Severn Trent published advice for its customers on 28 December 2023, as Storm Gerrit was expected to bring strong winds and heavy rain to parts of the Midlands. The water company said it was encouraging customers to familiarise themselves with who to call if bad weather caused problems, and that in previous storms some customers had reported all types of flooding to it, potentially delaying them getting help from the right organisation.
The company set out which body handles which kind of flooding. It said flooding on roads, blocked drains or grates on highways, groundwater surface flooding, and flooding in streams, brooks and small rivers should be reported to the local council. Major river flooding is a matter for the Environment Agency, whose Floodline number it gave as 0345 988 1188. Flooding from the public sewer or from a burst pipe should go to Severn Trent itself, and the company asked customers to call 0800 783 4444 if sewage is escaping from a manhole cover in the garden or outside the home, which it described as an absolute priority. It added that where flooding is due to heavy rain, it may need to wait for the water to subside before it can investigate, and that customers should also contact their insurer for help and advice.
| Type of flooding | Who to contact |
|---|---|
| Roads, blocked drains or grates on highways, groundwater surface flooding, streams, brooks and small rivers | Local council |
| Major river flooding from rising river levels | Environment Agency, Floodline 0345 988 1188 |
| Flooding from the public sewer or a burst pipe | Severn Trent, 0800 783 4444 |
"As the UK braces itself for Storm Gerrit, Severn Trent is encouraging customers to familiarise themselves with who to call should they experience any problems due to bad weather conditions."
The company said extreme weather, such as exceptionally high levels of rainfall in a short space of time, can overwhelm the waste network and cause sewer flooding. It warned that call volumes can be higher than usual in stormy weather and customers may have to wait longer than usual for a response, and pointed to its webchat service and its @stwater account on Twitter as alternatives.
Why it matters for households
The advice applies to households in the parts of the Midlands covered by Severn Trent, from 28 December 2023 as Storm Gerrit affected the region. For households, the practical point is that the organisation to call depends on where the water is coming from: council for road, surface water and small watercourse flooding, the Environment Agency for main river flooding, and the water company for sewer flooding and burst pipes. Severn Trent's stated reason for publishing the guidance is that misdirected calls during previous storms may have delayed people getting help from the right organisation. The Environment Agency's Floodline number given by the company is 0345 988 1188, and Severn Trent's sewer flooding number is 0800 783 4444. The company also advises customers to contact their insurer so it can give help and advice.
What happens next
No further dates have been announced. Severn Trent said its operational teams were gearing up and ready for the wet weather, and that where flooding is caused by heavy rain it may need to wait for the flood water to subside before investigating. Households can check which body handles which type of flooding in the guide to who to report flooding to, and the wider guidance on flooding and on types of flooding such as river, sea, surface water and groundwater.
Who to Report Flooding To
