Leaks
Help with leaks
Help and information about leaks at home.
We know you care about leaks in our network and in your home. And so do we.
Leaks can happen for various reasons, from ground movement because of extreme weather or traffic, or simply due to pipe deterioration.
We work hard to identify these leaks on our underground network before they become a problem for your water supply. We also routinely renew older parts of our network.
But we can't track all leaks within your home. This comes down to you, the property owner or your landlord.
Who’s responsible for what pipework?
We don’t actually own all of the pipes our water moves through. The pipework inside your property boundary belongs to you or your landlord.
How to spot a leak at home
There are a number of signs that could suggest you have leak on your pipework, including:
- Your bill has increased without knowingly using more water (metered customers only)
- A drop in water pressure
- Noisy pipes
- A damp patch on the ground outside or a patch of greener, faster-growing grass, due to the extra water
- We have identified a leak and let you know by giving you a Waste Water Notice.
Leaking internal fixtures and fittings
Visible leaks, such as dripping taps or continuous water flows in your toilet system will need to be dealt with by an approved contractor. WaterSafe can give you a list of local, trusted plumbers. Call 0333 207 9030 or visit watersafe.org.uk.
If you see a leak in the road please report it to us using our online tool.
Have we told you that you have a leak?
If you have received a Waste Water Notice from us, it means we know you have a leak on your pipework and you will need to get it fixed within a specific timeframe.
Our Waste of Water Notice gives you 14 Days to take action and keep us up to date.
How to check if you've got a leak if you're on a water meter
To check whether you have a leak or not, you can follow our simple self help leak test.
How we can help with leak
Leak assistance scheme
We offer a leak assistance scheme for household customers. Where there is a leak from the pipework supplying your property, either externally or internally, it is your responsibility to get this repaired. This is a legal requirement under the Water Industry Act 1991.
We offer a free of charge repair, subject to T&Cs, whether the leak is internal or external to your property. We will locate and fix the leak and if we are unable to repair the leak we will offer you free and independent advice on what to do next. You can read more detail about the scheme via the factsheet below.
If you are concerned your underground pipework might be leaking, please contact our Customer Services team by emailing customerservicesops@seswater.co.uk or by phoning 01737 772000 option 2. We will send a member of our team to investigate. If there is a leak, you will be given details of how to get it fixed.
Alternatively, if you are concerned your internal pipework or appliances such as taps, showers or toilets may be leaking, you can request a free water saving visit. This can be booked by contacting our Customer Services team by emailing customerservicesops@seswater.co.uk or by phoning 01737 772000 option 2. We will take your details and then contact you to arrange a suitable time to visit your property and fit water saving devices, identify and, where possible, fix leaks on taps, toilets and showers for free.
What to do when you find you have a leak
- If you’ve had a Waste Water Notice, check the repair deadline.
- Check your household insurance as the repair might be covered.
- If you have a shared water supply, let your neighbours know they may have a shared responsibility to repair the leak, and tell them when the water supply is being turned off. At this stage you may want to think about having your own private supply pipes. Contact us to discuss options.
- Contact an approved plumber/contractor. You can find one via watersafe.org.uk or call 0333 207 9030.
- If you’re on a water meter, apply for a leak adjustment to cover the cost of the water wasted by the leak.
If you’re unsure about any of the above, then get in touch. We’d be happy to help you.
Leak adjustment
In some instances, we will amend bills after a leak has been detected on a metered supply.
More information about our Leak Assistance Scheme and Leak Allowance Policy can be found in our fact sheet and in our detailed Leak Assistance and Allowance Policy.
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