Flooding – who’s responsible

Flooding is a complex issue and one in which several organisations are involved.

As a wastewater company, we're not responsible for investigating groundwater, river flooding or surface water problems. This is the role of other agencies. It’s our responsibility to ensure our customers can continue to use their wastewater services.

Our priority is to keep our sewers flowing and manage the flows they are built to carry, such as waste from toilets, sinks, showers and washing machines, as well as rainwater from roofs and driveways.


Flood water

Our sewers aren’t designed to carry millions of litres of floodwater and neither should they be. We work alongside local councils, the Environment Agency (EA) and others to help alleviate the effects of flooding on the community.

See the below diagram which shows the different roles and responsibilities for various types of flooding.

We’re also committed to working with all of the relevant organisations to help address the issue of flooding.

Click on the links below for further information on which organisation to contact in different types of flooding.

Our carbon footprint

Local councils are responsible for road gullies. You should contact the council if gullies are blocked and water cannot enter them.

River flooding and groundwater levels

The Environment Agency has a 24-hour Floodline on 0845 9881 188. If your property is flooded by river water, you should contact your home insurance company.

Sewer flooding

You should call our 24-hour customer service team on 0330 303 0368 (calls charged at local rate).

Who's responsible for recovery?

After flooding, some recovery activities are the responsibility of water companies and some the responsibility of other agencies.

The list below shows who handles different aspects of flood recovery:

Cleaning up public areas

  • Replacing missing or dislodged manholes: Water companies
  • Controlling access to water hydrant use: Water companies
  • Removing silt and sewer debris from public sewers and pumping stations: Water companies
  • Washing silt and sewer debris from streets: Highways Authority
  • Cleaning highway debris, gullies and drainage ditches: Highways Authority
  • Washing and removing silt and sewer debris from open spaces: Local authority
  • Removing litter from watercourses: Environment Agency
  • Pumping flood water from public areas: Environment Agency
  • Disposing of flood-damaged property: Local authority
  • Removing sandbags: Local authority

Cleaning up properties

If your property has been flooded by water from our sewers we'll clean up as soon as possible. It's also important to contact your insurers, who may agree to make alternative clean-up arrangements.

For all other flooding use the list below:

  • Internal cleaning of insured properties: Insurance companies
  • Internal cleaning of non-insured properties: Private owners
  • External cleaning (e.g. gardens and drives) of insured properties: Insurance companies
  • External cleaning (e.g. gardens and drives) of non-insured properties: Private owners
  • Providing dehumidifiers or driers to insured properties: Insurance companies
  • Providing dehumidifiers or driers to non-insured properties: Private owners
  • Restoring septic tanks: Private owners
  • Pumping out flooded properties: Insurance companies and private owners
  • Restoring allotments and food crops: Insurance companies and private owners

Restoring utilities

  • Restoring free-flowing public sewers: Water companies
  • Restoring public wastewater pumping stations: Water companies
  • Restoring internal electricity to insured properties: Insurance companies and private owners
  • Restoring internal electricity to non-insured properties: Private owners
  • Restoring telecoms: Telecoms companies
  • Restoring gas supply: Gas companies
  • Restoring electricity to property meter or fuse box: Electricity companies
  • Restoring free-flowing private drainage: Private owners
  • Restoring private wastewater pumping stations: Private owners
  • Assessing the impact of flooding on roads, footpaths and rail: 
    Water companies, Environment Agency, Highway Authority, local authority, electricity companies, gas companies, telecoms companies

Handling groundwater flooding

  • Preventing groundwater flooding: Local authority
  • Approving the pumping of groundwater into watercourses: Environment Agency

Welfare during recovery

  • Providing and maintaining toilet facilities: Local authority
  • Providing accommodation for displaced residents during clean-up: Insurance companies, local authority, private owners
  • Security for property: Police


  • Providing sewer flooding advice leaflets: Water companies
  • Chairing strategic recovery group and local meetings: Local authority
  • Sourcing suitable location and welfare for recovery teams: Local authority
  • Local co-ordination of agencies: Local authority
  • Giving insurance advice: Insurance companies
  • Providing health leaflets: Local authority
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