How to get a refund from Severn Trent for a billing error
Finding an error on your utility bill can be frustrating, especially when it means you've overpaid. If Severn Trent has made a mistake on your water or wastewater bill, you have the right to get it corrected and receive a refund. This guide will help you navigate the process effectively.
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Under the Consumer Rights Act 2015, services, including billing, must be provided with reasonable care and skill. This means your water company is obligated to bill you accurately. If they've made an error, you're entitled to have it corrected and any overpayment refunded. If your complaint isn't resolved by Severn Trent, you can escalate it to the Water Redress Scheme (WATRS).
Step by step
- 1Gather all relevant evidence, such as your bills, meter readings, bank statements showing payments, and any correspondence related to the error.
- 2Contact Severn Trent directly through their customer service line, online chat, or by sending a written complaint. Clearly state that you believe there's a billing error.
- 3Explain the error in detail, providing your evidence. Clearly request that your account be corrected and that any overpayment be refunded to you.
- 4If Severn Trent doesn't resolve the issue to your satisfaction within eight weeks, or if they send you a 'deadlock letter', escalate your complaint to the Water Redress Scheme (WATRS) for independent adjudication.
What they'll say, and your comeback
“It's an estimated bill, not an error.”
Comeback, My actual meter readings or usage history clearly show this estimate is significantly incorrect and has led to an overcharge.
“The error is due to a previous tenant or owner.”
Comeback, My contract is with me, and I am only responsible for my usage from [your start date]. Please adjust the bill accordingly.
“We've already applied a credit to your account.”
Comeback, I require a direct refund to my bank account, not a credit on future bills, as I have overpaid.
FAQ
How long does Severn Trent have to refund me?
Once Severn Trent acknowledges a billing error and agrees to a refund, they should process it promptly. While there's no strict legal timeline, typically this should happen within 10-14 working days.
What if I can't find my old bills?
Severn Trent is legally required to keep records of your billing history. You can request copies of your statements from them to help identify any discrepancies.
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A self-serve tool, not a law firm. General information, not legal advice.