# The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 2025, Regulation 11: Amendment of regulation 17H


(1) Regulation 17H (flooding from sewers - internal flooding of buildings) is amended as follows.
(2) For paragraphs (1) and (2) substitute—
“(1) Effluent from an EW sewer must not enter a customer’s building.
(2) Subject to paragraph (5), if effluent from an EW sewer enters a customer’s building (other than a non-domestic outbuilding) (an “incident of entry”)—
(a) the English service provider must pay the customer, in respect of each incident of entry, the lesser of—
(i) the sewerage charge amount; and
(ii) the maximum payment amount; and
(b) the English wholesaler must pay the English service provider in accordance with regulation 17K.
(2A) The sewerage charge amount is the greater of—
(a) a sum equal to the sewerage charges payable by the customer to the English wholesaler for the period of 12 months beginning with the entry date for the incident; and
(b) the minimum payment amount.
(2B) For the purposes of paragraph (2A)(b), the minimum payment amount is—
(a) £300; or
(b) if the incident of entry occurs within the relevant period of a previous incident of entry, the sum of £300 + (£100 × IN).
(2C) The maximum payment amount is—
(a) £2,000; or
(b) if the incident of entry occurs within the relevant period of a previous incident of entry, the sum of £2,000 + (£500 × IN).
(2D) For the purposes of paragraphs (2B) and (2C)—
(a) an incident of entry (the “new incident”) occurs within the relevant period of a previous incident of entry (the “old incident”) if the entry date for the new incident occurs during the period of 12 months beginning with the end date for the old incident;
(b) “IN”, in relation to a customer, means the total number of incidents of entry occurring in the period of 12 months mentioned in sub-paragraph (a) in respect of which the English service provider has already made a payment to the customer under this regulation;
(2E) For the purposes of paragraph (2D), it does not matter whether the old incident occurs before, on or after 2nd July 2025.
(2F) For the purposes of paragraphs (2A) to (2E)—
(a) the “entry date” for an incident of entry is the day on which the effluent enters the building;
(b) the “end date” for such an incident is the day on which effluent stops entering the particular building as a result of the incident (whether or not any effluent remains in the building).”.
(3) Omit paragraphs (3) and (4).
(4) In paragraph (5)—
(a) in the words before sub-paragraph (a), omit “or (3)”;
(b) in sub-paragraph (a), for paragraph (i) substitute—
“(i) an abnormal or unforeseeable event, including a natural event, outside the control of the English wholesaler, the consequences of which could not have been avoided by the exercise of all due care by the English wholesaler;”.

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Source: https://www.legislation.gov.uk/uksi/2025/662/regulation/11 (the official version)
Page: https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-amendment-regulations-2025/regulation-11
Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives.