What to do if there is a leak outside your property

This guide explains what to do if you have a leak outside your property but on your land and how to claim a leak allowance once it has been repaired.

A leak right outside your property is most likely on your private supply pipe. You are responsible for getting leaks on this pipe repaired.

Although you are responsible, we are here to help if you need support.

1. Contact your insurer or landlord

You should contact your insurer or landlord, depending on whether you own or rent the property.

2. Find a plumber or private contractor

It’s important to use a qualified professional to ensure the leak is repaired correctly. A trained expert will also carry out vital safety checks, such as checking for electrical earthing.

They will also be able to tell you whether your pipework is shared with a neighbour. If you share pipework, you should agree the repair with your neighbours and share the cost.

We recommend using someone who is a member of an Approved Contractors’ Scheme, such as WaterSafe Register.

You can use WaterSafe Register to find an approved plumber or private contractor in your area.

3. Take meter readings

Once the leak has been repaired, you will need to take meter readings if you would like to claim a leak allowance.

You will need to take a reading straight after the repair and another one two weeks after the first reading. We will use these readings to calculate your allowance.

If you cannot read or access your meter, please contact us. We can send someone to take the readings for you.

4. Apply for a leak allowance

You can now apply for a leak allowance.

To qualify for an allowance, you must:

  • have a water meter
  • claim the allowance within six months of the date of repair
  • not have caused the leak through negligence, either directly or by someone acting on your behalf.

External leaks must also be repaired within 28 days of receiving a Private Leakage Notification from us.

If you need help with a leak

You can call us if you need help or have any questions.

We can help by:

  • confirming where the leak is if you’re unsure
  • providing you with advice on next steps
  • guiding you through the leak allowance process.

If you receive additional support from us

If you’re registered for Priority Services, you may be eligible for extra support with leaks, depending on your circumstances.

We may also be able to help if you already receive support from us to pay your water bill.

Please call us to find the best solution for you.