In the event of sewer flooding, please follow the steps below.
Sewer flooding is unpleasant and we treat all cases with the highest priority, so if our sewers have caused the problem we'll offer to clean up affected areas free of charge.
We aim to do this on the same day but this may not be possible if a large area is affected, or if flood waters have not all drained away.
Who to contact
Who you need to contact will depend on the source of the flooding:
Public sewer flooding.
To report an urgent matter, please call our 24 hour customer service team:0800 316 9800
Surface water and groundwater.
To report groundwater flooding, flooding from the roads or problems with highway gullies or ditches, please contact your local council.Find your local council
If rivers have burst their banks and it's affecting you, contact the Environment Agency on the following number:0800 807 060
What to do if your property has been flooded by our sewer
Contact your insurers
It is important that you contact your household insurance provider straightaway and tell them about any damage caused by the flooding. If you do not do this, it may affect any insurance claims you need to make.
If you are not insured and are having financial problems, we may be able to help you.
We may not be liable for damage caused by sewer flooding when it occurs for reasons beyond our control.
We have no control over what is put into sewers or the amounts of rain that falls in our region, and the law recognises we should not be responsible for any flooding damage caused as a result.
We are only responsible for damages if flooding is a result of our negligence.
Turn off your gas, electricity and water at the mains. Do not turn on your gas or electricity until the systems have been checked by the suppliers' representatives.
Do not allow children or pets go into the floodwater - it is very likely that this will be contaminated with sewage, and there may be hidden dangers below the surface of the water.
Do not lift manhole covers to let floodwater drain away - this can make the situation worse and cause flooding to other properties.
Ultraviolet light in sunlight helps kill off bacteria. The time it takes varies depending on the weather.
Keep children and pets away from the sewer flooding. Here’s a guide to how long you should keep off the flooded areas:
|Season||Turf / clay||Soil / sand / shingle / bark|
|Spring||13 days||20 days|
|Summer||6 days||9 days|
|Autumn||13 days||20 days|
|Winter||18 days||11 days|
When the flooding has reduced
Do not throw away damaged items until your insurers have inspected them.
Disinfect all surfaces and ensure your house is well ventilated. When clearing up, wear rubber gloves and cover any cuts and grazes.
Throw away any food that may have been in contact with flood water.
If you experience symptoms such as diarrhoea or vomiting after a flooding incident, call your doctor straight away.
Sewer flooding questionnaire
If you have been flooded by our public sewer but have not let us know, please download and complete our sewer flooding questionnaire and return to us at the address on the form.