Applying for compensation due to water service disruptions

If disruptions occur in water services, you can receive compensation from HSY in some situations. On this page, you will find instructions on in what kinds of cases compensation is paid and how to apply for compensation. Our reimbursement policies are based on current legislation, in particular the Water Services Act and our general terms and conditions for water services based thereon.

Damage caused by a water quality defect

An outage longer than 12 hours

We will reimburse the customer for a supply water outage that lasts more than 12 hours in the property’s water bill. The compensation amount is at least 2 per cent of the customer's annual basic rate and metered charge. The reimbursement is added to the invoice automatically, so you do not need to apply for compensation from HSY. No reimbursement is granted for outages that last less than 12 hours.

Damage caused by a manhole cover, water pipe leak or construction site

If your vehicle is damaged by HSY's loose manhole cover, water pipe leak or construction site, you can apply for compensation from us. We compensate damages for actual costs. If you first apply for compensation from your own vehicle insurance (comprehensive cover), you can apply for compensation from us afterwards for the deductible and possible loss of bonuses.

Please note that in the case of a personal injury instead of vehicle damage, compensation is applied for via the “Personal injury” section of the form.

Apply for compensation by using this form,

Filling out the electronic form requires strong authentication.

If the damage has been caused by a stormwater, i.e. rainwater drain cover (grate sewer cover), the city is liable for processing the claim for compensation. In this case, the claim must be addressed to the city where the damage occurred. For more information, please contact the technical branch of the city.

Water meter leak caused by the installation of a water meter

A leaking water meter always requires urgent maintenance measures. If the water meter is leaking, call our fault-reporting service immediately (24/7) and, if possible, close the meter valves on both sides of the water meter.

If the water meter leak has been caused by the replacement of the meter, you can apply for compensation from us.

 

If the water meter valve is leaking or the fault is related to the property's other water equipment or parts of the plot pipeline, the property is responsible and HSY will not be liable for paying compensation. Please also check that your water meter room meets the requirements set for it.

Apply for compensation by using this form,

Filling out the electronic form requires strong authentication.

Damage caused by sewer flooding or a water pipe breakage

Water damage to the property is most often caused by:

• The property’s water fixture or water pipe
• HSY’s broken main line
• HSY’s sewer network overflowing due to heavy rain

Liability for the damages caused depends on the party causing the damage.

In the event of water damage to the property, always check first whether the water damage has been caused by the property's water fixtures or water pipes. If the cause of water damage is not found on the property's side, call HSY's fault-reporting service (24/7) to find out whether the damage has been caused by a breakdown or indentation in HSY's main line or by sewer flooding.  

The fault is not in the property’s fixtures or water pipe – will HSY compensate?

Depends on the situation:

Our water mains break down from time to time due to ground movements, such as frosting, and in such cases water may end up on the property. Water damage can also be caused by sewer flooding. Repairing a leak caused by HSY's water main or removing a sewer blockage is HSY's responsibility.  If the flooding has been caused by a breakdown in HSY's water pipe or improper operation of the main sewer and is not the result of the actions of a third party, we will also compensate for the direct property damage caused by the flooding.

Flood damage can also occur due to exceptionally heavy rainfall, when the capacity of the sewers cannot handle the volume of water. In a situation where no fault has been found in our sewer network and the amount of precipitation has been so exceptional that the water services provider can not be expected to prepare for it with its sewer capacity, HSY is free from liability.

Please note that a top water level has been determined in the connection point statement for each property connected to the water services, and the spaces equipped with sewers below the top water level must be protected by the customer. Based on our terms and conditions, we are not responsible for flood damage to spaces below the top water level. If a top water level has not been determined separately for the property in the connection agreement, the top water level of the wastewater sewer is the level height of the inner ceiling of the sewer at the connection point of the plot sewer + 1,000 mm in separate sewerage and the surface of the street or ground serving the property at the connection point of the plot sewer + 100 mm in combined sewerage and stormwater sewers.

It may take time to find out who is responsible – the damage still requires immediate action

The property owner or occupier is obligated to participate in all such damage prevention and mitigation measures that may be reasonably required and demanded of them. 

At the customer's request, HSY can also assist in starting the drying work of the property. If it is later discovered that HSY is not responsible for the damage, the drying and other costs will be charged to the property afterwards.

If it is suspected that flood water has entered the structures of the property, agree on ordering a damage assessment together with a representative of HSY.

Progress of finding out who is responsible

The flood damage is reviewed with a representative of HSY. As a rule, the handling of the matter is transferred to HSY’s insurance company, which settles HSY’s liability. In this case, our insurance company's loss adjuster will evaluate the damage and determine the corrective measures. The customer must document the damaged items either by themselves or with the help of a loss adjuster and they may not be disposed of without the permission of the insurance company.

If the handling of the claim has not been transferred to HSY's insurance company, the injured party may apply for compensation from HSY by preparing an application for compensation based on the damage report. 

Apply for compensation by using this form,

Filling out the electronic form requires strong authentication.

Damage caused by an incorrect connection point statement

HSY is liable for the damage caused by an incorrect connection point statement, which typically consists of additional planning or construction costs. Please note, however, that HSY is not obligated to participate in the costs if the connection in accordance with the adjusted connection point statement requires the customer to build a wastewater pumping station, for example, i.e. if the pumping station would have had to be built at the location in any case. HSY will only compensate for the direct costs caused by its error.

Apply for compensation by using this form,

Filling out the electronic form requires strong authentication.

Damage caused by a water quality defect

If there is a water quality deviation, you should always first contact our fault-reporting service, tel. 09 1561 3000. If the quality deviation is caused by HSY’s improper conduct and causes personal injury or property damage, you can apply for compensation. We recommend that housing companies make a consolidated claim through the property manager.

Please note that if the water quality defect has caused a personal injury, compensation is applied for via the “Personal injury” section of the form.

Apply for compensation by using this form,

Filling out the electronic form requires strong authentication.

Potential disputes concerning compensation

Consumer customers may submit disputes concerning compensation to the Consumer Disputes Board. The customer must contact the Finnish Competition and Consumer Authority’s Consumer Advisory Services before taking the matter to the Consumer Disputes Board.