We want to help
We’re so sorry for your loss and appreciate you taking the time to inform us during such a difficult time.
We’re here to make things as simple and stress-free as possible for you. That’s why we’ve created this pack to let you know what happens next, what we might need from you, and answer some of the most common questions.
Our aim is to support you every step of the way.
What happens next with the water account
If you or someone you know is still living in the property
We’ll make sure the account is updated to the correct name and make all the relevant changes for you. A new account number may be created.
If the property is now empty, you can follow the steps below to see what you need to do.
If the property is empty
We’ll close the account to the date the keys get returned to the landlord, lettings agent or housing association.
If you know them, we’ll just need their contact details so we can make sure everything is set up correctly on their side and means there’s no need for us to contact you again. If you don’t have these details, or you’ve already shared them with us, there’s no need to do anything further.
The account will remain open until the property is sold or transferred, once this happens, we’ll close the account.
The executor will be our main point of contact while the account is open but won’t be personally responsible for any charges.
Keep us updated if anything changes, such as the property being sold or if there is no water being used at this time.
Once the account has been closed, a final bill will be created to the date it was closed.
To make sure it’s accurate and sent to the right person, we’ll need a meter reading (if the property has a water meter) and contact details for the executor or administrator, including a forwarding address.
If you’ve already given us these details, you don’t need to provide them again.
If the account is in credit, we’ll send a cheque made payable to “Estate of [Name].”
If this can’t be cashed or you’d prefer a different refund method, we’ll need to confirm executorship before we can arrange this.
Don’t worry—we’ll guide you through what’s needed and make the process as simple as possible.
If there’s a debit balance owing, we won’t contact you for 90 days.
If after the 90 days there is still no payment, our bereavement specialist partners, Phillips & Cohen, will get in touch to help resolve things with you.
If there are no funds available to pay the balance, please let us know.
Providing proof of executorship or administration is important because it legally confirms who is authorised to make decisions on the account of the person who has passed away, ensuring we share information and make changes with the correct person.
Proof of executorship is a document that shows you have the legal authority to manage the affairs of someone who has passed away. This is usually the grant of probate (if there’s a will) or Letter of Administration (if there isn’t a will). These documents confirm you’re the person responsible for handling the estate, including closing or transferring accounts.
You can email a copy of either document to us at customercare@severntrent.co.uk —just include the account number or address so we know which account it relates to. If it’s easier, you can chat to our team via WhatsApp and send copies of your documents there.
Once we’ve received your documents, we’ll confirm with you so you know everything is in order.
Frequently asked questions
A final bill will be issued within 5-7 working days of the account being closed. It will confirm the final balance on the account, whether that’s a credit or a debit balance.
After your refund has been issued, it can take up to 10 working days to reach you by bank transfer, or up to 17 working days if paid by cheque. Before issuing a refund, we may occasionally need further information to confirm we’re returning any credit to the correct person.
We understand it might feel unnecessary to pay for water when no one is living there. However, there are still standing charges that keep the water supply and sewerage services ready for when they’re needed. Sometimes a little water is used for things like, cleaning, flushing toilets, or even making a quick cup of tea during visits. These charges make sure the property stays connected and safe.
If there isn’t already a water meter installed and you’d like to make sure you’re only paying for the water that’s used while the property is empty, we can look at installing a meter for you free of charge. This can help give you greater control over your charges while the property is unoccupied.
We ask for proof of executorship to make sure we’re speaking to the right person and protecting the account. It confirms you have the legal authority to manage the estate, Including closing or transferring the account. This helps prevent any mistakes or unauthorised changes and ensures everything is handled correctly and securely.
Not everyone needs probate. If the estate is small or there’s no property to sell, probate might not be required. In that case, we’ll still need something to show you’re the right person to manage the account. This could be a copy of the will, a solicitor’s letter, or other documents confirming your authority. If you’re unsure, just let us know and we’ll guide you through what’s accepted.
The Small Estates form is used when probate isn’t needed. It lets you legally request the transfer of any remaining balance from the account of someone who has passed away into your own name. You can use this form if the estate is worth less than £25,000, and there’s no plan to apply for probate. You’ll need to include a certified copy of the death certificate, and a solicitor or Commissioner for Oaths must confirm your identity on the form.
Phillips & Cohen Associates are a bereavement support company that Severn Trent works with to help manage accounts when someone has passed away. If they contact you, it’s usually because there’s an outstanding balance on the account.
They aim to handle these situations with care and will guide you through the process of settling the account and completing probate, if required.
If you’re contacted by them, the best thing to do is speak with them directly—they’ll explain what’s needed and guide you through the process. Make sure you have any relevant details to hand, such as the account number and a copy of the death certificate, to help things go smoothly.
Other organisations to notify
When someone passes away, there are often several other companies and organisations that need to be informed - such as banks, insurance providers, local councils, and phone or
broadband suppliers.
To make this easier, services like Tell Us Once (offered by the UK government) or Life Ledger can help notify multiple providers on your behalf, saving you time and effort during a difficult
period.
We understand this is a difficult time, and you’re not alone
If you need emotional support or someone to talk to, there are organisations that can help.
Charities such as Cruse Bereavement Support, Samaritans, and Marie Curie offer free, confidential advice and guidance. They’re there to listen and support you whenever you need it.
For more information visit: