Anglian customers ‘angry’ E. coli information was withheld

Anglian Water customers were left “angry” after they discovered that the company withheld information relating to traces of E. coli in local supplies.

An independent assessment of Anglian’s handling of a Boil Water Notice (BWN) issued in July found that communication shortcomings created anger in the community and led to “loose compliance” among the majority of customers affected.

The BWN was issued to 2,000 residents in the Horncastle area of Lincolnshire on 14 July. When the notice was issued, Anglian Water did not specify the reason for it.

It was only after the warning was lifted that Anglian revealed why it had put it in place.

The review of the incident concludes that not knowing the cause of the BWN was a “key area of concern for affected residents”.

It adds: “The tone and content of communications suggested minimal risk however those who heard from an informed person in their discussion group – or suspected – that it was E. coli were angry that information was withheld.

“The majority of participants adopted a loose compliance to the instruction to boil water – with people accidentally or intentionally using unboiled water e.g. to brush teeth. […] On hearing (from others in the research groups) that E. coli was a potential cause, some said they would have complied more closely with the instruction to boil water.”

The report adds that many customers “felt unable to assess the severity without knowing” which in turn “created false reassurance” with many assuming that “a really serious issue would trigger more ‘noise’”.

The report reveals that residents were also left confused by the content and timing of communications.

It adds that some customers received an email saying the water was safe to drink, before an erroneous text message was sent out saying that it was unsafe an hour later.

In conclusion, the report states that “clearer messaging” around BWNs must be implemented. It adds that “not knowing the cause of the BWN caused concern”.

The report continues: “Evidence from this incident suggests transparency about the cause – and practical information about how to act – will improve customer compliance with the BWN.”

Following the BWN, Anglian awarded affected customers with £15 in bill credit.

The report adds: “Some were happy with £15, seeing it as an unexpected and welcome gesture, particularly once they realised that Anglian Water aren’t obliged to give them anything.

“Others, particularly those from vulnerable households, felt that £15 sounds low and would not cover the energy costs of boiling water, or purchasing bottled water and the associated travel costs. £50 seemed a more appropriate amount for many.”

It continues: “Some suggested the amount should vary according to the situation of the household, such as the number of occupants, or the level of the impact on that household and felt a % of their bill might work better.”

An Anglian Water spokesperson said: “As soon as we identify from our routine drinking water sampling that something may not be quite our usual standard, we invoke a precautionary process of asking customers to boil their water while we carry out a detailed series of further testing to verify, or otherwise, the initial sample.

“The purpose of this is to isolate the precise area, ensure that the initial sample is representative and not an anomaly, make individual checks on all of our water assets in that area and take samples from them to investigate source and potential cause of abnormal result.

“We take a responsible approach to informing customers of causation once we have completed these tests. In this case, all further samples came back clear, and the boil notice was lifted.”