car Park in Paignton, and Fresh Water Quarry Public Car Park in Brixham, where customers can collect bottled water. It continues to deliver bottled water for those customers that need it.

 If any customers are unsure whether they are in the affected areas, they can check on South West Water’s postcode tracker at https://www.southwestwater.co.uk/household/help-support/in-your-area/service-updates

Further information 

South West Water is asking its customers in the affected area to not drink their tap water without first boiling it and allowing it to cool. This applies to water used for drinking, cooking, preparing food or brushing teeth. Boiled water can be stored in a covered container in the fridge for up to 24 hours. Tap water can be used for washing, bathing and toilet flushing.

All household customers who have been issued with the boil water notice will receive an automatic payment of £15, as part of our Customer Promise when services are interrupted. For business customers, this payment will be made via the Retailer.

For household customers, in addition to the £15 payment, we are increasing the compensation by £100 in recognition of the concern and frustration this has caused. Customers with a current Direct Debit arrangement will receive £115 direct to their bank account by 21 May. Those who do not have a Direct Debit arrangement will receive £115 credit on their water account, which will show on their next available bill.