A leak could increase your water bill if you’re a metered customer. Depending on the circumstances, non-household customers can sometimes claim an allowance to cover this cost.
What is a leak allowance?
A leak will make your bill more expensive if the lost water is recorded on your meter. You may be able to claim an allowance for the cost of the water and wastewater charges lost due to the leak - provided certain criteria are met.
These criteria are outlined in our policy guidance documents below. One important exclusion is that the allowance doesn’t apply to leaks that are above ground within your premises.
Retailers are responsible for issuing bills to business customers and will be able to help you apply for a leak allowance.
How do you apply for a leak allowance?
First, contact your retailer to apply for a leak allowance. Then your retailer will send the application on to us as your wholesaler. We check and grant a leak allowance where our policy criteria are met.
After your allowance has been worked out, we will apply the credit against the wholesale charges given to your retailer. Your retailer is then responsible for working out the retail charges and applying the total credit against your bill.
How does South West Water work with retailers?
We help retailers support their business customers. Each leak allowance application we receive is considered individually. We ask retailers to provide any missing information to us. Retailers might sometimes ask you for more details to help your application.
We have regular meetings and account management support with retailers however our wholesale service desk team is available to contact if they need any extra support.
How do I check for a leak?
Do you know where your meter is?
Yes
You first need to carry out an initial leak test.
- Are there any obvious signs of water running?
- Are any overflow pipes, from water storage or WC cisterns, leaking?
- Are any internal taps or applicants dipping or not turning off properly?
- Are any external taps left running?
No
Contact your water retailer to help you locate it.
Did you find a leak?
Yes
As the location of the leak is visible, in most circumstances a water retailer will not grant an allowance.
You are responsible for ensuring the leak is repaired.
No
Before you close at the end of the business day you need to conduct a leak test.
Take a meter reading, if safe to do so. Make sure that all internal/external taps and appliances are off and that no water is being used within the premises. Take another reading when you return the following day. Make sure that you use no water in between taking the readings.
Are the readings the same or different?
Same
If the reading is the same then there is no leakage.
Different
Where is your meter located?
Is your meter located inside or outside?
Inside
If the meter is internal then the leak must also be inside the premises. No allowance will be paid.
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 stop tap is missing or inoperable, you will have to arrange to have one fitted before the next step of the test can be carried out.
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 your water retailer for assistance if needed.
No
If the meter has stopped moving then the leak must be inside the premises after the stop tap.
You're responsible for locating and repairing the leak and no allowance is due from the water retailer.
Useful documents
Find out who your retailer is
Now that businesses can choose who their retailer is, it can be confusing to know who is supplying your water and wastewater services. Find out who your retailer is by following the link below.
