Interruption to your water supply - Addlestone- KT15
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Thanks for being a leak detective! You can report the leak using our online form. If you believe the leak is an emergency, then please call us. An emergency could be if you have no access to water, or if there is an excessive amount of water leaking.You can find out more about the process and about how we fix leaks here.
As part of our day-to-day leakage detection operations, we sometimes find leaks on pipework that is not a part of our network. If we detect a leak on privately owned pipework we have a duty to report it to whoever is responsible. If we have sent you a Waste of Water Notice, it means we have detected a leak which is not our responsibility.
Find out more about supply pipe leaks and pipework responsibilities
We will always try to contact the owners of the pipework either directly through one of our community teams or our Customer Service Team will make contact. If we can't make contact with the owners in this way, we’ll send a leakage notification letter. If you’ve received a leakage notice or Waste Water notice from us, it’s because we believe you are responsible for the leaking pipework. We expect that the responsible person or company will make arrangements to get the leak repaired. However, if the leak is not repaired, we may serve a legal notice under section 75 of the Water Industry Act 1991. If you believe you’re not responsible for repairing the leak, for example, if you’re a tenant who is not responsible for repairs, please contact us. We’d be grateful if you can provide details of who is responsible for repairs, for example, your landlord, council or managing agent.
We follow a Code of Practice for leaks that occur on the supply pipe. This is usually the homeowner’s responsibility to maintain. Under our Code of Practice, if we find a leak on the supply pipe during the fitting of the meter or after then we may offer to repair the leak, free of charge. Any leaks found to occur under the property itself are not included. Depending on the circumstance, we may offer to fix simple internal leaks such as dripping taps and leaking dual flush toilets, at our discretion. Any repair has a defects liability period of one year. Please note, the defect liability period covers the work done and does not guarantee a leak free supply should a leak occur from elsewhere. Each customer can claim one single free repair for a maximum period of three months after the meter installation. If we’re aware of a leak prior to a meter installation as part of our Water Metering Programme, a free repair will not be offered.
This is usually down to high usage of water. There are a few simple things you can do to lower your bill:
We have lots of advice and suggestions to help you understand your measured bill and to investigate possible leaks. You can also find out about how leakage might affect your bill
Although increased usage is currently the most common, there are some other reasons for high usage that may affect your bill:
If you find that there is a leak on your side of the meter, you may be entitled to a one-off allowance against the cost of lost water.
In rare cases, particularly with older properties where there has been a change in the use of the property, such as a conversion of a house to flats, there may be a joint or shared water supply. So rather than indicating a possible leak or increased usage, the meter could be recording water being drawn off the mains by a neighbour.
If you are responsible for the maintenance of the water supply to your property, we recommend you consider protecting your home from unexpected water related emergencies with a range of cover brought to you by HomeServe Membership Ltd. Find out more about HomeServe
If you’ve carried out all of the checks detailed in our tips to save water, energy and water leaflet, and you’re still concerned that you’re using more water than usual, it is possible to request a logger. The logger will give you a more detailed picture of your water use. There is a charge for this service, and there are limits to the information a logger can give you. Please contact us first of all, and our leakage team will carry out investigations to check if a logger is appropriate.
If you’ve been unable to find a free-flowing leak, or you’re worried that an appliance is malfunctioning, you may have an intermittent problem that uses water but not continually. Toilets are unfortunately very prone to leaking intermittently, and they can use a lot of water without you realising. Here are some tips on preventing intermittent leaks:
If you have a leak on your external stop tap, please contact us.
Please be aware that if the stop tap is outside in the ground, the chamber may fill with water when the weather has been very wet. If this is what is happening, the water will not usually flow out of the chamber and the chamber will eventually empty once the weather is drier. This is usually not a leak but just groundwater collecting there and is something we cannot control.
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