Think you have a leak on your supply?

If a leak is on your supply pipe it’s your responsibility to repair. You’ll need to fix a leak on your supply within 30 days (10 days if a large leak). If the leak is our responsibility, please let us know and we’ll get it fixed as quickly as we can.   

 

Our pipework 

This consists of the water main, the large underground pipe which is usually found in the highway or road, and the communication pipe that runs from the water main to the boundary of the street. This pipe work is our responsibility. 

Individual/joint pipework 

This is the supply pipe that runs underground from the street boundary to the internal stop tap in your home. The joint pipework is both homeowners responsibility, the individual pipework is just your responsibility. 

Your pipework and fittings 

These are all of the pipes inside of your home. These pipes are your responsibility. 

water responsibility supply diagram

Confirm if you have a leak - follow our simple steps

It can sometimes be difficult to find a leak as there may be no visible signs of water leaking. If you have a water meter, you can follow our quick leak check guide to see if you do have a leak:

 

Leak check guide for customers on a meter

Before you start make sure you won’t need to use any water for 1 hour. You may also want a cloth to wipe your meter clean so that you can see all the numbers clearly.

  1. Turn off all taps and appliances
  2. Find your meter, usually located in the footpath 
  3. Read and note down all of the numbers on the dials
  4. Wait for 1 hour without using any appliances and then take another meter reading, writing down all the numbers on the dials again


If you are unable to carry out the leak check you may wish to ask a family member or neighbour to help you. If you can’t find anyone to help, call our helpline or complete the form at the bottom of this page and we’ll arrange for someone to come out and do this for you.


Your leak check results 

If your meter numbers haven’t changed 

If the numbers on the meter dials haven’t changed between each reading, you probably don’t have a leak. However, it may be worthwhile checking to see if you have a small leak that may not have shown up on your meter. To do this we’d recommend that do another leak check overnight. Take a meter reading last thing at night and another first thing in the morning, just remember not to use any water, like flushing the toilet or turning the tap on to brush your teeth.


If there’s no change between each reading again, take a look at other reasons your bill may have increased:

  • More water being used than expected – guests staying, watering the garden, decorating
  • Payment plan changes
  • Previous bills were estimated meter reads that were under-estimated
  • A possible water leak on your underground supply pipe
  • Faulty plumbing , dripping taps or overflow
  • New appliances that use more water than expected


If your meter numbers have changed 

If the numbers on your meter have changed, you’ll need to carry out a leak location test to find out where it’s coming from so that we can work together to get it fixed.


Follow these simple steps to find out where it is located:


Remember; make sure you won’t need to use any water for 1 hour

  1. Turn off all taps and appliances
  2. This time, you’ll need to find your internal stop tap and turn it anti-clockwise to the off position  (to check it is off turn on your tap and no water should come out)
  3. Read and note down all of the numbers on the dials of your meter
  4. Wait for 1 hour without using any appliances and take another meter reading
  5. You can now turn your stop tap back on by turning it clockwise, back to the on position.

 

Your Leak location results

If the numbers on the meter dials haven’t changed, the leak is likely to be inside your home.
If they have changed, the leak is likely to be on the pipe between your external meter and your internal stop tap.


Let us know where your leak is coming from by completing our leak form so that we can see how we might be able to help you with the cost of your repair.

 

Who can help me fix my leak?

If you have a leak on your supply pipe the repair might be covered under your house insurance policy or your home emergency cover such as HomeServe. So, give them a call first to see how they can help.


If you don’t have insurance, a plumber will be able to help fix the leak for you. You can find contractors in your area who specialise in leak repairs from our Advisory Contractor List or you can search for local approved plumbers using the handy WaterSafe tool.



Report a leak on your supply

Where is the leak showing?

Important Information

Leaks in your property are the responsibility of the homeowner.

- If you’re a tenant, you’ll need to tell your landlord so they can help get the leak repaired

 

- The repair might be covered by your house insurance policy or by home emergency cover such as HomeServe, so check first who can help you fix your leak

 

- If you do not have insurance contact a plumber. You can find contractors in your area who specialise in leak repairs from our Advisory Contractor List or you can search for local approved plumbers using the handy WaterSafe tool.

Important Information 

Leaks in your property are the responsibility of the homeowner

- If you’re a tenant, you’ll need to tell your landlord to arrange for a repair (link to FAQ should my landlord pay for the leak repair?)

 

- As a UK water company, we have a legal obligation to make sure a repair is carried out within 30 days of it being reported (10 days for large leaks) so it’s really important to get it fixed promptly

 

- The repair might be covered by your house insurance policy or by home emergency cover such as HomeServe, so check first, (link to FAQ who can help me fix the leak)

 

- If you do not have insurance contact a plumber. You can find contractors in your area who specialise in leak repairs from our Advisory Contractor List or you can search for local approved plumbers using the handy WaterSafe tool (links).