Serving parts of North West London and the Home Counties.

In this section

Are we your water provider?

Use our post code search to find out.

To use the search please enter your complete postcode, for example, AL10 9EZ.

Got a question?

Got a question?

Leakage affecting bills

If your water is metered and you have a leak, either inside your property or outside but within the property boundary, your bill might be affected. We base your bill on the volume of water that passes through the meter, so, if water is lost after it has passed through the meter, then it may increase your bill.

Water that leaks before the meter will not affect your bill. You might, for example, see water running in the street and we will need to come and fix it. You can report a leak or check leaks already reported in your area.

Leaks already found

A leak you have had repaired within the past six months

If you have had a leak within the last six months and it is now repaired, this will affect your water bill. Although you may not have used the water, we will issue your bill based on the water recorded on your water meter. Getting a leak repaired as quickly as possible is important in order to reduce the amount of water wasted and therefore reduce your bill. Ensure you maintain the pipework in your home to avoid getting a leak.

You may have an on-going internal leak

Internal leaks are not always obvious but can waste a lot of water, affecting your bill. Although you may not have used the water, we will issue your bill based on the water recorded on your meter.

Internal plumbing issues are your responsibility to get repaired and if you are aware of a leak, such as a leaking toilet or dripping tap, you should call a plumber to repair this as soon as possible as this wastes water and will affect your bill. If you suspect you may have an internal leak but are not sure, you can watch Rob to help you to conduct a leak check or you can call a plumber to check for any inefficiencies. If you do not have a plumber, please click here to find an approved plumber on our list to reduce the impact on your bill. If your property is rented, you may also need to contact your landlord for assistance.

To avoid getting a leak it is important you maintain the pipework in your property. Please click here  to watch our technician Rob show you to prevent future problems.

You may have a leak on your private supply pipe

Supply pipes leaks are not always obvious however, if your garden has suddenly become waterlogged, or there’s a pool of water on your driveway these are good indications there’s something not quite right with the pipework underground. If you have had a supply pipe leak please let us know as you may be entitled to a one off leak allowance. You can check if you have a leak on your supply pipe by carrying out a leak check, please click here  to watch our technician Rob show you how to do this or follow these instructions.


Checking for leaks and what happens next

If you need to check for leaks, please ensure that your internal stop tap (ISV) is working properly. This is the tap that stops all the water in your property. If you do not know where the tap is, click the link and our technician Rob can show you how to locate your ISV. If it is not working, you will need to call a plumber. It is important your ISV works to shut off your water supply in case of an emergency. We can not conduct any checks if your ISV doesn't work properly.

You may wish to do your own check for leaks. Watch Rob show you how to perform a leak check or click here to follow some simple leak checking instructions.

Below are the most commonly asked questions about leaks.

A technician is visiting my property, what will they do?

Our technicians come out to your property to find out why your bill may be higher. They may ask you some questions about your water supply and usage and will need access to your property. The technician will check your meter has been fitted correctly and is still in good working order.

The technician may need access to your internal stop tap (ISV). It is important you know here your internal stop tap (ISV) is and that it is working properly, as this helps us to identify if there are any problems and leaks on our pipework or on your supply. We have a video to help with finding your internal stop valve

We cannot conduct any checks if your ISV is inaccessible or inoperable.

A technician visited my property, what do I do now?

Our technician will have assessed your supply to see why your bill may be higher. If they have not spotted a leak but you are concerned your bill is still high, try using some water saving devices to reduce your bill.

What happens about internal leaks?

If a leak was identified on your internal pipework, you will need to contact a plumber to get this repaired. You might need to contact your landlord if your property is rented. You should do this as soon as possible to minimise the impact on water loss and your water bill.

I have a supply pipe leak what should I do?

If a leak was identified on your supply pipe this is your responsibility and you will need to get this repaired. If a water pipe on your property is leaking, you must repair it as soon as possible. In addition to wasting water, if you have a water meter, a leaking pipe will cost you money. Advice for leaks on supply pipes.

I have a leak, what do I do?

If you have a leak on your internal pipework or on your private supply pipe this is your responsibility. A leak increases your water bill and can cause damp in your property. If you have a supply pipe leak, damage to the driveway and garden may also occur.

It is likely your plumber will need to repair the supply pipe leak. If you do not have a plumber, you can find one on our list of approved plumbers. If left unfixed, we may issue you with a waste notice to ensure you organise and pay for a repair as well as water lost.

I have a leak, what happens to my payments?

You should still pay your bill whilst we are investigating your water supply. Your payments should remain the same throughout our inspections and we will let you know if your payments will change once we find out why your usage is high.

Do I have to pay for the water lost if I have a leak?

Please let us know if you have had a supply pipe leak repaired as we may be able to offer you an allowance against your bill. We will ask you to take a water meter reading after the leak has been fixed so we can calculate a one-off leak allowance for you. Terms and conditions apply and not all customers will be eligible, so please ensure you meet the criteria before completing the form. You will need to fill in a leak allowance form.

What happens if I don’t repair the leak?

Wasting water is unacceptable. Once a leak is discovered, we initially ask you to repair it within 21 days for single supply and 28 days for shared supplies. Please act promptly otherwise we will have to serve a formal notice and then begin legal action – this will be set out clearly in the notice we send you. If you fail to take the action required in the notice, we will arrange for a contractor to carry out the work. We will then charge you for the work and will add all of our costs to the total.

If you do not feel your household usage has increased in the past six months and you are still concerned about your bill please call our metering team on 0345 357 2401 (Mon-Fri 8:00-17:00) who will be happy to help you.