Our leak repair process
Over 95% of leaks are never seen by customers. They’re often small, underground and hard to find. Visible leaks – the ones that do reach the surface – are larger, but they don’t normally lose as much water. Our field teams work day and night to find as many leaks as possible.
We're currently fixing more than 1,000 leaks per week across our network. That means, on average, we're fixing a leak every 10 minutes, 24 hours a day.
We repair urgent leaks on the water mains and pipes that belong to us as soon as we can. We also replace pipes in poor condition as part of our ongoing investment programme.
Leak repair process
Locate the leak
It's our responsibility to repair leaks on public pipes. Our teams work day and night to find and fix leaks but you can help us too.
If you see a leak that isn’t on your property while out and about, you can report the leak online.
Investigate the problem
One of our leakage teams will check what needs doing to fix the leak and how urgent it is. We prioritise repairs based on the:
- Amount of water being lost
- Effect on customers’ water supply
Plan the logistics
We may need to work with the council and highways authorities if we need to close a road. If we’re working near other utility pipes, we'll need to coordinate with those companies.
We try to minimise disruption where possible. Closing roads at night helps us to avoid disrupting traffic and water supplies during the day. However, this may create noise when customers are sleeping. We’ll send letters to customers near the site.
Repair and resurface
Once the plan is in place, we’ll send a repair team to fix the leak. This might involve turning off the water or redirecting water around other pipes.
Sometimes the repair teams need to dig down to the pipe by hand to be safe. This is usually when it’s in a tricky position and surrounded by other utility pipes like gas mains.
When the pipe has been fixed, we'll resurface the road.