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What to do if you experience flooding

Flooding can be upsetting and stressful, especially when you're not sure who to contact to get everything sorted. Here’s what you need to do if you experience flooding at your property.

Let us know

First, you need to tell us about the flooding. Then we can help you work out what caused the flooding.

You can:

We’re here to help you 24 hours a day, 7 days a week.

Contact your insurer

After you’ve contacted us, get in touch with your insurer.

They’ll be able to tell you how to clean up, disinfect your home and replace damaged property. If a private drain caused the flooding, it will be up to you to arrange a clean-up.

Speak to your insurance company about claims for any loss or damage. If you don’t contact them, you may not be able to claim in the future.  

If you rent your home, you should also contact your landlord or letting agent.

What we'll do

We will send someone to find out what caused the flooding, and how we can stop it from happening again.  

If the cause isn’t clear straight away, we'll look into it further and let you know when we do find out.  

There can be many different root causes of flooding, so it may take a little time for us to get an answer for you. Please be patient, we will be working hard to discover the cause.  

If the flooding has been caused by the public sewer systems, we'll work to stop this from happening again and help with the clean-up if we can. It’s often best to get professional cleaners in to minimise the risk of contamination and further damage.  

If the flooding was not caused by the sewer, we'll let you know what we can do to help - and what you need to do next.

Who's responsible for what

There are several different types of flooding, with various organisations and individuals responsible for each one.

Remember, if it’s rainwater flooding, then this will drop when the rain stops. Give it a few hours, and see if it improves. For sewage coming out of a manhole, report this to us and we’ll visit your home to investigate.  

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