FAQ Category: MOD Contracted Customers

It is important to note that OFWAT is the economic regulator for public water
companies in England and Wales. As your services are delivered by a private network,
OFWAT have no direct relationship with the company providing services to your property.
However, if you are unhappy with your charges, or if you wish to escalate a customer
complaint you can contact the MOD’s Defence Infrastructure Organisation (DIO) at:
DIORDPFI-AquaCustEscalation@mod.gov.uk This mailbox is monitored by the DIO and
any emails sent to this address will be answered by an email, or by direct contact if you’d
prefer.

The records and information held on occupiers of properties connected to the MOD’s
networks is not always up to date because we are not informed of a change in occupancy.
If you provide details to Severn Trent Services of exactly when you moved in, Severn Trent
Services will speak to MOD who will confirm whether the bill can be revised.

To be consistent and fair to all customers, MOD are unable to offer reductions to bills
issued unless there has been a clear error in calculating the amounts due. To support
customers who are struggling to pay, Severn Trent Services may be able to offer payment
terms which spread the cost over time.

Yes, we currently offer this payment facility as our preferred method. You can set up
payments for the 1st , 15th or 30th of each month. Alternatively, there are other payment
options at the back of the bill in which you can make payment to us. Just contact our billing
and payments team who can send you a form to fill in. Contact details are included in Q.4
above.

It seems you may have been on the Severn Trent Water Ltd website which only holds
details for properties served by that separate company in the Midlands. We do not have an
online system where you can manage your account, make payments, or inform us if you
have moved in or moved out. All details of how to manage your account can be found at the
back of the bill.

Water and/or wastewater services supplied via MOD networks are classed as private
water supplies. Unless there is a direct connection to an “appointed” local water or
sewerage company, it is not possible for your business to choose your water services
provider.

We want to ensure that we share as much information as possible to help customers. As we receive questions, we will add the answers to this sheet and publish a new version on our website. Questions can be directed to the contact points in Question 4.