Sewer flooding compensation

You could be entitled to compensation from us if you have experienced a sewer flood.

Who is responsible for the damage?

We have no control over excessive rainfall that can overwhelm the sewerage system or what is put into public sewers.

This means we have no legal liability for damage caused by sewer flooding – the exception is where we have been negligent.

If the sewer flood was caused by a problem with the public sewer, we will compensate you accordingly.

Compensation for internal floods

If you have experienced a sewer flood inside your property, you will automatically receive an amount equivalent to your annual sewerage charges (a minimum of £300 and a maximum of £2,000).

If you experience internal sewer flooding again within 12 months of the first incident, the minimum payment amount increases by £100, and the maximum payment amount increases by £500. For example, compensation for second incidents will go up to £2,500 or £400, and compensation for third incidents will go up to £3,000 or £500 (whichever is greater).

We'll aim to write to you with your payment within five working days of the incident (up to a maximum of 20 working days) and tell you what action we will take and any investigations we will carry out.

If we fail to make a payment within 20 working days, we will automatically pay you a penalty payment of £40.

Compensation payments do not apply if the internal flooding was caused by your actions or any defect, blockage or inadequacy of private drains or sewers.

Compensation for external floods

If you have experienced a sewer flood outside your property, you can claim compensation equivalent to 50% of your annual sewerage charges (a minimum of £150 and a maximum of £1,000 per incident).

If you experience external sewer flooding again within 12 months of the first incident, the minimum payment amount increases by £50, and the maximum payment amount increases by £250. For example, compensation for second incidents will go up to £1,250 or £200, and compensation for third incidents will go up to £1,500 or £250 (whichever is greater).

To claim compensation for an external flood, please contact us. If your claim is successful, we’ll pay it within 10 working days of your claim. If we fail to do that, you are entitled to claim a penalty payment of £40.

You cannot claim if:

• if the flooding happened because of an abnormal or unforeseeable event, including a natural event, outside our control, the consequences of which could not have been avoided by our exercising all due care (unless it is a repeat inadequate capacity issue we’re aware of)
• the flooding was caused by your actions or any defect, blockage or inadequacy of private drainage, council or highway drains
• you told us about the flood more than three months after it happened.

Guidance for claiming on your insurance