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Severn Trent to compensate customers in Tenbury Wells

2nd October 2017

Severn Trent will be paying compensation to all customers advised not to drink their water in and around Tenbury Wells after a pipe burst on Friday night.

The payment of £25, which is roughly the same as having a month free water and waste services on the average combined bill, will be credited automatically so customers don’t need to do anything in order to receive this payment.

Sarah Bentley, Chief Customer Officer at Severn Trent, said: “I’d like to say how sorry I am that this has happened – I have a young family myself and I know just how hard it can be when you can’t use the water from your tap for cooking or even just to have a cup of tea.

“I’d also like to thank everyone for being so supportive, and for the community help we’ve received from the council, local businesses and charities.  Our teams on the ground have been so, so appreciative of the kind comments and just so grateful to the people who have brought food and hot drinks for our teams as they handed out bottled water.

“The great news is that you can now use your water as normal and we can only apologise for it having taken so long but it was absolutely vital that we made completely certain that your water was back to its normal high standard before giving the all clear.”

As a precaution, around 2,000 customers in and around Tenbury Wells were advised not to drink their water after a pipe burst in nearby Burford on Friday night and floodwater got into the Severn Trent network.

While the pipe was fixed and cleaned, two bottled water collection points were set up in the town with a million litres being handed out to local people or available on site.

Customers who will be receiving compensation do not need to do anything to receive the payment.  

In line with our Guaranteed Standards of Service we will make sure that any household that received a ‘Do Not Drink’ notice will receive the £25. Customers will get a confirmation letter by the end of this week and the credit will be applied to their account by the end of October. We’re happy to discuss compensation claims from anyone who has been affected.

Businesses which were affected will also be receiving a payment of £50, which will be credited to their account via their retailer.

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