Help with leaks

We know you care about leaks in our network and in your home. And so do we.

Leaks can happen for various reasons, from ground movement because of extreme weather or traffic, or simply due to pipe deterioration.

We work hard to identify these leaks on our underground network before they become a problem for your water supply. We also routinely renew older parts of our network.

But we can't track all leaks within your home. This comes down to you, the property owner or your landlord.

Who’s responsible for what pipework? image

How to spot a leak at home

There are a number of signs that could suggest you have a leak on your pipework, including:

Your bill has increased without knowingly using more water (metered customers only)
A drop in water pressure
Noisy pipes
A damp patch on the ground outside or a patch of greener, faster-growing grass, due to the extra water

Leaking internal fixtures and fittings

Visible leaks, such as dripping taps or continuous water flows in your toilet system will need to be dealt with by an approved contractor. WaterSafe can give you a list of local, trusted plumbers. Call 0333 207 9030 or visit watersafe.org.uk.

Can you find your water meter?

Yes

Carry out a leak test. Are there signs of running water?

Are any overflow pipes, from water storage or WC cisterns, leaking?
Are any internal taps or appliances dripping or not turning off properly?
Are any external taps left running?

No

Contact us on 01202 590059 to help locate it.

If you are a priority services register (PSR) customer we can give you a helping hand, and arrange for the test to be done for you. Give us a call on 01202 590059 so we can help.

Woman holding a bucket to collect water from a leak

Did you find a leak?

Yes

As the leak is visible, this means you are responsible for the repair of the leak.

You can search for a local approved plumber on the WaterSafe website.

No

If you're on a meter you need to conduct a leak test.

Make sure that all internal/external taps and appliances are off and that no water is being used within the premises, then take a meter reading before going to bed, and another in the morning. Alternatively, take a reading before going to work and another after getting home. Make sure that you don't use any water between taking the readings.

women taking a note of water meter reading

Are the meter readings the same or different?

Same

If the reading is the same then there is no leakage.

Different

Where is your meter located?

Is your meter located inside or outside?

Inside

If the meter is internal, then the leak must also be inside the premises.

If the meter is recording usage when you are not using water, you may wish to call a plumber to investigate the leak.

Outside

Turn off your internal stop tap and repeat the leak test.

If the internal stop tap is missing or inoperable, you will have to arrange to have one fitted before the next step can be carried out.

hand turning off water stop tap under sink

Is your meter still recording usage after stop tap isolation?

Yes

If the meter dials move after you have isolated the internal stop tap, there could be a leak between the meter and the internal stop tap.

No

If the meter has stopped moving then the leak must be inside the premises after the stop tap.

You are responsible for locating and repairing the leak. You can search for a local approved plumber through WaterSafe.

A leak has been identified, what next?

How we can help with leaks

To help put things right quickly with leaks from underground pipes we can give:

Up to half an hour free leak detection service with advice on your next best steps.
A payment of £100 (for homeowners only), once it is confirmed that the leak is repaired. This is capped to one payment per leaky pipe.
A £250 subsidy to replace the leaking supply pipe within 30 days (for homeowners only). We’ll arrange payment once we’ve confirmed the repair or replacement is all done. We’ll require proof of payment, so you’ll need to keep and send us any relevant receipts and invoices.
Support and advice throughout the repair on 01202 590059 (option 2) (9am-5pm Mon-Fri)
A follow-up call or visit after initial contact.
A leakage allowance for metered customers, which credits your bill for water lost when the leak is repaired.

If you are a Priority Services Register customer we can arrange for a leak check to be done for you.

What to do when you find you have a leak

If you’ve had a Leakage Notice, check the repair deadline, some are less than 30 days if a substantial amount of water is being lost.
Check your household insurance as the repair might be covered.
If you have a shared water supply, let your neighbours know they may have a shared responsibility to repair the leak, and tell them when the water supply is being turned off. At this stage you may want to think about having your own private supply pipes. Contact us to discuss options.
Contact an approved plumber/contractor. You can find one via watersafe.org.uk or call 0333 207 9030.
If you’re the homeowner, and once we’ve had confirmation of the leak repair, send by post or email us the receipts or invoices. You can claim up to £100 towards a repair or up to £250 towards full renewal of the supply pipe.
If you’re on a water meter, apply for a leakage allowance to cover the cost of the water wasted by the leak.

If you’re unsure about any of the above, then get in touch. We’d be happy to help you.

Leakage notices

Have we told you that you have a leak?

If we’ve been investigating leaks in your area and discover one on your private supply, or noticed unusually high usage from your property, we’ll be in touch. We may issue what’s known as a leakage notice.

A leakage notice is a legal document that we issue to the water user, and the homeowner (if this isn’t you) about a leak on your private supply.

The notice lets you know how long you have to fix the leak. It is important that you take the appropriate steps to get the leak repaired.

See below for legal requirements/obligations around leakage notices.