Advice to our Customers in Ratby, Kirby Muxloe and surrounding areas 

You have our assurance that Severn Trent will help and support anybody that has a faulty or damaged appliance as a result of water passing the gas meter.

 

Please refer to the following advice on what to do if your appliance currently isn’t working and how you can get help.

 

Advice for households:

 

1)      If Cadent has confirmed that water has affected your appliances: 

o   You will be contacted directly by Severn Trent’s loss adjusters called Sedgwick

o   Sedgwick will contact you to discuss your individual needs and arrange the right support including a site visit by an engineer so the issue can be resolved quickly

o   Gas engineers are ready and available to fix and install new appliances as quickly as possible

o   Cadent has shared a list of households and Sedgwick is in the process of calling you

 

2)      If Cadent has put your gas back on but you have any new issues or faults that occur with your gas appliances:

o   Severn Trent will help and support any customers with damage to their appliances from water that has gone past the gas meter as a result of this issue

o   Sedgwick, Severn Trent’s loss adjusters can be available on 01924 428 703 (between 9am-5pm) or 0345 604 8580 (outside of office hours) to help arrange a resolution

 

We understand how challenging things have been in Ratby and our teams have been in the area fixing the issue. We have also been visiting people door-to-door who have had issues with their water supply, whilst Cadent focussed on supporting its gas customers.  Whilst investigations into what happened are ongoing, our priority has been to make sure everyone continues to have water, and we are continuing to support the community and Cadent.

We like to reassure everyone that we will continue to work with all the partner agencies including Cadent and the Council until everything is resolved. It’s our absolute priority to continue to contact and reach out to those with a faulty or damaged appliances to make sure you’re okay and aware of next steps.

We remain in the community with Cadent and the other agencies, door knocking and we’re present for anyone who needs us until everything is resolved for you and your neighbours. The village hall will also remain open for anyone who needs extra support, and as the weather is set to get colder, please do talk to us, Cadent and to the Council if you think we can help.

Also we’d like to say huge thanks to everyone who we have met with, we appreciate your understanding as we work to contact you all.

There’s a great community spirit within Ratby, and we’re so thankful for the kindness our teams have been welcomed with.

If you have been affected, or have a damaged appliance due to water going past the gas meter , please refer to the below information.

Advice for households:

1 If Cadent has confirmed that water has affected your appliances:  
◦ You will be contacted directly
◦ Severn Trent’s insurance team called Sedgwick will contact you to arrange a site visit by an engineer so the issue can be resolved quickly
◦ You should expect a call to discuss your individual needs and arrange the right support
◦ The engineer will discuss the best option for you, which may include replacement or a cash settlement depending on your boiler age
◦ If a direct replacement is the best option, gas engineers are ready and available to fix and install new appliances as quickly as possible.
◦ Cadent is in the process of sharing contact details of those households impacted and once this has been received, Sedgwick will contact you

2 If a new issue occur with your appliances, or if the failure has only just occurred:
◦ Please contact Sedgwick – Severn Trent’s insurance team - who are available on 01924 428 703 (between 9am-5pm) to help arrange a resolution.
If an issue happens out of hours, so after 5pm then you can email them on severntrent@uk.sedgwick.com. They will then call you back the next day. Please only contact Sedgwick if you have an appliance issue, if you have problems with you water supply or anything else please contact us on 0800 783 4444.

◦ Severn Trent will help and support any customers with damage to their appliances from water that has gone past the gas meter as a result of this issue
◦ Our customer teams will be in the area and available between 8am and 4pm and can be found the Village Hall

Thank you to everyone for their ongoing support as our teams continue to help make sure everything is resolved following the issues last week.

It’s our absolute priority to continue to support those with faulty or damaged appliances due to water going past the gas meter, and be there for anyone who needs us.

The Severn Trent team remains at village hall for anyone who needs extra support, and as the weather is set to get colder, please do talk to us, Cadent and to the Council if you think we can help.

There’s a great community spirit within Ratby, and we’re so thankful for the kindness our teams have been welcomed with.

Please read on for information that may be of use to you.

Important information on Severn Trent activity in the area

Please be vigilant and keep safe from any bogus callers

The only door knocking and customer visits on behalf of Severn Trent will be from our appointed Gas specialist engineers from Aspect.

 

They have

• Bright yellow vans and all of the Aspect engineers will wear high vis with Aspect on it

 

• Gas-safe ID Cards with their names and photos on them.

 

• They will share these and make them visible when visiting people.

 

Severn Trent customer teams are stationed at Ratby Village Hall and will be this week and over the weekend to meet customers and discuss any issues. There are currently no Severn Trent engineers visiting customers at their properties.

 

• All Severn Trent employees have a number on their ID badge, that you can also call to confirm their identity.

If anyone has any concerns or would like to confirm the identity of someone claiming to be from Severn Trent, then please contact us on 0800 783 4444.

 

Our phone lines are manned 24-hours a day, seven days a week, and our employees fully expect customers to check their identity, either with a card or a call.

They’ll be happy to wait while you carry out the necessary checks

If you have been affected, or have a damaged appliance due to water going past the gas meter , please refer to the below information.
Advice for households:
1 If Cadent has confirmed that water has affected your appliances:  
◦ You will be contacted directly
◦ Severn Trent’s claims recovery team called Sedgwick will contact you to arrange a site visit by an engineer so the issue can be resolved quickly
◦ You should expect a call to discuss your individual needs and arrange the right support
◦ The Aspect engineer will discuss the best option for you, which may include replacement or a cash settlement depending on your boiler age
◦ If a direct replacement is the best option, gas engineers are ready and available to fix and install new appliances as quickly as possible.
◦ Cadent is in the process of sharing contact details of those households impacted and once this has been received, Sedgwick will contact you

-Please refer to the advice above on being aware of only speak to Sedgewick, an Aspect engineer or Severn Trent – check people’s identity cards 
2 If a new issue occur with your appliances, or if the failure has only just occurred:
◦ Please contact Sedgwick – Severn Trent’s insurance team - who are available on 01924 428 703 (between 9am-5pm) to help arrange a resolution.
If an issue happens out of hours, so after 5pm email severntrent@uk.sedgwick.com. They will then call you back the next day.

Please only contact Sedgwick if you have an appliance issue, if you have problems with you water supply or anything else please contact us on 0800 783 4444.

◦ Severn Trent will help and support any customers with damage to their appliances from water that has gone past the gas meter as a result of this issue
◦ Our customer teams will be in the area and available between 8am and 4pm and can be found the Village Hall

-Please refer to the advice above on being aware of only speak to Sedgewick, an Aspect engineer or Severn Trent – check people’s identity cards.

An update for Ratby residents

Helping to fix appliances

We know it’s been really difficult to be without your appliances and at Severn Trent we’re committed to supporting anyone who’s appliances have been damaged because of water passing the meter on the gas network. We’re helping hundreds of households so we’re currently prioritising boilers and gas hobs, so that everyone has heating and cooking facilities.

Supporting with claims – who to contact

1. If you have damage to appliances caused by water because of this incident: Sedgwick is Severn Trent’s claim handler, and they’ll be contacting people to settle claims as Cadent has passed us your details. If you wanted to speak to them, their phone lines are open Mon-Fri from 8 – 5pm and Sat-Sun from 8am – 1pm. Outside of these hours, you can email severntrent@uk.sedgwick.com and they’ll contact you as soon as they can. Sedgwick is in constant conversation with engineers on the ground, a company called Aspect who are gas safe engineers.
2. Issues concerning gas supply: Cadent has a standard claims process for customers off gas supply and will be able to help with any questions on this.

Repairs

Aspect (Severn Trent’s Gas Safe Engineers) are currently working through repairing damaged boilers. Their engineers will work with you to either repair your existing boiler, or order replacements and fit them for you. They’ll be around early morning until late night, including over the weekend and you’ll spot them via their bright yellow vans. They’re fully focused on boilers at the moment as they work their way through affected customers.

For gas hobs, Aspect can repair or arrange to fit replacements for you and will be working their way through affected properties as soon as they can.

If you’ve suffered damage to other gas appliances such as gas fires, then unfortunately you’ll need to arrange for your own engineers to complete the work. Although it isn’t something that we’re able to arrange, we will of course reimburse you for any reasonable repair costs and you can talk to Sedgwick (our claim handler) about that.

Please be vigilant and keep safe

The only door knocking and customer visits on behalf of Severn Trent will be from gas specialist engineers from Aspect. Keep an eye out for their bright yellow vans and the high vis with ‘Aspect’ on it that they’ll all wear. They’ll all have ID cards with their names and photos on too which they’ll share and make visible when visiting people.

We’re here to help – find us at the village hall

If you have any issues, or there’s anything you’d like to come and chat to us about, we’ll be at the village hall between 8am and 4pm this weekend. We really appreciate you being so welcoming to our teams and we’re here if you need us.

 

We know it’s been really difficult to be without your appliances and at Severn Trent we’re committed to supporting anyone who’s appliances have been damaged because of water passing the meter on the gas network. We’re helping hundreds of households and are replacing boilers and gas hobs, to ensure that everyone has heating and hot water.

Our customer teams will be in the area and available:

• Ratby Village Hall, 8am-4pm until Monday 19th February
• Ratby Church Rooms, 8am-4pm Monday 19th – Friday 23rd February

Advice for households

1 If Cadent has confirmed that water has affected your appliances: ◦ You will be contacted directly

• Severn Trent’s claims recovery team called Sedgwick will contact you to arrange a site visit by an engineer so the issue can be resolved quickly, alternatively you can make your own arrangements and discuss with Sedgwick.
• You should expect a call to discuss your individual needs and arrange the right support.
• If a direct replacement is the best option, gas engineers are ready and available to fix and install new appliances as quickly as possible.

2 If a new issue occurs with your appliances, or if the failure has only just occurred:
Please contact Sedgwick who are available on 01924 428 703 (between 9am-5pm or email severntrent@uk.sedgwick.com

outside of these hours)

Please only contact Sedgwick if you have an appliance issue, if you have problems with you water supply or anything else, please contact us on 0800 783 4444.

For any issues concerning gas supply, Cadent has a standard claims process for customers off gas supply and will be able to help with any questions on this.

 

Repairs

Aspect (Severn Trent’s Gas Safe Engineers) are currently working through repairing damaged boilers. Their engineers will work with you to either repair your existing boiler, or order replacements and fit them for you. They’ll be around early morning until late night, including over the weekend and you’ll spot them via their bright yellow vans/white vans , dual badged I.D. and Aspect Hi Viz.

They’re fully focused on boilers at the moment as they work their way through affected customers.

For gas hobs, Aspect can repair or arrange to fit replacements for you and will be working their way through affected properties as soon as they can.

If you’ve suffered damage to other gas appliances such as gas fires, then unfortunately you’ll need to arrange for your own engineers to complete the work. Although it isn’t something that we’re able to arrange, we will of course reimburse you for any reasonable repair costs and you can talk to Sedgwick (our claim handler) about that.

Please be vigilant and keep safe

The only door knocking and customer visits on behalf of Severn Trent will be from gas specialist engineers from Aspect. Keep an eye out for the high vis with ‘Aspect’ on it that they’ll all wear. They’ll all have ID cards with their names and photos on too which they’ll share and make visible when visiting people.

An update for on activity in the local area – change of location

Our teams will remain in the area to help people with questions and for those who need some support.

Our customer teams are moving from Ratby Church Rooms from today (23rd Feb), and will be in the Plough Inn Car Park from Monday 26^th February.

Please note, there will be no onsite support over the weekend (24^th/25th). For customers with emergencies or urgent issues please call our customer contact centre on 0800 783 4444.

We will be located on our Education buses, on the following dates and times until Friday (1^st March).

• Monday 8-4
• Tuesday – We’re not in the area, but Sedgwick are available by phone.
• Wednesday – 8-4
• Thursday 8-4
•  Friday 8-4

 

All engineers working in the area for Aspect are gas safe registered.

 

They should be able to produce their Aspect ID and their gas safe card. There is a supporting team made up of general builders, a roofer and some plumbers who are carrying out work in relation to the work in the community. This work includes things like condense pipework, roofing work to weather in the newly installed boiler flues and boxing in around internal pipework.

 

There is a slight lag on some of the supporting trades as the more urgent emergency work is being prioritised.

 

If you prefer to get this work carried out yourself, you can do so and will need to discuss reimbursement with Sedgwick.

 

Documentation around the commissioning of boilers and other appliances completed on site at the time of installation will be sent to you after the installation. The same applies for any warranty information.

 

If your appliance is water damaged and cannot be safely purged and relit it will be switched off with a do not use sticker placed on it. That is a gas safe requirement.

 

Further advice for households

If a new issue occurs with your appliances, or if the failure has only just occurred:

• Please contact Sedgwick who are available on 01924 428 703 (between 9am-5pm or email severntrent@uk.sedgwick.com outside of these hours)

Please only contact Sedgwick if you have an appliance issue, if you have problems with you water supply or anything else, please contact us on 0800 783 4444.

For any issues concerning gas supply, Cadent has a standard claims process for customers off gas supply and will be able to help with any questions on this.

Repairs

If you’ve suffered damage to other gas appliances such as gas fires, then unfortunately you’ll need to arrange for your own engineers to complete the work. Although it isn’t something that we’re able to arrange, we will of course reimburse you for any reasonable repair costs and you can talk to Sedgwick (our claim handler) about that.

Please be vigilant and keep safe

The only door knocking and customer visits on behalf of Severn Trent will be from gas specialist engineers from Aspect. Keep an eye out for the high vis with ‘Aspect’ on it that they’ll all wear. They’ll all have ID cards with their names and photos on too which they’ll share and make visible when visiting people.

We’d like to say thanks to everyone in the community for their continued support and patience as we continue to work in the area.

We’d like to thank everyone for continuing to be so welcoming to our teams as we remain in the community supporting anyone with an issue with a gas appliance.

 

Severn Trent is working with Aspect, who are the engineers carrying out the gas appliance checks and replacements where needed, so we wanted to provide you with some further information should you come across any issues or have questions about your appliance.

If you have a new issue with a gas appliance

Then you should contact Aspect directly, and they will arrange a visit, this can be done by calling 07730090881, or emailing  claims@aspect.co.uk.

Aspect are currently prioritising boilers, vulnerable customers, and customers without heating. 

If you have been in contact with Aspect already

Everyone who has already requested an appliance check we really appreciate your patience, please be assured you’re on the list and will be visited as soon as possible.

If you are not at home when Aspect attend, they will continue efforts to make contact by phone or another home visit.

You’ve had an appliance replaced by Aspect

With any replacement or work Aspect do, there is a full guarantee on all their work which can be found here:  aspect.co.uk/our-guarantee/ .

This includes if a defect for which Aspect accept responsibility appears within 12 months of the work being completed, they will arrange for it to be corrected at no additional cost.

You will also be provided with warranty information on any appliance fitted. If for any reason you need further details on warranty, you can get this from Aspect or directly from the manufacturer.  

You have a Range cooker, Aga cooker, Gas fire or an issue with a hob

As we need to prioritise boilers, so customers have heating in their home, Aspect is replacing boilers as a priority, and hobs are being repaired as quickly as possible to make sure customers have cooking facilities.  Any hobs that require replacement are being dealt with as stock arrives on site.

Aspect is not able to replace Range cookers, Aga cookers or Gas Fires, for support on this, please contact Sedgwick, the Severn Trent insurance claims handling team on 01924 428 703 between 9am-5pm, or if you prefer you can email severntrent@uk.sedgwick.com

Sedgwick is also on hand to help and support you with any questions about any of the process.

 

We know that things have been challenging, and we really appreciate the patience and understanding by the community as Aspect work hard to visit everyone requiring repair or replacement.

It’s our absolute priority to make sure you’re supported, so please get in touch if there’s anything we can help with.

We’d like to thank everyone for their patience and understanding, as our teams continue to support any customers with an issue with a gas appliance.

Aspect have continued to remain on site and will continue to work through any boilers for those living in Ratby and Kirby Muxlow - while offering support where appliances are suspected to have suffered water damage.

With gas hobs, Sedgwick, our insurance company, will now be taking over any issues with gas hobs including those which Aspect have yet to replace, along with the gas fires and cookers they are already managing. Any quotes or reports of damaged appliances should be submitted in the normal way using the contact details below.

If Aspect have seen your appliance and confirmed that there’s an issue, they will shared your details with Sedgwick to help simplify the process and make this quicker for you. If anyone has a new issue, and suspects damage, please call Aspect to verify.

Sedgwick have access to approved supplier lists for appliances which will remove the need for more than one estimate if you use them.

If you wish to contact your own insurer to make any replacement, you may do so, or if you wish to arrange yourself please do   but Sedgwick will need to check the costs estimate provided.

Anyone who needs any extra support through the process, or if anything is not clear – then Sedgwick will be more than happy to help.

We know that things have been challenging, and we really appreciate the patience and understanding by the community as we work hard to visit everyone requiring repair or replacement.

It’s our absolute priority to make sure you’re supported, so please get in touch if there’s anything we can help with.

Sedgwick contact details:

· Tele No: 01924 428 703   -  This now has the call options for Ratby

· Email : severntrent@uk.sedgwick.com   -   Adding subject  “RATBY  -  Customer name  - 1st line of address and postcode”  so we can easily identify in our mailbox.

Aspect contact details

· Tele No: 07730090881

· Email:  claims@aspect.co.uk