Drains and gutters

You should report a drain problem if:

• water is draining very slowly or not draining at all
• sewage or dirty water is backing up
• an outside drain or manhole is overflowing
• more than one drain in your home is affected

When to report it urgently?

Please contact us straight away if:

• sewage is backing up into your home
• you have no usable toilet
• flooding is affecting electrics
• the problem is affecting more than one property
• someone in your household is vulnerable and at risk because of the issue

Before you contact us

It helps if you can tell us:

• which drain is affected, for example the toilet, sink, bath, shower, outside gully or manhole
• whether the water is draining slowly or not at all
• whether the issue is inside or outside your home
• whether neighbours are affected too

Please also be aware that if a blockage has been caused by items such as wipes, sanitary products, fats, oils, grease or food waste, there may be a charge for the repair after inspection.

You should report a gutter problem if:

• guttering is leaking, overflowing or blocked
• part of the gutter has come loose
• water is getting into your home
• there is damp, staining, mould or internal damage linked to the issue

When to report it urgently

Please contact us straight away if:

• guttering is loose, unsafe or hanging off
• there is a risk of falling debris
• water is entering your home and causing damage
• water is creating a serious slip risk near an entrance or pathway

Keep in mind

Gutters can sometimes overflow during very heavy or prolonged rain. This does not always mean there is a fault or blockage, as guttering is not designed to cope with severe weather conditions all the time.

However, if the problem happens during normal or light rainfall, or it keeps happening, please report it to us.

How you can help us

When you report a problem, it is useful to include:

• where the issue is happening
• when you first noticed it
• whether the problem is getting worse
• whether this has happened before
• photos, if you are able to provide them

Tips to help prevent blocked drains

To help avoid blockages, please do not put the following down toilets, sinks or drains:

• wet wipes
• nappies
• sanitary products
• cooking fat, oil or grease
• food waste

Even products labelled as “flushable” can still cause blockages.

Contact us

If you think the issue is urgent, please contact us as soon as possible.

For non-urgent problems, report the repair by using the online portal or by calling us on 0800 012 1311 and include as much detail as you can.