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Leaks

Leaks

Signs you might have a leak

Here are a few signs that you might have a leak:

  • Wet or damp patches in the garden during a dry spell.
  • Dirt or air in your water.
  • Cracks in paving.
  • Potholes or sinkholes appearing.
  • A noticeable reduction in water pressure .

Metered customers

If you're a metered customer, you may notice an unexpected increase in usage. You can also check for a leak by following the steps below:

  • Make sure all your water appliances are turned off.
  • Turn off your inside stop valve (this is usually under your sink).
  • Take a meter reading and write it down.
  • Wait 30 minutes.
  • Take another meter reading.
  • Compare the two readings.

If the readings are the same, you don't have a leak. If they're different, you have a leak somewhere between the meter and the inside stop valve.

If you fix your leak within six weeks, we’ll cover the cost. Just fill out a leak allowance form and return to us when you’ve fixed your leak. We’ll review your claim and if it’s approved, we’ll credit your account with any money that would have been added to your bill as a result of your leak.

What to do if you have a leak

You're responsible for the water supply pipe that runs from the boundary of your property into your home, as well as all your internal pipes and fittings. Whether you're a homeowner or a tenant, it's important you get any leaks fixed as soon as you can.

Below are a few options to help you get it sorted.

  • You may have a home emergency policy which covers plumbing and drainage. If so, your leak may already be covered, so it's worth checking this first. 
  • If you don’t have a home emergency plan, check your home insurance. Some insurance policies will cover leaks. 
  • If you don't want to contact your insurers, you might want to find a plumber
  • If the leak is outside of your property boundary and is in the street or a public place, please report it as soon as you can.

Read our leakage code of practice for more information.

What to do if you're on a shared supply

Sometimes a single supply pipe serves more than one property. This is more common when buildings are close together, in a side-by-side- layout, such as on a terraced street. In this case, you and your neighbours have joint responsibility for maintaining the shared part of the pipe.

If you think you have a leak on your shared supply, please call us on 0800 714 614 and we’ll be able to help you.

Leaks on metered supplies

Water is a valuable resource, so it’s important they’re fixed quickly. If you fix your leak within six weeks, we’ll cover the cost of the leak on your bill to make sure you’re not out of pocket. Please fill out a leak allowance form and return to us when you’ve fixed your leak. We’ll review your claim and, if approved, credit your account with any money that would have been added to your bill as a result of your leak.