A new CEO has taken charge at South East Water and set out a fresh action plan for improvement.
John Halsall officially began his role as chief executive officer of the water company on July 23, following regulatory approval.
He takes up the role at a critical time for South East Water.
Mr Halsall said: "South East Water has a clear task: to deliver a safe, reliable water supply to its customers.
"We know we have not done that well enough.
"Our customers, communities and stakeholders rightly expect better, and we need to show them that things are changing."
Since being named CEO-designate on June 22, Mr Halsall has spent time listening to colleagues and stakeholders, gaining insight into the company’s challenges and identifying where urgent changes are needed.
On his first day, he set out three pledges for customers to judge him on over his first nine months: fixing day-to-day performance, driving operational excellence and ensuring transparent and authentic engagement with customers, stakeholders and regulators.
Mr Halsall said his immediate focus is on addressing customer concerns about water service, delivering short-term improvements and strengthening the company’s resilience for the future.
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He said: "This transformation will not be easy, and people will rightly judge us by our actions, not our words.
"We need to show customers clear improvements and better service."
He brings more than 25 years of experience in transformation and operational leadership across public and private sector infrastructure.
His previous roles include chief operating officer at Pennon Group and senior positions at Thames Water and Network Rail.
South East Water’s interim chair, Lisa Clement, welcomed Mr Halsall’s arrival and said: "John joins us at a critical moment for the company.
"Our customers deserve a safe, reliable water supply and we must accelerate the improvements needed to deliver this.
"John brings more than 25 years of transformation and operational leadership experience across public and private sector infrastructure organisations.
"The Board is confident he can turn around performance and rebuild trust."
She added that the company is also strengthening its executive leadership team.
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