Sewerage leaflet - South West Water

Statement of Practice
regarding claims for compensation arising
out of the flooding of residential properties
from sewers
We aim to provide adequate capacity in our sewers to ensure homes are not flooded
by water escaping from them in normal wet weather conditions. Heavy rain will
always create a risk of flooding, but, we are working hard to protect homes against
flooding from sewers. Flooding from sewers can also occur for other reasons, the
most common being a blockage in the system. Blockages can occur almost anywhere
without warning and we will usually need to be contacted to clear them.
If your home does flood because there has been so much rain that a sewer cannot
cope with the amount of water entering it, or because there has been a blockage in a
sewer, we are not liable in law for any damage unless we have been negligent and
helped cause the problem. Customers should therefore insure their goods,
belongings and property against damage arising from flooding.
However, in the event of flooding from our sewers please contact us immediately on
0800 169 1144 (Minicom 0800 169 9965) as we can assist with cleaning-up. Also
where water has escaped from our sewer into your home, we will refund – or credit to
your account if all charges have not been paid – an amount equal to the sewerage
charges payable by you in the year in which the flooding occurs (subject to a
maximum of £1,000 per customer per property). A payment will be made each time
flooding occurs.
Where water escaping from a sewer has flooded your garden only, and where we are
notified at the time, we will make a payment, or credit to your account, an amount
of up to 50% of your annual sewerage charges depending on the extent and nature
of the flooding. A maximum of 50% of the annual charges will be paid in any one
financial year.
Unless rainfall has been exceptional, these payments will be made automatically
provided that we are contacted at the time of the flooding.
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Services Helpline: 0800 169 1144