The incident happened on Sunday, May 24 and involved a burst main and flooding on Girling Road in Dereham.

Many homes were left with no running water or low pressure as temperatures soared over 30C.

Water supply was restored on May 26 after multiple repairs, but frustration remained around wait times as well as the delivery of bottled water to vulnerable people and care homes.

Mark Thurston, the chief executive of Anglian Water (Image: Anglian Water)

Mark Thurston, chief executive of Anglian Water, had previously issued an apology and admitted a catalogue of blunders.

But in a follow-up e-mail that was shared online, he added that payments under the Guaranteed Standards Scheme (GSS) are "subject to specific eligibility criteria".

Mr Thurston said: "Our records indicate that the customers concerned were not without a water supply for more than 12 consecutive hours and, as such, did not meet the qualifying criteria for compensation under the scheme.

"In addition, bottled water payments under GSS only apply where no alternative supply is provided after the qualifying period.

"We understand that this will be disappointing for residents who incurred additional costs during the incident, and we do not underestimate the impact this event had on those affected".

Anglian Water said customers did not meet the qualifying criteria for compensation (Image: Newsquest)

Mr Thurston said that bottled water deliveries........

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