What you actually get, and what happens when you need us

What does the customer receive regardless of a fault?

Your plan includes a scheduled annual inspection of the drainage system at the service address, carried out during staffed working hours. The visit covers a CCTV survey of accessible drains and the clearing of minor blockages identified during the inspection. A written service report is provided to you after each visit, recording what was checked and any work carried out — as evidence that the scheduled service was delivered.

The scheduled or preventive maintenance/inspection actually included, with timing and evidence of delivery.

What happens when a drainage issue occurs?

You can contact our team 24/7 on our emergency line to report a drainage issue. During staffed hours we triage the report, confirm your address is in a service area, and allocate an engineer or approved subcontractor. We give you an indicative attendance window at the point of booking, based on your location and the nature of the issue; we do not promise a single fixed response time for every postcode. Before any work begins beyond the services included in your plan, we explain the scope and seek your authorisation.

Contact route, triage, allocation process, expected response window for the genuine service area, work-authorisation flow and customer communication.

What is included and excluded?

Up to £1,000 maximum repair value per claim

Inclusions: Drainage call-outs and repairs at the service address; CCTV survey with each call-out; Drain cleaning and blockage removal; Manholes, gully pots, stack pipes, kitchen waste, foul and storm drains. Exclusions: Pre-existing faults known before the contract start date; Shared or communal drainage systems; Damage caused by negligence or misuse; Structural repairs unrelated to drainage; Surface water issues caused by adverse weather.

What is the customer's payment obligation?

Recurring price £200.00 per year. One-time fee £0. First collection: CONTENT REQUIRED — DO NOT PUBLISH. Advance notice: CONTENT REQUIRED — DO NOT PUBLISH. Cancellation: 14-day cooling-off period from the start date for a full refund. After cooling-off you may cancel with no penalty; annual cover continues until the end of the paid year..

Setup fee, recurring price, frequency, first collection rule, advance notice, missed-payment effects, cancellation and refund process.

Who provides the service?

Service is delivered by Drainage Protection Line Ltd's own engineers and, where a property falls outside our direct coverage, by approved subcontractors working to our service standards. We are a drainage maintenance service provider; we do not operate an in-house nationwide fleet. The actual delivery method for your address is confirmed during plan set-up.

Accurate description of employees, approved subcontractors or a network — not an implied in-house nationwide fleet unless that is the case.

For billing, cancellation and duplicate-payment queries, contact our team during staffed hours.