Supply pipes FAQs

Who's responsible for the water pipes in my garden?

We’re responsible for the underground pipes that carry water up to the boundary of your property - normally where it meets the footpath.

Property owners are responsible for:

The supply pipe from the boundary to your property.
All stop taps in your garden or inside your house.
All of the plumbing inside the house.

Find out more about pipe responsibility.

Who's responsible for fixing a leak on a shared supply?

If there is a leak on your property you’ll want to get it fixed as quickly and as easily as possible. If left unattended, leaking water can also cause flooding and ground movement.

You may share your supply pipe with your neighbours. This is common if you live in a terraced property or a flat.

Who's responsible?

Find out who’s responsibility it is to fix the problem.

We understand that because the supply pipe is shared between other properties this can often require a degree of co-operation and agreement between neighbours and fixing it may involve accessing a property which is not directly responsible for the pipe.

Find out who's responsible.

What can you do?

The pipe that supplies your fresh water is vital to any home and we want to help you keep it in tip top condition.

If the supply pipe is over 30 years old we recommend you consider having it replaced.

Meet with your neighbours

Organising a meeting with your neighbours will ensure everyone is aware of the issue and help you identify which properties are responsible for getting the leak fixed.

Check if you have insurance cover

It may be you have cover for your water supply pipe, for example through a company such as HomeServe.

Fix the leak privately

If the insurance doesn’t cover leaks you will have to fix the leak privately. We can supply a list of approved plumbers and contractors who’ll be able to provide a quote.

If you are still unsure if your supply is shared or who has responsibility for fixing it please contact us.

Who's responsible for the supply pipe if the property is rented?

It’s the landlord’s responsibility to repair the supply pipe and carry out property maintenance.

Tenants are responsible for passing on any information that will assist the leak in being repaired without delay.

If you have a leasehold on a property it is your responsibility to check the leasehold agreement to determine who has responsibility for repair and maintenance and advise us. Failure to do so may result in a bill being issued to the property owner for any works undertaken.

Can I get help with a leak on my supply pipe?

The water pipe which runs between the boundary of your property to your home is usually your responsibility. But don’t worry, we’re here to help you find the right solution to getting any leaks fixed as quickly and effectively as possible.

Please get in touch as soon as you think there’s a leak on your property. We’ll come along, identify if there is and if you’re there we’ll talk through the details with you.

Read more about assisted pipe repairs.

Can I claim a leakage allowance?

Metered properties

If water leaking from your supply pipe is recorded through your meter you will be billed for it.

If you are a household customer we may consider granting you an allowance to cover the cost of the extra water providing that work to repair the leak is undertaken within 30 days.
The adjustment will be based on refunding the cost of the additional water that has passed through the meter as a result of your leak, compared to past consumption.

Where there is no record of past consumption, the adjustment will be based upon typical usage for a property of a similar type. This charge may be further adjusted if your subsequent actual usage is significantly different.

The leakage allowance is usually applied to one billing period only. If the excess water did not drain into a public sewer, we will grant a 100% allowance on excess sewerage charges for the same period.

You must submit your claim within 12 months of any works being undertaken.

You will be advised of any adjustment within 10 working days of a claim being received by us.
If work to repair the leak is delayed we will reduce the allowance to a maximum of 50%. We will not make any adjustment where the leak has been caused through negligence of the customer/property owner.

We will not be responsible for any loss, damage or any associated costs/expenses resulting from any escaped water from the supply pipe or fittings at the property.

Please contact us for a claim form.

Unmetered properties

If your property is unmetered a leak from your supply pipe will have had no impact on your bill, so no leak allowance will be granted.

How do I claim a leakage allowance?

Metered properties

If you are a household customer and your supply pipe is leaking, we may consider granting you an allowance to cover the cost of the extra water, providing that work to repair the leak is undertaken within 30 days.

The adjustment will be based on refunding the cost of the additional water that has passed through the meter as a result of your leak, compared to past consumption.

Where there is no record of past consumption, the adjustment will be based upon typical usage for a property of a similar type. This charge may be adjusted if your subsequent actual usage is significantly different.

The leakage allowance is usually only applied to one billing period. If the excess water did not drain into a public sewer, we will grant a 100% allowance on excess sewerage charges for the same period.

You must submit your claim within 12 months of any works being undertaken.

You will be advised of any adjustment within 10 working days of a claim being received by us.
If work to repair the leak is delayed we will reduce the allowance to a maximum of 50%. We will not make any adjustment where the leak has been caused through negligence of the
customer/property owner.

Please note:
We will not be responsible for any loss, damage or any associated costs/expenses resulting from any escaped water from the supply pipe or fittings at the property.

Full details can be found in our Code of Practice on Leakage

Please contact us for a claim form.

Unmetered properties

If your property is unmetered a leak from your supply pipe will have had no impact on your bill, so no leak allowance will be granted.

What happens if I have lead pipes?

The water leaving our treatment works and travelling along our network of pipes is virtually lead-free.

Where lead is found in tap water, the cause is usually from lead pipework supplying the house or used for internal plumbing. Until the 1960's lead was the preferred material for pipework.

If you have a lead supply pipe or internal lead plumbing a small amount of lead may dissolve into your supply.

If you suspect that you have lead pipes, then please contact us and we will be happy to check the lead content of your tap water.

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