About Us

Your rights as a customer

Our Codes of Practice describe in more detail the services we provide, what your rights are as a household customer, and what to do if things go wrong.

They’ve been produced in consultation with CCW. From time to time we may revise the Codes and update them to include our improvements in our services to you. This document sets out the levels of service that we strive to provide to our household customers and the levels of compensation that we offer if things go wrong.

Our codes of practice

If your business has been affected by our works in the highway or when we need to attend an emergency repair, you may be to claim compensation.

Our business compensation policy (PDF) explains more about the circumstances in which you may be entitled and guidance on how to submit a claim.

Every year we also produce a scheme of charges. This explains how we calculate our charges. We produce both a customer summary and a detailed scheme which is approved by Ofwat. Our own Board assurance statement is included below, along with the charges documents.

 

Summary of charges

(Household)     

Scheme of charges

(Household)

      Scheme of charges         

(Non-Household)    

Scheme of charges

(Combined)

Charges
 
n/a 2023 2023 NHH 
2023 Wholesale
   
n/a 2022 2022 NHH
2022 Wholesale
   
2021 2021 2021 NHH 
2021 Wholesale
   
2020 2020 2020 NHH 
2020 Wholesale
   

 

Water Industry Redress Scheme

On very rare occasions, a complaint may remain unresolved after it has gone through all the stages of our and CCW’s complaints procedures. At this point, the customer may be eligible to take their concerns to the Water Industry Redress Scheme (WATRS), who can provide an independent binding decision.

Corporate governance

If you would like to read about corporate governance, please visit our Severn Trent PLC website.