Have you received a Cartref pack?

As part of our Cartref scheme and our continued drive to reduce leakage across our network, we deploy a range of sensors on pipes and fittings in areas where we have seen indications of high useage.

These devices are fitted on both the network and on stop taps outside customers properties and allow us to identify what we call “points of interest” - sections of our network or properties that we believe may have a leak.

If our recordings show that a customer may have a leak on their supply, or within the property we will let them know and offer to arrange a suitable time to visit the property and do some simple checks.

If you have received the document shown on this page, this means that our sensors suggest that there is high usage in your property, and you could have a leak.

What’s next

We know that having a leak can be worrying – but we are here to help.

We’d like to make an appointment for one of our engineers to visit you to investigate the possible leak. The easiest way to get in touch with us is to click here. This will take you to our online enquiry form – enter your details and we will get in touch.

The appointment

Our engineer will arrive at the time and date that is convenient for you and will explain the reason for the visit and what they are going to do. We will carry out a few checks and if we come across a leaking tap or toilet, we may be able to fix this free of charge.

Where we are unable to support directly, we can provide advice and guidance.

All of this will be explained during the appointment.

What happens if I don’t make the appointment?

We will monitor the leak over the next 21 days. If the leak is not fixed within this time, we will be back in touch with you to discuss next steps.