Flooding Advice for Residents

What to do if you are flooded

• If you live in a flood risk area, personal safety is your top priority. You should:
  • listen to local radio and Environment Agency Floodline bulletins (0845 988 1188) for up-to-date information on the flooding situation in your area;
  • collect personal belongings, including insurance and bank details, and essential telephone numbers together, and keep them in a waterproof bag;
  • if safe to do so, move belongings from lower floors to higher levels.
  • be prepared to turn off essential supplies - gas, electricity and water - at the mains.
  • listen to the advice of the authorities and follow any instructions they give to leave a property.
  • find out where you can obtain sandbags.
• If you are affected by a flood, you should contact your insurer as soon as possible after a property has been damaged. Most insurers have a 24-hour helpline. Claims staff will be able to give advice on the actions you need to take in certain circumstances, and may be able to give you the go-ahead for repair work to be commenced.
• If you have to leave your house during the flood and subsequent repair, alternative accommodation must be reasonable and in keeping with your normal lifestyle. You should always obtain your insurer's approval before incurring any costs.
• Once the flood waters have receded you should remove mud, clean and disinfect, and dry out your property. Where possible, you should seek professional advice as to how walls, furniture and carpets should be cleaned and dried out before any work is undertaken.
• It is a good idea to take photographs of the damage. Any carpets, furniture or other goods that have been removed from your home should be retained until your insurer has agreed that they can be disposed of. If it is not possible to store or retain goods, every effort should be made to contact your insurer or their representative (loss adjuster) to obtain their agreement to the disposal of goods.
• We will also collect any freezer contents spoilt by the floods, use the contact details above.

Further details about how to deal with a flood claim are available on the ABI's website

There are up-to-date Flood Warnings and helpful guidance on dealing with flooding on the Environment Agency's website.

Flood Recovery - Insurance Advice

• Claims can be made directly and free of charge to your insurer. They are regulated by the Financial Services Authority (FSA)) and they have to handle your claim fairly;
• Free, independent advice is available face-to-face and by telephone from the Citizen's Advice Service;
• The FSA and the Association of British Insurers (ABI) are also useful places to turn to for further information on Insurance matters;
• You should think carefully before enlisting a third party's help in progressing your insurance claim;
• If you do decide to hire a third party - make sure you check how much it will cost you first as they may charge a share of any sum paid out by the insurer. You should also check that they are regulated by the FSA or are an exempt professional firm such as a law firm.

Where to go for help

National Advice

The Financial Services Authority (FSA) is an independent body that regulates the financial services industry in the UK . As well as regulating most types of financial services firms, one of their main aims is to protect customers of financial services, including insurance.

The Financial Services Consumer Contact Centre can answer general enquiries about financial products and services. They can also tell you if a firm is authorised and point you in the right direction if you don't know who to contact.

You can contact them by calling their Consumer Helpline (call rates may vary):

• 0845 606 1234
• Minicom/textphone - 0845 730 0104

Opening hours are between 8am and 6pm Monday to Friday.

The Association of British Insurers (ABI) has a useful list of questions and answers about flooding and insurance on their website.

Local Advice

Free, independent and confidential advice on financial matters such as progressing insurance claims is available from your local Citizen's Advice service . Advice is available face-to-face and by telephone.

To find your local Citizens Advice Bureau and to get details such as opening times, phone numbers, information about access to the bureau and other languages available in addition to English go to their website or phone 020 7833 2181.

Please also see on FAQ on flooding for more information