Ofwat warns of enforcement action where sewer-flooded customers are not treated well

Ofwat has warned companies to up their game on sewer-flooded customer care, or face enforcement action.

The regulator said next year it will conduct a review of all wastewater companies’ compliance with their obligations under the new customer-focused licence condition with respect to sewer flooding incidents. The licence condition requires companies to ensure customers are well-informed and supported during and after such incidents; and that support is tailored for customers who need extra help. Failure could lead to enforcement action and substantial fines.

Ofwat said it will update its published guidance on its approach to enforcement in regard to sewer flooding, to provide clarity for companies.

The move came as Ofwat and CCW jointly published research undertaken among 61 household customers who had experienced sewer floods. Among other things, this found that even among customers who repeatedly experience sewer flooding in their homes, support and customer service was often poor. Inadequate communication and long delays in resolving the problems made distressing experiences worse. Customers reported feeling anxious, angry and frustrated.  CCW will follow up with each wastewater company as part of its End Sewer Flooding Misery campaign.

In 2023-24, wastewater companies recorded almost 6,000 incidents of internal and more than 50,000 incidents of external sewer flooding.