Guaranteed Standards of Service payment
If your property is internally flooded due to a failure of our drainage system, you’ll be eligible for a payment of an amount equivalent to your annual wastewater charge, from a minimum of £300 to a maximum of £2,000 for each incident and these increase if you have more than one incident in a 12 month period. These payments are not compensation or an admission of liability.
What will happen following your claim:
1. We’ll write to you within 20 working days of the incident. The letter will include the following information:
-
- More about the payment.
- What steps we have to take as a direct result of the incident.
- Any investigations we need to carry out.
2. We’ll send you a cheque or credit your account within 20 working days of the flooding incident.
3. If we’re late with the payment, as a domestic customer you’ll get an additional payment of £40, which we’ll automatically credit to your account.
In all cases, payments will not apply if:
- you notified us more than three months after your property was flooded
- we have already made a payment to the same customer in respect of the same incident
- the flooding was caused by: an abnormal or unforeseeable event, including a natural event, outside the control of the company, the consequences of which could not have been avoided by the exercise of all due care by the company; industrial action by the company’s employees; the actions of the customer; a defect, inadequacy or blockage in the customer’s drains or sewers for internal sewer flooding
- the customer was not materially affected by the incident
In deciding whether a customer has been materially affected by the incident companies must take into account what parts of the customer's land or property the effluent entered, the duration of the flooding, whether the flooding restricted access to the land or property, whether the flooding restricted the use of the land or property and any other relevant considerations of which the company is aware.
Conditions may apply.