Water company apologises after sending ‘welcome to your new home’ card to man whose flat was ruined by burst water pipe

‘Is this a genuine mistake, a poor attempt at humour or are they just taking the mick?’ Nik Ross says

A man has described a water company as “insensitive” for sending him a postcard that reads “welcome to your new home” after a flood at his old flat caused him to lose £7,000 worth of possessions.

In August 2020, a water main burst at the home of gas engineer Nik Ross in Canterbury, Kent.

After water flooded through his entire ground-floor flat, Mr Ross was forced to move out, staying at two hotels before he was rehoused by South East Water.

When Mr Ross moved into his new property, he received an unexpected note from South East Water – a card that read “home sweet home” on the front and “welcome to your new home” on the back.

“My partner’s reaction was to laugh at first because you’d think they’d have a note on our account to say not to send this,” he said.

(Nik Ross / SWNS)

“I also had a laugh until I read it and saw it said ‘welcome to your new home’ on the back, then the red mist started to descend.”

Mr Ross said that while he and his partner Georgina have somewhere to live, “it just doesn’t feel like home”.

“Is this a genuine mistake, a poor attempt at humour or are they taking the mick?” he stated.

“For a start that’s extremely insensitive. Is it a good idea to send this particular customer a welcome home postcard?”

(Nik Ross / SWNS)

On the back of the card, it states: “I just wanted to send you a quick note to say congratulations on your new home and I do hope everything has gone smoothly.”

Jenny Rhodes, a representative of South East Water, issued an apology on behalf of the firm, saying it was a “genuine mistake” for Mr Ross to receive the card.

“Usually when a customer moves into a new home we provide them with all the necessary information about South East Water and, as a courtesy, congratulate them on moving in with a card,” Ms Rhodes said.

“Unfortunately it wasn’t spotted that one of the new accounts was following the flooding and sending this was a genuine mistake on our part for which we are very sorry.”

(Nik Ross / SWNS)

The water main for Mr Ross’s old flat burst in the early hours of Tuesday 11 August, marking the second time the gas engineer’s property had been flooded after a water main previously burst at the same spot.

“It’s happened to us again, except worse. Last year was unfortunate – but this year they’ve got no excuse,” he said.

“The figure is close to £7,000 of lost items and property, including £697 of locksmith equipment. I’ve lost two days’ work and I’m having to turn certain locksmith jobs down because I haven’t got my equipment.”

Ms Rhodes stated that South East Water conducted an investigation in May in the area following a report of a leak, with no evidence found.