Drain flooding means water is coming up from a drain, or cannot drain away. It can fill gardens, drives, garages and ground-floor rooms. Foul water from a sewer is also a health risk, so treat it with care.
Start by working out where the water comes from, because that decides who to call. Flooding from the road, or a blocked road gully, goes to your local council. Glasgow City Council says heavy storms often swamp Scottish Water sewers, even when gullies are not blocked. The Scottish building standards handbook says about 500 basements in Scotland flood each year when sewers back up.
If sewage is flooding from a public sewer, call Scottish Water on 0800 0778 778. The helpline shows as open 24 hours a day, seven days a week. Scottish Water says it usually attends within 4 hours for an internal flood and within 24 hours for an external flood, but severe weather can change this.
If the cause is a blocked private drain, send a request and mark it urgent. The request form is open 24/7. Call your insurer too, because Scottish Water says your insurer is best placed to help.
Keep children and pets away from floodwater that may hold sewage. If water is near electrics, stay clear and ask a qualified electrician for advice, since water and power are dangerous together.
Work out whether the water comes from your drain, a public sewer or the road. That decides who you call first, because each has a different owner.
If the cause is your private drain, send an urgent request and describe how much water there is. Ask when the engineer can attend, since times vary.
Once the water is under control, the blockage or fault still needs fixing. Ask whether a non-return valve would suit your drains, because it can reduce the risk of a repeat.
Prices vary because the cause differs, not just the flood. Pumping, clearing and repairs are separate jobs, so ask which of them the quote covers.
Ask for a written quote before substantial work starts, since costs can rise in an emergency. Ask whether there is a call-out charge, and ask for a written note of the work for your insurer.
Response times vary, and nobody can promise one before they have your details. Send an urgent request and say how much water there is. Then ask the engineer for a time.
Move valuables out of the water if it is safe. Keep clear of electrics and of floodwater that may hold sewage. Do not lift a manhole cover, because the opening is a fall risk.
Many policies cover some drain damage, but cover varies. Check your policy and call your insurer. Scottish Water says your insurer is best placed to help.