About Us
Guaranteed Standards Scheme
Our code of practice for account enquiries, written complaints, appointments and visits, water pressure and quality, sewer flooding, supply interruptions, disputes and the retail market.
Code of practice
This document contains
- Account enquiries - When we'll respond to your enquiry, what we'll pay if we fail to respond, how we'll pay you and when we won't pay (page 4)
- Complaints - When we'll respond to your complaint, what we'll pay if we fail to respond, how we'll pay you and when we won't pay (page 4)
- Appointments - What we'll pay if we fail to attend our appointment with you, how we'll pay you and when we won't pay (page 4)
- Water pressure - What is considered a failure service, what we'll pay if we fail to meet those standards, how we'll pay you and when we won't pay (page 4)
- Sewer flooding - When we'll respond to your enquiry, what we'll pay if we fail to respond, how we'll pay you and when we won't pay (page 5)
- Water quality - What you'll receive in the event of a water quality incident, how we'll pay you and when we won't pay (page 5)
- Water supply interruptions - What we'll pay if we fail, how we'll pay you and when we won't pay for both planned, unplanned, intermittent and emergency interruptions (page 6)
- Guaranteed Standards Scheme frequently asked questions -including (page 8):
- Circumstances when we won't make a payment
- The review of our Service Standards
- Procedure for disputes
- Dispute outcomes decided by OfWat
- Regulation of our services
- Retail market - Guaranteed Service Standard regulations for non-household customers (page 10)
- What to do if you're unhappy with our service - Steps to take if you are dissatisfied with the service you have received from Severn Trent (page 11)