We want to do everything we can to encourage our customers to detect and repair leaks as quickly as possible. This helps us to reduce leakage and for you to potentially save money. Follow a handful of easy steps to see if you have a leak within your property boundary.
Checking for leaks
Sometimes leaks occur and this can be due to the age of the pipe, a weakness in the pipe, leaking fittings or joints and movement in the ground.
If your pipe has burst, don’t panic.
- Try to find where the burst is - and turn off the supply by turning the stop tap clockwise.
- Open all taps to reduce flooding.
- Soak up or block off escaping water with thick towels
- Turn off your electrics: if the water is near anything electrical - including lights, sockets or appliances - don’t touch them. Electrical wiring damaged by water can be very dangerous and you’ll probably need to call a professional to repair damage.
- Call a registered plumber - if you need help to repair a burst pipe, contact a Watersafe-assured plumber.
Pipework Ownership & Responsibility
We own the pipes that run up to the street boundary and we will always repair them as quickly as possible.
Between the street boundary and your internal stop tap is the private supply pipe. Although the pipe belongs to the property owner we will offer a free repair where possible.
All internal pipework and fittings inside the property are the owner’s responsibility to repair.
If you notice a leak or think you have one near your property, please contact us on 0800 052 0130 (24 hours a day, 7 days a week).
Sometimes a private water supply pipe can provide water to several properties, if we find your water pipe is shared we’ll discuss all options on how to repair it with you when we visit. You may be interested in having your own separate water pipe installed, which we would always recommend.
A private supply pipe can be quite long and cross someone else’s property boundary. If your supply pipe runs across your neighbours' boundaries then you are also responsible for this part of the pipe.
Our Leak Support Scheme is only available for customers who own and occupy their property and is not available to properties that are rented to a third-party or business properties.
You may be entitled to support via our Leak Support Scheme which includes:
- A financial contribution towards a repair.
- A financial contribution towards a new supply pipe, with a free reconnection or new connection to our main, if you are on a joint supply.
All payments are made on confirmation by Welsh Water that the leak has been repaired, and the supply is considered “leak free”. This is a one-off payment per supply pipe, and we will require proof of payment, so please keep any relevant receipts and invoices.
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