What happens when you report a leak

The easiest way to report a leak is using our online leak form. Simply fill in the form and we'll do the rest.

You can also ring our leak-line on 0800 526337 or contact us on Facebook and Twitter.

Fixing leaks isn't always straight forward and we often need to talk to other people to get permission and make arrangements to do the repairs. We know it can be frustrating when you see a leak you have already reported still running and we promise we haven't forgotten. We are doing everything we can behind the scenes to get it fixed as quickly as we can.

The following steps show what happens once you have contacted us and how long it takes us to deal with most leaks. If a leak is causing severe flooding, damage or posing a risk to people or homes, we will follow our emergency process to fix the leak.

Step 1

The information you give about the leak is recorded, and we send one of our leakage technicians to the leak location within 1 to 5 days, depending on the severity and location of the leak. We then check if the leak is on our pipes, and if it is, we schedule a repair.

Step 2

Sometimes the leak is not our responsibility to repair, and may be on private pipework. We will advise the owner and agree a date that the leak should be repaired by. Sometimes there is no leak found as the water can be surface water or due to a drainage issue. You can get email updates on reported leaks on the leak map.

Step 3

Our pipes run under roads and footpaths, so we often need permission from local councils before we can start digging. To ensure the safety of road users, pedestrians and our crews, we may need to use temporary traffic lights or divert traffic to carry out the repair. In these cases, the council will carry out an assessment and, if they feel there is already too much work going on in the area, they will give us a date when we can return to fix the leak. This means we may not be able to repair the leak for up to 21 days.

Step 4

One of our repair crews will visit the site and dig down in the road or footpath to repair the leak. Barriers will be put up to ensure everyone’s safety whilst we carry out the repair. Once the leak is fixed, the crew will organise for their colleagues to reinstate the area.

Step 5

We will fill in the hole to permanently repair the road or footpath. Sometimes we use a temporary repair, but will return to make it permanent within 5 days of the leak being fixed.

THESE TIME FRAMES ARE FOR GUIDANCE ONLY. WE TRY TO FIX LEAKS AS SOON AS WE CAN, BUT SOME REPAIRS CAN TAKE LONGER AN WILL DEPEND ON THE NUMBER OF LEAKS WE NEED TO FIX AND THE COUNCIL APPROVAL WE NEED BEFORE WE CAN START WORKING ON SITE.

Our top priority is to make sure everyone has water to their taps and we may need to reschedule leak repairs to deal with emergency work.