Leaks at your property
This page can help if:
- you’ve noticed signs of a leak or an unexpectedly high water bill
- we’ve contacted you because we’ve detected unusual water use at your property.
You’ll need to check your property, locate the cause and arrange a repair if you find a leak.
You think you’ve got a leak
Has your water bill gone up unexpectedly, even though you haven’t changed how you use water?
Have you noticed damp patches inside your home, soggy ground in your garden or the sound of water when nothing is turned on? If so, you may have a leak on your property.
If we’ve contacted you
We check for unexpected water flow at your water meter, often early in the morning when water use is usually lower. If we detect water flowing when we would not expect it to be, we may contact you and ask you to investigate.
Before calling a plumber, check whether water was being used at your property during this time, such as:
- an irrigation system
- a washing machine on a timer
- an early shower
- a toilet being flushed.
If you think water was being used, let us know. We may be able to carry out another check when everything is turned off.
How to spot a leak on your property
You may have a leak if you notice one or more of the following:
- a higher-than-normal water bill.
- dripping taps inside or outside your property
- toilets that continue to run or refill between flushes (Tip: place dry toilet paper inside the bowl – if it gets wet before the next flush, there may be a leak)
- the sound of water flowing when no taps or appliances are in use
- overflow or warning pipes with regular or continuous water coming from them
- a sudden or gradual drop in water pressure
- puddles that remain or ground that feels unusually soggy in dry weather
- areas of grass or plants that are much greener than the surrounding area.
Who is responsible for fixing leaks?
You (or your landlord) are responsible for all pipework and fittings on your property that connect to your water meter, this includes the internal and external stop taps. If you share a water supply with other properties, responsibility is the same and the cost of repairs is usually shared between the properties.
We are responsible for your water meter and the public water mains and distribution network that supply water to your property.
What to do if you have a leak
- Contact a plumber and arrange repairs as soon as possible
- If your property is metered, the leak must be repaired or in progress within 14 days to be considered for a leakage allowance
- After the repair, contact our Customer Services team so we can update our records, carry out any re-tests and confirm whether you are eligible for a leakage allowance. View information on leak allowances
- A written claim must be submitted within 28 days of the repair, or when your next bill shows the impact of the leak.
How we check for leaks
We have a dedicated Leakage Detection team who work to find and fix leaks on our network and identify possible leaks at customer properties.
We use specialist equipment at the water meter to check whether water is flowing when it shouldn’t be, for example when no taps are being used in the property. This work is often carried out early in the morning, when water use is typically lower.
If we suspect a leak on your supply, we will usually try to contact you by phone first and then write to you asking you to investigate.
Before you call a plumber, check if you had any appliances running early in the morning. It could be an irrigation system, a washing machine on timer, perhaps an early shower or a flush of the toilet? If you suspect it could be this, let us know and we can retest with the knowledge you have everything turned off.
Leak checks during meter installation
When we install a water meter at your property, we also test the supply for leaks.
If we find a leak, we’ll let you know and ask you to arrange repairs.
Once repaired, contact Customer Services so we can arrange a re-test and meter reading.
Concerns about your water meter
If you think your meter is not recording correctly, you can request a meter test by contacting the Customer Services team.
There is a fixed charge of £210 for testing, however this is waived if the meter is found to be inaccurate.
Meters are assumed to be accurate up to the previous reading unless proven otherwise.