Dealing with water leaks

All the information you need for finding and managing a leak.

Why do leaks happen?

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.

We look after over 27,500km of Water Mains across Wales and Parts of England – that’s enough pipe to reach from Cardiff to Sydney and half way back again! This also doesn’t include the communication pipes, or service pipes which supply your homes.

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.

Problem on our network?

We aim to investigate and repair leaks as quickly as possible. This isn’t always immediate and a because a number of factors influence how quickly we can get leaks resolved;

What you can expect of us

We always fix leaks as quickly as we can. It isn’t always straight forward, and we know it’s frustrating to have reported a leak and not see it repaired immediately, but there are generally very good reasons for why we haven’t fixed it yet.

The following steps outline what will happen once you have contacted us and how long it usually takes us to deal with most leaks; but please be aware that our timeline is for guidance and could be subject to amendment due to emergency work or environmental conditions.

If there’s a problem on our network, here’s what to expect and how long it could take to fix.

Leakage Responsibility

Report a leak

Report a Leak


Easily report a leak using our online form.

Report online