Serving parts of North West London and the Home Counties.

Reducing Leakage


Reducing leakage icon

We know how important reducing leakage is and we are doing our bit to save water.

We have invested to drive down the level of leakage in our network and since 2010 and we have consistently outperformed the targets set by our regulator, Ofwat – but we’re not stopping there. Every day we have more than 100 people finding and fixing leaks. We constantly monitor the flow of water through our network looking for unusually high/low flows to identify leaks

We have committed to reducing leakage by 14% - 27 million litres per day by 2020 equivalent to the water in 11 Olympic size swimming pools. This is the largest percentage reduction in the next five years of any water company in England and Wales.

We estimate that around one third of our total network leakage occurs on our customers’ supply pipes, on their side of the stop tap. Metering customer properties will allow these leaks to be identified - potentially saving millions of litres of water everyday.

Between 2015 and 2020 we are increasing investment in our network of pipes to make it even more resilient. We will install new pipework allowing us to move greater volumes of water between communities when needed.


Report a leak

Keeping us informed about leaks you come across in our supply area, ensures we're able to put them right as soon as possible.

You can report a leak by:

       * completing our online form

       * send us a Tweet using the hashtag #leakspotters

       * or call our leakspotters line 0800 376 5325 (open 24 hrs)


What happens when you report a leak?

When we get your report we’ll start the process needed to get it fixed quickly. Firstly, we’ll send our Customer Service Technician (CST) to investigate. The CST will visit to see what the problem is and assess how urgently it needs to be fixed – in some cases they might be able to do a repair immediately. If it needs a digging team to attend or a road closure, the CST will book this and the repair will be scheduled in based on the CST’s advised timescale. After the repair, we’ll make everything safe but we may need to re-visit to put everything back as it was before the repair e.g. resurfacing the road or re-seeding grass.

For really tricky leaks, we might need to do more investigation to be sure we’re digging in the right spot! Also, if the leak is on a busy road or in a difficult spot, we may have to ask the Local Authority for permission to work and they will tell us when we can attend. This might delay the start of repairs.

Click here to find out about what happens when you report a leak. >>