Severn Trent is actively engaging its customers in a bid to enhance its services and gather valuable feedback through its online customer research panel, TapChat. With over 9,000 participants already enrolled, the company is eager to attract more members, particularly those aged 35 and below, who are currently underrepresented. This initiative invites customers to share their thoughts on various topics ranging from water quality to the company's future plans.
As part of the TapChat initiative, customers are encouraged to participate in surveys that only take a few minutes to complete. Each completed survey enters participants into a monthly prize draw for vouchers worth up to £100. Susie Price, the customer insight lead at Severn Trent, emphasized the importance of this feedback mechanism, stating, "Our TapChat panel has been a hugely successful way for us to find out the views of our customers and give them a chance to express their views and help to shape the business."
Price noted that the company values insights from a diverse demographic to better serve its community and improve its services. She added, "It’s really important for us to gain the insights of a broad cross section of our region. However, people aged 35 and below are underrepresented at the moment, so would be lovely to see more sign up." Interested customers can sign up for the panel at severntrent-tapchat.co.uk.
In addition to gathering customer insights, Severn Trent is tackling a pressing issue in its region—blockages in the sewer system caused by improper disposal of waste. This spring, the company is launching a campaign titled "Be a Binner, Not a Blocker," encouraging households to only dispose of the three P's: poo, pee, and toilet paper. The initiative comes after the company cleared a staggering 28,782 blockages in the previous year, many of which were attributed to 'unflushables' like wet wipes and fats, oils, and greases (FOG).
Luke, a Severn Trent worker who previously delivered beer barrels, shared his experiences dealing with these blockages. He recalled a particularly disgusting incident where he encountered a garage completely blocked by fatbergs. "I remember we were called to one blockage in an enclosed garage and I lifted the manhole cover and it was completely blocked by fatbergs. It was horrendous and the smell was terrible!" he said.
Luke's colleague, Grant Mitchell, who leads the Sewer Blockages team, reiterated the campaign's goals, stating, "Unflushable items such as wet wipes, sanitary products, nappies and a whole lot more cannot be flushed down the toilet. If they do, they can cause blockages, which can flood the home, which is not very nice at all." He encouraged everyone to reflect on their disposal habits to improve sewer health.
On a different note, Severn Trent has recently addressed rumors regarding water supply issues during a significant fire at Henley College. On April 30, 2025, the company confirmed that there was a "constant supply" of water available for firefighting efforts, countering claims made on social media. A spokesperson for Severn Trent stated, "We can confirm that they had a constant supply of water through our network, and no one's water supply was interrupted."
To further support the fire service, Severn Trent provided tankers to help fill portable bunds, which function as mobile dams to assist in firefighting efforts. The spokesperson added, "Severn Trent were onsite supporting the fire service with their incredible efforts tackling the fire at the college last night." This operation has continued as fire crews remained at the scene to extinguish the smoldering remains of the building.
As Severn Trent navigates these various challenges and initiatives, it remains committed to improving its services and ensuring the safety and satisfaction of its customers. The company's proactive approach in engaging with the community through the TapChat panel and addressing critical issues like sewer blockages and emergency response demonstrates its dedication to serving the region effectively.
For customers interested in participating in the TapChat panel or learning more about Severn Trent's initiatives, the company encourages them to visit the dedicated website. By joining the panel, customers can play a vital role in shaping the future of their water and waste services, ensuring their voices are heard and valued.
