Water leaks are a waste of a precious resource and may cause damage to your property. The cost of putting right long-term damage is always far greater than dealing with a leak promptly.

The sections below explain who is responsible for fixing leaks in and around your home and what help we can offer:

1. Who is responsible

   • We own and maintain the water mains which carry water to homes and businesses. Your home is linked to the water main by a service pipe. Responsibility for this underground pipe is split between you and us as shown on the diagram below (click on image to enlarge):

       

2. How do I know there's a leak?

   • Apart from the visible signs, such as water bubbling out of the ground or a very damp patch in your garden on a dry day, there are other ways of checking whether there is a leak. If your water supply is metered you can carry out a simple check.
      

3. Where is the meter fitted?

   • We have to decide where to fit the meter in accordance with regulations made by the Department for the Environment, Food and Rural Affairs (Defra). It will be in one of the following locations: 
      
     • Inside your property
     • In the footpath outside your property boundary
     • Outside your house but within your property boundary, e.g. in the garden.
       
       Where a boundary box exists, usually located in the footpath outside your property, this will be our preferred location. If you choose to have a meter fitted somewhere other than our preferred location you may be charged for the cost of fitting the meter.

4. What help is available?

   • Finding a leak - Where water is not obviously leaking above the ground, we offer up to one hour’s free leak detection work. Our equipment is very effective but we cannot guarantee to find the source of the leak. We will ensure that we tell you the results of our detection work. 

     Repairing a leak - We are making every effort to reduce waste of water through leakage and we may be able to help you if a leak occurs on the supply pipe. Even though you are legally responsible for repairs, we will make up to three repairs free of charge at a property you occupy, provided it is practicable for us to do this. 

     Because any such work involves working on your property, there are a few conditions: 

     • We cannot repair any pipes that are inside or under the building, under the footings, steps, outbuildings (e.g. garage), ponds, drains or inspection chambers.
     • If the pipe is in a bad condition, we will suggest you have the whole supply pipe replaced – see next section for further details. We will replace free of charge up to 10 metres of leaking lead pipe.
     • Replacement of the supply pipe is normally limited to the section between the boundary of your property and the inside stop tap
     • We will backfill and make safe where we have had to dig holes, but cannot fully restore any hardstanding, paved or ornamental areas.
     • The materials and workmanship carry a one year guarantee from the date the repair or replacement is completed.