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Leaks & other information

What to do about leaks

Water Service Pipe Responsibilities (Water Industry Act 1991)

HomeServe emergency home cover

Our Customer Promise

Internal sewer flooding

If we know that water has escaped from our sewers and entered the buildings of your property or passed beneath a suspended floor, we will automatically make a payment equal to your annual sewerage charges for each incident of flooding from our sewer within 20 working days of the event.

For metered customers we will calculate payments based on the previous year's consumption. The minimum payment made for each flooding from our sewer is £150 and the maximum payment is £1,000. We will recommend locally based companies who are experts in dealing with property flooding to provide the specialist services that may be required, although you are free to make your own arrangements if you prefer.

Payment will be made within 20 working days of the internal flooding. If we do not make a payment which we should have known was due to you, we will automatically make an additional payment of £20 if you are a domestic customer and £50 if you are a business customer.

Where we did not identify that you were affected and therefore unable to make an automatic payment, you can claim your payment within three months of the date on which the flooding occurred.

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