Water still there and not going away

This is causing way too much distress to my family. They reported this as it started on boxing day. They gave had to take up their flooring and it's still trickling into their house. Their underground well has flooded and their garden. It's not acceptable that nothing has happened other than digging a hole. It may not be important or seen as an emergency, but to my families home and belongings it is. They live on Anmer Road This needs sorting asap. I used this app before, but it's made no difference other than a notification that you are aware of the flooding.