Compensation for sewer flooding
Sewer flooding is never a pleasant experience, so we want to make sure you’re fully supported.
Our Customer Guarantee Scheme is there to make fixed payments to you, when we don't deliver against our core standards of service.
You should also contact your insurance company. They can help you with replacing damaged items and finding somewhere to stay. It's also important to take photos and videos of the damage before cleaning. These can help you with your claim.
Customer Guarantee Scheme
In the home
Flooding inside your property is especially distressing. Each time we’re aware of sewage entering your home from one of our sewers, we’ll pay you the cost of your wastewater charges for that year (minimum of £150 and maximum of £1,000).
If we visited you after you reported the flood, we'll automatically credit your account, or send you a cheque, within 20 working days. If we weren't notified of the flood at the time, you'll need to make a claim within three months. You must provide details of any losses or damages, including photos, so we can assess the claim.
Outside of the home
If you suffered from severe sewer flooding outside, but within your property boundary, from one of our sewers, you can claim back half the cost of your wastewater charges for that year (minimum £75 and maximum £500).
You'll need to make a claim within three months of the flood, and provide details of any losses or damages, including photos, so that we can assess the severity of the flooding. If eligible, we'll credit your account, or send you a cheque, within 20 days.
See Section 7 of our Customer Guarantee Scheme.