1. Overview

This guide provides onsite teams with essential steps to follow when a pump station issue occurs. It covers common faults, first actions, safe troubleshooting, emergency identification and communication procedures for both in-hours and out-of-hours support.

2. Common Pump Faults & Issues

• High-level alarm – float switch activation due to rising water level.
• Pump not running – electrical fault, seized pump, blocked impeller or failed capacitor.
• Pump tripping / overload – blockage, worn bearings or electrical imbalance.
• Non-return valve failure – backflow causing repeated cycling or rising levels.
• Blocked impeller – wipes, debris, fats/grease or foreign objects.
• Float switch failure – stuck, waterlogged or fouled with grease.
• Control panel fault – blown fuses, loose connections or moisture ingress.
• Pump running continuously – stuck float, NRV failure or discharge restriction.
• Odour issues – stagnant water or venting problems.

3. First Actions for Site Teams

These checks should be completed before contacting Southern Pumps, provided they can be done safely:

1. Check for visible hazards (flooding, exposed electrics, sewage overflow).
2. Verify power supply – ensure the control panel is energised.
3. Check the control panel for alarms or tripped breakers.
4. Listen for pump activity – running, humming or silent.
5. Check wet well level (only if safe to remove the cover).
6. Confirm whether one or both pumps are affected.
7. Record smells, noises or video unusual behaviour.

4. Safe Basic Troubleshooting (Non Technical)

• Reset tripped breakers once only.
• Acknowledge alarms on the control panel.
• Check floats for obvious fouling (without entering the chamber).
• Check for visible external blockages on the discharge line.
• Cycle duty/standby selector to test alternate pump.
• Photograph the control panel and alarm lights.

Do NOT:

• Enter the wet well.
• Remove pump covers or electrical enclosures.
• Attempt to lift pumps without proper lifting equipment.
• Override alarms or safety devices.

5. Determining Whether It Is an Emergency

Urgent Call Out

• Water level rising with risk of overflow.
• Both pumps have failed.
• Sewage backing up into the building.
• Control panel dead with no power.
• Burning smell or smoke present.

Non Urgent

• One pump failed but the second is running.
• Alarm active but water level stable.
• Routine service required.

6. Checks to Complete Before Contacting Southern Pumps

• Site name and address or service contract reference.
• Contact name and number.
• Description of the issue.
• Whether one or both pumps are affected.
• Whether water level is rising.
• Recent alarms or panel messages.
• Photos or videos (if safe).
• Actions already taken.

7. In Hours Support (08:00–18:00)

Phone: 020 8991 6650
Email: service@spse.co.uk

Escalation Procedure

1. Contact Southern Pumps with full fault details.
2. Critical issues escalated to Service Manager.
3. Engineer dispatch confirmed.

8. Out of Hours Support (18:00–08:00)

24/7 Emergency Line: 020 8991 6650 (diverted to on call engineer)

Escalation Route

1. Engineer receives call.
2. Urgency assessed.
3. Attendance arranged if required.
4. Follow up report next working day.

Expected Response Times

• Emergency: 4–10 hours.
• Non emergency: Next working day.

9. Recommended Additional Procedures

• Monthly visual checks (panel, floats, odours, noise).
• Maintain a log of alarms and resets.
• Wet well cleaning every 4–6-12 months.
• Ensure clear access for engineers and lifting equipment.