Making a complaint

Making a complaint

We aim to provide you with an excellent service, but sometimes things can go wrong. We take complaints very seriously, so if you are not happy with our service we will do our best to put things right.

Making a complaint

We are happy to talk to someone else on your behalf but we will need written agreement from you both first and we won't be able to pay any additional costs.

Step 1

If you have a complaint please call us in the first instance. Our overriding aim is to resolve your complaint as efficiently and effectively as possible and if possible we will provide an immediate response.

While we don't provide sewerage services, we bill and collect charges for used water and surface water drainage on behalf of Severn Trent Water so that you only receive a single bill.

We will answer complaints about sewerage charges, but if your complaint is about your sewerage pipes or services, please contact Severn Trent Water.

Complaints about your bill (LoCall)
0845 60 70 456
Complaints about your water supply (Freephone)
0800 389 10 11
Minicom for all complaints
01922 618025

If you are not happy with the outcome of your call, you can write to us:

Customer Relations
South Staffs Water
Green Lane
Walsall
WS2 7PD

Under our Guaranteed Standards of Service, if we fail to respond to your written complaint within 10 working days from receipt we will automatically issue you with a payment of £30.

Step 2

We hope that you will always be satisfied with our response, but if not, please write to our Service Delivery Team Manager at the same address.

Step 3

If you are dissatisfied with the way your complaint has been dealt with you can request an independent review from the Consumer Council for Water (CCWater) who represent water and sewerage consumers.

Consumer Council for Water
0300 034 2222
Consumer Council for Water (Fax)
0121 3451010

Consumer Council for Water
1st Floor, Victoria Square House
Victoria Square
Birmingham
B2 4AJ

Email: central@ccwater.org.uk
Website: www.ccwater.org.uk

Step 4

If you remain dissatisfied following CCWater’s efforts to resolve your complaint, you may be eligible to refer it to the Water Redress Scheme known as WATRS.

WATRS is an alternative dispute resolution (ADR) scheme to help resolve the very small number of customer complaints where the customer remains dissatisfied after the company procedure and CCWater involvement. WATRS provides an alternative to going to court or a tribunal.

WATRS decision is binding on the water company.

Following notification from CCWater you can make an application, free of charge, via WATRS website www.watrs.org or you can email info@watrs.org to ask for an application form to be sent to you.

Guidance notes are also available on the website or you can request that a copy be sent to you by calling 0207 520 3801.

WATRS
Centre for Effective Dispute Resolution
International Dispute Resolution Centre
70 Fleet Street
London
EC4Y 1EU

The scheme's commitments are:

  1. Commitment to provide WATRS free of charge to customers
  2. Commitment to support the principles set out in the ADR Specification
  3. Commitment to respect the independence of WATRS
  4. Commitment to be bound by decision of the WATRS’ adjudicator if accepted by customer and to implement decision as required by Scheme Rules
  5. Commitment to co-operate with and have due regard to the recommendations of the ADR Panel
  6. Commitment to provide accurate and reliable information to and co-operate with the WATRS’ adjudicators

More information on the commitments can be found here.

Ofwat

Ofwat is the Government department responsible for making sure that the water industry in England and Wales provides customers with a good quality product and efficient service at a fair price.

Ofwat also deal with some cases, including:

  • Those about water and sewerage companies’ powers to lay pipes on private land
  • Concerns that the water companies are allegedly breaking their licence conditions or their main water supply or sewerage duties
  • Complaints about anti-competitive behaviour under the Competition Act 1998, for example colluding on pricing or bidding for contracts

For more information visit www.ofwat.gov.uk