The initial call
When a customer first calls us, we will try our best to establish if the problem is in a public or private pipe.
Our call advisors will use a set of specific questions to see if it is possible to determine where the problem is located. Sometimes we will be able to determine that the problem is in the customer’s private drain. Where that is the case, we will provide customers with full advice on all of their options, to help them find a drainage company who can resolve the problem.
If we can’t tell over the phone where the problem is located, we will visit the customer’s home to investigate.
Visiting a customer’s home
In cases where pipes are blocked, if our staff find that the blockage is in a customer’s private drain, they will attempt to clear it, providing that it can be achieved reasonably quickly. We will ask the customer to sign a consent form to allow us to work on their private drain.
Our field staff have been authorised to spend up to 30 minutes trying to resolve the problem in these circumstances.
However if they can see that the problem will take longer to resolve, for example if the pipe has collapsed, and we will not be able to resolve it in this timescale we will advise the customer of their options to fix the problem.
Southern Water’s charging policy
If we carry out work on your private drain and it is the first time we have been called to deal with this problem we will not charge you. We will record the location of this blockage in our systems, so that we can provide better advice if you call us again in the future.
Should a further blockage occur, and we do attend, and we find that the blockage is in the same drain, we may need to make a charge. We will advise you of this risk if you call us again, and we will explain the options open to you.
Options for customers requiring work on their private drain
Customers do not have to use Southern Water to clear sewer blockages or solve the problem in their private drain. They can make their own choice about the contractor they wish to use. This is because whilst Southern Water are responsible for repair and maintenance of public sewers and lateral pipes, a private drain remains the responsibility of the person legally responsible for the property which that drain serves. Customers should think carefully before placing an order for work, and it is good practice to obtain several quotations before committing to work, if it is practical to do so.
Southern Water’s field staff cannot give advice about the detailed extent of the work concerning a private drain, nor provide any recommendation or endorsement for services to fix it.
Customers may hold a home insurance policy that covers them for work to their private drains, or they may have a specific drainage cover policy. Customers should talk to their insurance company and also mention it to the drainage contractor, as they are often able to carry out work and make the claim on the customer’s behalf.
Local drainage contractors
Customers can find a selection of drainage companies by following a number of routes:
- Checking printed local directories such as the Yellow Pages, Thomson Local, BT Phone Book and others
- Referring to business directories on the internet. Customers can search for drainage contractors in their area, some sites offer reviews on businesses and others offer the opportunity to get quotes for you. Below are links to a few of the best-known directories, although there are others available.
- Checking with trade associations such as the National Association of Drainage Contractors or the National Sewerage Association.
Southern Water’s contractor and private drains work
Dyno-Rod, the contractor representing Southern Water, may also be able to quote for and accept further clearance or repair work as a private contractor, independent of Southern Water.
Should customers accept one of these services concerning private drains work, they will be contracting with Dyno-Rod, and not with Southern Water. Dyno-Rod staff will be talking to them in their capacity representing a distinct and separate private company and any guidance, assurances or quotations given are not those of Southern Water and we would retain no liability for them. Should any problems arise concerning the works then carried out, customers should contact Dyno-Rod directly and not Southern Water.
Customers do not have to use this provider to clear the blockage, or solve the problem. They can make their own choice about the contractor they wish to use.
