Contact Details
Severn Trent Water Ltd
Customer Relations
Sherbourne House
St Martin's Road
Finham
Coventry
CV3 6SD
Contact Information
- Head office 0121 722 4000
- Customer relations 08457 500 500
- Website www.stwater.co.uk
- 24 hr Operational Emergencies 0800 783 4444
- Billing Enquiries 08457 500 500
- Water and Drainage Service 0800 783 4444
- Information on Water Meters 0845 7090 646
- Online Contact Form available Click here
Customer service and billing lines are open:
- 8:00am to 8:00pm Monday to Friday.
- 8:00am to 1:00pm Saturday.
General Information
Severn Trent Water is part of the Severn Trent Group of companies and is the world's fourth largest privately-owned water company. They supply water services to over 8 million customers across a large area from the Bristol Channel to the Humber and from mid Wales to the East Midlands.
Severn Trent Water supply 7, 400,000 people with 1,960 million litres of water per day through 45,674km of pipes fed from multiple sources including 32 impounding reservoirs, 203 groundwater sites, 20 water treatment works and 534 service reservoirs.
Severn Trent Water also provides sewerage services and has over 1000 sewerage treatment works and 53,325km of sewers.
- Water and Sewerage company.
- 99.9% of water quality tests carried out comply with standards.
- Water in this are can range from soft to moderately hard. More specific information can be obtained from Severn Trent Water.
Customer Services
Severn Trent Water operates a 'Customer Promise' which outlines the commitments they aim to make to their customers. This includes notifying customers of any service interruptions, dealing with flooding, speed of dealing with queries and complaints and issues with bills and charges. If promises are not met satisfactorily then compensation may be available.
Special Services:
- Bills and information in large print or Braille.
- Bill and information reading service.
- Textphone facilities.
- Passwords to identify staff when visiting homes.
- Meter reading service.
- Nominee scheme.
- Providing bottled water if supplies are interrupted.
- Website available in different languages.
Comments
NB: We have no connection with the water companies, if you have a specific enquiry relating to your service, please contact the company direct.
I have applied for a rebate on my surface water as my surface water I have found out runs into a ditch but I can only claim back the charges for 1 year. Severn Trents put a charge on your property for services as they do on everybody now; they introduced a surface water drainage policy in 1984 that states the onus has been placed on the customer to claim for a reduction of surface water if they believe their property is not connected for this service so they stick the charge on and hope you don't find out as its money in their bank and up go their profits. Now that's a rip off. They charge for a service you never had and you can only claim it back from 1 year of putting your claim in. Do you know of the 1984 drainage policy, you do now!!
Posted by Roger Hunt, 26th April 2008Dorothy Cerrone - be a bit realistic about this. The last thing that ST wants is for you to gave a water meter fitted.
Posted by Robin Hales, 29th March 2008After a conversation with a colleague at work I did not realise there was so much difference in what people pay for their services. I was horrified to find that I pay nearly double what he pays and there is only two of us in the house!
Posted by Barbara Knowles, 16th March 2008When I looked on the website I got a stock answer of "rateable values." Our house is band B, some joker is not telling me that the difference between band A and B is double are they?!! If anyone else suspects that they are over charged on the rateable value of their home please reply. Perhaps I need to challenge this with ST.
I've just read a Blog Complaint about a £220 water rate bill in the Midlands, how bloody sad. My wife and I both pensioners living a small 3 bedroom bungalow in Cornwall are faced with a £784 demand this year... In the words of Victor Meldrew, "I don't Believe It".
Posted by John Simpson, 13th March 2008I read in the letter that came with my water bill that we use about 50 m3 per year each. So that's about 100m3 for my wife and me. we have no public sewer/drainage. I read that water costs about £1 per m3. That's a thousand litres, about a tenth of a penny per litre! So why is my bill about £300 pa? The measures for saving water suggested would save tiny amounts of water and tiny sums of money. And if these measures cost anything to implement then the payback periods become well nigh infinite!
Posted by Steve Orr-cooper, 04th March 2008Hi, I am a single person, today I've received 270 pounds water bill (Birmingham-Nechells) which is so expensive. I don't want to put meter, so does anybody know how I can cut my bill? Is there any cheaper companies we can switch? I'm with Severn Trent water. They are just stealing money from people, and no place to go, and you don't know what to do. I even phoned them up, they said I've got to pay. Do we live in the UK or... Please help me out with this.
Posted by Hameed, 28th February 2008Today I had a water meter fitted, when the job was done and the fitter had gone I turned on the hot water tap only to get a dribble of water. Prior to the meter being fitted it was working with no problem. I have just spent 2 1/2 hours trying to get someone to take responsibility for the problem with my boiler. ST say it may be just coincidental that my my boiler stopped working/it's the responsibility of the contractor/it's not their fault. I say it's not my responsibility, the contractor say it's not their responsibility, ST say it's not their responsibility. My advice don't get a water meter fitted it may cost you dearly. And oh it is now 3 hours and am still waiting a call back. I have now lost the will to live and I'm freezing thank you very much ST...
Posted by Dorothy Cerrone, 21st February 2008I am with Severn Trent, I live alone and have heard that there is a discount scheme for single person water use. Can anyone tell me if its true?
Posted by D Howell, 17th February 2008I just spoke to somebody on the phone about setting up an account (supposedly simple) and the 'customer service' advisor I spoke to was extremely rude to me because she did not know what she was doing and was forever making mistakes. Try staff training.
Posted by Sophie Clark, 11th February 2008Severn Trent tried to charge me over 300 pounds for water, this was at the time when their Fraud investigation was in all seen in the press. I refused to pay them, threatened them with full media coverage and in after the employee had a word with his boss, within ten minutes they agreed to send new bills out that were half the amount due. So, what does that say? Tthey were ripping me off, it's as simple as that.
Posted by Jim Young, 26th December 2007What a nightmare!! Had no water in the Leicestershire area of Coalville for 16 hours now!! Can only get through to an automated voice saying "we are aware of a fault and our engineers are on site due to a burst waterpipe this message will be updated at ......." This then changes to we will update every 2 hours - then when you ring again you get the previous message!! In the most recent call it was 4am!! Damn sure I'm not getting up at that time to try!
Posted by A. Cutler, 09th December 2007All we wish for is to speak to a "real person" who could give us a better idea as we have young kids and a baby, so need to feed and water quite often. I know we can buy in water but just how much do we need to buy???? If we were able to talk to someone we could arrange to buy enough if they thought it was going to be a while and to go over to parents house so we could put a load of washing on and to bath the girls!!!
Times seem to be that you can't speak to anyone and I think that is why people get so wound up - if we spoke to someone we could at least cope. It's the elderly I feel for we are lucky that we all look after our neighbours. Two weeks ago we had a power cut but had no problems getting hold of Powergen and a great lady even called to make sure we were all ok and with updates, she even called when they knew it was going to be back on! Not difficult! Get it together ST just let us know what's happening!!!
My mother who is 70 had a very high water bill in July - £400.00. She had already paid some of it, usually her bill is between £70 and £120.00. I have tried on several occasions to talk to the Severn Trent Water. All they say is she used it, she must pay. They have hung up on councilors who have tried to help. They have read the meter once and said it is correct. The Council have checked for leakage and cannot find anything with the bathrooms fitments. The Severn Trent have sent my mother a letter stating that if she does not pay in full, they will take her to court. They've recently sent another letter stating that she can pay £7.50 a week until it is paid for. She has in actual fact paid £150.00 already towards the bill and I have advised her not to pay any more. We have even had the Consumer Council for water involved but I must admit they haven't really done much, just false promises and no action. No one seems to care and it is November, what on earth is her next winter bill gonna be? She did not water the garden as summer was wet. She does not take baths as she can't get in and out of the bath, rarely takes a shower, and is very careful with the water usage. She lives on her own. I give it one star if I must.
Posted by Mrs Susan Rawlings, 31st October 2007I have lived in the south Birmingham area for 60 years. My water supply has never been turned off, the pressure is constant and the water clear. I have no complaints. Am I unique?
Posted by Robert Bright, 19th October 2007We first reported unacceptably low water pressure to the Company by telephone, on July 15th 2007 (Ref. 2316105 – before the floods!). During the intervening SEVENTEEN weeks (apart from one week) we have had to use the facilities of relatives for showers, baths and laundry, causing considerable inconvenience and embarrassment.
Posted by Ingrid Bevis, 18th October 2007It is now the 18th October and the original problem is still unresolved even though a gang repaired the leak which was eventually found at the end of September. We had water pressure for one week! The leak then reoccurred in exactly the same place, we can only presume it wasn’t repaired very well. The leak was again detected and marked by your engineer and my husband then stayed in all week in belief that Severn Trent would arrive as promised on numerous occasions to repair the leak which they had not repaired properly the first time! The list of people we have spoken to is Emma, Patrick, Mandy, Nina, Satmar and Stuart to name but a few. Gangs have not turned up when scheduled, telephone calls have not been returned when promised, communication has been non existent and the problem remains at the time of writing. If your company are not able to come out and repair the fault you could at least have the decency to say so. My husband has wasted his valuable time and money waiting at home for gangs who do not appear! This is unacceptable.
We have received a cheque for £160.00 to compensate for some of the inconvenience but now I feel that this is not good enough because of the ongoing inconvenience and frustration we are continuing to experience. We have never dealt with such an incompetent and unreliable organisation of any size.
Does anybody know what is happening with the water supply in Warwick? Ours has been cut off, and when you phone the emergency number, you get a message saying they know there is a problem in our area. They don't provide any information as to what the problem is and when it will be fixed.
Posted by Bekki Burns, 02nd September 2007Bekki
I have just checked my 82 yr old mother's account to find ST charged her £163.51 for water in August (normally she pays 14.16 per month).
Posted by Mike Wilson, 01st September 2007Maybe this is an estimated bill for water consumed by a single person during AUGUST 2007 or are they charging her for the bottled water they think she received during the floods in Gloucestershire?
I am really pleased that Severn Trent Shareholders will still get dividends worth millions and millions of pounds given out to them.
Posted by Nick, 08th August 2007It makes me feel all warm and furry that ST looks after this group of people before its customers who, if you live in Gloucester, have been without water for weeks.
Well done ST
Great work all of you with all this going on. I am most impressed. I wish you well.
Posted by Ann Stevens, 24th July 2007Why has Severn Trent chosen to use the internet as the primary source for information during the flood (e.g bowser locations) as stated during BBC news 24 interview yesterday?
Posted by Ricky Taylor, 23rd July 2007Internet service will be interrupted during a flood AND there were already warnings of no electricity at the time this decision was made. Use the radio!!!
It would seem that stwater.co.uk is rarely available! How helpful that as one of the thousands of homes affected by the damage to the pumping station in Cheltenham the helpline is directing us to this website - I have been unable to get on it at all this weekend. We have no water!
Posted by Emma Hammond, 23rd July 2007It would seem that stwater.co.uk is rarely available then! How helpful that as one of the thousands of homes affected by the damage to the pumping station in Cheltenham the helpline is directing us to this website - I have been unable to get on it at all this weekend. We have no water!
Posted by Emma Hammond, 23rd July 2007A ST spokes person, on BBC News 24, has just suggested we connect to ST web site to get information about the inevitable water shortage. I'm horrified to find this web site is unavailable and has been since April! We rely on them for the most important thing in life - WATER - and they can't fix a web site!. Scary!
Posted by Helena Cox, 22nd July 2007Prior to last week's unusual rainfall ST turned off the pumps in our local sewer station. Over the next 36 hours our house (and the rest of the street) was flooded with rainwater and raw sewage. ST first denied we had a sewer main, then it was the local council's responsibility, then it was the highway's authority problem. Then they admitted it was their problem and a team would be dispatched to pump away the mess and disinfect the property. Guess what? After 48 hours - no show. ST are the most despicable bunch I have ever encountered.
Posted by Colin Fishwick, 30th June 2007Like some of the other bloggers my problem is also with Severn Trent. Our water supply stopped at approx. 10.30 this morning. I phoned the emergency phone number and waited for over 20 mins before putting the phone down. I tried later in the day and waited 25 mins before I actually spoke to a real person.What is most annoying is the repeated message that ""your call is important to us." Then answer the phone!!!!
Posted by John Whitaker, 25th June 2007Our Main Sewer has been Blocked for 48 Hours, Raw sewage has been discharging on to my Patio for 36 hrs, and the best I get from S.T. operations room is we are very busy, they could not run a bath.
Posted by B. W. Letherland, 21st June 2007I came home from work @ 4.00pm today to find the water had been switched off, when I contacted the Customer Services @ 4.30 pm they said they knew nothing about it to contact the contractors, It would have been polite to have notified me that this was going to happen, It is now 6.45pm and I still have no water, what do you suggest I do.
Posted by Mrs A E Ralph, 24th May 2007I have been trying to contact severn trent with reference a report they have recently done on one of our properties the phone constantly rings with no response and and as for the web site this is unobtainable!!!!!
Posted by Wendy Greenberry, 23rd May 2007I too have been trying to access Severn Trent website for a couple of days and can't believe that an important website such as this one has been unavailable to customers for this long!!!!!!
Posted by Sandra Bishop, 18th May 2007The http://www.stwater.co.uk/ web-site has been totally inaccessible since I started trying to access it yesterday.
Posted by Aaron Sloman, 18th May 2007If Severn Trent are too incompetent to keep a web site available, I wonder why we trust them with the much harder task of managing our water supplies.
I have no choice but to use them.
Severn Trent are extremely inefficient. I have been trying to get a water meter fitted for 14 months now without success. I have wasted much time and effort ,made numerous telephone calls and have also written to Severn Trent but have yet to receive any response from them. Their Customer Relations Department are a joke!
Posted by Mrs Eve Bramwell, 15th May 2007I would like to state that Severn Trent water is the pits they have flooded my home and my neighbour's homes 3 times in the last 5 years and we still are awaiting to be told that they are sorry , but no nothing apart from their brand new pipe work bursting again what are we to do.
Posted by Jason Phillimore, 14th May 2007I and my partner are disabled and we love to go to Draycot water just to sit and watch the lake and the wildlife.
Posted by Vaughan James, 30th April 2007We drive around the lake at no more than 15 mph and stop in the parking areas and sit and enjoy the view.
On Thursday we were informed by a ranger we would no longer be allowed to do this and would maybe allowed to the first small car park on the road near the twitchers viewing point.
This car park is always full of fisherman's cars and as we cannot walk far we are now effectively banned totally from visiting there unless we sit in the restaurant.
I must add we are both retired and never exceed 15 miles per hour round there.
We would not mind paying a small fee to visit and enjoy the wildlife .