If your premises are internally flooded due to a failure of our drainage system, we’ll automatically make a payment to you of an amount equivalent to your annual wastewater charge, from a minimum of £150 to a maximum of £1,000 for each incident.
We’ll write to you within 20 working days of the incident, enclosing details of payment and informing you of the action we plan to take and any investigations we intend to carry out.
If we fail to make a payment either by sending you a cheque or by crediting your account within 20 working days of the incident, you’ll be entitled to an additional payment of £20, which we’ll automatically credit to your account.
If your property is flooded externally due to a failure of our drainage system, you may claim an amount equivalent to half your annual sewerage charges – from a minimum of £75 to a maximum of £500.
You must make a claim within three months of the incident and provide information to prove you were materially affected by the flooding incident.
If you have any photographs of the flooding, please send them to us with a completed claim form. Forms can be downloaded from our website or requested by calling our Contact Centre on 0330 303 0368 (calls charged at local rate).
We’ll write to you within 20 working days of receiving your substantiated claim, enclosing details of your payment.
If we fail to either send you a cheque or credit your account within 20 working days of receiving your claim, you’ll be entitled to an additional payment of £20.
Internal and external flooding
If you experience both internal and external flooding in one incident, the payment you’re entitled to will be calculated based on internal flooding.
In all cases, payments will not apply if:
- the flooding happened because of exceptional weather conditions or industrial action
- the flooding was caused by customer’s action or any defect, blockage or inadequacy of private sewers, council or highway drains
- you notified us more than three months after your property was flooded.