What your Severn Trent Water contract says

In short

This is a domestic water and sewerage services agreement with Severn Trent Water Limited, one of the largest water companies in England and Wales, serving around eight million customers across the Midlands and mid-Wales. Like all water companies in England, Severn Trent operates as a regional monopoly (you cannot choose an alternative water supplier for your home). You are charged either on a metered basis (per cubic metre used) or an unmetered basis (based on the rateable value of your property). Severn Trent is regulated by Ofwat under the Water Industry Act 1991, and water quality is monitored by the Drinking Water Inspectorate. The Environment Agency oversees Severn Trent's environmental obligations, including sewage discharge.

What you agree to do

• You must pay your water and sewerage bill on time, whether billed monthly, quarterly, or annually.
• You must not waste water or allow leaks on your side of the supply pipe to continue unrepaired.
• You must allow Severn Trent reasonable access to read your metre or inspect pipes and fittings.
• You must not connect unauthorised pipes, fittings, or drainage to the public water supply or sewer network.
• You must not dispose of fats, oils, grease, or non-flushable items down drains, as these cause blockages.

What you can ask for

• You have the right to request a water metre be fitted free of charge, which may reduce your bill.
• You can switch back to unmetered billing within 12 months of having a metre installed if your bill turns out higher.
• You can apply for Severn Trent's Big Difference Scheme or WaterSure if you are on a low income or have a medical need for extra water.
• You can complain to the Consumer Council for Water (CCW) if Severn Trent fails to resolve your issue.

Points worth knowing

• No ability to switch water providerWater supply in England and Wales is a regional monopoly. You cannot change to a different water company regardless of price or service quality. Your only recourse for poor service is to complain to Ofwat or the Consumer Council for Water.
• Bills can increase significantly at Ofwat price reviewsOfwat sets Severn Trent's prices in five-year cycles (price reviews). At each review, bills can rise materially (Severn Trent's 2025-2030 business plan includes above-inflation bill increases to fund infrastructure investment).
• You are liable for your supply pipeUnder the Water Industry Act 1991, you are responsible for maintaining and repairing the water pipe from the boundary of your property to your house. Leaks on this private section are at your cost, which can be expensive.
• Hosepipe bans and usage restrictionsDuring periods of drought, Severn Trent can impose temporary use bans (hosepipe bans) under the Water Industry Act 1991. Breaching a ban can result in a fine of up to £1,000.

Dates and deadlines

Billing cycle

Billed monthly (metered) or six-monthly/annually (unmetered); dates shown on your bill

Metre revert window

Within 12 months of having a metre installed (you can revert to unmetered billing if it is cheaper)

Ofwat price review

Every five years; current determination covers 2025-2030. Bill changes take effect on 1 April each year