Question to the Department for Environment, Food and Rural Affairs:

To ask the Secretary of State for Environment, Food and Rural Affairs, what discussions she has had with utility companies on directing customers to online information during service disruptions; and what steps she will take to ensure that essential information is provided through communication channels which remain functional during emergencies.

The Security and Emergency Measures Direction 2022 (SEMD) requires water companies to ensure continuation of their water distribution functions during an emergency. SEMD includes a legal requirement for companies to have “appropriate emergency communication facilities and procedures for managing and maintaining communications and support to customers throughout an emergency”.

Defra expects water companies to respond rapidly and on a 24/7 basis through a range of communication methods (including, but not limited to, telephone, email, and social media). We also expect companies to plan for individual channels being unavailable, for example during power or telecoms failures, and that companies should adapt their communications plans in response to customer feedback or local priorities as incidents evolve.

Defra Ministers met with senior officials from South West Water over the past weekend to discuss the company’s response to the supply disruption following Storm Goretti. The Drinking Water Inspectorate, on behalf of the Secretary of State, regulates water company performance on SEMD. Their review of the company’s response to Storm Goretti will include examination of South West Water’s compliance with the communication requirements of SEMD.