South West Water's (SWW) boss has released a statement admitting the company has failed its customers after an outbreak of a waterborne parasite contaminated drinking water in Devon, leaving many people with diarrhoea and vomiting. SWW chief executive officer Susan Davy issued a statement where she admitted her company has "fallen significantly short" of expectations.

Potentially hundreds of residents grappling with painful and debilitating symptoms due to the cryptosporidium parasite in drinking water supplied by SWW, which also supplies water to Cornwall. On Wednesday, May 15, SWW said they had discovered "small traces" of the parasitic organism within water samples taken from Hillhead and Alston areas of Brixham in south Devon.

So far, a total of 22 illness cases have been confirmed in Brixham, with the majority in the town itself. The source and cause of the outbreak is yet to be confirmed by South West Water. However, it is thought to be from animal waste or contaminated groundwater.

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Hundreds of residents are reportedly battling symptoms of sickness and diarrhoea, common symptoms of cryptosporidiosis, a condition caused by ingesting cryptosporidium. Ms Davy has said that SWW technicians have been working "around the clock" to trace the cause of the contamination and fix it, so a supply of safe drinking water can return, reports DevonLive.

The company made an announcement on Wednesday morning stating that cryptosporidium had been detected in Brixham, less than 24 hours after they told customers the water was safe to drink after negative tests.

Ms Davy said: "Recent tests showed that water leaving our treatment works was clear. However, in the early hours of Wednesday morning, we detected small traces of cryptosporidium in the Hillhead area of Brixham. Working with the UK Health Security Agency, we moved quickly to issue a boil water notice to affected customers and businesses."

Residents in Brixham are still under a boil water notice and have been advised not to use the water for drinking or cooking unless it has been boiled and cooled first. SWW is actively distributing bottled water to the 16,000 homes, businesses, and schools impacted.

Ms Davy also added that households hit by the boil water notice will receive £115 in compensation, a substantial increase from the initial £15 promised. The compensation is slated to be paid out by May 21.

She also expressed her deep regret for the inconvenience and worry caused by the incident, saying she is "truly sorry".

In a written apology, Ms Davy said: "While incidents like these are thankfully very rare, our customers expect a safe, clean, and reliable source of drinking water. I know on this occasion we have fallen significantly short of what you expect of us. All of us at South West Water live and work in the region, just like you. It is our home and a place we love. I am sorry this has happened.

"I promise you that we will not stop working until the situation has been resolved and drinking water returns to the quality level you expect."

The Department for Environment, Food and Rural Affairs (Defra) said in an update that South West Water believes it has tracked down the source of the contamination, but investigations continue while the boil water notice is in place. Customers are advised against drinking untreated tap water. This includes refraining from drinking, cooking, food preparation or teeth brushing utilising the tap water for the moment.

However, normal tap water can be used safely for washing, bathing, and toilet flushing.

A Defra spokesperson said: "We are receiving regular updates South West Water, who are working with the Drinking Water Inspectorate and UK Health Security Agency, to identify the source of the contamination. We need South West Water to resolve this issue and ensure clean water returns to the Brixham area as soon as possible.

"We will also be working with the local authority, MPs and other partners locally to ensure the local community is supported during this time. We can assure residents that boiled water is safe and we ask them to continue to follow the boiling measures as advised."

South West Water CEO Susan Davy's statement in full

Dear Customer,

I felt it necessary to provide an update on the situation in Brixham, south Devon.

Your health and safety is always at the forefront of our priorities. Hence, following test results showing the presence of cryptosporidium at Hillhead, we advised those affected to boil their drinking water before consuming it since Wednesday 15 May.

Although recent tests showed that water from our treatment works was clear, small traces of cryptosporidium were detected in Hillhead area of Brixham in the early hours of Wednesday morning. Teaming up with the UK Health Security Agency, we immediately issued a boil water notice to all affected customers and businesses.

Our ground technicians have been working tirelessly around the clock to detect the contamination source and fix the issue to restore normal water supply. Whilst we are copiously working towards fixing the issue, bottled water has been supplied to vulnerable customers, local businesses and schools.

Bottled water is also being made available for local residents.

I recognise the substantial impact the boil water notice has had on everyday life. In acknowledgement of this inconvenience, we will be increasing our compensation payment to £115.

This payment will be made automatically where we have direct debit details, or applied as a credit to your next water bill where we do not. There is no need for you to take any action.

To those affected in the area and our customers across the South West, I sincerely apologise for the disruption and wider anxiety this has caused. While incidents like these are thankfully very rare, our customers expect a safe, clean, and reliable source of drinking water.

I acknowledge that on this occasion we have fallen significantly short of what you expect of us.

We will be providing updates, including on our website homepage and 'In Your Area' section, with additional information on Facebook. Our team is also available to answer your questions.

All of us at South West Water live and work in the region, just like you. It is our home and a place we love.

I am sorry this has happened.

I assure you that we will not stop working until the situation has been resolved and drinking water returns to the quality level you expect.

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