Skip to content

Our Customer Service opening hours have changed. Opening hours are now 8.45am - 4.45pm, Monday to Friday. The Payment Centre hours are 9am - 4.15pm, with credit/debit card payments only between 1pm and 2pm. 

Live chat: If you cannot find what you're looking for, or need help completing an online form, our Customer Service Officers are available on live chat between 9.00am - 4.45pm Monday to Friday. Live chat 

Emergencies

Flooding

Advice on how to protect yourself from flooding and what action to take if flooding occurs. The information on this page is in regard to flooding as a result of heavy rainfall causing a rising water level that bursts river banks or similar issues on flood plains.

If you are looking to report an issue of flooding on a local road due to blocked drainage, please visit: Report a road, drainage or pavement fault.

The Scottish Environment Protection Agency (SEPA) specialises in flooding and their website is a valuable source of information.

We also recommend the following advice.

How do I prepare for flooding?

Find out whether your house/area is liable to flooding - check with neighbours, or at the local library, or visit the Scottish Environment Protection Agency (SEPA) website and enter your postcode to see a map showing the flood risk to your area.

Check with your insurance company that you have adequate cover. They will also provide you with advice on reducing flood damage.

Keep a list of useful numbers (local council, emergency services, insurance company and so on) somewhere you'll find them easily.

Find out where and how to turn off your gas and electricity now. Don't leave it until it's too late. If you are having difficulty ask the person who checks your meter next time they call, or ask your neighbours. Mark the tap or switch with a sticker to remind you.

Have emergency provisions ready and put them upstairs if you can.

Check and keep outside drains clear to let surface water escape and if possible, direct water flow away from property.

Do not assume everybody in the house knows what to do. Write a family flood plan and practice it.


Flood warnings

Check with the Floodline Service on 08459 88 11 88 for localised information and advice.

If the risk of flooding increases:

  • Watch what's happening. Keep an eye on the weather, and on what other people are doing.
  • Alert your neighbours, especially any vulnerable ones.
  • Move pets to a place of safety.
  • Take your thermos and food upstairs if you can.
  • Check on your neighbours.

Ensure gas, electricity and water supplies are switched off.


Family flood plan

Write your plan so that the following questions are all answered in it.

  • Do you all understand the Flood Warning system for your area?
  • Do you all know how to find out more?
  • Do you all know how to contact each other?
  • Do you all know where the 'Flood Box' is?
  • Do you all know how to turn off the gas and electricity?
  • Do you all know who in the neighbourhood may need your help?
  • Do you all know where you would be evacuated to? And
  • Do your neighbours know your plan?

Make sure the plan outlines the actions you should take to safeguard yourselves and your property:

  • practice the plan before you need to use it, in other words, now!
  • keep the plan safe, but easy to find by all of you.

What do I do during a flooding incident?

Also, you should:

  • Co-operate with emergency services and local authorities - you may be evacuated to a rest centre.
  • Do not leave your home unless you have to.
  • Keep alert. Things can change very quickly. Keep an eye on the weather and listen for more information on the radio. If you hear advice or instructions, do exactly what they tell you. Make sure your neighbours know what's going on.
  • Don't walk on sea defences, riverbanks or cross river bridges if possible - they may collapse in extreme situations or you may be swept off by large waves. Beware of stones and pebbles being thrown up by waves.
  • If you are trapped by flooding stay by a window and try to attract attention.
  • If you are evacuated remember medication and essential supplies. You may be away for some time!
  • Do not switch on gas and/or electricity supplies until they have been inspected.
  • Do not use food which has been in contact with flood water.

What do I do after a flooding incident?

  • Safely throw away food which has been in contact with flood water - it could be contaminated. Contact your local authority Environmental Health department for advice.
  • Open doors and windows to ventilate your home.
  • Call your insurance company's (24 hour) Emergency Helpline as soon as possible. They will be able to provide information on dealing with your claim, and assist in getting things back to normal.
  • Keep a record of the flood damage (especially photographs or video footage), make notes of all phone calls to insurers and what was said, and retain correspondence with insurers after the flood.
  • Commission immediate emergency pumping/repair work, if necessary, to protect your property from further damage. Check with your insurance company beforehand that you can do this.
  • Get advice where detailed, lengthy repairs are needed. Your insurer or loss adjuster can give advice on reputable contractors / tradesmen. Beware of bogus tradesmen and always check references.
  • Check with your insurer if you have to move into alternative accommodation as the cost is normally covered under a household policy, and make sure your insurance company knows where to contact you if you have to move out of your home.

Cleaning up

  • Find out where you can get help to clean up. In the first instance look under 'Flood Damage' in Yellow Pages for suppliers of cleaning materials or equipment to dry out your property. It takes a house brick about one month per inch to dry out.
  • Don't attempt to dry out photos or papers - place them in a plastic bag, and if possible store them in the fridge.
  • Don't think it can't happen again. Restock your supplies!

Remember these are extra measures you should take in addition to those listed on the Scottish Environment Protection Agency (SEPA) website and in their booklets.


Insurance for homes at risk of flooding

Flood Re is a national scheme established to help provide better access to affordable home insurance for those living in areas of high flood risk across the UK.

It represents a long-term, sustainable approach to providing home insurance for those at flood risk, giving people an opportunity to shop around for the best policy.

More details on the scheme and how it works can be found in Flood Re's leaflet:

Further details, including a list of participating insurers, can be found on the organisation's website:


Feedback on this page

Was this page helpful?

Please use the official complaints channel if your comment is about service provision:

Complaints, feedback and having your say





(Include if you would like a response to your feedback)