How Severn Trent teams swung into action to restore supplies to customers after power outage at Shropshire site  

5th December 2023

All Severn Trent customers in the Cluddley area are now back on supply after our teams swung into action following an early morning power outage at one of our Shropshire sites.

The alert began at 4.30am today – 5 December - after the electricity outage triggered alarms with at that time 4,500 homes potentially affected.

The incident sparked an immediate response from Severn Trent with a team of engineers swiftly switching to a back-up generator, while water tankers were dispatched to the scene to help boost supplies to properties.

Affected customers were alerted to the incident via regular updates on the Severn Trent website, plus through texts, while vulnerable householders were contacted directly via phone to ensure they had the very latest updates.

By 9am around 3,500 homes had had their water supply reconnected, with the remaining 1,000 customers back on by midday, marking the end of the incident.

An investigation into the cause of the power cut is now underway by Western Power and Severn Trent, which had issued an earlier press release to local media explaining the situation to customers and apologising for any inconvenience.

Jonathon Wroe, Severn Trent’s Operational Control Centre Lead, said: “Multiple teams across Severn Trent came together to tackle this power cut, with the number one priority of getting customers back on supply as quickly as possible.

“As well as engineer teams out in Cluddley, we also had experts from across many departments liaising at our Coventry HQ to bring this incident to a quick conclusion. It was great teamwork from all those involved.”

Jodie Bowen, Customer Contact Lead at Severn Trent, said: “Customers are our priority at Severn Trent, so communication is vital during incidents like we saw in Cluddley today.

“To let people know exactly what was going on we updated the website regularly, sent texts, and also make direct contact with any vulnerable customers to ensure they were kept up to date.

“We know how frustrating supply interruptions are for our customers, which is why all our teams work so hard to keep disruption to a minimum. We’d like to thank everyone for their patience whilst we restored supplies today.”