Free repair service
Leaks on private supply pipes
Leak detection is not an exact science. It relies on the skill of the operative along with the use of technology to pinpoint the sound a leak makes as pressurised water escapes from the pipe. This can be influenced by many factors, including traffic noise, type of pipe, earlier repairs on the pipe, the electrical 'hum' generated by streetlights and electricity sub-stations, or changes in the road layout.
We do not solely rely on customers bringing potential leakage to our attention; we have a Leakage Operations Unit who locate hidden leakage throughout our supply area. This includes leakages on our water mains, communication pipes and fittings. Any suspected leaks that may be present on customers' private supply pipes will also be identified for further investigation.
Should we suspect a leak on a private supply pipe, we will issue you with a Defective Fittings Notice (DFN) bringing the leak to your attention together with an information pack. This notice advises that you have 14 days in which to repair the leak. Should you fail to repair the leak or replace the pipework within this time, we will repair the leak on your behalf and issue you with a bill for all associated costs.
- Is there any help I can get if I have a leak at my home?
- Yes, there may be. We operate a 'Once Only' Free Repair Service for domestic only properties. You could qualify for a 'Once Only' repair or, alternatively, a £300.00 contribution towards replacement of this pipework under certain conditions. The scheme applies per property not customer. In order to qualify the property must not have benefited from the previous free repair service or contribution based scheme we have offered since 1997. We will issue a Defective Fittings Notice advising you of the leak and, should you qualify, we will provide details of the scheme and an agreement form for completion. There are conditions that apply:
Conditions of our Free Repair Service:
- The detection and pinpointing of a leak is undertaken by our contractors at the time of the repair and is included as part of our Free Repair Service. However, a separate free detection service is not offered for customers who have repairs undertaken using insurance policies or for customers not eligible for a Free Repair. Water rising to the surface does not necessarily mean the leak is located at this point. Leak detection is not an exact science and it is not always possible to locate some leaks using listening devices alone. In some circumstances, we need to use specialist equipment to trace the exact location of the leak.
- We will only undertake a temporary reinstatement and make safe. It is the customer's responsibility to permanently reinstate any affected areas at their own cost. We do not accept any liability for replanting/landscaping garden areas including reinstatement of special surfaces such as printed concrete, coloured bitumastics and/or block paving.
- Free repairs are restricted to single supply pipes up to 20 metres in length and up to 32mm in diameter. On shared supplies, the length of the pipe may not be restricted. However, a restriction of 63mm in diameter will be applied.
- Excavations will be limited to 1 x 3 metre length or three separate trial holes of 1 metre in length each to locate and repair the burst.
- Any repair work is guaranteed for a 12 month period.
- If the leak is located underneath a building/structure, you will not qualify for a free repair. However, you will not be charged for the investigation work undertaken to determine the location of the leak. If we have not incurred considerable expense in the process of confirming the location of leak, then we may consider contributing an allowance towards the cost of re-routing the supply pipe to eliminate the leak. This would then be deemed as your free repair and, as such, no further assistance would be permitted.
- If repair process shows the leak is located internally in the property, this will not be covered under the Free Repair Service and it will be the customer's responsibility to ensure this is rectified. No financial assistance will be given by us.
- We have the right to withdraw the Free Repair Service at any time if we are incurring excessive charges that are deemed unreasonable for a Free Repair.
- The Free Repair Service is not an emergency service and any visits and repairs will be carried out during normal working hours. Should the customer feel that the repair is an emergency they have the option of employing the services of a contractor/plumber of their own choice and they will be responsible for any associated costs.
- The property must be a private domestic dwelling.
- You agree to be bound by the conditions of the Free Repair Scheme.
- Metered Properties: A "Once Only" leakage allowance is also available dependant on the leak/fault being repaired/rectified. We will allow a maximum of 30 days for works to be undertaken in order to qualify for an allowance.
- We are unable to guarantee that, as a result of the Free Repair, the existing supply pipe will be free from further defects or leakage. Should any further associated problems occur there will be no further entitlement under our Scheme and any defects must be repaired at the customer's own cost.
- The Customer accepts that under the Scheme we will only undertake a repair on the private underground pipework in conjunction with the conditions of the Scheme. We are under no obligation to repair or alter any pipework or fittings, specifically excluding internal private pipework.
- For any leak that occurs on private pipework, including the supply pipe, 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.
As an alternative to opting for our Free Repair Service, we will provide a 'Once Only' Contribution towards the costs of a full replacement of the private supply pipe. If you are eligible for our 'Once Only' Free Repair Service/Contribution, we will issue information to the customer together with details of our recognised contractors who would be able to undertake such work and provide quotations.
It is important to note that, if the supply pipe to your property has never been replaced, it may be prudent for you to insure your supply pipe against possible leakage in the future or alternatively you may wish to consider relaying the pipework.
We recommend that you use a recognised contractor or plumber to carry out work on your behalf. Should you choose to employ one of these contractors, you are entering into an agreement directly with them and we are not responsible for their service or any other associated problems. We hold details of contractors and plumbers within our area. Please contact our Supply Line on
0800 389 10 11.
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