Internal flooding

Flooding from sewers is distressing and we work hard to reduce the risk of it happening. However, it isn’t always possible to prevent it. Below you can find out what to do if you have sewer flooding inside your property.

Who to contact

  • It is important to contact your insurer immediately to tell them about any damage the flooding has caused inside your property. If you don’t, it may affect any insurance claims you need to make.
  • Call our 24-hour emergency number 0330 303 0368
  • Let us know if any nearby properties have been affected so we can help them too

What we will do

  • Where possible, we’ll contact you within an hour to give you an ETA
  • In the event of widespread storms and flooding, it may take us longer to reach you
  • We’ll call to let you know we’re on our way and may also send updates by text – so please make sure you provide us with your mobile number
  • When we see you, we’ll give you help and advice on what to do next
  • We'll also ask questions about the flooding to help us understand the cause
  • We’ll check our sewers and do what we can, as soon as we can, to address the cause
  • We will carry out a basic clean-up of your property, where possible
  • We’ll be in touch with you to help us investigate what happened.

What you can do

  • If it's safe to do so, please take photos of the flooded area
  • Pictures will help us work out why it has happened and may allow us to consider whether you’re entitled to a payment under our Guaranteed Standards Service
  • Keep children and pets away from the flooded areas.

How can you help to stop this happening again?

Sewers sometimes flood during or after heavy rain if they can't cope with the amount of water.

However, it’s more commonly the result of how we use our sewers and what we put down them. Flooding might be avoided by not flushing items such as:

  • Wet wipes
  • Nappies
  • Sanitary towels
  • Cotton buds
  • Tampons and applicators
  • Condoms
  • Kitchen roll

Fat, oil and grease can also cause blockages if they’re poured down plugholes because they harden when they cool down.

Guaranteed standards of service payment

If your premises are internally flooded due to a failure of our drainage system, we’ll make a payment to you of an amount equivalent to your last two years’ annual sewerage charges – a minimum of £150 for each incident.

These payments are not compensation or an admission of liability.

We can’t make these payments if:

  • the flooding was caused by your actions
  • the flooding was caused by exceptional rainfall
  • our investigation confirms that the flooding was caused by a third party issue, such as surface water running off land, an overflowed river, a problem with a private or highway drain.

Conditions may apply. See a list of all exceptions.