Customer conduct policy
To ensure the safety and well-being of our staff, Severn Trent has established guidelines for acceptable customer behavior. This policy outlines what constitutes unacceptable behavior and the consequences of violating these guidelines.
Acceptable conduct guidelines
Severn Trent aims to provide excellent service to all of our customers, and we know it can be frustrating when you feel let down or that your concerns aren’t being listened to, and we completely believe and respect that our customers have the right to express their views and ask questions if they feel out service falls below this, we welcome customers to contact us through their channel of choice where necessary so we can address these concerns.
We expect customers to act with respect when interacting with our staff. In certain circumstances the conduct or behaviour towards our staff may be considered unacceptable or unreasonable, this includes violence, abuse, and discriminatory behaviour.
This policy sets out Severn Trent’s approach to recognising unacceptable or unreasonable customer behaviour, and what actions we may take to manage this behaviour and protect our staff.
Unacceptable or unreasonable behaviour
Unacceptable behaviour
We understand our customers may feel frustrated or upset with something we have done, and we are fully committed to investigate and respond to these issues. We won’t tolerate aggressive or abusive behaviour directed towards our staff during any form of communication i.e. over the phone, face to face, or through any of our digital contact channels. This includes:
Unreasonable behaviour
On occasions customers may make unacceptable demands on services we provide. The nature and scale of service they expect and make in relation to the concern or complaint they may have. This includes:
How this policy works
When we consider a customer’s behaviour or contact to fall into any of the above categories, our staff will politely and respectfully ask customers to stop using particular kind of language or behaving in this way. If the behaviour, then continues our staff are empowered to stop the conversation or remove themselves from the situation.
Any physical attack or violence will not be tolerated and will always be reported to authorities.
Who this policy applies to
This policy applies to all Severn Trent customers and any members of the public that engage with our staff in any form of communication.
This includes contractors and third parties working on our behalf.
More help and support
If you have further questions about the above policy, please contact us and someone will be able to support you with your query.
Alternatively you can write to us at Severn Trent, PO Box 407, Darlington, DL1 9WD.
You can download or print our Customer Conduct Policy below.