Customer care FAQ

customer care

What services do you offer to customers with individual needs?
Are there bill reductions available for customers who have large families and are on benefits or are suffering from medical conditions?
What is Severn Trent Water’s policy on meeting guaranteed customer standards?
How do I know a Severn Trent Water visitor is genuine?
Where can I find information on the quality of water in my area?

What services do you offer to customers with individual needs?

We have a nominee scheme, special arrangements for dialysis patients and a secure password scheme to help protect you against bogus callers. We can also offer a bill reading service or supply bills and correspondence in alternative formats, including large print or Braille.

Please go to the library to request our Access to Our Services information pack for further information.

If you would like to contact us by textphone, our number is 0800 328 1155.

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Are there bill reductions available for customers who have large families and are on benefits or are suffering from medical conditions?

If you are receiving benefits and have 3 or more children under 19 living with you permanently, or a member of your household is being treated for certain medical conditions, you could limit your bills to no more than the average household bill.

Qualifying benefits include income support, new working families’ tax credit, child tax credit, pension credit and income based job seekers allowance.

Qualifying medical conditions include flaky skin disease, eczema, psoriasis, incontinence, and home dialysis.

Learn more about Vulnerable Customers.

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What is Severn Trent Water’s policy on meeting guaranteed customer standards?

We try to provide the best possible service on every occasion. However, on the few instances that we do not meet our service standards we will pay you £20. This guarantee covers;

Keeping appointments
Responding to written complaints within 10 working days
Responding to bill enquiries within 10 working days or 5 days when requesting a change in your method of payment
Informing you 48 hours before any planned work which might result in you losing your water for more than 4 hours
Restoring your water supply when we say we will
Restoring supplies within 12 hours following an emergency, such as a burst pipe (48 hours for water classed as strategic)
Protecting your property from sewer flooding (if the fault is ours you could be eligible for statutory payment)
Providing suitable water pressure for your property. Where we cause consistently low pressure we will refund £25, excluding situations for necessary work (certain conditions apply)
Providing you with a healthy water supply. (We will compensate you £25 in the unlikely event of us issuing a ‘boil water’ warning).

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How do I know a Severn Trent Water visitor is genuine?

If a Severn Trent Water employee needs to come into your home, they will show you an identity card. This is comprised of a photograph, name of the caller and a telephone number.

If you are concerned, call us straight away on 0800 783 4444. DO NOT telephone any number provided by the caller. For your own protection, why not join our password protection scheme by calling 08457 500 500. You could also consider getting a door chain fitted and using it to check who is calling before letting anyone enter your house.

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Where can I find information on the quality of water in my area?

Using your postcode you can find out more details about your area's water quality. Alternatively, you can call 0800 783 4444 or write to us at Water Quality Enquiry, Severn Trent Water Ltd, PO Box 5310, Coventry CV3 9FJ.

The company holds a public register of water quality information for the Severn Trent Water region. The register is available for inspection between 9am and 5pm Monday to Friday at the Company's registered office situated at Severn Trent Water Ltd, 2 St John's Street, Coventry CV1 2LZ.

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