Frequently Asked Questions - Your Water Supply.
Q.Who do I contact if I have a problem with my drains or sewers?
A.As we are a water only company you should contact Severn Trent Water on 0800 783 4444 if you have a problem with the system e.g. Blocked drains or overflow.
If it is a billing related issue then you should call us on 0845 60 70 456 as we collect all charges on behalf of Severn Trent Water
Q.Am I responsible for checking for leaks?
A.Yes you are. If you are on a meter we recommend that you take regular meter readings to check for leakage. The best way of checking is to take 2 meter readings at different times when you know you are not using water at all, or you are going to use very small amounts e.g overnight, so take one reading last thing at night and then another first thing in the morning.
Q.How do I report a Leak?
A.During your normal daily activities should you discover a leak, you should contact your water company. Please bear in mind that someone else may not have reported the leak to us, which could result in us not being made aware until the leak has been running for some time.
You can either report this through using our Leak Report Form or alternatively by telephoning our Leakline number on 0800 243352.
Please note that if the leak is on the private supply pipe that serves a property, this is the responsibility of the property owner, in the same way they are responsible for plumbing repairs inside their property. Even though the leak may be on private pipework, the Company is committed to reducing water wastage and we still need to be made aware of leakage on private supply pipes. You may be eligible for some assistance from South Staffs Water. For further information, please contact our supply line on 0800 3891011.
Q.How long should it take South Staffs Water to repair a leak throughout the Company’s Area of Supply?
A.An initial visit will normally take place to determine the source of the leak and assess the repair to be undertaken. For each job an evaluation may need to be undertaken to determine if any special requirements are needed such as road closures or traffic management activities in accordance with the local highway authority requirements. These special requirements could cause a repair to take longer than otherwise would be the case. Priority is always given to major bursts on water mains which may be dangerous or cause severe disruption and/or supply interruption to our customers.
Q.What is water pressure?
A. Water pressure is measured by how quickly the water flows out of the tap and how high the water is forced upwards.
Q.What causes low water pressure?
A.For some customers the problem is caused by sharing the supply pipe from the water main, particularly if the shared properties use water at the same time. The problems can be made worse if the pipe is too small and/or in bad condition.
Pressure can also be affected by the height of your property compared to the reservoir or pumping station. If your property is at the top of a hill, you will experience lower pressure than if you are at the bottom of the hill.
In some cases, pressure problems are caused by leakage, damage or simply the age and condition of the pipework. For example, if your pipework is old and corroded, it will restrict the flow of water.You are responsible for the supply pipe from your property to the external Main Stop tap, which is generally located in the public footpath outside your home.
Low pressure can also be affected by a leak on the Company's water main or problems at a pumping station. If this is the case, you can be sure that we will resolve the situation as soon as possible.
If you continue to experience low water pressure and you have checked the condition of your pipework and for leakage, contact us on 0800 3891011 and we will investigate your concerns.
Q. What level of water pressure should I receive?
A.Under the regulations set by the Director General of Water Services, the minimum pressure we have to provide is 10 metres head at a flow rate of 9 litres per minute. This is for properties on a single supply and measured at the boundary of the property. This is normally defined as the Main Stop Tap in the footpath. If the pressure falls below 7 metres head for more than 1 hour twice in a 28 day period you are entitled to compensation. Click here to view our Guaranteed Standards of Service
Q. Who is responsible for the pipework supplying my property?
A.The Company is responsible for the water main and the communication pipe leading up to the boundary of your property.This is generally defined as the Main Stop Tap (MST) in the footpath.
It is your responsibility to maintain the supply pipe from the MST up to the first draw-off point in your home. If you rent your property the landlord is responsible for the pipework.
The majority of modern houses have a single supply. For older homes, however, the supply pipe may be shared with other properties. In these instances, the owners are jointly responsible for the supply pipe from the MST.
Q. I have a leak on my property and would like you to come and repair it today?
A.Unfortunately, we are not responsible for this pipework. Therefore, should your repair be an emergency we do have a list of recognised contractors who could undertake this type of work upon your instruction. Should you wish to obtain details of these contractors please contact our supply line on 0800 3891011.
Q. The Main Stop Tap (MST) on the footpath is broken and I need to use water to carry out repairs on my property. When will you fix it?
A.The MST, generally located on the footpath, is the property of South Staffordshire Water. If the repairs on your premises are urgent, an emergency shut off can be arranged while your repair work is carried out. If you need to use the MST for planned work on your premises, however, work on our MST has to be programmed in order of priority along with our other essential maintenance work. Repair work for an MST will be scheduled after all other emergency work and essential maintenance work on South Staffordshire Water mains has been carried out.
Q. My water has been shut off without prior notification. Am I entitled to compensation?
A.Click here to view our Guaranteed Standards of Service
Related Links
Assistance for Domestic Dwellings|Water Pressure|
Home Emergencies|
Separation of Supply|