Monday to Friday, 8am to 6pm.
Monday to Friday, 8am to 6pm (emergencies only at other times)
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If you receive a water supply from us and suspect you have a leak on your site we will provide up to four hours' free site-based leak detection. You should ensure that any stop taps or valves are located and operable prior to our visit.
If your site leakage issues have not been resolved during this time or a surface excavation is needed, we can help you on a commercial basis.
If the leak is visible or detectable from the surface using above ground leak detection techniques we will carry out a single spot repair or replacement section of pipe free of charge.
We want to encourage you to fix leaks as quickly as possible.
If your repair is not covered by our free leak repair service or you decide to arrange the repairs yourself, we will issue a waste notice.
The notice will require you to carry out pipework repairs within 14 days to stop water being wasted. If the leak has not been fixed in this time a final notice will be issued. On expiry of the final notice we have the statutory right to repair the leak and recover the cost from you.
Our charges for sewerage services for metered customers are based on the volume of water passing through your meter.
To promote the efficient use of water and incentivise quick remedial repairs we will not grant sewerage allowances for water lost through leakage or wastage from customers' on-site distribution networks.
However, we offer the following concession. Where you can demonstrate that none of the leaked water has returned to the sewer and you have acted promptly to repair the leak and minimise wastage you may apply for the following sewerage allowance:
No claims for leak allowances for water supply or sewerage services will be granted under the following circumstances:
After the first reported leak event, we would recommend you consider the use of a water leakage alert device. To find out more about these, please contact us. No subsequent backdated leak allowances will be granted unless you can demonstrate that a comprehensive survey of your site's water supply infrastructure has been carried out. We will keep records of all leaks and allowances given on a particular site.
Where there is a change of ownership on a particular site on which we have granted past allowances and offered free leak detection and repair services, we reserve the right to suspend our free service and allowance scheme until evidence of a comprehensive on-site pipework renewal programme has been provided.