Frequently asked questions

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Find answers to common questions quickly.

Responsibility for repairs to leaks on your supply pipe

This is the pipe that is outside the property but within your boundary.

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 or managing agent so they can take immediate action to fix the leak. If you have received a letter from us, please pass that to the landlord or managing agent to help them act quickly.

If the water supply into your building is leaking, we may be able to offer to fix this free of charge, this will be confirmed when we visit to identify 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 the leak has been fixed and 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 previous repair is still within the guarantee period, please call us on 01865 876377 if you're in London or 0808 281 0180 if you're in the Thames Valley.

Our lines are open Monday to Friday 9am - 5pm (excluding Bank Holidays).