Help with leaks

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.

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.

Find out who's responsible

There are a number of signs that could suggest you have a 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.

Find out more about Leakage Notices

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.

1. 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.
2. Check your household insurance as the repair might be covered.
3. 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.
4. Contact an approved plumber/contractor. You can find one via watersafe.org.uk or call 0333 207 9030.
5. Keep us updated on the progress of the repair or call us when it’s completed.
6. 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.
7. 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.