Frequently asked questions
Who pays for the leak repair?
The responsibility of the leak repair will depend on where the leak is located. If the leak is on our service pipes then we are responsible for fixing and covering the cost of any repairs.
If the leak is on your own supply pipe then the homeowner is responsible for getting the leak fixed, although we may be able to help cover the cost of repair.
There’s more information here on who is responsible for which pipes and how we can help you with a leak.
If you share a water supply with your neighbours, we’d recommend talking to them so that you can work together to get it fixed.
Can I get help with the cost of fixing my leak?
We may be able to help you with the cost if you have had to repair or replace your own supply pipe because of a leak.
Full details along with our terms and conditions can be found in our Code of practice on leakage for household customers
Just complete our form to check if you qualify for a contribution of up to £200+VAT following a complete renewal of the service pipe.
If you’re on a meter, we may also be able to help cover the cost of any water lost because of a leak. You can apply by completing our simple leak/bill allowance application form and we will do our best to help.
Should my landlord pay for the leak repair?
Your landlord is usually responsible for most repairs in your home. This applies to private landlords, councils and housing associations and they should therefore be responsible for the cost of any leak.
If you’re a tenant and find a leak, you should advise your landlord immediately, so that a repair can be arranged. You can let us know by completing our form so that we can see how we might be able to help cover the cost of any water lost because of a leak.
If you’ve already told us about a leak and have received our leak pack in the post, please pass this to your landlord to complete, so that they can work with us to get it fixed.
How long does it take to repair a leak?
Once we know about a leak on our pipework, our leakage technicians will investigate where the water is coming from and arrange for the pipes to be fixed.
We aim to attend leaks that are causing damage or affecting water supplies within 24 hours. For all other leaks we aim to attend within 3 working days.
We are committed to repair leaks as quickly as we can but sometimes we may need permission from the council to work in the road, meaning that our repair times can take a little longer, up to 3 weeks.
How do I check for a leak on my unmetered supply?
If you do not have a water meter you’ll need to look for signs of a leak which could include:
- Damp patches within your home or driveway
- Mould on ceilings and walls
- A hissing or knocking noise coming from the pipes in your home
If you think you have a leak inside your property, let us know by completing our leak form so that we can see how we might be able to help you with the cost of your repair.
No matter how big or how small - if you spot
a leak, let us know
Our team of leakage experts work around the clock pinpointing and fixing leaks as quickly as possible. We’re heavily investing in technology to help us use real-time data to make sure we do everything we can to find and fix leaks quicker.
We wouldn’t be able to find as many leaks and achieve one of the lowest levels for leakage in the industry without you.