Cheam softening

Increased water hardness from Cheam Treatment Works

We want to thank our customers for their patience and provide an update for customers who are experiencing increased water hardness coming from our Cheam Water Treatment Works.

While repairs are underway, the work required is complex and will require more time than initially thought to fully fix the issue. Currently, we expect customers’ water supplies to return to normal by the end of October. We will provide another update with clearer timing as soon as possible.

The main areas supplied by our Cheam Water Treatment Works include: Cheam, Sutton, Worcester Park, Ewell, Morden, Carshalton, Carshalton Beeches and South Sutton.

The increased water hardness is of no health concern and the water can be consumed and used as normal. Customers may, however, notice increased deposits of limescale in their kettles, on glassware or on taps, draining boards or sanitary ware.

Some customers may also notice a film on cups of tea or glasses of cordial or may be sensitive to a slight change in the taste of the water. Please read our scale and hardness factsheet for more information here.

We are unique in the water industry in having a legal obligation to soften the groundwater we treat, and we have made significant capital investment in our softening capability over recent years.

We are extremely proud of our water quality, which is industry-leading as confirmed by the Drinking Water Inspectorate (DWI) in its 2024 report.

To learn more about Water Quality in your area, or to read our factsheets, visit our Water Quality page. 

To help you set your domestic appliances, such as dishwashers, the hardness of the water while we are not softening at Cheam is provided below and is shown in different units:

mg/l =milligrammes per litre is the same as parts per million (ppm)

Please rest assured, our teams are working as fast as possible to return your water supply to normal hardness levels.

Page last updated 21/08/24

FAQs:

Why do you need to soften the water?

We are unique in the water industry in having a legal obligation to soften the groundwater we treat, and we have made significant capital investment in our softening capability over recent years.

We are also extremely proud of our water quality, which is industry-leading as confirmed by the Drinking Water Inspectorate (DWI) in its 2024 report.

Why have you stopped softening my water?

We’ve had to temporarily pause our operation to soften the water while we make important repairs to our softening infrastructure.

How long will it take before you can start softening the water again?

Our teams are working hard to make the repairs as quickly as possible and return to softening your water as normal by the end of October. We’re sorry for the disruption caused.

My water tastes odd, are there any health risks if I drink it?

We’d like to reassure you there are no health concerns associated with the increased water hardness and the water can be consumed and used as normal. You may however have noticed a slight change to the taste of your water, an increase in limescale and a film on cups of tea, for example.

If you’d like more information on increased scale and water hardness you can read our factsheet here.

I have a number of medical conditions and am worried this water will affect my health – how can you help?

We’d like to reassure you there are no health concerns associated with the increased water hardness and the water can be consumed and used as normal.

If you need any additional support, we’re here to help and you can contact our Extra Care team on 01737 785606. Or email us at extracare@seswater.co.uk.

Is this just another example of water companies under investing in their infrastructure?

We are unique in the water industry in having a legal obligation to soften the groundwater we treat, and we have made significant capital investment in our softening capability over recent years.

The repairs we need to make are routine and our teams are working as hard and fast as possible to return our customers’ water hardness to normal levels.

Have you stopped water softening as you are now part of the Pennon Group?

Our softening operation has not been impacted in any way since becoming part of the Pennon Group.

Is water softening another way of saving money?

Water softening is an expensive process, which we a have a legal obligation to maintain. Furthermore we have made significant capital investment in our softening capability over recent years.

Ofwat hasn’t approved plans to increase bills, is this SES Water beginning to implement cost-cutting measures?

We have only temporarily paused our softening process while we make important repairs to our infrastructure. As soon as these repairs have been completed we will resume softening as normal from our Cheam Water Treatment Works.