Our sewerage services - how we deal with your used water.

Our sewerage

services

A sewer is a pipe which

carries and removes either

rain water or foul water

from more than

one property.

How to contact us

By telephone:

0845 733 5566*(8.00am until 8.00pm, Monday to Friday, 8.00am until 1.00pm Saturdays) for billing and account enquiries.

0845 717 1100* for general enquiries about water and sewerage services. Monday to Friday, from 8.00am until 8.00pm, and Saturday from 9.00am until 1.00pm. This number is also available 24 hours for emergencies.

0800 393 084 to report a leak (freephone from a landline).

0800 328 7648 – Floodline.

0870 240 3549 – for leisure enquiries (9.00am until 5.00pm, Monday to Friday).

*Calls may be monitored and recorded in order to improve service quality and employee training.

We offer a free telephone translation service if English is not your first language. Just tell us which language you speak and we will

Deaf and hard of hearing customers can contact us using Text Relay – just prefix any of our listed numbers with 18001 and a Text Relay operator will join the call. Alternatively you can let us know the name of someone you trust who has agreed to talk to us on your behalf.

Contact us by email through our website

What should and

shouldn’t go down

the sewer

Sewers are designed to carry water, liquid and solid bodily waste and toilet paper. They are not waste disposal units, but increasing amounts of litter are being flushed down the toilet. By flushing away condoms, cotton buds, tights, disposable nappies, sanitary products and their packaging, you are likely to cause a problem in your drain or the sewer. Blockages caused by these things can lead to flooding to properties or escapes of sewage to the environment. Only toilet paper, pee and poo go down the loo.

Keep a separate bin for bathroom waste such as cotton buds, cotton wool and packaging from sanitary and other bathroom products.

Sewers are not the place for:

• Unwanted oil and grease – they may be liquid in a warm kitchen, but they quickly solidify and cause blockages when they enter a cold sewer. • Medical supplies – colostomy bags,

bandages, incontinence pads, syringes, medicines.

• Chemicals – other than those designed to be used in kitchens and drains.

Instead you should:

• Wait until cooking fat solidifies and then put it into a container and place it in the bin.

• Pour cooking and engine oil into a strong container before disposing responsibly.

Tree roots and building debris, such as household bricks can also cause problems and blockages within public sewers and private drains, which can lead to flooding. It is advisable for customers who are concerned about trees or who have recently carried out building work to carry out any relevant checks to make sure that their private drainage system is not being obstructed.

If you would like a copy of our

Blockages leaflet, please visit our

website, www.nwl.co.uk or call us on 0845 717 1100.

Our responsibility

for public sewers

Northumbrian Water is required by section 94 of the Water Industry Act 1991 to provide and maintain a system of public sewers that takes the waste water from your private drains and sewers to our treatment works. This system is called the sewerage network. In most cases, these sewers are found in roads or public open spaces. In certain circumstances, they may run through private land, in which case we need to preserve the right of access for maintenance and legal protection against building over, or in close proximity to our sewers.

Types of public

sewers

Foul sewers carry waste water. This is

water that has been used for cooking and washing, and the waste from toilets and trade premises to our waste water treatment works.

Surface water sewers carry rainwater

that runs off roofed areas, pavements and roads, usually into streams, rivers or watercourses.

Combined sewers carry both waste

water and surface water to our waste water treatment works.

Maps of our public

sewers

By law, we are obliged to keep maps that show the approximate position of public sewers and you have a right to see our records. To arrange this, please contact us on 0845 717 1100.

Your drains

The Government transferred ownership of private sewers and lateral drains from private individuals to water and sewerage companies on 1 October 2011. The transfer included all drains and sewers that were connected to the current public sewerage system on 1 July 2011. The transfer is good news for our customers and has many benefits. The Government believes the transfer will make responsibilities for looking after drains much clearer. This will mean less disputes and worry about who is responsible for sorting problems out, which can often be expensive to put right. In the future, costs will be shared equally across all customers as part of the bill.

A private sewer is a pipe which drains more than one property, which is connected to the sewer, and is usually the responsibility of each property owner or housing association or management company. A lateral drain serves one property. The lateral drain is the length of the drain that is outside the boundary of the property.

For a more detailed explanation, please visit www.nwl.co.uk and search for ‘private drains and sewers’ and select your property type from our interactive diagram.

If you have an insurance policy that covers drainage problems, please contact your insurer directly to discuss whether this has changed at all. Remember, you will still be responsible for some of the drains within your property boundary.

Ownership of all other pipes which were connected to the current public sewerage system on 1 July 2011 has transferred to Northumbrian Water. Privately owned sewage pumping stations are also expected to gradually transfer to water company ownership by 2016. If you know the details of a private pumping station, we would like to hear from you. Please let us know by visiting our website,

www.nwl.co.uk.

Other types of

drainage

There are other types of drainage which are not Northumbrian Water’s responsibility. If you have any concerns about them please contact the relevant organisation.

• Local authorities – most drains around council houses and most highway drainage (gullies etc).

• Highways Agency - most drainage from main roads (trunk roads).

• Environment Agency – flooding from main rivers and the sea.

• Landowners – storm water running off fields and farmland.

Private or

unadopted sewers

There are some sewers in our area that we do not own. These are called private or unadopted sewers. This means that when they were built, or when they would normally have become public sewers, the owner or developer did not want them to become public sewers, or they did not meet the required construction standards. They have remained privately owned, either by the developer, or more likely, jointly owned by the houses that they serve.

You can apply for us to adopt the sewer so that we, rather than you, become responsible for it. Before we take responsibility for it we will need to be satisfied that it is in a suitable condition. That means that if any work is needed to bring the sewer up to adoption standards, you would have to meet the costs. For further details on how to go ahead with a request for adoption, please contact us on

0845 717 1100.

If you believe that we have unreasonably refused a request for adoption of a sewer, or have set unreasonable conditions, you can appeal to Ofwat (see Independent Review page).

Alterations to

existing pipework

If you are extending your home, building a conservatory or are making any alterations to your property which will need plumbing or drainage works, you must make sure that you connect to the correct private drainage system. For example, all bathroom and kitchen connections must be made to the foul drainage system. Rain water guttering should connect to the surface water drainage system. The type of drainage system that exists can be confirmed by the local building control department of the local authority, which will be able to give you advice on these matters. If you would like a copy of our leaflet for guidance on pipe laying, All you need to know, or for further advice or help please

visit our website at www.nwl.co.uk. Alternatively you can contact our Customer Centre on 0845 717 1100.

New connections

to sewers

All domestic customers can apply to us to connect their drains to the public sewerage system as long as they agree to meet the costs involved.

We can refuse permission for new connections to our sewers if we think the connection will have a detrimental effect on them. For example, we will not allow a foul drain connection to a surface water sewer. If your sewerage connection is refused you can refer the matter to our regulator, Ofwat. Details of how to contact Ofwat can be found on the Independent Review page.

For each new connection you will have to pay:

• Fees to us to cover those costs incurred in dealing with the application and inspecting the work carried out.

• An infrastructure charge. This is a fixed contribution towards additional investment in our local sewerage network. This helps us to make sure that we can continue to deliver the same high standard of service to all our customers, following the additional demand of a new connection. Ofwat sets the maximum infrastructure charge for a domestic supply.

We offer two options for making a new connection to an existing sewer.

1. Our approved contractor can carry out the work for you at your expense. 2. You can request that we approve a

contractor of your choice to carry out the work; please note that our consent is not guaranteed.

1 Our approved contractors

You can employ a contractor approved by ourselves to carry out the connection work for you. The contact details of these contractors will be provided to you when approval to your application is issued. These contractors comply with all health and safety, roads and streetworks and standards of construction requirements. If you choose this option, we will need a connection application form to be submitted along with a non-refundable administration fee. A full and complete application will be processed within 15 working days. When your application is approved, you will be issued with a unique reference number without which the contractor will not begin work.

This option will not only guarantee the quality of the works carried out, but will also ensure strict compliance with all relevant health and safety legislation.

2 Contractor of your choice

You can request that we approve a contractor of your choice to carry out the work; please note that our consent is not guaranteed. A connection application form must be submitted along with a non-refundable administration fee.

In addition, the contractor must provide a method statement, risk assessment and other evidence of competency (depending on location and means of connection) for approval. These documents can be submitted with your initial application or after we have approved your point of connection to the sewer.

Your contractor will also need to comply with all relevant legal requirements. For example, all works in the street must comply with the provisions of the New Roads and Street Works Act and you will be responsible for the subsequent reinstatement. You will be required to liaise directly with the Highway Authority on these matters.

Connection approval is valid for a period of 90 days. If the physical connection is not carried out in this period a new application must be made. A full and complete application will be processed within 15 working days.

What if there is no

existing sewer?

Sometimes a new sewer may be needed because there may be no existing sewer we can use to serve your property. There are two main ways for us to provide new sewers. These are:

• By requisition (usually for new properties) using the Water Industry Act 1991, section 98, where you do not have the powers to lay sewers through third party land.

Or:

• As part of our first time sewerage programme (usually for existing

properties) using Section 101A of the Water Industry Act 1991.

Sewer requisitions

Where practicable, we will provide a newly requisitioned sewer as long as it serves two or more properties. However, you and other applicants must contribute towards the cost of the project. The cost will be the difference between the income we will receive from waste water service charges over a 12 year period and our reasonable costs in providing the sewer. This is payable as a single lump sum prior to the sewer being provided or the amount is payable over 12 years. We will also require some form of security before beginning the feasibility study and design work. Disputes about terms and conditions of requisition agreements including costs incurred can be referred to Ofwat for determination.

For our part, we must provide the sewer within six months of agreeing the proposals and the associated costs and receiving payment.

In 2003, the Water Industry Act 1991 was amended to allow customers to request

First time

sewerage

Under the terms of the Water Industry Act 1991 we may be asked to provide a new sewer in an area which is not currently served by the public sewerage system and the local private system causes environmental problems. Any proposed scheme must satisfy certain technical, financial and environmental criteria to meet the requirements of the Act.

We do our best to attend to a reported incident of internal flooding within four hours. However, while all available resources will be provided to help you, in the event of widespread damage as a result of storm conditions, our representative’s initial visit will be to check the condition of the sewers to make sure there are no blockages within the public sewerage system. Claims for loss or damage must be directed to your own insurers who will provide advice as to what actions you should take to make sure the terms and conditions of your policy are met. We are not legally liable for loss or

damage by flooding from public sewers unless we have been negligent. If the cause of the problem is a blockage in our public sewer, we will arrange for it to be cleared at our cost. If you would like to check the location of the public sewers, contact us on 0845 717 1100.

We aim to deal with problems relating to flooding promptly and to help as much as we can afterwards.

For further advice on what to do in the event of sewage flooding, view our leaflet Sewer

flooding on our website www.nwl.co.uk, or call us on 0845 717 1100 to request a copy.

Further information about the sewage treatment process can be found at

www.nwl.co.uk/your-home/learn-about-water/sewage-treatment.aspx.

Protection against

flooding from

public sewers

Public sewers are designed to protect properties from the risk of flooding. Most combined sewers have storm overflows which are built to manage any heavy flows through the public sewer, and help protect our homes and businesses from flooding. There are occasions when sewage flooding does occur. We understand the distress and inconvenience this may cause, particularly when sewage enters your home. Most sewage flooding incidents result from overloaded sewers following heavy rainfall, or blockages caused by misuse of the drainage system.

If you suffer sewage flooding we are here to help. Please immediately contact our freephone flood line on 0800 328 7648.

Sewage treatment

Public sewers bring domestic and industrial waste waters to our sewage treatment works for treatment and safe discharge to the environment. After treatment, the cleaned water goes to a nearby watercourse or to the sea and must comply with

statutory consent conditions set by the Environment Agency.

Payments and

guaranteed

standards of

service

If you suffer flooding from one of our public sewers, we operate a scheme under our guaranteed standards of service called Our

promise to you. To request a copy of this

leaflet, visit our website at www.nwl.co.uk

or alternatively call us on 0845 717 1100. Our customer care package covers the service standards we promise to deliver. If we fail to meet any of these standards, we will pay you compensation.

If the inside of your property is flooded from one of our sewers, please contact us on

0845 717 1100 immediately. You should also advise your insurer, who will be able to provide advice about cleaning up. We zwill try to visit you within four hours, although exceptional weather leading to

We will pay you an amount equal to your full sewerage charge for the year or pay you £150, whichever is more (up to a maximum of £1,000) for each flooding incident that happens.

If the outside of your property is flooded from one of our sewers, please contact us on 0845 717 1100 immediately. You should also advise your insurer, who will be able to provide advice about cleaning up. Wherever possible we will also help you to clean up. We will pay you an amount equal to 50% of your sewerage charge for the year or pay you £75, whichever is more (up to a maximum of £500) for each flooding incident that happens.

If we do not make these payments within 20 working days of being notified of the flooding event, we will pay you an additional £20 (£50 if you are a business customer). We will automatically make these payments, whether or not you are covered by

insurance except in the following circumstances:

• If the flooding is caused by you.

• If it is impractical for us to determine that you are affected – in which case you must make a claim within three months of the flooding event.

• If our investigations confirm that surface water running over land was the cause of the flooding (directly or indirectly by inundating the network). If your property is flooded both internally and externally, only the payment for internal flooding will apply.

We also operate an emergency fund which is available in certain circumstances, to help customers who have suffered sewer flooding. Applications are considered on an individual basis and you can find out more by getting in touch with our Contact Centre on 0845 717 1100.

Independent

review

We believe that an independent review is an essential safeguard for our customers, and constructive to improvements in our service. On any occasion when we are unable to resolve a complaint to your satisfaction, you can refer it to the Consumer Council for Water, an independent organisation which acts as a watchdog on your behalf. They will investigate your complaint through their own procedures and ask us why we took the decisions we did, and inform you accordingly.

The Consumer Council for Water can be contacted at www.ccwater.org.uk. Telephone: 01325 728 034

Lo-call: 0845 708 9367

The Consumer Council for Water makes sure consumers’ complaints are being handled promptly and efficiently.

Ofwat

Ofwat is the economic regulator of the water and sewerage industry in England and Wales. It sets the price limits for each company, but also protects and monitors the standards of service you receive. It also expects companies to improve their services by becoming more efficient.

Ofwat’s address and telephone number is:

Ofwat

City Centre Tower 7 Hill Street Birmingham B5 4UA Tel: 0121 644 7500 Fax: 0121 644 7559 Email: mailbox@ofwat.gsi.gov.uk

Putting it right

We would like to hear from you if you have a problem and are not happy with our work or service. This gives us the opportunity to put things right and make improvements so other customers can benefit.

If you would like further details on how to progress a complaint or would like a copy of our Code of Practice on complaints,

Getting answers, visit our website,

www.nwl.co.uk or call us on

Finding out more

This leaflet forms part of our Code of Practice for domestic customers, which provides customers with essential information about our company. All of our Codes of Practice are approved by the Office of Water Services (Ofwat). Other leaflets within our Codes of Practice are available:

• Our promise to you (our service level

and how we will compensate you if things go wrong).

• Managing debt (our Code of Practice

on debt).

• Dealing with leaks (our Code of

Practice on leakage, guidance on pipe ownership and our repair policy).

• Getting answers (our Code of

Practice on complaints).

• Extra Care - Can we help you? • Your water meter (a guide for

domestic customers).

• Getting water to your home

To order any Code of

Practice leaflet in Braille,

large print, on a CD or

audio tape, please call

0845 717 1100.

We also offer information leaflets on protecting the environment and water efficiency in the home and garden, sewer flooding and protecting the environment. To order any of the above, please call