Leaks at your property

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Find out what to do if you think you have a leak at your property.

Signs you might have a leak

  • Wet or damp patches in the garden during a dry spell
  • Some dirt, or air in the water
  • Some cracking in paved areas
  • Potholes or sinkholes appearing
  • A noticeable reduction in water pressure
  • Metered customers might see an unexpected increase in usage

Fixing the leak

What we're responsible for

We own and maintain all of the pipework that carries the water from our treatment works and reservoirs to the streets where your homes and businesses are.

What you're responsible for

When our water main reaches your property boundary, which can usually be identified by a stop tap/valve in the pavement, the pipework is the responsibility of the home owner. This pipe, which we call the supply pipe, takes the water from our water main into your property.

If there’s a problem with your supply pipe, just like if there’s a problem with any pipework inside your property, it's the responsibility of the homeowner to fix any issues. You can call a plumber in to repair your pipes, or you could check your home insurance policy covers this type of repair.

We might be able to help

We offer our customers an additional free service: we can arrange a visit to investigate the issue, and help find the leak, and work with you to repair the leak.

Don’t forget, because it's your pipework we'll need you to fill in some paperwork to make sure you're happy to proceed, and we’ll be back within a few days to complete the work.

As with any leaks, we have to get to the pipework to find the leak, and of course carry out the repair. This can involve digging holes and making some mess during the repair.

We'll always leave the ground safe and level, and resurface with the same material as the original (providing it’s not a specialist material.) We only resurface the area we’ve dug, so it might cause a patch effect. Our engineer will explain all of this to you when he visits.

Next steps

If you'd like to use our additional supply pipe repair service, here's what happens next:

  • Let us know about the leak. Give our team a call on 0800 714 614
  • Once we’ve run through a few specific questions about the problem and given you some important information we'll arrange a visit to come and investigate.
  • Our engineer will  investigate, aim to locate the leak and give you advice and options on how to fix your supply pipe leak.
  • We’ll send our repair team to come and fix the leak. Depending on the size of the leak we might have to come back to finish resurfacing the  ground.
  • If you’re on a meter we offer a leakage allowance to help offset the increase to your bill that the leak may have caused.

Frequently asked questions

You share responsibility with your neighbours for the maintenance of the shared pipework. If there’s a leak you're jointly responsible for making sure it's repaired. You'll also need to make sure you're all happy to proceed with any plumber, insurance or our additional service.

Even though you don’t legally own the supply pipe, you still have a legal responsibility to help stop the leak. Please contact your landlord so they can take immediate action.

If the water supply into your building is leaking, we may be able to offer to fix this free of charge, this will be advised when identifying the leak.

Upon investigation if we find you don't qualify for our free offer, please contact your Managing Agent or Landlord so they can take immediate action to fix the leak.

If you have a water meter, your charges are based on all the water that passes through it, whether it is used by you, or wasted due to a leak.

As a result, leaks can add hundreds of pounds to your bill. However, we'll consider giving you a leak allowance for the cost of water wasted due to the leak, as long as you haven't received a leak allowance for the same property before.

To find out if you are entitled to our leak allowance please contact us on 0800 9808 800, our lines are open Monday to Friday 8am - 8pm and Saturday 8am - 1pm.

If you’ve already received a subsidy or free repair from us in the past for the same property, we won’t be able to do the work for free again. However, if the leak is on the same part of the water supply pipe which we’ve replaced or repaired for you before, and it’s still within the guarantee period, please call us on 0800 009 3925. Our lines are open Monday to Friday 9am - 5pm (excluding Bank Holidays).

Also in this section

Report a leak or burst pipe Fixing leaks Fixing leaks