Codes of practice
The standards of service you can expect from us.
We operate under a licence which was granted by the Secretary of State for the Environment, Food and Rural Affairs. This means that there are many laws and regulations which govern what we do and the rights you have as a customer.
Independent regulators monitor our business to ensure that we operate fairly. In addition to this we have introduced our own policies and services which go beyond our regulatory obligations.
These pages set out our Codes of Practice. They describe the services we provide, what your rights are as a household customer and what to do if things go wrong.
The Codes have been produced in consultation with the Consumer Council for Water (CCW).
From time to time we’ll revise the Codes and update them to include our improvements in services to you. Nothing in our Codes of Practice affects your rights under the Law, nor is it a contract between the Company and you.
The Retail Market
On 1st April 2017 the retail market opened for commercial customers in the UK.
Severn Trent no longer provide billing services to commercial customers and you should contact your retailer directly if you have a billing query, even if your query relates to previous contact you’ve had with Severn Trent. We will be contacted directly by your retailer if they require any assistance from us.
If you have an emergency water or waste issue, you can contact us using Web Messenger, WhatsApp and our Social Media channels, or you can call our emergency contact centre on 0800 783 4444. However, if you have an ongoing water or waste issue and wish to write in about this, you should contact your retailer directly – again, we’ll be contacted directly by your retailer if they require any assistance from us.
If you do not know who your retailer is, you can visit the Open Water website where you’ll be able to find all the information about the retail market.