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Incident

If you find a leak on your property, it is important to get in touch with us on 02920 028 711 as soon as possible and let us know. If the leak is anywhere within your property boundary you are responsible for repairing it. We do offer a free leak detection service (only available during normal working hours) where we will take appropriate action to do all we can in assisting you to identify the leak or the source of the problem.

Where your leak is identified as being on your service pipe, we will repair or replace free of charge providing it is accessible and does not pass under any structure. We will aim to make the repair within 7 days.

There is no limit to the number of repairs we will carry out. However, where appropriate, we will replace the pipe rather than repair it. When we reinstate the area directly affected by the repair, following completion of the work, we will attempt to match its previous condition.

Please note that:

  • This offer applies to leaks from the service pipe only. It does not apply where the pipe is found to be leaking underneath a building or permanent structure or if the service pipe is not readily accessible. Any leaks inside or underneath your property are your responsibility.
  • You can arrange to have any repair or replacement work done privately. However, we will not reimburse these costs if the leak occurs within twelve months of the date that the water supply was first installed to the property by the builder on your site, you may be covered by their guarantee and any defects should be repaired at their cost.

To find out whether this is the case, please call us on 02920 028 711.

The detection or the repair services are not available as a 24-hour emergency service. Outside of normal working hours you will need to contact a reputable plumber. These can be found in the Yellow Pages.