Plumber's work flooded the home with sewage: who helps?

Summary

If a plumber’s work flooded your home with sewage, who helps starts with the plumber or limited company in writing under Consumer Rights Act services rules (reasonable care and skill), then their public liability insurer if they have cover, then your own home insurer if the policy responds. Citizens Advice gives you the rights map and template letters. They will not chase the plumber or run the insurance claim for you.

Key information

• Take photos and videos; list damaged items; keep the quote and invoices. Make the property safe, but capture evidence first where you can.
• Complain in writing: what was agreed, what went wrong, losses, and remedy sought (remedial work, clean up costs, damaged goods).
• Ask whether they hold public liability insurance and how to notify it. Limited company details matter for who you name.
• Trade association conciliation only helps if they are a member.
• Citizens Advice consumer service confirms this is a CRA services claim, tells you to complain in writing before court, and points you to templates you send yourself: poor standard of a service, poor quality work, and faulty goods supplied with a service. They will not attend the property, negotiate with the plumber’s insurer, or issue court papers for you.

Practical guidance

• Plumber / company: CRA services complaint and insurer details. Use a Citizens Advice template.
• Their insurer: if they confirm public liability cover, notify with photos and loss list.
• Your home insurer: if you have cover that responds (may recover from the plumber later).
• Citizens Advice consumer service (England: 0808 223 1133): only if you need help choosing the template or next step after a refusal. Consumer service. Skip the call if you can send the poor standard of service letter with photos.
• Ask the Shaman: free door routing.
• Court (small claims): last resort if negotiation and insurance fail.

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