Severn Trent Water Customers: How to Prepare for a Supply Interruption
If Severn Trent Water supplies your water, here's what to do if your supply is interrupted, what the company is legally required to provide, and what compensation you may be entitled to — all based on the same UK-wide regulation that applies to every water company in England and Wales.
If your Severn Trent Water supply is cut off
- Check Severn Trent Water's website for known issues in your postcode before assuming a fault of your own.
- Report it directly if there's no known issue listed, and ask for an estimated restoration time.
- If you're on their Priority Services Register, let them know about any urgent needs — medical equipment, a new baby, or anyone particularly vulnerable to going without water.
- Use stored water in the meantime, and ask whether Severn Trent Water is distributing bottled water or setting up bowsers or standpipes in your area.
Know your number before you need it
Our free calculator works out exactly how much water your household should have on hand, based on who's in it and how many days you want to cover — useful to know before an interruption happens, not during one.
Use the emergency water calculator →If you receive a boil water notice
Follow Severn Trent Water's specific instructions first. According to the Drinking Water Inspectorate, the general approach is to bring water to a rolling boil, then let it cool naturally before drinking it, brushing teeth, preparing food, or giving it to pets. It remains safe to shower, bathe, wash dishes in hot water, do laundry, and flush the toilet as normal. If you're told to stop using the water altogether rather than just boil it, use bottled water or the alternative supply Severn Trent Water provides instead.
Compensation you may be entitled to
These are the minimum household payments under the Guaranteed Standards Scheme in England, as set out by the Consumer Council for Water (updated standards took effect on 1 October 2025). Severn Trent Water may pay more voluntarily.
| Situation | Household payment |
|---|---|
| Supply not restored in time — initial payment | £50 |
| Supply not restored — each further full 12 hours | £50 (capped at twice your annual water supply charge) |
| No 48 hours' notice of a planned interruption | £50 |
| Low water pressure | £50 (up to 5 times a year; ongoing low pressure may mean £250 a year) |
A separate entitlement of £10 per day applies if your essential supply is interrupted specifically due to an emergency drought order, according to Ofwat. Companies don't have to make GSS payments if severe weather conditions prevent their attendance or put staff at risk. If you haven't received a payment you think you're due, contact your water company; the Consumer Council for Water can help if you can't resolve it.
Frequently asked questions
What should Severn Trent Water customers do if their water supply is cut off?
Check Severn Trent Water's website or app for known issues in your area first. If it's a wider outage, report it and ask for an estimated restoration time. If you're on their Priority Services Register, tell them about any urgent needs. Use stored water in the meantime, and ask whether Severn Trent Water is distributing bottled water or setting up bowsers or standpipes in your area.
Is Severn Trent Water required to provide bottled water during an outage?
Yes. Under the Security and Emergency Measures Direction, regulated by the Drinking Water Inspectorate, Severn Trent Water must plan to supply at least 10 litres of water per head of population within the first 24 hours of a supply failure, rising to 20 litres per head per day after day 5, until piped supply is restored — typically via bottled water, tankers, or standpipes.
Can I claim compensation from Severn Trent Water if my water is cut off?
Possibly, under the Guaranteed Standards Scheme set by Ofwat. If Severn Trent Water doesn't restore your supply within its notified time, household customers in England are entitled to £50, plus £50 for each further full 12 hours (capped at twice the annual water supply charge), under standards that took effect on 1 October 2025. Companies don't have to pay if severe weather conditions prevent their attendance or put staff at risk.