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Frozen Pipes

Every winter, hundreds of litres of water are wasted when frozen pipes burst. Repairs can be expensive and stressful, but you can avoid them by following some of these simple tips:

  • Know where your main stop valve is - this enables you to turn off the water supply to your house. Usually, you can find it under the sink or in the garage where the mains supply enters the property. If you can't find it, contact a plumber
  • Keep rooms that may not be used that often heated at the lowest settings. This will prevent your pipes and tanks from freezing
  • Make sure your cold-water tank and pipes are properly insulated - you could save money on your energy bills too!
  • Repair dripping taps and faulty washers
  • If you're going to be away for a short time, leave your central heating on a low setting to prevent your pipes from freezing
  • Have the name and phone number of a reputable plumber on hand

What to do if you have a burst pipe

  • Shut off the water at the main stop valve
  • Turn off your central heating to prevent damage, or an explosion
  • Open all taps to drain water from the pipes
  • Contact a plumber



We are bound by law to prevent water wastage caused by leaks on our network and ensure that our systems are as efficient as possible.

Targeting leaks helps us to conserve water, minimise impact on the environment, reduce our costs and keep your charges down.

Our infrastructure uses the latest technology and is designed to prevent leaks, but it is still possible for them to develop. If you spot a leak, call us straight away on 02920 028 711. This line is open 24 hours a day, seven days a week.

For more information on leaks, please see our Code of Practice on Leakage for Domestic Customers.

How To Spot A Leak

Signs of a leak include:

  • Higher-than-usual meter readings
  • Damp patches around your property
  • Areas in your garden where plants continue to grow through a dry spell
  • Loss of water pressure
  • The sound of running water in your property when none is being used

If you suspect a leak, make sure all taps are turned off and any other appliances or central-heating systems aren't using any water. Watch your meter dials to see if they move, or take a meter reading and check again after an hour. If the second reading is higher than the first, you may have a leak.

Repairing A Leak

If you find a leak on your property, call us on 02920 028 711 straight away. If the leak is anywhere within your property boundary, you are responsible for repairing it.

However, in cases where the leak is on your service pipe, we may be able to help.

We provide a leakage protection service free of charge for the first hour on the first occurrence of a suspected leak. Each subsequent hour will be charged at our standard hourly rate (see your area's charges scheme for more information). You can also hire a plumber or a contractor to find the leak.

If a leak occurs within 12 months from when the water supply was first installed in your property, you may be covered by the utility infrastructure provider's guarantee, and any defects could be repaired at their cost. To find out if this is the case, ring us on 02920 028 711 and one of our Customer Service team will be happy to help.

Please note that our detection and repair services are not 24-hour emergency services. In the event of an urgent leak, please contact a reputable plumber.