Flooding from a drain can start fast. Heavy rain, a blocked gully or a failed pipe can send water into a garden or home. Safety comes first, so keep people and pets away from the water. Do this because dirty water can carry germs.
Keep electrics away from standing water. If water is near sockets or the fuse box, ask a qualified electrician for advice. Take photos for your insurer, since they may ask for proof. Keep any receipts too.
Next, find the source if you can. A flooded gully, a backed-up manhole and a burst pipe need different fixes. When you send your request, mark it urgent and describe what you see. However, the time an engineer can attend depends on who takes the job.
Charges depend on the cause, the access and the time of day. Ask about call-out charges and the likely cost before you agree. Since costs can change on site, keep a note of what the engineer says. Ask for the quote in writing.
Keep everyone away from the water and keep electrics clear. Turn off the water supply if a pipe has burst. Then send an urgent request and describe the problem. Do this quickly, because water can spread.
Cover differs between policies, so check yours. Take photos and keep records of what happened. Your insurer can tell you what it needs. Contact them early, since some policies set time limits.
If the pipe is a public sewer, the water company looks after it. Shared drains and lateral drains also belong to the water company. However, the pipe within your boundary that serves only your home stays yours. Ask the engineer whose pipe is involved before you pay for work.
This page sits under emergency drain services, which covers the wider picture. For local details, see the pages for emergency drain services in Plymouth and emergency drain services in Torpoint, since each town has its own page. You can also read Drain Emergency: What to Do While You Wait for Help for a wider guide.