What to do during a sewer flood

If you have experienced a sewer flood, this guide explains what to do and how we can help.

1. Identify the type of flooding

There are different types of flooding, but we can only help with sewer floods.

You should identify the type of flooding to ensure that you contact the right organisation.

2. Check who is responsible

If it is sewer flooding, you will need to check who is responsible for fixing it.

We will arrange and pay for the blockage to be cleared if it is on the public sewer. We can also help if extreme weather has caused the public sewer to flood.

But if the flooding is caused by a problem with your private drain, you will be responsible.

Learn more about who is responsible for different types of sewer pipes.

3. Call us or a drainage contractor

If the flooding has come from the public sewer, call our Sewage Floodline on 0345 850 5 959 (24 hours) as soon as possible.

When you call, please let us know if you or someone in your home has any extra needs, such as mobility problems or a disability.

If the flooding is due to a problem with your private drain, you should contact a private drainage contractor.

If you’re not sure what has caused it, you can call us for advice on what to do.

4. Contact your insurer

You should also get in touch with your household insurance company. Any claims for loss or damage must be directed to them.

They will give you advice about what you must do to make sure the terms and conditions of your policy are met.

If you plan on making a claim, see our guidance on claiming on your insurance.

5. Finding and fixing the issue

We aim to respond within two hours for internal flooding and four hours for external flooding. During this visit, we will try to find and fix the issue.

If we are experiencing severe weather, it may take us a little longer to get to you.

We may also need to respond to internal floods before external floods, but we will keep you informed about when we will get to your property.

6. Cleaning up

After we have fixed the issue, we will return at another time to provide a free clean-up service where possible.

We aim to carry out clean-ups within 12 hours for internal floods and 24 hours for external floods.

Learn more about what to expect from our free clean-up service.

7. Claim compensation

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

However, there are certain circumstances where you will not be entitled to compensation.

Find out more about claiming compensation for sewer flooding.