Wastewater — Guaranteed standards of service for business customers
Sewer flooding and trade effleunt charges information.
- Sewer flooding – response times
- Normally we will respond to a complaint of sewer flooding within two hours of the first report of flooding entering a property (internal) and within four hours if flooding is outside a property (external).
We will also provide a full clean up service where possible within 12 hours (internal flooding) or within 24 hours (external flooding).
- Sewer flooding – internal and external
- If your premises are internally flooded due to a failure of our drainage system, we will compensate you with an amount equivalent to your annual sewerage charges – £150 minimum, up to a maximum of £1,000 for each incident.
We will write to you within 20 working days of the incident enclosing details of your compensation and informing you of any action we plan to take and any investigations we intend to carry out.
If we fail to send you a refund cheque or credit your account, you will be entitled to an additional compensation of £50.
If your property is externally flooded, on receipt of your claim, we will compensate you with an amount equivalent to half your annual sewerage charges – £75 minimum, to a maximum of £500 for each incident.
You will need to make a claim within 3 months of the incident and provide information to prove you were materially affected by the flooding incident.
We will write to you within 20 working days of receiving your substantiated claim enclosing details of your compensation.
If we fail to either send you a refund cheque or credit your account, you will be entitled to an additional compensation of £50.
If you experience internal and external flooding in one incident, the compensation payment you are entitled will be calculated based on internal flooding.
- A payment under this section will not be made if:
- The flooding happened because of exceptional weather conditions or industrial action on the part of Southern Water staff
- The flooding was caused by your actions 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.
- Trade effluent charges – change in circumstances
- A yearly rolling average is commonly used to assess the strength of a trade effluent discharge for monthly and quarterly billed customers.
Where a change in the process results in a significant alteration of effluent strength and it is no longer appropriate to use the rolling average strength, we will review the situation with you at the earliest opportunity to agree the methodology for assessing future charges.