Flooding Frequently Asked Questions (FAQs)
SEPA’s Floodline Service
Signing up to the Floodline direct warning service
Be flood aware
Be flood prepared
Dealing with a flood
Insurance
SEPA’s Floodline Service
Q: What is Floodline?
A: Floodline is an automated telephone and website service operated 24 hours a day, seven days a week which anyone can access by calling 0845 988 1188 or visiting www.sepa.org.uk/floodingupdates. Floodline is your live source of river and coastal flooding information. You can use this service to find out if your area is likely to flood and get advice on what you should do to take action to protect your home and belongings. You can also speak to an advisor if you have a specific query.
You can now sign up to receive free flood messages direct to your mobile phone or landline. If flooding is predicted for your area you will be sent a message to notify you of this, it will direct you to the Floodline help number to get further advice on what action you should take. You will receive these messages free of charge and they could be sent at any time of the day.
Q: How can Floodline help me?
A: Floodline provides vital information so you can take action to protect yourself and your home from flood damage. Although your property may not flood, roads and transport networks in your area could be affected restricting your ability to get to your workplace or nearby facilities.
Q: How do I access Floodline?
A: You can access Floodline 24 hours a day by calling 0845 988 1188, calls charged at local rate. Or you can visit the SEPA website for live flood updates at www.sepa.org.uk/floodingupdates
Q: What messages does Floodline send?
A: Floodline sends flood warning messages to allow people to take action to limit flood damage. A general Flood Alert can be given for an area if hydrologists are concerned that river, tidal or weather conditions are indicating flooding is possible. In certain areas particularly prone to flooding, there may be local flood warning schemes, where more detailed Flood Warnings & Severe Flood Warnings, can be given. To find out more on that these mean and what action you should take visit know your flood warning symbols.
Q: What is a flood warning area?
A: A Flood Warning area means an area where SEPA operates a formal flood monitoring scheme with the available technology to issue targeted Flood Warning messages for properties located in this area. The boundaries of these areas have been set to include any properties which may be impacted by the effects of river or coastal flooding.
This impact could be that access routes are cut off or dangerous flood waters may be present. The inclusion of any property within a flood warning area does not specifically imply that the individual property is at risk of flooding, but helps to identify the area at risk.
You can find out more on what the Flood Alert and Flood Warning messages mean here and what action you should take when one is issued.
Q: How does SEPA predict flooding?
A: Our flood forecasts are based on up-to-date river and coastal monitoring – a system that predicts both the likelihood and the timing of floods.
This system is kept updated by our team of Flood Warning Duty Officers, based at SEPA offices across the country, who are on call 24 hours a day. These officers are experienced hydrologists who use weather forecasts, rainfall data, river level data and tidal forecasts to predict the likelihood of flooding.
There has been significant investment in the technology behind SEPA’s river forecasting and weather monitoring techniques and, in some areas, our forecasts can even predict the time of floods occurring at a street by street level. However, the nature of flooding means you should regularly check both Floodline and the weather reports in case of any sudden changes
Signing up to the Floodline direct warning service
Q: What is the new service and why should I sign up?
A: The new SEPA Floodline direct warning service is an extension to the existing Floodline service, which enables members of the public to sign up to receive free flood messages direct to their registered mobile phone or landline.
Flood warning messages are published on our website and through the Floodline recorded telephone service when flooding is predicted in local areas. Registered customers will also receive the messages direct to their phone, encouraging them to go to Floodline for more detailed information to protect themselves and their property. Only those who sign up will receive advance warning messages directly to their phone; so they don’t have to rely on weather and news reports to find out if flooding has been forecast.
Advance warning provides crucial time to take action to prepare yourself and your property for flooding.
Q: What messages will I receive from Floodline if I sign up?
A: Floodline will send you a text or recorded voice message to your chosen landline or mobile phone number when flooding has been forecast for your area; the message will encourage you to go to the Floodline website or recorded telephone service for more detailed information.
Flood Warnings are issued 3-6 hours in advance of potential flooding. However it is not always possible to give this much notice for areas prone to rapid flooding or when water levels have escalated quicker than expected.
In areas where we do not operate a formal flood monitoring scheme, SEPA and the Met Office examine weather forecast and other available information closely and SEPA will issue a Flood Alert.
Flood Alerts are issued for areas which are not covered by a formal flood warning scheme, these are based on Met Office weather forecasts and cover a wider geographical area usually representing local authority area boundaries. You can find more information on the Floodline service and the terms and conditions of the service from the SEPA website.
Q: Can I sign up to receive warnings for more than one property address?
A: Yes, if you know the postcode for each property, information will be sent to your correspondence address. You will receive a flood warning message for each registered property to the same contact number/s. If you want to register individual contact details for each property then separate registration accounts will be created.
Q: What is a Priority number and why is Priority 1 so important?
A: The Floodline service will try to issue flood warning messages to your Priority 1 telephone number, you must have access to this number day and night as it will be the first number that Floodline will try to contact you on. If you do not answer the phone or the messages cannot be delivered the system will try your choice of additional numbers in order of priority, up to a maximum of 3 times. An answering phone service may be treated as a delivered message.
You can provide up to 3 landline or mobile numbers to receive voice messages, plus up to 3 mobile numbers to receive SMS messages, giving you a total of 6 possible registered numbers.
Q: Should I sign up for Flood Alerts or Flood warnings?
A: When you register Floodline will check your address to see if you can receive a targeted flood warning for your local area; if your property is within a Warning area, you can also choose to receive additional Alert messages for the wider area.
If your property is not within a warning target area you will automatically be registered for the more general Flood Alert area. Please be aware that Flood Alerts are issued for larger geographical areas, usually representing Local Authority boundaries and therefore might not be relevant for all properties.
Q: Can I register for a property which isn’t my own – for example my workplace or school?
A: It is possible to register an interest in a property or location within a town / city or an area of land. If you have the postcode for the area a Floodline call centre agent can check to see what warning service is available.
Q: If I provide an email address will you send flood warnings via email?
A: Unfortunately the Floodline service cannot send flood warning messages by email, as it is not deemed to be an urgent means of communication. Flood warning messages will only be sent by SMS or recorded voice messages.
However, if you provide an email address this will be used to set up an online account for you, you will also receive annual account reminders via email to ensure that your details are kept up-to-date. If you do not provide an email address, the annual reminder will be sent through the post. * (Multiple registrations for the same email address are not possible)
Q: What should I do when I receive a message from Floodline?
A: Whenever you receive a flood notification message, you should call Floodline on 0845 988 1188. If you call from your registered telephone number, you should be taken directly to the detailed information for your area. If calling from an unregistered phone, simply enter your quick dial code(s) listed to access the specific information for your area. Alternatively, you can visit www.sepa.org.uk/floodupdates to view the information.
Be flood aware
Q: What causes flooding?
A: Flooding is caused when the river catchment (the area of land that feeds water into the river) receives greater than normal amounts of water, this can happen when it rains heavily or snow melts. The river cannot cope with this extra water, causing the level of water in the river to rise and a flood to take place.
Q: What is a flood plain?
A: A floodplain is the lowland next to a river, loch or sea.
Q: What about drains and sewers?
A: Drains and sewers overflowing is a serious problem, SEPA can predict flooding from rivers and the sea, but we cannot predict this sort of flooding. If you come across flooded areas due to an overloaded drain you should contact Scottish Water 
which is responsible for drainage and the water network.
Q: Can you predict coastal flooding?
A: SEPA provides a coastal flood alert service for nine broad coastal areas of Scotland. We also issue warnings in the Firth of Clyde area, which is covered by a local flood warning scheme. You can find more information on this from here.
Q: When are high tides?
A: SEPA does not issue tide times. Tide times vary around the coast but are entirely predictable. They are affected by the position of the moon, earth and sun.
Every day there are two high and two low tides. At different times of the month the time and height will be different. Tide tables showing the time and level of high and low tides are published and are available in bookshops and on several websites.
Sea levels are also affected by meteorological conditions such as air pressure and winds which cause ‘surges’ that can affect the predicted tide levels significantly. If a surge pushes water towards the land and coincides with a high tide then flooding can be worsened or may occur even though the predicted tide level was below danger levels.
Q:How do I know if my property is at risk of flooding?
A: SEPA has an online flood map that indicates the risk to land by rivers and the sea. Our flood map can be accessed here. You can also look into historical information which may be available at local libraries or council offices. The Floodline service can give you further information on whether your property is located in an area at risk of flooding
Be flood prepared
Q: What do the flood symbols actually mean?
A: SEPA issues flood warnings by using a set of three easily-recognisable symbols. All flood warnings are serious, and appropriate steps should be taken if a warning is issued. You can find out what the symbols mean here.
Q: Who is responsible for flood defences?
A: Your local council is responsible for the construction and maintenance of any flood defences in your area. If you would like to know what flood defences there are in your local area contact your local authority directly.
Q: Who is responsible for sewers and drains?
A: Drains and sewers overflowing is a serious problem, SEPA can predict flooding from rivers and the sea, but we cannot predict this sort of flooding. If you come across flooded areas due to an overloaded drain you should contact Scottish Water who are responsible for drainage and the water network.
Q: Who is responsible for flood warnings?
A: The Scottish Environment Protection Agency (SEPA) is the flood warning authority of Scotland with responsibility for warning and informing the public on the risk of flooding. SEPA operate flood warning services in partnership with Scottish local authorities and the police. This includes Floodline, a 24 hour, recorded messaging service which gives live warning and alert information specific to geographical areas of Scotland at risk of flooding. You can access more information on Floodline here.
Q: Where can I find flood protection products?
A: You can find information on flood protection products here.
Dealing with a flood
Q: Who will help me if my area/house floods?
A: If your area floods, emergency services will work together to ensure people are safe and moved from the affected area.
Q: Where can I get sandbags from?
A: Sandbags are provided by some local authorities, but they do not have a duty to supply these and supplies could be limited during a flooding incident. You can also purchase these from DIY stores or make some yourself using pillowcases, carrier bags or even tights filled with sand or earth. You should lay sandbags in an effective way to prevent water accessing your property as much as possible. They should be positioned in a pyramid formation.
Q: Where can I get further advice and support?
A: The Scottish Flood Forum offers independent advice to communities who have been affected from flooding. You can find out more information on them from the website
Q: Where should I go if my house is flooded?
A: Your local authority may have set up a temporary shelter for people to move to.
Insurance
The information contained below is intended to be a consolidation of various issues and questions about insurance which have been raised by the public in a number of situations through a variety of channels.
Q: I’m in a flood area – are insurers going to refuse to offer me flood insurance cover?
A: Insurance companies that are members of the Association of British Insurers (ABI) have a commitment to provide insurance for properties in flood warning areas. The Scottish Government and the ABI have issued a joint statement to this effect:
Until 30 June 2013 ABI members commit to: ‘Continue to make flood insurance for domestic properties and small businesses available as a feature of standard household and small business policies if the flood risk is not significant (this is generally defined as no worse than a 1.3% or 1 in 75 annual probability of flooding).
Continue to offer flood cover to existing domestic property and small business customers at significant flood risk, providing the local authority has announced plans and notified the ABI of its intention to reduce the risk for those customers below significant within five years. The commitment to offer cover will extend to the new owner of any applicable property subject to satisfactory information about the new owner.’
Q: What will happen after June 2013?
A: The Scottish Government and the ABI are committed to ensuring that flood insurance remains as affordable and widely-available as possible. It is anticipated that by this time, the provision of affordable flood insurance will have become a matter of course.
Q: My insurer is refusing to renew the flood coverage part of my policy
A: Under their obligations as members of the ABI, an insurer cannot do this.
Q: Insurance premiums will go up when SEPA identifies me as living in a flood risk area
A: SEPA’s flood maps should have no influence on insurance premiums. The current licence under which interested parties, such as insurance companies, are able to gain access to the flood map does not allow them to use it for commercial purposes (e.g. to adjust their premiums). Some insurance companies already possess their own flood map which they use to assess flood risk in the UK.
Q: My policy excess has increased significantly after being flooded – what can I do?
A: It is worth shopping around for quotes. If you can demonstrate that you have taken steps to minimise potential flood damage (for example by installing flood protection products) then insurers may take this into consideration when calculating risk.
Q: Is flood damage covered by buildings or contents insurance?
A: Both types of insurance will offer cover in the event of flood damage. Some insurers offer stand-alone flood insurance policies covering both the structure of the building and its contents. Please check the details of your policy for any exclusions.
Q: My insurer has asked for a flood risk report – can SEPA provide this?
A: SEPA does not issue flood risk reports for properties. This is different from England and Wales, where our equivalent body (the Environment Agency) does issue flood risk reports.
Q: I’ve been flooded – how do I make a claim?
A: Call your insurer’s 24-hour claim line as soon as possible. Your insurer will discuss your requirements for alternative accommodation and ask questions about the extent of the damage. Keep your own photographic records of the damage.
Q: I’m not happy with my insurer – who do I complain to?
A: In the event that you’re not satisfied with any part of the insurance or claims process, you should use your insurance company’s own formal complaints procedure. Alternatively, you may contact the Financial Ombudsman Service on 0845 080 1800.