Northumbrian Water Email Help Please

clearancer

I moved house July 2020. January 2021 got my first “bill” from Northumbrian Water for £290. That’s for 6 months. Two people. They’re not taking phone calls so I had to speak to them on messenger. 123m3 water used. The first check Northumbrian Water told me to do is to take a meter reading every day at the same time for 7 days. I've was unable to do this. The meter is under a load of murky water! Technician came. Tested the system. Said there is a leak OUTSIDE my property. Not to worry. Not my responsibility. But today I got an email (pasted below):

"I am writing to you following our Technicians visit on 08/02/2021.

It was confirmed on the day that there is a leak between your external stop tap and the meter. Our next step would normally be a Gas Van visit to double check that there are no leaks or faults with any of our equipment. Due to the recent weather as well as the ongoing changes in our safety measures that we have put in place due to Covid-19, it is taking us longer than normal to carry out all of our normal visits. This means that we are prioritising out workloads and as a result are temporarily pausing some of our visits, including Gas Vans.

 We will continuously be reviewing this to see if we are able to resume these visits.

 We know this may be a worrying time for you and want to avoid delays in the leak being repaired so that there isn’t further increases to your bills or any damage to your property. The most likely outcome of the gas visit will be that there is a leak somewhere on your supply rather than our responsibility. If you were wanting to progress with the repair of the leak in the meantime and not wait for our visit, that is absolutely fine. You could contact a local plumber or contact your insurance that covers your water pipes who would be able to help you with leak detection and the repair.  Local approved plumbers can be found through the Watersafe website:www.watersafe.org.uk .

 Once the leak is repaired you can provide the repair details by completing our online form:

https://www.nwl.co.uk/help/leak-allowance/.

 With these details we will then be able to look in to apply an allowance to cover the water that has been lost due to the leak which will be credited to your account.

 If you would prefer to wait and see if we are able to visit, we will keep in contact with you to provide updates. I will provide a further update regardless of whether there has been a change, no later than 01/04/2021."

I don't know what to do now. How can a water leak OUTSIDE my house be my responsibility? Can anyone help?

matelodave

You are responsible for all the pipework between the meter and your house so if there's a leak between it an you house then you or your landlord are responsible for getting it fixed and paying for any water that's been lost.

It's pretty easy to check if you've got a leak. Turn off the internal stop valve and read the meter, then go back a hour or so later to see if it;s incremented. Use a cup or something to bales it out so you can read it unless it's coming in so fast you cant empty the chamber.

This might help you understand your obligations https://www.thameswater.co.uk/media-library/home/about-us/governance/our-policies/codes-of-practice/leakage-code-of-practice.pdf. 

Some water companies will fix it for free but other's wont. Be aware that you can be served with a notice to get it fixed within a couple of weeks. Check to see if it's covered under either your house or building insurance otherwise you can end up with a pretty stiff bill.

clearancer

I googled external stop tap and I thought that was OUTSIDE my property boundary. Why was I not told to check water when I bought the house? Solicitor got me to check electrics and gas. No mention of water meter and my responsibility. I’d make sure my insurance covered it if I’d known. It’s leasehold. Does that matter? 

Cardew

clearancer said:

I googled external stop tap and I thought that was OUTSIDE my property boundary. Why was I not told to check water when I bought the house? Solicitor got me to check electrics and gas. No mention of water meter and my responsibility. I’d make sure my insurance covered it if I’d known. It’s leasehold. Does that matter?

You need to read your lease, but I suspect there is a chance the you are not responsible for the repair. Especially as it probable the leak existed before you occupied the house.

clearancer

Sorted! The water meter was busted!!! Pipes had broken or bent or corroded, they didn’t really explain. Not on my property so not my problem. I got an enormous cash apology (£20).