Help and Contact

Customer guide and policy library


Your home, bills and payments

Empty Property Guide

Our guide for customers who have recently moved into a new home or have questions about a vacant property.

READ OUR EMPTY PROPERTY GUIDE

 


Guide to Breathing Space Moratorium

Breathing Space Moratorium is a debt respite scheme that helps to support people in problem debt.Problem debt is someone who cannot or who is unlikely to be able to repay all or some of their debt.This is a new legislation that came into effect on 4th May 2021 and aims to give anyone in problem debt the opportunity to take control of their finances.

READ OUR GUIDE TO BREATHING SPACE MORATORIUM

 


Guide to making or receiving payments

A guide to provide you with support and guidance about making payments to Severn Trent, the different payment methods available to you and the payments we may make to you. 

READ OUR PAYMENTS GUIDE

 


Metering Matters – A guide to our installation policy

We have created this guide to provide support to customers who have queries about new water meter installations.

READ OUR METER INSTALLATION GUIDE

 


Metering Matters – A guide to our Fixing Any Faults policy

We have created this guide to provide support and guidance to our customers who believe they have an issue with their meter. Some, although not all, meter issues may cause higher usage than expected. This guide sets out what issues could cause higher usage and how to get in touch so we can investigate this for you.

READ OUR GUIDE TO FIXING METERING FAULTS

 


Sharing data with Credit Reference Agencies

Before giving you credit, lenders such as banks, loan companies and shops want to be confident that you can repay the money they lend. To help them do this, they may look at the information held by companies called Credit Reference Agencies. 

READ OUR DATA SHARING GUIDE

 


Your water supply and waste services

Replacing lead pipes guide

We have created this guide to provide you with support and guidance if you are concerned about having lead pipes and/or considering getting your pipes replaced.

READ OUR GUIDE TO REPLACING LEAD PIPES

 


Sewage smells policy

Our responsibilities when you notice sewage smells, what we will do to investigate the cause and how we can help you get it resolved. 

READ OUR SEWER SMELLS POLICY

 


Sewer flooding guide

This guide is to support customers who have experienced a sewer flood. This guide provides information about; your drain ownership and what support customers can expect from Severn Trent.

READ OUR GUIDE TO SEWER FLOODING

 


Water pressure policy guide

We have created this guide to provide you with support and guidance should you have any queries about your water pressure, flow of water or supply interruptions.It will provide an overview around what you should do when you become aware of issues affecting your day to day water use. It will also guide you on who is responsible to fix the issue.

READ OUR GUIDE TO OUR WATER PRESSURE POLICY

 


Water quality guide

A guide to help you with any queries you may have about the quality of the water coming from your taps. The guide will offer advice on how you can address any issues you may be experiencing and also explain what we will do if your water is anything less than WONDERFUL.

READ OUR WATER QUALITY GUIDE