Alert: Severn Trent's 2025 Plan & Your Top 3 Bill Changes

What Does a Severn Trent Alert Mean for You?

Receiving an unexpected alert from your water company can be unsettling. Whether it’s a text message about a supply issue, an email about planned works, or a leaflet through your door, a Severn Trent alert signals that you need to pay attention. But don't panic. These notifications are designed to keep you informed and safe.

This comprehensive guide will walk you through everything you need to know. We'll help you understand the different types of alerts, what immediate actions to take, how to spot a dangerous scam, and how to check if you're entitled to compensation. Think of this as your go-to resource for navigating any Severn Trent notification with confidence.

Decoding Severn Trent Alerts: What You Need to Know

Severn Trent uses various alerts to communicate different situations. Understanding what each one means is the first step to a swift and appropriate response. Here are the most common types you might encounter.

Supply Interruptions (No Water or Low Pressure)

This is perhaps the most common alert. It means the water supply to your property has been, or will be, disrupted. This could be due to a burst water main, emergency repairs, or other unforeseen infrastructure issues. The alert will typically provide an estimated time for restoration and may link to an online map showing the affected area.

Boil Water Notices

A 'Boil Water Notice' is a critical public health announcement. It's issued when there's a risk that your tap water could be contaminated with bacteria or other pathogens. This doesn't necessarily mean the water is contaminated, but that the risk is high enough to warrant precaution. You must boil all water for drinking, cooking, and brushing your teeth until the notice is lifted.

Planned Works Notifications

Less urgent but equally important, these alerts inform you about scheduled maintenance in your area. This could involve replacing old pipes or upgrading equipment. Severn Trent provides advance notice for planned works so you can prepare for any temporary disruptions to your supply, which are usually brief and occur during specified hours.

Scam & Bogus Caller Warnings

Unfortunately, scammers sometimes pose as utility company employees. Severn Trent may issue alerts to warn customers about known scams, such as phishing emails asking for bank details or bogus callers trying to gain access to your home. These alerts are crucial for protecting your financial information and personal safety.

Your Immediate Action Plan: What to Do First

When an alert lands in your inbox or on your doormat, follow these steps:

1. Read Carefully: Don't just skim the headline. Read the entire message to understand the specific issue, the areas affected, and the recommended actions.
2. Verify the Source: Before clicking any links or calling any numbers, confirm the alert is genuinely from Severn Trent. Check their official website's 'Check my area' page or their official social media channels (like X/Twitter) for matching information. Scammers often create a false sense of urgency.
3. Check Your Property: If the alert is about no water, check your taps. Specifically, check the cold tap in your kitchen, as this is usually the most direct point of entry from the mains. If other taps work, the issue might be with your internal plumbing.
4. Inform Your Household: Make sure everyone in your home is aware of the situation, especially if it's a 'Boil Water Notice'. Put a note on the kettle or kitchen tap as a reminder.
5. Prepare Accordingly: If your water is off, you might want to retrieve any stored water you have for emergencies. If it's a boil notice, get a pot of water boiled and cooled for drinking later.

Is It a Real Alert or a Scam? How to Verify

Distinguishing a genuine communication from a fraudulent one is vital. Scammers are sophisticated, but there are red flags to watch for. Use this table to compare genuine and fake alerts.

Golden Rule: If in doubt, do not click, do not reply, and do not provide any information. Instead, contact Severn Trent directly using the official phone number on your bill or their website.

Resolving Common Issues: A Step-by-Step Guide

Once you've verified an alert, here’s how to handle the most common scenarios.

Handling No Water or Low Pressure

If your supply is interrupted, the first place to check is the Severn Trent 'Check my area' tool. This provides real-time updates on known issues. If your area isn't listed, it's possible the issue is isolated to your property. Try these steps:

• Check your inside stop tap to ensure it's fully open.
• Ask a neighbour if their water is also off. This helps determine if the problem is widespread.
• If neighbours have water and your stop tap is open, the issue might be your private supply pipe. You may need to contact a qualified plumber.

How to Report a Leak in Your Area

Leaks on public land, like roads or pavements, are Severn Trent's responsibility. Reporting them helps get supplies restored faster and conserves water. If you see a leak, you can report it on the Severn Trent website. Note the exact location, the severity of the leak, and take a photo if it's safe to do so. This information is invaluable for the repair crews.

Understanding and Following Boil Water Notices

A boil notice must be taken seriously. To kill any harmful microorganisms, bring water to a rolling boil for at least one minute. Then, let it cool before using. Use boiled or bottled water for:

• Drinking
• Preparing food and salads
• Brushing your teeth
• Making ice cubes
• Giving to pets

You can still use tap water for bathing, showering, and washing clothes, but avoid getting it in your mouth.

Are You Entitled to Compensation? Understanding Your Rights

Severn Trent, like all water companies in England and Wales, operates under a Guaranteed Standards Scheme (GSS). This means you may be automatically entitled to compensation if they fail to meet certain service levels. Key situations include:

• Supply Interruptions: You are typically entitled to compensation if your water supply is off for more than 12 hours due to an emergency burst main. The amount increases the longer the supply is off.
• Planned Works: If Severn Trent needs to interrupt your supply for planned works, they must give you at least 48 hours' notice. If they fail to do so, you are due compensation.
• Boil Water Notices: If a boil notice is required, you may be eligible for a payment, particularly for domestic customers.

Compensation for most GSS failures is automatic. Severn Trent should apply a credit to your water bill within 20 working days. If you believe you are owed compensation but haven't received it, you should contact their customer service team directly to file a claim.