If you see a leak or burst, please don't assume we know about it. If it is some distance from private property, it is likely to be a leak from our own supply network. Please call our 24-hour freephone* leakline on 0800 714 614 so we can get on with fixing it.

Our next steps

When a leak is reported to us, we will take the following action:

1. We will come out to look at the leak within three working days. We prioritise all of our repairs depending on the size of the leak.
2. We will work out where the leak is coming from, which is sometimes in a different location from where the water is visible. We may also leave markings on the ground - generally blue spray paint - to help our repair teams, and tell the public that we will be doing work at that location.
3. Our repair team will usually carry out repairs within 15 working days of our first visit, unless there is a delay beyond our control - for example, other work in the street or other repairs may have been scheduled.

Liaising with local authorities

Under highway legislation, we need to agree with the local authority our plans for how we will handle traffic and pedestrians at the location of the work before we begin. In exceptional circumstances, they may stop us from working in certain roads for up to 28 days.

• Find out more about the process of repairing a leak

* Calls are free from landlines. Mobile charges may vary.