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You are here : At Home > My Water > Leaks > Find a leak

What happens if I find a leak?

This page will help you if you have found an internal or external leak in your home or a leak on the public ground.

  • The leak is inside my home

    Internal leaks are your responsibility to repair. The homeowner is responsible for the private pipework inside your property. If you are renting your property you will need to report the leak to your landlord who should arrange a repair.

    Should I contact you?

    Yes. If you find an internal leak then you should contact us and make us aware of the situation.

    Our team is available Monday-Friday 8am-6pm and Saturday 8am-2pm on 0345 350 3672, or you can request a callback.

    You will need to arrange for the repair of any internal leaks inside your property. You can find a list of approved, local plumbers at www.watersafe.org.uk

    Alternatively, you could contact HomeServe to discuss their On Demand Cover option on 0800 0327 593.

    What help is available?

    An internal leak may lead to a higher bill, however we may be able to help you manage the cost with a payment plan until the leak is fixed. Once the leak is fixed you may also be able to claim a leak allowance for the cost of the leaked water. You can view our Leak Allowance Policy and our Customer Leak Repair Policy. You can find more detailed information about leakage, including who is responsible for shared pipework and Waste Notices in our Leakage Booklet.

     

  • The leak is outside my home but on my land

    External leaks are usually your responsibility, however we may help you with the repair. The homeowner is responsible for the private pipework outside your property. Find out more information about who is responsible for shared pipework in our Leakage Booklet (page 5).

    Should I contact you?

    Yes. If you find an external leak then you should contact us and make us aware of the situation. We may book an appointment with you to inspect the leak.

    Usually you will need to arrange for the repair of leaks on your private or shared pipework, however we may be able to help by repairing the leak for you. If the leak is on our pipework or fixtures then we will always repair this.

    Our team is available Monday-Friday 8am-6pm and Saturday 8am-2pm on 0345 350 3672, or you can request a callback.

    What help is available?

    An external leak may lead to a higher bill, however we may be able to help you manage the cost with a payment plan until the leak is fixed.

    Once the leak is fixed you may also be able to claim a leak allowance for the cost of the leaked water. You can view our Leak Allowance Policy and our Customer Leak Repair Policy.

    If you replace your supply pipe you may be eligible for a £100.00 contribution towards the cost.

    Many home insurance policies cover external leakage, so it is a good idea to check with your insurance provider if they will cover the cost of any repair work.

    You can find more detailed information about leakage, including who is responsible for shared pipework and Waste Notices in our Leakage Booklet.

  • The Leak is on the public ground

    Leaks on public ground are our usually our responsibility, unless the pipework is privately owned

    How do I report a leak in my supply area?

    If you have seen a leak in our supply area you can let us know using our Report A Leak.

    We are committed to reducing leakage, and are grateful to all of our customers who take the time to let us know when they see leakage on our network. You can find more detailed information about leakage in our Leakage Booklet.

     

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