Leaks

We're responsible for the water mains that carry water around our region. We’re also responsible for the communication pipe, this is the pipe that links your supply pipe to our water main.

All our pipes receive regular maintenance and repairs. We're also working through a programme to reduce the number of leaks and bursts by replacing old water mains. 

As a general rule, 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.

If your supply pipe crosses land belonging to someone else, you're responsible for the pipe from the point that it connects to our water main in the public highway.

What if I’m 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.

There are some common signs of a leak that you can look out for:

• Dripping taps
• Leaking toilets
• Wet or damp patches in the garden during dry weather
• Dirt or air in your water
• Cracks in paving
• Potholes or sinkholes appearing
• A noticeable reduction in water pressure

If you’re on a water meter

Metered customers may also notice an unexpected increase in usage, resulting in higher bills.

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.

For tips on tackling leaks at home, see our water saving advice.

Most leaks aren't visible and can easily go unnoticed. Smart data from water meters allows you to see exactly how much water you use. If your water usage increases suddenly, it's likely that you have a leak.

Our technicians can identify if there is a leak on the property supply using a number of different techniques. These include syphon tests and acoustic sounding.

The homeowner or landlord is responsible for water supply pipes within their property boundary. If you find or we confirm a leak at your property, you must arrange repair within four weeks. 

If you don't arrange leak repair, we'll step in to protect our supply and the environment. Under Section 75 of the Water Industry Act 1991, we have the authority to charge you for any repairs we carry out.

See our terms and conditions for more information. 

How to avoid a charge

• Check with your insurance provider to see if leaks are covered by your policy. They may be able to arrange repair for you.
• Get in touch if you need any advice or assistance. We want to help you resolve the problem as quickly as possible so our supply and environment are protected. If you've registered for financial support or our priority services register, we may be able to help. 

Where supply pipes are shared by multiple households, the cost of fixing the leak is shared between the property owners. This is something you must arrange between yourselves as we can't get involved in third-party disputes.

We recommend using a WaterSafe approved plumber from our list because this ensures the work will be done properly.

You can use your own contractor but we will check their finished work. If it doesn't meet our standards, we'll charge you for any further repair work needed. 

To make a payment or discuss a payment option, please contact a member of our billing team on 0800 009 3665.

Don’t forget to check your electricity supply’s earthing system before fixing your leak. The government banned electrical earthing using water supply pipes in 1966. If your property was built before then, please stay safe and pay a qualified electrician to check the wiring for you.