How we fix leaks on our pipework
Learn about how we fix leaks on our pipework after they are reported to us.
1. After a leak gets reported
You’ll be given a job tracker reference to quote if you need to contact us so that we can find your details quickly.
We will also update our work in your area map to show the leak has been reported.
If we receive multiple reports of the same leak, only the initial report will remain active. All other reports will be closed to prevent duplication.
2. Investigating the leak
We send inspectors to investigate all reported leaks, but to protect as much water as possible, we prioritise our response based on the severity of the leak.
We aim to send an inspector immediately to leaks that:
- pose a risk to public safety
- could cause flooding
- interrupt water supplies
For smaller leaks, such as trickles or damp patches, or during periods of extreme weather when leak reports are higher than usual, we'll contact you within five working days to advise you of the next steps.
By prioritising the most significant leaks first, we can help reduce water loss, protect customers and communities and minimise disruption to our network.
3. Planning the repair
Repair planning usually takes place within 24 hours of our investigation.
There are many factors to consider when planning a leak repair, such as:
4. Repairing the leak
On the day of the work, we will set up a safe working area. Road closures or temporary traffic lights may also be put in place.
Our team will be in high-vis jackets and carry ID. If you have any questions or need help accessing your property, please ask the team. They will be happy to help.
We will then excavate the affected area and repair the leak.
5. Reinstating the area
Once the leak has been repaired, we will permanently reinstate the area. This can involve resurfacing roads or pavements and cleaning the area.
We usually fully or partially reinstate the area on the same or next working day. We sometimes must return another day to finish the job.
If you are impacted by a leak repair
If repair work is likely to interrupt your water supply, we'll contact you to explain what's happening, why the work is needed and how long we expect it to take.
While we always aim to complete repairs within the estimated timeframe, this isn't always possible.
Unexpected challenges can happen during repair work, particularly with more complex leaks.
If plans change or repairs take longer than expected, we'll do our best to keep you updated and informed throughout the process.
For urgent repairs, we will contact affected customers by mobile or landline.