And we're happy to explain!
We really appreciate when our customers spot and report leaks.
Leaks are one of the biggest environmental wastes. So, if you spot a leak, check it has been reported on our Community Portal Leak Map.
If it hasn't been reported, please let us know about it, using the Leak Map.
We send one of our trained leakage technicians to the reported leak. This is to check where the leak is coming from.
Our technicians take water samples, which we test to see if the water is coming from one of our pipes.
If the sample results tell us the leak is from our water supply pipes, we arrange the repair.
If the water is murky, or standing, we believe it is caused by a blocked drain. We will ask our sewerage technicians to visit the site.
Leaks on private pipework are the owner's repsonsibility. We make sure to explain the actions the owner needs to take, so they can get the leak fixed as quickly as possible.
So, we now know there is a leak, we need to fix it, and we want to fix it as quickly as we can.
But, we can't just pull up paths and roads without careful planning and permission.
We work with councils and planning officers to make sure we can safely access the pipes. This can mean we need temporary traffic lights or even road closures.
The safety of our customers, the public and our crew is the most important thing we consider when planning our repairs.
Planning can take up to three weeks, and councils often give us a date we can begin the repair.
Yes, the step you've been waiting for!
We shut off the supply to the pipe that needs repaired.
Our teams will dig up the area around that pipe.
We replace the section of pipe that is leaking.
Our teams then fill the holes back in again.
Reinstatement is the word we use to say a pipe has been repaired, checked and put back to work.
The water supply will be turned back on, and the leak will be no more!