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 dependent 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.