A leak could increase your water bill if you’re a metered customer. Depending on the circumstances, non-household customers can sometimes claim an allowance to cover this cost.
A leak will make your bill more expensive if the lost water is recorded on your meter. You may be able to claim an allowance for the cost of the water charges lost due to the leak - provided certain criteria are met.
These criteria are outlined in our policy guidance documents below. One important exclusion is that the allowance doesn’t apply to leaks that are above ground within your premises.
Retailers are responsible for issuing bills to business customers and will be able to help you apply for a leak allowance.
First, contact your retailer to apply for a leak allowance. Then your retailer will send the application on to us as your wholesaler. We check and grant a leak allowance where our policy criteria are met.
After your allowance has been worked out, we will apply the credit against the wholesale charges given to your retailer. Your retailer is then responsible for working out the retail charges and applying the total credit against your bill.
We help retailers support their business customers. Each leak allowance application we receive is considered individually. We ask retailers to provide any missing information to us. Retailers might sometimes ask you for more details to help your application.
We have regular meetings and account management support with retailers however our wholesale service desk team is available to contact if they need any extra support.