Who to contact in the event of a flood

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The following notes give guidance on who to contact for various types of flooding:

Flooding from Public Sewers

Water companies are responsible for maintaining public sewers. To report an overflowing or blocked public sewer, you should contact your water provider:

Wessex Water Sewage Floodline: 0845 850 5959 (24 hours)
Wessex Water Leak stoppers: 0800 692 0692
Email: leakstoppers@wessexwater.co.uk
Website: www.wessexwater.co.uk

Thames Water Water or Waste Waterline: 0845 9200 800
Thames Water Leakline: 0800 714 614
Website: www.thameswater.co.uk

Southern Water Emergency line: If you have a water supply or wastewater emergency, including blocked drains or wish to report a possible pollution, please contact 0845 278 0845 (open 24 hours for emergencies)

Southern Water Leakline: 0800 820 999 (24 hours)
Website: www.southernwater.co.uk

Flooding from Private Sewers or Drains

If your private drains or sewers are overflowing, you will need a drainage contractor to deal with any blockage. See "Yellow Pages" under "Drain and Pipe Cleaning". If you are uncertain if any blockage is in the public or private sewers, the water company should be able to determine this, once on site, then recharge you the cost of any work on the private sewers.

Flooding from the Public Highway

For flooding from the public highway or reporting blocked road gullies or gratings, contact the Council.

Wiltshire’s Customer Lighting And Roads Enquiry Centre service for reporting road, lighting defects and other hazards including flooding and drainage issues.

Tel: 0800 23 23 23
Email: clarence@wiltshire.gov.uk

Flooding from a Burst Water Main

The local water supply companies are responsible for the repair and maintenance of the water mains, which carry large amounts of water from the treatment works to your street but the property owner is responsible for the pipe which supplies their individual address.

Wessex Water Leak stoppers: 0800 692 0692
Email: leakstoppers@wessexwater.co.uk
Website: www.wessexwater.co.uk

Thames Water Leakline: 0800 714 614
Website: www.thameswater.co.uk

Southern Water Leakline: 0800 820 999 (24 hours)
Website: www.southernwater.co.uk

Flooding from a Water Service Pipe or Internal Pipework

This is the responsibility of the homeowner or landlord and would need the attention of a plumber (see "Yellow Pages" or similar directories).

Flooding from a Main River

The main rivers are the responsibility of the Environment Agency. In addition, the Agency provide a "Floodline", which is a 24 hour advice and information service for floods and flood warning on 0845 988 1188.

Environment Agency Floodline: 0845 988 1188
Website: www.environment-agency.gov.uk

Provision of Sandbags to Protect against Flooding

Householders should be aware that it is their responsibility to protect their property from flooding. The National Flood Forum has a directory of suppliers for items such as gel bags, flood boards, air brick covers.

The Council may provide a limited supply of sandbags free of charge to domestic properties that have been flooded, or are in imminent danger of flooding. The supply will be prioritised by level of need, or vulnerability for example the elderly or infirm and the protection of commercial property to prevent environmental pollution.

In some areas, where there is a known flood risk, the Parish Council may hold a limited supply of full and empty sandbags for distribution in times of emergency.

Other Useful Contacts

Service	Details
CLARENCE - Wiltshire’s Customer Lighting And Roads Enquiry Centre service for reporting road, lighting defects and other hazards including flooding and drainage issues.	Email: clarence@wiltshire.gov.uk Tel: 0800 23 23 23
Wiltshire Council Emergency Planning To coordinate and provide support and assistance to council service providers, the Emergency Services and other agencies during the response to an incident. The team will also coordinate and assist with the recovery phase. Represents Wiltshire Council on the Local Resilience Forum.	Email: emergencyplanning@wiltshire.gov.uk Tel: 01225 713159
Environment Agency	Website: www.environment-agency.gov.uk Tel: 0845 988 1188
National Flood Forum A charity run by people who have experienced flooding or have first hand experience of supporting victims of flooding. It offers Advice & Support to communities and individuals who have been flooded or are at risk of flooding.	Website: www.floodforum.org.uk
Met Office	Website: www.metoffice.gov.uk
Thames Water	Website: www.thameswater.co.uk
Wessex Water	Website: www.wessexwater.co.uk
Southern Water	Website: www.southernwater.co.uk
Waterways and Ponds - Pollution of all inland waterways and ponds is the concern of the Environment Agency.	They can be contacted directly on their incident line 0800 80 70 60. Further information is available on their website www.environment-agency.gov.uk
Canals Any incidents concerning canals should be referred to British Waterways	Website: www.britishwaterways.co.uk Incident line:  01380 722859
Citizens Advice Bureau Advice on how you may be able to obtain financial assistance during an emergency.	Contact your local service
Fire & Rescue Services Their primary responsibility is to save lives. May also pump out flood water (contact your local service), but there may a charge for this service
Health Protection Agency Monitors and gives advice on public health (health protection and flooding)	Website: www.hpa.org.uk
N.H.S. Direct For advice on health concerns during or after a flood.	Tel: 0845 45 46 47 Website: www.nhsdirect.nhs.uk
National Grid If you smell gas or observe a potential electrical hazard on or near overhead power supplies.	Tel: Gas - 0800 111 999 Tel: Electricity - 0800 404 090

If you require further information or require assistance with flood defence or land drainage matters please complete the online form or contact Clarence.

Last updated: 16 February 2011