Help with leaks
Help and information about leaks at home
We know you care about leaks in our network and in your home. And so do we.
Leaks can happen for various reasons, from ground movement because of extreme weather or traffic, or simply due to pipe deterioration.
We work hard to identify these leaks on our underground network before they become a problem for your water supply. We also routinely renew older parts of our network.
But we can't track all leaks within your home. This comes down to you, the property owner or your landlord.
Who’s responsible for what pipework?
We don’t actually own all of the pipes our water moves through. The pipework inside your property boundary belongs to you or your landlord.
How to spot a leak at home
There are a number of signs that could suggest you have leak on your pipework, including:
- Your bill has increased without knowingly using more water (metered customers only)
- A drop in water pressure
- Noisy pipes
- A damp patch on the ground outside or a patch of greener, faster-growing grass, due to the extra water
- We have identified a leak and let you know. See Leakage Notices.
Leaking internal fixtures and fittings
Visible leaks, such as dripping taps or continuous water flows in your toilet system will need to be dealt with by an approved contractor. WaterSafe can give you a list of local, trusted plumbers. Call 0333 207 9030 or visit watersafe.org.uk
Have we told you that you have a leak?
If you have received a Leakage Notice from us, it means we know you have a leak on your pipework and you will need to get it fixed within a specific timeframe.
How to check if you’ve got a leak if you’re on a water meter
1. Can you find your water meter?
Yes - Carry out a leak test. Are there signs of running water?
- Are any overflow pipes, from water storage or WC cisterns, leaking?
- Are any internal taps or appliances dripping or not turning off properly?
- Are any external taps left running?
No - Contact us on 0345 600 3600 to help locate it.
- If you are a priority services register (PSR) customer we can give you a helping hand, and arrange for the test to be done for you. Give us a call on 0345 600 3600 so we can help.

2. Did you find a leak?
Yes - As the leak is visible, this means you are responsible for the repair of the leak.
- You can search for a local approved plumber on the WaterSafe website.
No - If you're on a meter you need to conduct a leak test.
- Make sure that all internal/external taps and appliances are off and that no water is being used within the premises, then take a meter reading before going to bed, and another in the morning. Alternatively, take a reading before going to work and another after getting home. Make sure that you don't use any water between taking the readings.

3. Are the meter readings the same or different?
Same - If the reading is the same then there is no leakage.
Different - Where is your meter located?

4. Is your meter located inside or outside?
Inside - If the meter is internal, then the leak must also be inside the premises.
- If the meter is recording usage when you are not using water, you may wish to call a plumber to investigate the leak.
Outside - Turn off your internal stop tap and repeat the leak test.
- If the internal stop tap is missing or inoperable, you will have to arrange to have one fitted before the next step can be carried out.

5. Is your meter still recording usage after stop tap isolation?
Yes - If the meter dials move after you have isolated the internal stop tap, there could be a leak between the meter and the internal stop tap.
- Contact us on 0345 600 3600 for assistance.
No - If the meter has stopped moving then the leak must be inside the premises after the stop tap.
- You are responsible for locating and repairing the leak. You can search for a local approved plumber on the WaterSafe website.

A leak has been identified, what next?
How we can help with leaks
To help put things right quickly with leaks from underground pipes we can give:
- Up to half an hour free leak detection service with advice on your next best steps.
- An automatic subsidy payment of £100 (for homeowners only), once it is confirmed that the leak is repaired. This is capped to one payment per leaky pipe.
- A £250 subsidy to replace the leaking supply pipe within 21 days (for homeowners only). We’ll arrange payment once we’ve confirmed the repair or replacement is all done. We’ll require proof of payment, so you’ll need to keep and send us any relevant receipts and invoices.
- Support and advice throughout the repair on 0800 281402 (Mon-Fri 8am-4pm).
- A follow-up call or visit after initial contact.
- A leakage allowance for metered customers, which credits your bill for water lost when the leak is repaired. Find out more.
If you are a Priority Services Register (PSR) customer we can arrange for a leak check to be done for you. Find out more.
What to do when you find you have a leak
- If you’ve had a Leakage Notice, check the repair deadline, some are less than 21 days if a substantial amount of water is being lost.
- Check your household insurance as the repair might be covered.
- If you have a shared water supply, let your neighbours know they may have a shared responsibility to repair the leak, and tell them when the water supply is being turned off. At this stage you may want to think about having your own private supply pipes. Contact us to discuss options.
- Contact an approved plumber/contractor. You can find one via watersafe.org.uk or call 0333 207 9030.
- Keep us updated on the progress of the repair or call us when it’s completed.
- If you’re the homeowner, and once we’ve had confirmation of the leak repair, send by post or email us the receipts or invoices. You can claim up to £250 towards full renewal of the supply pipe.
- If you’re on a water meter, apply for a leakage allowance to cover the cost of the water wasted by the leak.
If you’re unsure about any of the above, then get in touch. We’d be happy to help you.
Leakage allowance for metered customers
If you’ve repaired the leak within 21 days of being made aware then we have a leakage allowance policy that reduces the cost of your bill.
Once the repair is made, let us know by completing our form and we will let our billing department know to make the adjustment to your account.

Pipework responsibility
Find out who is responsible for the pipework in and outside of your home.
Have we told you that you have a leak?
Find out about leakage notices and what they mean.