If you’re on a meter
You may have received a bill that shows a larger amount of usage than normal which may indicate a leak on your supply pipe.
Watch our guide or follow our steps below to find out how to check for a leak.
Step 1 – Make sure all your appliances (like the washing machine) and taps are switched off
Step 2 – Find your water meter, usually in the footpath at the front of your house.
Step 3 – Read all of the dials on your meter – small leaks will show on your dials not numbers
Step 4 – Wait 30 minutes and take another reading
If the numbers and dials haven’t changed, you probably don’t have a leak and may want to consider why your water use is higher.
If they have changed, you’ll need to know where the leak is (if it’s inside or outside)
Step 1 – Again make sure all your appliances and taps are switched off
Step 2 – Find your internal stop tap, usually under your kitchen sink and turn it anti-clockwise to the off position. To confirm it has closed correctly, check that no water flows from your cold kitchen tap.
Step 3 – Read all of the dials on your meter
Step 4 – Wait 30 minutes and take another reading
Step 5 – Turn your internal stop tap back to the on position.
If the dials have changed the leak may be located between your meter and your internal stop tap. You can find out what to do next here.
If not, the problem may be a smaller leak inside your home (after your internal stop tap) and you may want to contact an approved contractor to help.
If you’re not on a meter
Watch our guide below to find out how to check for a leak or follow our checklist below;
Ceilings or walls for any wet areas
Driveways for constant wet patches
Noises coming from your plumbing system
Low water pressure
These signs may indicate a leak and you’ll need to confirm this with an approved contractor.
Approved contractors can be found through WaterSafe or on the Water Industry Approved Plumber Scheme WIAPS.
Have a look at our in your area site to find out the repair details and if we know about the leak.
We prioritise leaks according to the size and if it’s causing damage or danger to the public.
We aim to repair:
- Large bursts/emergency leaks within 24 hours
- Significant leaks within 3 working days
- Small/minor leaks within 15 working days
If the repair is in the highway, we need to provide notice to the Highway Authority which can take 3-10 days and where a road closure is needed it can take 13 weeks.
Sometimes we may need to work outside of sociable hours, however we always try to minimise disruption to services, vehicles, traffic and noise whenever possible.
If the leak is on a private pipe, the owner is responsible for repair but we’ll ensure it gets resolved.
If you do not have a water meter you’ll need to look for signs of a leak which could include:
- Damp patches within your home or driveway
- Mould on ceilings and walls
- A hissing or knocking noise coming from the pipes in your home
If you think you have a leak inside your property, let us know by completing our leak form so that we can see how we might be able to help you with the cost of your repair.
If you’re on a water meter and have had a leak on your private supply pipe, we may be able to help towards the cost of the wasted water.
You’ll need to check the criteria for the allowance which you’ll find in our Leakage for Domestic Customers - COP
If you believe you qualify, complete our leak allowance application form and send it to us so that we can calculate any reduction or complete the online form on MyAccount or call our Customer Services on 01202 590059.
If you are a non household customer please refer to your chosen retailer for further information. For information on retailers please click here.
If you’ve confirmed a leak inside your house by carrying out a leak check on the meter or can hear or see running water, you’ll need to speak to a plumber to check your internal pipework or fittings.
Approved plumbers can be found through WaterSafe or on the Water Industry Approved Plumber Scheme (WIAPS)
If you have insurance that covers this (through house insurance or a home emergency policy through HomeServe) you’ll need to call them so that they can advise how they can help you.
If you can see water leaking from the joints of your internal meter, please call our Freephone Leakline on 08005 878 979.
You can complete our online leak form or call our Freephone Leakline on 08005 878 979
It will be your responsibility to repair it and approved plumbers can be found through WaterSafe or on the Water Industry Approved Plumber Scheme [WIAPS].
We’ll send you an information pack which will include help and advice on how to resolve your leak and the relevant claim forms if you qualify for a contribution or an allowance for the excess water recorded on your meter as a result of a leak.
We may be able to help you with the cost if you have had to repair or replace your own supply pipe because of a leak.
Full details along with our terms and conditions can be found in our Leakage for Domestic Customers.
Just complete our form to check if you qualify for a contribution of up to £200+VAT following a complete renewal of the service pipe.
If you’re on a meter, we may also be able to help cover the cost of any water lost because of a leak. You can apply by completing our simple leak/bill allowance application form and we will do our best to help.
The responsibility of the leak repair will depend on where the leak is located. If the leak is on our service pipes then we are responsible for fixing and covering the cost of any repairs.
If the leak is on your own supply pipe then the homeowner is responsible for getting the leak fixed, although we may be able to help cover the cost of repair.
There’s more information here on who is responsible for which pipes and how we can help you with a leak.
If you share a water supply with your neighbours, we’d recommend talking to them so that you can work together to get it fixed.
We may give you a further allowance for a second leak if:
- you have been checking for leakage regularly and show that you spotted the leak as early as possible
- the previous allowance was not within the last 5 years
- you had it repaired quickly
Leak allowances are explained in our: Leakage for Domestic Customers - COP
Leaks are a sign that your supply pipe is wearing out and often repairing one leak may cause a leak on other parts of the pipe, especially for older pipes in poor condition.
It may benefit you to consider replacing your pipe to prevent future leaks, particularly if you’ve had difficulty repairing in the past because of location and material of your pipe.
You can report a leak on your private supply pipe here.