Leakage advice for business customers

Find out who to contact if you have spotted a water leak, how to check for leaks, and how to apply for an allowance.

Who is responsible for fixing water leaks?

Wholesalers (regional water companies) and businesses (you) are responsible for different sections of pipework.

There are four different types of pipework:

  • water mains - these are usually laid underneath roads and highways
  • communication pipes - these carry water from the water main to the boundary of your premises
  • supply pipes - these carry water from the communication pipe into your property
  • internal pipework - these can be found inside your premises.

We are responsible for maintaining water mains and communication pipes (in most cases). If you suspect there is a leak on either of these types of pipes, please call us on call us on 0345 600 4 600 (24 hours).

You are responsible for maintaining supply pipes and internal pipework. If you suspect there is a leak on either of these types of pipes, please contact a qualified plumber.

How to perform a leak test

Please carry out the following checks to see if you have a leak. You can also download a copy of this test.

How to apply for a leak allowance

To apply for a leak allowance, you will need to contact your water retailer who will pass your claim on to us.

To be eligible: 

  • we must supply you with water
  • your premises must have a water meter
  • the leak must be repaired within 30 days of being identified
  • the leak must have occurred on underground pipework
  • you will not have received an allowance within the last 12 months
  • you must supply evidence of a leak repair, such as a photo or an invoice for parts or labour.

We also offer an allowance for sewage leaks. To be eligible, we must provide your sewerage services. 

View our non-household leak allowance policy to find out how the allowance is calculated and awarded.