• Soft blockages:
  When a soft blockage (such as silt, grease, or wipes) is identified, we’ll clear it to restore full service before carrying out a CCTV survey. If the system is clear and no defects are found, no repair work will be recommended.

• Blockages outside the property boundary:
  If a blockage is located within the Local Water Authority (LWA) network, we’ll advise that the LWA are contacted to resolve it. Once they’ve attended, if issues continue, we can revisit to carry out further checks on the private system.

• Identifying system defects:
  Our CCTV surveys are designed to assess the condition of the below-ground drainage. Any visible defects, installation issues, or signs of poor workmanship are noted and reported, along with recommendations for any required work.

• Further investigations:
  In some cases, additional CCTV surveys may be required if defects are uncovered during the process. Any findings that could affect repair costs or cause disruption will be discussed and agreed before proceeding.

Access and third-party services:

• All recommended works assume clear access to the excavation site without interference from gas, electric, or other underground services.

• If any third-party services are encountered during excavation, additional costs may be incurred for specialist attendance or alterations to the planned works.

Special locations:

• If excavation is required in sensitive areas, such as a graveyard, confirmation from the relevant authority (e.g., church) will be needed before works can proceed. Certain sites may require supervision due to the potential disturbance of human remains.

Trees and vegetation:

• Pipework located near trees, shrubs, or other vegetation may require removal to access repairs.

• Some vegetation removal can be completed by Auger engineers, while larger trees may require a specialist tree surgeon. Replacement of removed vegetation is not included.

Man-made structures:

• Temporary removal or stabilization of walls, retaining structures, or other above-ground features may be necessary to facilitate repairs.

• Any additional work required to restore or stabilize structures will be reported, and associated costs may be incurred.

• Reinstatement of existing gullies may alter their aesthetic appearance. Raised surrounds or shields may not be replaced exactly as they were.

Excavation near buildings:

• Proposed external tunneling or excavation works assume no requirement for building stabilization.

• If temporary stabilization or internal excavation is later required due to unforeseen complications, this may result in additional costs.

• Investigations of foundations or wall ownership may be necessary prior to starting works. Written permission will be obtained where required.

Materials and backfill:

• Excavated material will be stored on-site. Unsuitable material will be removed, while suitable material will be reused for backfill.

• If insufficient material is available, imported Type 1 MOT will be used to ensure proper reinstatement.

Surfaces and finishes:

• Reinstatement of surfaces will attempt to match the previous patterns and colouring.

• Exact matching cannot be guaranteed, and some elements of finishing (e.g., decoration, deep cleaning) may require additional arrangements with insurers or contractors.

Other considerations:

• Radio detection may be required to confirm pipe locations. Depth, nearby services, or ground conditions may affect excavation scope and costs.

• Any recommended works may generate dust, debris, or temporary odours. Efforts will be made to leave the site tidy, but some disruption is inevitable.

Summary for customers:

• Excavation and pipe repairs can involve significant disruption, particularly near trees, structures, or sensitive locations.

• Costs, scope, and timescales may change if unforeseen issues are encountered.

• Customers should be aware that some aspects of restoration, aesthetics, and vegetation replacement may not be fully covered or guaranteed.

KEY POINTS

• Works assume clear access; extra costs may apply if underground services are encountered.

• Sensitive sites (e.g., graveyards) may require approval and supervision.

• Trees or shrubs may need removal; larger trees may require a specialist. Replacement is not included.

• Temporary removal or stabilization of walls or structures may be necessary; extra costs reported if required.

• Excavation assumes no building stabilization; unforeseen issues may increase costs.

• Excavated material will be reused where possible; imported fill used if needed.

• Surface reinstatement will attempt to match existing finishes, but exact matches cannot be guaranteed.

• Works may generate dust, debris, or temporary odours; some disruption is inevitable.

• Customer summary: Excavation can cause disruption, and costs or scope may change if unexpected issues arise.

About pipework defects:
Some sections of drainage pipework may develop defects that require repair in the future. In cases where a defect becomes significant, excavation may be required to replace the affected pipe. This can result in major disruption to the property and potentially high repair costs.

Relining and patch repairs:

• Where possible, sections of pipework may be relined or patch-relined. This involves using a resin and fibreglass process to create a new internal section within the existing pipe.

• Relining or patch repairs can improve the pipe’s condition, but cannot change the current line or level. Any existing dips or poor falls will remain, and blockages may still occur in the future.

• Relining of severe joint displacements is generally not recommended due to potential complications later.

Potential impacts and considerations:

• A strong chemical smell may be present during and for up to 72 hours after relining works. This is not harmful, but affected areas should be kept well ventilated.

• Some repairs may require removal and reinstatement of fixtures, such as a toilet pan. While care will be taken to avoid damage, if the fixture is damaged during works, replacement may be required, resulting in additional costs.

• If relining or patching is not possible, full excavation and replacement of the pipe section will be required, which may significantly increase costs and inconvenience.

Future considerations:

• If relining or patch repairs fail, excavation and replacement may still be necessary.

• Customers should be aware that relining improves the pipe’s integrity but may not resolve issues caused by poor gradients, dips, or blockages.

KEY POINTS

• Some pipe defects may need future repairs; serious issues could require excavation, causing disruption and cost.

• Relining or patching can improve pipe condition but cannot fix dips, poor gradients, or severe joint displacements.

• Relining may produce a chemical smell for up to 72 hours; areas should be ventilated.

• Repairs may involve removing/reinstating fixtures (e.g., toilet pan); replacement costs may apply if damaged.

• If relining isn’t possible or fails, excavation may still be required.

All works are based on the assumption that there is clear access to excavate, with no unforeseen obstructions such as gas or electric mains. Should such issues arise, or if third-party attendance or design alterations are required, additional costs will apply.

Where reinstatement is required, Auger will always aim to match existing surface patterns and colours as closely as possible; however, an exact match cannot be guaranteed.

We assume York stone, crazy paving, decking, or tiled surfaces can be lifted without damage. While care will be taken, Auger accepts no responsibility for damage during removal, and replacement costs will be chargeable if required. Identical replacement materials may not always be available.

Reinstatement will typically use cold lay tarmac, which may dip under heavy load over time. Hot lay tarmac can be used upon request but will incur additional cost at local supplier rates.

Where concrete, patterned, or reinforced surfaces are present, reinstatement will not exactly match the original finish. Reinforced or thick concrete may extend project duration and cost. Patterned concrete reinstatement may require a local contractor, with costs typically around £3,000 and dependent on surface condition and weathering.

In certain cases, surfaces will be temporarily reinstated to leave the area safe and tidy. Permanent reinstatement of specialist finishes (e.g. printed or coloured concrete, hot or red tarmac, stone paving, or decking) will require a specialist contractor and will incur additional charges.

KEY POINTS

• Works assume clear access; if obstructions like gas or electric mains are found, extra costs may apply.

• We aim to match existing surfaces (paving, decking, tiles, tarmac, etc.), but an exact match cannot be guaranteed.

• Some surfaces may be damaged during removal; replacement costs may apply, and identical materials may not always be available.

• Standard reinstatement uses cold lay tarmac, which may settle over time. Hot lay tarmac is available on request at additional cost.

• Specialist finishes (patterned or coloured concrete, stone paving, decking) may require a specialist contractor and incur extra charges.

• In some cases, surfaces may be temporarily reinstated to keep the area safe and tidy.

Prevent soft blockages

• Soft blockages are caused by the build-up of fat, grease, silt, wipes, and other debris inside the pipe, which prevents normal flow.

• Regular maintenance such as jetting the system will help prevent these blockages.

• Consider speaking to your insurer about home emergency policies that cover emergency unblocking if needed.

Keep cesspits under control

• Cesspits generally require more frequent emptying than alternative systems like septic tanks or treatment plants.

• Regular inspections and emptying help prevent backups or surcharges.

• For long-term convenience, you may consider upgrading to a modern treatment plant with a proper drainage field. This is a private upgrade, but it can reduce maintenance frequency and costs.

Monitor and remove scale

• Scale buildup in the pipes is a common maintenance issue.

• Periodically inspect and, if necessary, remove scale to help maintain free flow.

• Scale removal is not usually covered by insurance, so regular attention is essential.

Manage water retention and pipe dips

• Some pipes may have dips due to original installation levels, which can cause water retention.

• While repairs can reduce water retention, ongoing inspection and maintenance will be required to keep the system flowing freely.

Control root intrusion

• Roots may enter manholes or chambers and grow through walls over time.

• If roots are removed during maintenance, continue to monitor and remove any regrowth to prevent blockages.

Inspect for gradual settlement

• Pipes embedded in concrete or beneath foundations can settle over time, causing damage.

• This type of settlement is a maintenance issue, not accidental damage, so regular inspection is important.

Maintain culverts and private pipework

• Some pipework may connect to culverts or watercourses within your property.

• Under riparian ownership, it’s your responsibility to keep these sections free-flowing and serviceable, even if they are outside your primary drainage system.

Regular maintenance schedule

• Inspect the system periodically for blockages, dips, or root intrusion.

• Clear any debris and jet the system as needed to maintain flow.

• Promptly repair any damage noted during inspections to prevent further issues.

Long-term considerations

• Even after repairs, some limitations may persist due to pipe gradients or design.

• Regular monitoring, cleaning, and maintenance remain essential to keep the drainage system functioning efficiently.

KEY POINTS

• Prevent soft blockages: Regular jetting helps avoid blockages from fat, grease, silt, or wipes. Consider home emergency policies for unblocking.

• Manage cesspits: Empty frequently and inspect regularly. Upgrading to a modern treatment plant can reduce maintenance (private upgrade).

• Control scale: Inspect and remove scale periodically; not usually covered by insurance.

• Water retention & pipe dips: Some dips may retain water. Repairs can help, but ongoing inspection and maintenance are needed.

• Root intrusion: Roots may regrow through manholes. Monitor and remove regrowth to prevent blockages.

• Settlement: Pipes under concrete or foundations may settle over time. Regular inspection is required as this is a maintenance issue.

• Culverts & private pipework: You’re responsible for keeping pipes on your property, including culverts, free-flowing.

• Regular maintenance: Inspect periodically, clear debris, jet pipes, and repair any issues promptly.

• Long-term considerations: Some limitations may persist due to pipe design; consistent monitoring and maintenance are essential.

Accessing the manhole:
Some repairs may require partial removal or rebuilding of the manhole wall to access defective pipework. While we will attempt to complete repairs without removing the wall, in some cases this may be necessary. Any such requirement would be reported from site. Provisional costs for these works are included in the quotation.

Interceptor and pipework replacement:

• In some cases, the interceptor may need to be broken out and replaced with a straight section of pipework.

• Partial removal of the manhole wall may be required to complete this process.

• Temporary support of surrounding structures, such as retaining walls, may be necessary depending on foundation conditions. Any additional costs will be reported and would require customer approval.

Root management:

• Roots may be removed from the manhole during repairs; however, roots can continue to grow through the manhole walls over time.

• We recommend regular maintenance of the chamber after repairs to keep it free from roots and ensure the drainage system remains freely flowing.

Limitations and exclusions:

• Proposed works cover exposing and reburying the manhole after repairs. Raising the manhole to surface level or installing a new cover and frame is considered betterment and is not covered under the insurance policy.

• The repairs focus on restoring function and access, not altering the existing structure beyond what is necessary to complete the work.

What customers should know:

• Some aspects of the work may only become clear once repairs are underway, such as the need for temporary support for nearby walls.

• Any additional works or costs identified during repairs will be communicated promptly.

KEY POINTS

• Manhole access: Some repairs may require partial removal or rebuilding of the manhole wall to reach defective pipework. Costs are included provisionally and reported from site if needed.

• Interceptor/pipe replacement: Interceptors may need to be removed and replaced with straight pipe, which could require partial manhole wall removal.

• Temporary support: Surrounding structures (e.g., retaining walls) may need temporary support depending on foundation conditions; any extra costs will be reported and require approval.

• Root management: Roots can be removed during repairs, but may regrow. Regular maintenance of the chamber is recommended to keep drains flowing.

• Limitations: Works cover restoring function and access only. Raising manholes or installing new covers/frames is considered betterment and is not covered by insurance.

• Customer awareness: Some requirements (e.g., temporary support) may only become clear once works begin. Additional costs will be communicated promptly.

In some situations, a blockage may be located in a section of drainage that is maintained by the Local Water Authority (LWA) rather than the homeowner. This is usually the case when the issue is found outside the property boundary or within a shared or public drain.

If our investigation suggests that the blockage lies within the LWA’s responsibility, we will advise you to contact them to arrange for the issue to be resolved. Once their works are complete, if problems continue, Auger can return to complete a further survey of the private drainage system.

A soft blockage is a build-up of debris such as fat, grease, silt, or wipes within the drain that restricts normal flow. As there is no physical damage to the pipe, this type of issue is generally not covered under insurance policies. Regular maintenance, such as professional jetting, is recommended to help prevent future blockages. Customers may also wish to speak with their insurer about home emergency policies that include cover for emergency unblocking.

The removal of scale from below-ground drainage systems is also classed as routine maintenance rather than accidental damage, and therefore is not usually covered by insurance. Regular maintenance helps prevent both soft blockages and the build-up of scale over time.

Where Auger has cleared a soft blockage and restored normal service, CCTV surveys may confirm that no defects are present. In such cases, no repair works are required. Your insurer provides cover for the removal of soft blockages only to enable investigation of the drainage system.

KEY POINTS

• Some blockages may be in sections of drainage maintained by the Local Water Authority (LWA), usually outside your property boundary or in shared/public drains. If this is the case, we will advise you to contact the LWA to resolve the issue. Once their work is done, we can return to survey your private drainage if needed.

• Soft blockages are caused by debris like fat, grease, silt, or wipes that restrict flow. Since the pipe is not physically damaged, these blockages are generally not covered by insurance. Regular maintenance, such as professional jetting, is recommended to prevent future issues.

• Scale buildup in drainage is also considered routine maintenance and is not usually covered by insurance. Regular upkeep helps prevent both soft blockages and scale accumulation.

• If Auger clears a soft blockage and CCTV surveys show no defects, no further repairs are required. Insurance cover for soft blockages is usually limited to allowing investigation of the drainage system.

In some situations, a blockage may be located in a section of drainage that is maintained by the Local Water Authority (LWA) rather than the homeowner. This is usually the case when the issue is found outside the property boundary or within a shared or public drain.

If our investigation suggests that the blockage lies within the LWA’s responsibility, we will advise you to contact them to arrange for the issue to be resolved. Once their works are complete, if problems continue, Auger can return to complete a further survey of the private drainage system.

If a blockage cannot be cleared using standard methods, it’s important to note that these situations are not usually covered by insurance, as unknown or naturally occurring blockages are not classed as accidental damage. In these cases, private maintenance work such as jetting may be required to remove any debris and restore normal flow.

If jetting does not fully resolve the problem, it may be necessary to excavate and replace affected sections of pipework. Any such work would be discussed and quoted before proceeding.

Once any repairs have been carried out, regular drainage maintenance and inspection is recommended to help prevent future blockages and identify any early signs of deterioration.

KEY POINTS

• Some blockages may be in drains maintained by the Local Water Authority (LWA), typically outside your property or in shared/public drains. If this is the case, we will advise you to contact the LWA to resolve the issue. After their work, we can return to survey your private drainage if needed.

• Blockages that cannot be cleared using standard methods are usually not covered by insurance, as naturally occurring or unknown blockages are not considered accidental damage. Private maintenance, such as jetting, may be needed to restore normal flow.

• If jetting does not fully resolve the issue, it may be necessary to excavate and replace affected pipe sections. Any such work will be discussed and quoted before proceeding.

• Once repairs are complete, regular maintenance and inspection is recommended to prevent future blockages and identify early signs of deterioration.

Interceptor traps were originally installed to stop foul smells from the sewer entering a property. However, it is now widely accepted that these traps can cause frequent blockages within drainage systems. For this reason, most modern contractors and Water and Sewerage Companies, including Auger, remove the interceptor trap and replace it with a straight section of pipe to improve flow and prevent future blockages.

In some cases, removing the trap can make existing internal plumbing issues more noticeable. This may cause smells inside the property, which are usually linked to defective internal traps, seals, or above-ground pipework. As these issues are unrelated to the external drainage repair, they are not covered by your insurance policy, and Auger is unable to accept responsibility if odours appear after the work is completed.

If this occurs, we recommend arranging for a qualified plumber to inspect your internal system, check traps and seals, and if needed, carry out a smoke test to identify any air leaks or faults.

It’s also worth noting that if your property’s drains are relined or patch repaired, the materials used in the process release a temporary chemical smell. This is normal and harmless, but the odour can linger for up to 72 hours after the work is completed. We recommend keeping affected areas well ventilated until the smell naturally clears.

If you have any concerns about potential odours following works, please discuss this with your Auger Account Manager before repairs begin.

KEY POINTS

• Interceptor traps were originally fitted to prevent foul sewer smells entering a property. However, they can cause frequent blockages, so modern practice is to remove the trap and replace it with a straight pipe to improve flow.

• Removing the trap may reveal internal plumbing issues, such as faulty traps, seals, or above-ground pipes. Any smells from these issues are not covered by insurance, and Auger cannot accept responsibility.

• If odours appear, we recommend contacting a qualified plumber to inspect traps, seals, and pipework, and carry out tests if needed.

• Relining or patch repairs can produce a temporary chemical smell. This is normal and harmless, but may linger up to 72 hours. Keep areas well ventilated until the odour clears.

• If you are concerned about potential odours, please discuss with your Auger Account Manager before any repairs begin.

Drainage systems can become damaged for different reasons, and understanding the cause helps determine whether the issue is considered accidental damage or a result of installation or wear & tear.

If damage such as displaced or open joints is found, this is often caused by ground movement putting external pressure on the pipe. As this type of movement is sudden and unforeseen, it is generally regarded as accidental damage, meaning it may be covered under your insurance policy.

However, if cement or mortar is found intruding into the joints of the pipework, this is typically a result of installation issues — where materials entered the pipe and set when it was first laid. Because this is not a sudden or accidental event, it is not considered accidental damage, and therefore is unlikely to be covered by insurance.

In cases where there is a severe joint displacement, relining the pipe is usually not recommended, as this can lead to further complications in the future. Alternative repair methods would be advised to ensure a long-term solution.

KEY POINTS

• Drainage systems can be damaged for different reasons. Knowing the cause helps determine whether the issue may be covered by insurance.

• Accidental damage occurs when external forces, like sudden ground movement, displace or open pipe joints. This type of damage may be covered under your policy.

• Installation or wear & tear issues, such as cement or mortar inside pipe joints, are not sudden or accidental, and are not usually covered by insurance.

• For severe joint displacement, relining the pipe is often not recommended, as it may cause future complications. Alternative repair methods are usually advised for a long-term solution.

Cracks or fractures in drainage pipes can occur for a number of reasons. In most cases, minor cracks, displacements, or slight loss of level develop gradually over time due to wear and tear or natural ground movement. These types of defects are not the result of a sudden event and are considered normal deterioration. In these instances, the drains remain serviceable, free-flowing, and in working order, and such gradual damage is generally not covered under standard insurance policies.

When cracks would be covered:
Damage may be considered accidental if it results from a sudden and identifiable external force. For example, if ground movement applies enough force to the pipe material to cause fractures or cracking in a single event, this type of damage is considered sudden and unexpected, and may be covered under policy terms.

Key points:

• Minor cracks and displacements caused gradually over time = not covered.

• Sudden fractures caused by a significant external force (e.g., ground movement leading to immediate cracking) = may be covered.

• Any covered damage must affect the function of the drain or be sudden in nature to qualify as accidental damage under the policy.

About Damp and DPMs:
Damp can occur in properties when water enters walls or floors, sometimes due to the position or condition of a Damp Proof Membrane (DPM). Building guidelines recommend that DPMs be installed at least three brick courses (approximately 150mm) above ground level to reduce the risk of rainwater or surface water splashing onto walls. If the DPM is lower than this, it may contribute to damp issues.

What about the drainage system?

• Below-ground drainage may sometimes be suspected as a source of water ingress. If pipes are free-flowing and serviceable, and no water is escaping, the drainage system is unlikely to be the primary cause of damp.

• Accidental damage to drainage pipes (sudden, identifiable events) could be covered under insurance, but gradual defects or wear and tear are generally not covered.

When might repairs be covered?

• If water is escaping from the drainage system into the surrounding ground, this may fall under an escape of water claim. Contact your insurer if this is suspected.

• Sudden, accidental damage to drainage pipes may also be covered, but minor wear or gradual deterioration typically is not covered.

Recommended next steps:

• Consider contacting a qualified damp specialist to investigate persistent damp. The Property Care Association (www.property-care.org) can help locate specialists in your area.

• If drainage repairs are required in the future, you may also need sanitisation of affected areas. This is outside Auger’s scope and would require a specialist.

• For defects in third-party assets, such as Local Water Authority infrastructure, notify the relevant asset owner, as we cannot repair or inspect these assets without their approval.

Important notes:

• Determining the exact cause of damp or water ingress can be complex, often requiring elimination of multiple possibilities including DPM/DPC defects, drainage issues, or above-ground leaks.

• Even if future drainage repairs are carried out, this may not resolve damp issues if the underlying cause is related to DPM or DPC deficiencies.

KEY POINTS

• DPM positioning: Damp can occur if the Damp Proof Membrane (DPM) is too low. Building guidelines recommend at least 150mm above ground to prevent water splash.

• Drainage system: If pipes are free-flowing and serviceable, the drainage system is unlikely the main cause of damp. Accidental, sudden damage may be covered by insurance, but gradual wear and tear usually isn’t.

• When repairs may be covered: Water escaping from drainage into the ground may fall under an escape of water claim. Sudden, accidental pipe damage may also be covered.

• Next steps: Contact a qualified damp specialist for persistent issues. The Property Care Association (www.property-care.org) can help locate specialists. Sanitisation of affected areas may also be needed and requires a specialist.

• Third-party assets: For defects in Local Water Authority (LWA) infrastructure, notify the relevant authority—Auger cannot inspect or repair without approval.

• Important note: Determining the exact cause of damp can be complex. Even after drainage repairs, issues may persist if related to DPM or DPC defects.

• When issues may involve shared or off-boundary pipework:
  If we believe a problem could be linked to drainage beyond the property boundary, we’ll advise the customer to contact the Local Water Authority (LWA) to investigate any shared or public sections of pipework.

• LWA investigations:
  The LWA will assess their network to identify whether any defects or blockages are present. Their findings help determine whether the issue lies within private pipework or the shared system.

• When LWA defects are identified:
  If the LWA confirms defects or blockages in their section, they will be responsible for carrying out the necessary repairs. Once their work is complete, if problems persist, we can revisit to confirm that the private system is operating correctly.

• When no LWA defects are found:
  If the LWA investigation finds no issues in their network, we’ll continue to focus on the private drainage to identify any alternative causes.

• Support and next steps:
  If the LWA declines responsibility for any section of pipework, customers can contact Auger for further advice or assistance in reviewing the next steps.

• Addressing entry points:
  As part of our work, we’ll seal or repair any potential entry points within the below-ground drainage system to help prevent vermin access.

• Insurance cover:
  Vermin activity is not considered an insurable defect under standard policy terms, so it cannot be addressed as part of this drainage claim.

• Important note:
  While sealing drainage entry points helps reduce the risk of vermin entering through the system, it does not guarantee full removal of vermin activity at the property.

• Next steps:
  If the issue continues, we recommend contacting a qualified pest control specialist to investigate and treat any alternative entry routes.

• About internal smells:
  Your drainage system is designed to prevent internal venting. If foul smells occur inside the property, they are usually caused by defective traps, seals, or faults in the above-ground pipework rather than the below-ground system.

• Next steps:
  We recommend arranging for a qualified plumber to inspect the internal traps and seals. If needed, they can carry out a smoke test to check the airtightness of the above-ground system and identify any leaks.

• Our responsibility:
  Auger specialise in below-ground drainage only. We are not responsible for any alterations or modifications to above-ground drainage following the removal and reinstatement of a gully.

• Customer maintenance:
  Please ensure that all above-ground drainage correctly discharges into the gully pot. Avoid connecting multiple downpipes into one gully, as this can cause overflowing and odour issues.