Castle Street works: Part of Castle Street will be closed from 09:00 on Monday 11 May for essential leak repairs, starting after the morning rush hour. Traffic from Sand Street will be diverted left down Commercial Street, with diversions clearly signposted. We apologise for any inconvenience caused.

Leak allowance

Domestic customers

If you’re a domestic customer who pays for water by meter, you may be able to apply for a leakage allowance if a leak has increased your bill. If you don’t have a water meter and your bill is assessed you won’t be charged for the leak.

To qualify, all of the following must apply:

  • The leak is repaired within of being identified
  • A written claim is submitted within 28 days of the repair, or when your next bill shows the impact
  • The leak is underground
  • The leak is not from internal plumbing or fittings
  • The leak was not caused by the property owner or another party
  • Only one allowance is available per customer, per property
  • If you have previously claimed a leak allowance for a property, you won’t be eligible for another.

If you’re unsure whether you qualify, contact our Customer Services team.

We will calculate your allowance by comparing how much water you normally use to the amount recorded by your meter while you had the leak.

We will then calculate the difference in cost, add this amount to your account, and send you an adjusted bill.

Commercial customers

Commercial customers are expected to regularly monitor their water use, take their own meter readings and check bills as part of normal business practice.

Leakage allowances are not available for commercial properties. We recommend considering suitable insurance.

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