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0345 600 3 600

Monday to Friday, 8am to 6pm.                                           
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Water supply and sewerage

0345 600 4 600

Monday to Friday, 8am to 6pm (emergencies only at other times)
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  • Free leak detection

    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.

    Need to know

    • Our free leak detection and repair service only applies to external below ground pipework which is easily accessible.
    • The service is limited to one call out per site within a five year period.
    • All work must be carried out during normal working hours (Monday to Friday, 8am to 6pm).
    • Your remain responsible for all work undertaken at your request.
    • You will be required to provide clear details of any other services or underground infrastructure in the vicinity of the leak repair area.
    • For any additional work not covered by our free service, we will offer a commercial schedule of work rates.

    Fast leak repair incentive

    We want to encourage you to fix leaks as quickly as possible.

    No. of days to repair leak: (from the date the leak is proven)  Bill adjustment for leaked water  
    Within 7 days   100% 
    7 to 14 days    50%
    15 days or over 0%
    • This incentive is applicable for your first and second leaks only.
    • If you choose to repair the leak yourself, we will adjust your bill for water leaked from the date the leak is proved in accordance with the table above.
    • Proof of when the leak is repaired will be required
    • If we are contracted to repair the leak we will adjust your bill for leaked water from the date we are instructed and given open access to fix it.                                                                                                                                                          

    Backdated leaked water allowance

    Customer type   Allowance
     Monthly billed customers  100% allowance for a maximum of 30 days
     Six-monthly billed customers  100% allowance for a maximum of 30 days or you pay no more than double the normal daily average for the previous six months (whichever is more favourable)

    • You can only claim one backdated allowance per meter per annum.
    • Provided you have acted quickly to identify and repair you leak, we will honour your claim for a leak allowance.
    • To qualify for an allowance we will require evidence that you have checked your meter readings regularly.
    • All claims for backdated leak allowances must be made within four weeks of carrying out the repair. You will also need to provide supporting evidence.
    • Any additional supporting information requested in response to your application must be provided in writing within six weeks of our request.

    Waste water notices 

    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.

    Sewerage allowance

    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:

    Duration of leak   Stepped sewerage allowance for leaked water for monthly billed customers Sewerage allowance for leaked water for six monthly billed customers
    0 to 3 Months      100%  Same as monthly billed customers or you pay no more than double the normal daily average for two bill periods (whichever is more favourable).
    3 to 6 Months   50%
    6 to 12 Months  25%
    12 Months  0% 

    General conditions

    No claims for leak allowances for water supply or sewerage services will be granted under the following circumstances:

    • after three months from the date of the leak being repaired
    • for leaks from above ground infrastructure or for wastage from faulty appliances
    • where a leak has been caused through negligence on your part or by anyone acting on your behalf.

    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. 

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