Frequently asked questions

Surface water drainage refers to the removal of rainwater that falls on your roof, driveway, and other hard surfaces around your property. This rainwater typically flows into the public drainage system, which needs to be maintained to prevent flooding and ensure proper water management. Water companies charge for this service as part of your water bill.

For many businesses, the charge for surface water drainage is a small but noticeable part of their annual water bill. It varies depending on the water company and the size of the property, but it’s often included as a blanket charge, even if customers are unaware of what they’re paying for. In some cases, customers who manage rainwater themselves—through water butts, soakaways, or other sustainable drainage solutions—might still be paying for services they don’t use.

The drainage of rainwater isn’t free. Water companies must maintain and manage complex drainage systems to handle heavy rainfall, especially in areas prone to flooding. These systems include underground pipes, treatment facilities, and storm drains. The fee you pay contributes to the upkeep and development of these systems to ensure they function effectively year-round.

When you pay your water bill, you probably assume you’re covering the costs of water supply and sewage services. However, there’s a hidden cost that many customers aren’t aware of; surface water drainage. This charge, often buried in your water bill, is a fee for draining rainwater from your property into the public sewer system—and it can add up.

Many customers are unaware that they’re paying for rainwater removal, which highlights a broader issue of transparency in water billing. It’s important to raise awareness about surface water drainage charges, ensuring that customers know what they are paying for and have options to reduce their costs if they aren’t using the public drainage network.

By understanding the true costs of water management, consumers can make informed decisions, potentially save money, and contribute to a more sustainable and efficient water system.

There’s no difference in meaning between the two terms—they refer to the same type of drainage. “Surface Water Drainage” is commonly used in England, while “Property Drainage” is the term used in Scotland.

Water companies assume every business is connected to their systems and generally don’t verify the accuracy of these charges. It’s up to the customer to review and dispute any incorrect charges if they have evidence of an error.

Yes, you can contact your water company to pursue this, but the process is complex. There are three parties involved: 1) You (the Client), 2) the Retailer, and 3) the Wholesaler. The Wholesaler investigates and decides on the case, but you must submit it through the Retailer, as direct communication with the Wholesaler isn’t allowed.

The Retailer handles only administration and billing, acting as a middleman without representing you. You will need to build your case fully, including conducting a site investigation and providing detailed written and photographic evidence. This must be supported by professional site maps and drainage plans from an architect. Even then, initial rejection by the Wholesaler is common, and without industry expertise, the process can be lengthy and frustrating.

Our fee is contingency-based, which means you only pay if we successfully reduce or cancel your charges. This fee covers:

• A complete audit of all drainage charges
• Inspections and tests by expert engineers, using specialized equipment
• Full management of the claim, including regular progress updates
• Over 35 years of industry knowledge and expertise in water sector regulations

We handle all communication with the water company and any on-site meetings. You’ll only need to get involved if there’s a credit or refund to be applied to your account.

Visit our what we do page to look at our full hands-on process

A water retailer is the company you interact with for billing and customer service; they handle your inquiries and are your main point of contact with the water wholesaler.

A water wholesaler, on the other hand, owns and maintains the drainage infrastructure and supplies the water. They are responsible for investigating charges and deciding whether to approve or decline any claims.

No, this won’t impact your relationship with your water retailer. Since the charges were initially incorrect, it’s within your rights as a customer to dispute them if you have evidence of an error.