Customers’ experiences of sewer flooding

Our joint study with Ofwat looks into the experiences of customers’ who have dealt with sewer flooding. This research marks the second collaboration between CCW and Ofwat on this issue, following the initial study conducted in 2022.

Key findings

• Sewer flooding incidents are highly distressing for customers, especially those experiencing multiple incidents. The impact includes emotional stress, health concerns, and financial consequences.
• While initial interactions with wastewater companies are generally positive, there are issues with proactive updates, streamlined processes, and transparency. Customers often have to chase companies for responses and feel that information is withheld.
• The quality and timing of clean-up services are often inadequate. Support is not tailored to individual needs, and many customers are dissatisfied with the support they receive.
• Payments under the Guaranteed Standards Scheme are often seen as insufficient. The financial implications of sewer flooding extend beyond immediate repairs, affecting insurance premiums and property values.
• The biggest priority for customers is the resolution of the problem. Many feel that companies do not do enough to fix the underlying issues, leading to ongoing distress and financial burden.
• The report calls for wastewater companies to improve communication, support, financial payments, and resolution efforts. Companies need to be more proactive and transparent, provide high-quality clean-up services, and ensure timely and adequate financial compensation.