Water leak - Where do we stand

misskiti

Hi all,

Just after a bit of advice really. We moved into a new property and have previously noticed a leak on what we thought was our water meter (external to the property in the footway outside) which Severn Trent came out and fixed, job done we thought!

However we have now received a letter from Severn Trent saying they did a meter reading which was very high asking if we can think of any reason why and advising us to turn off the stop tap and check if the meter is turning. It also states that as they tried to ring us but didn't get us, they have billed us for the amount according to the meter reading.

I did a meter reading before and after work yesterday (about 10 hrs) and we had used 2500 litres!! I have reported this to Severn Trent and they are coming out to investigate next week. They told me to ring the billing team which I have, they informed me that the bill is for £1700 (I gasped!) and said I just need to keep the billing team "informed" regarding what the leakage people say when they come out.

Now our whole estate have had similar problems and the site manager says that Severn Trent sent a subcontractor to install the meters/pipes etc originally and he believes they did a very poor job.

Severn Trent have stated that they "may" help us repair the leak but it may be our responsibility. I do understand that legally we are responsible for the pipes from our house to the meter however I don't feel its my fault that they have appointed some awful subcontractors who can't be bothered to connect pipes properly in the first place. I am of the belief that as they have repaired pipes to other properties on our estate, that they will likely do ours too. However, i'd like to know where I stand if they don't.

Also the billing team just stated they have put a "note" on our account stating we have a leak. They didn't say they had put the bill on hold.

Any advice is greatly appreciated.

Thanks,

Cardew

What you surmise is essentially true.

You are legally responsible for any leak after the meter. However all water companies normally will repair any leak as a 'one-off goodwill gesture'.

That gesture might not apply if you had damaged the pipes yourself.

If the whole estate(I am assuming it is new build?) is suffering problems, you might be advised to check with the Building Control department of the local council, who could get the developers back to correct the problem.

macman

I think you mean 2,500 cu m, not litres.
2,500 litres is only 2.5 cu m-a couple of baths full.

Cardew

macman wrote: »

I think you mean 2,500 cu m, not litres.
2,500 litres is only 2.5 cu m-a couple of baths full.

The OP said 2,500 litres in 10 hours. So that would work out with Severn Trent at £15 a day.


A bath is about 150 litres to 200 litres

Buzby

Your right of remedy would be against the contractors, STW would indeed be entitled to their money, and would be relying on their goodwill to waive all or part of it.

Was the reading you took in those 10 hours with the stopcock off? There's is a good chance the leak is going to ground but if after the meter, remains your responsibility. Rather then not pay, make a gesture of what a typical property WOULD pay - ask your neighbour.

Depending on how long the pipes have been in the ground, a split caused by sub-zero temperatures would not be the contractor's responsibility.

mart.vader

Cardew wrote: »

You are legally responsible for any leak after the meter.
Unless the leak is after the meter, but before the pipe enters the OP's property. i.e. under the public or council footpath

However all water companies normally will repair any leak as a 'one-off goodwill gesture'.
Yes, except for Welsh Water, although I can't find STW's offer.

That gesture might not apply if you had damaged the pipes yourself.
I can't see that anyone is saying the OP damaged the pipes themselves

Buzby wrote: »

Your right of remedy would be against the contractors, No, the contractors were working for STW, so STW were responsible for the acts or omissions of their agents.

STW would indeed be entitled to their money, Possibly from their contractors, but not from the OP.
and would be relying on their goodwill to waive all or part of it. Not in the above circumstances and it's not just "goodwill" it's a recognised procedure common to most Water Companies

Was the reading you took in those 10 hours with the stopcock off? There's is a good chance the leak is going to ground but if after the meter, remains your responsibility. (see above ) Rather then not pay, make a gesture of what a typical property WOULD pay - ask your neighbour.
No, don't do that - ask for a "leak allowance form" from the Water Co, and wait until the Water Co have eliminated that the leak is on their part of the pipe.

Depending on how long the pipes have been in the ground, a split caused by sub-zero temperatures would not be the contractor's responsibility.

No, it would be the Water Cos responsibility for allowing their pipes to be buried at insufficient depth to avoid freezing damage - it's certainly not the OP's fault !

misskiti

Hi all,

Thanks for your responses all. ST have come around today and confirmed that yes indeed we do have a leak, and they are going to try and repair it. However, the leakage team who came today stated they had found some "contaminated land" so could not break the ground. They are going to raise a job with their street team and come and dig up the street (for the third time!) It was my OH who was at home as I couldnt get leave. I'm suspicious that the leak is on our land however rather than in the street so i'm not sure if this is going to fix the issue.

Cardew - It is a new development however it was Severn Trent's own appointed subcontractors who installed the pipes therefore I don't believe (and neither does the housing developer) that is the developers responsibility. There have been properties on the development who have stopped getting water to their houses as the subcontractor didn't join the pipes properly and they came apart! And our water bill isn't the highest in the street. The guys who turned up to our house today were apparently surprised by the number of water metres in the street that have had to be dug up (due to leaks).

Of course i'm willing to pay for the appropriate amount of water that we will have used and will say so.

I have to liaise between the leakage team and the billing team at Severn Trent as apparently they can not talk to each other and frankly i'm getting a bit annoyed by it all now! I think I shall make a formal complaint about the processes we have to go through to get it sorted because its certainly not customer friendly and its unnecessary stress that we could do without.

phsci

mart.vader wrote: »

However all water companies normally will repair any leak as a 'one-off goodwill gesture'.
Yes, except for Welsh Water.....

I believe Dŵr Cymru /Welsh Water will too: "As part of Dŵr Cymru Welsh Water's commitment to reducing leakage we will endeavour to repair one leak on your part of the underground service pipe, free of charge, within a three year period for the same property." http://welshwater.faq-help.com/?knowledgeWidget=ws4#
"Will you repair my leaking pipe free?"

Cardew

misskiti wrote: »

Cardew - It is a new development however it was Severn Trent's own appointed subcontractors who installed the pipes therefore I don't believe (and neither does the housing developer) that is the developers responsibility.

I understand what you are saying, and hopefully ST will take full responsibility for their sub-contractor.


However 'the buck' still stops with the estate developer. His contactor is Severn Trent and it is his(the developer) responsibility to ensure that ST meet their contractual obligations.


There should be no question of ST 'perhaps' making a goodwill repair. ST should be dealing with the developer!

mart.vader

phsci wrote: »

I believe Dŵr Cymru /Welsh Water will too: "As part of Dŵr Cymru Welsh Water's commitment to reducing leakage we will endeavour to repair one leak on your part of the underground service pipe, free of charge, within a three year period for the same property." http://welshwater.faq-help.com/?knowledgeWidget=ws4#
"Will you repair my leaking pipe free?"

Thanks, I thought Welsh water were the exception to the rule !