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Paying your billCode of practice
The standards
of service you can expect from us
Severn Trent Water Paying your bill2
Contents
1.
Your bill 3
2. I"m having diculty paying my bill, what should I do? 4 3.
How and when will I receive a bill? 4
3.0. Bills for unmetered customers
3.1. Bills for metered customers
4.
Current charges 5
5.
How can I pay my bill? 5
6.
Can you take payments directly from my benets? 6
7.
Are any bill reductions available
for vulnerable customers? 7 8.
Who else can I contact for help and advice? 8
8.0. Citizens Advice Bureau
8.1. Consumer Credit Counselling Service
8.2. Other debt counselling services
8.3. Severn Trent Charitable Trust Fund
8.4. Consumer Council for Water (CCWater)
9.
What will happen if I don"t pay? 9
9.0. Steps 1-4 1
9.1. Do you use debt collection agencies?
9.2. Bailis
10.
Privacy notice 11
11.
What if I have a dispute about my bill? 11
12. I am a tenant, when am I responsible for paying the bill? 12 13.
I am a landlord, when am I responsible
for paying the bill? 12 14.
I have individual needs - how can you help? 13
15.
How can I contact you? 14
3Severn Trent Water Paying your bill
1. Your bill
We operate under a licence that is
granted by the Secretary of State for the
Environment, Food and Rural Aairs. This
means that there are many laws and regulations which govern what we do and these include the rights you have as a customer. Independent regulators monitor our business to ensure that we operate fairly.
In addition to this we have introduced our
own policies and services which go beyond our regulatory obligations.
Our Codes of Practice exist to ensure that you
as a customer and we as a company enjoy a regulated relationship that benets us all.
They have been produced in consultation
with the Consumer Council for Water (CCWater) and have been approved (with the exception of pipe-laying powers) by the
Water Services Regulation Authority (Ofwat),
the water industry"s economic regulator.From time to time we may revise the
Codes and update them to include our
improvements in services to you. This leaet sets out our Code of Practice relating to your bill and applies to household customers.
It also sets out our debt Code. Separate
leaets are available that deal with other aspects of our full company Code of Practice.
These are:
Guaranteed Service Standards Your water supply Dealing with used water Pipe-laying powers Leakage What to do if you are unhappy with our service Metering your water supply.
We know that there are lots of
demands on household budgets and organising your money to pay your bills can sometimes be dicult. Water and sewerage bills must be paid but we can make it easier if you need us to. Our credit management advisers have been trained to give you advice on the payment options available and to help you nd an arrangement that works for both of us. Help us to help you by telling us as soon as you have a problem - we can only help you if we know about it.
Severn Trent Water Paying your bill4
You can get copies by downloading them
from stwater.co.uk or by telephoning our
Customer Contact Centre on
0345 750 0500. Nothing in our Code of
Practice aects your legal rights, nor is it a
contract between you and the company.
Whilst many of our Codes apply to domestic
and business customers, this leaet is aimed at domestic customers only.
All of the numbers you need to contact us
can be found at the back of this leaet.
2. I"m having diculty paying my bill,
what should I do?
Contact us, we can help! We know that
there are lots of demands on household budgets and organising your money to pay your bills can sometimes be dicult.
Water and sewerage bills must be paid but
we can make it easier by spreading the bill over a number of instalments - monthly, fortnightly or weekly - if you need us to. Our credit management advisers have been trained to give you advice on the payment options available and to help you nd an arrangement that works for both of us.
Help us to help you by telling us as soon as
you have a problem - we can only help you if we know about it.
Call us on
0345 602 2777 for help and advice
or write to us at the address shown at the back of this booklet.
Please remember, if you don"t keep to a
payment arrangement that we agree with you, you will have to pay the full amount that you owe us immediately.
3. How and when will I receive a bill?
3.0. Bills for unmetered customers
We send you your bill in February or March
and you should normally pay in two instalments by 1 April and 1 October. You can also choose to pay in eight monthly instalments between April and November.
If you do this you can choose which day
of the month to pay. Call our Customer
Contact Centre on
0345 750 0500 for more
information or to set up your payments.
As an unmetered customer your bill is
calculated based on the Rateable Value (RV) of your property. Your local council valuation oce calculated your RV based on location, oor space and number of rooms but they aren"t required to hold the records of your original RV or to consider any appeals. We will only have details of the nal RV gure and this varies from property to property so your
RV could be dierent to your neighbours".
However, if your property has had a change
of use, the RV might not be appropriate anymore and so we may need to make necessary adjustments to your charges.
We will normally calculate the annual
charges as follows:
For water supply, by multiplying the RV of
the premises by a rate per pound of RV, subject to a minimum charge. For sewerage services, by multiplying the RV of the premises by a rate in the pound based on the services that the property receives or benets from (surface water drainage, highways drainage and foul sewage).
5Severn Trent Water Paying your bill
For further details please see our Charges
Scheme available at
stwater.co.uk.
If you use relatively little water, opting for a
free water meter could mean cheaper bills as you will only pay for the water you use (clean and used), surface water drainage and a small standing charge. If you have a small household or use watersaving methods and appliances you could benet from having a meter.
Call us on
0345 709 0646
for more details.
You have the right to go back to an
unmetered charge if you tell us that you want to. You must do this within 12 months of your meter being installed or within 30 days of your second bill.
3.1. Bills for metered customers
We send your bills every six months and
they need to be paid when you receive them. You can also choose to pay monthly.
To arrange this call our Customer Contact
Centre on
0345 750 0500.
Metered charges are made up of three
elements, water supply, used water and surface water drainage. Water supply and used water charges are based on the volume of water used. This is measured in cubic meters (m 3 ); 1m 3 is equal to 220 gallons or
1000 litres of water. The amount used is
calculated based on the dierence between two meter readings reecting usage. Surface water drainage charges are levied for the removal and treatment of surface water or rainwater from the property.
Charges are based either on the RV of the
property or based on property type - at/ terrace, semi-detached or detached. If your charges are currently based on rateable value you can opt to be billed based on property type.
4. Current charges
Details of our current charges can be
found in our Charges Scheme, available to download at stwater.co.uk.
5. How can I pay my bill?
As well as our payment plans that can
help you if you are having diculty paying, we oer a number of ways for you to pay your bill:
Set up a Direct Debit from your bank
or building society account. It"s safe, convenient and easy to arrange and it oers you a choice of payment dates.
Visit our secure website at
stwater.co.uk to pay by debit card. You can also pay by debit or credit card by phoningquotesdbs_dbs21.pdfusesText_27
[PDF] Instructions for Paying a Water Bill Online - Town of Timberville