Water meter leak

Skye_0505

Hi

Our water meter is showing a leak. We ended up hiring a leak detection specialist to locate the source of the leak. They identified that it is right next to the water meter, underneath the pavement.

As this is outside the legal boundary of our property, I understand that it is for Thames Water to fix - i.e. we are only responsible for the parts of the pipe that are inside our legal boundary.

I have informed Thames Water and shared the report which shows the location of the leak. I am still waiting for their response. In the meantime, they have sent me a bill for very high water usage as my meter is recording the leaking water. The bill was paid by amounts already collected under direct debit.

Does anyone know:

• How quickly Thames Water have to deal with the leak?
• What will happen for future bills while the leak is still ongoing? I’ve cancelled my direct debit now since I don’t want to pay for water I’m not using. Can I refuse to pay until they resolve the issue?
• Will I be able to get my money back for the amounts they’ve overcharged me to date?
• Is it reasonable to ask Thames Water to reimburse me for the cost of the leak detection specialist?

Thanks in advance for your help!

MattMattMattUK

https://forums.moneysavingexpert.com/discussion/6657230/water-meter-leak

https://www.thameswater.co.uk/help/water-and-waste-help/leaks/pipe-responsibility

https://www.ofwat.gov.uk/households/supply-and-standards/supply-pipes/

There is no how quickly they have to deal with the leak, as it is their responsibly they will want to as soon as practical, but as it is under a pavement they will need a permit first, which depending on the particular road, level of work etc. may take a while. This is almost always within four weeks and often much quicker, but it does depend.

What is your normal billing cycle with Thames Water? Monthly, quarterly, twice a year? Cancelling your Direct Debit and not paying might lead to a missed payment marker, so it would make far more sense to speak to them and ask them to put things on hold temporarily. You cannot refuse to pay without impact, but equally they are usually very good at resolving these issues.

Once the leak has been resolved they will rebill based on assessed charges.

You can ask, they might say yes, they might say no. Whilst they are required to fix the pipe I am not sure if they are responsible for the detection cost in this instance.

IOWJJBTM2025

I assume that the leak is constant. A suggestion would be to to take photos of the meter when no water is being used in the house. If you can get a few hours between the photos you could then give the evidence that the leak rate is ??? litres per day. Armed with this evidence you can request x days of water at ??? Litres per day. Write to them and state that you will require compensating for this. It is up to them to fix as soon as possible and be on the understanding that you are not paying for the leak that they are responsible for.

Why not give them the investigation bill. If they had come out and found the leak on your property they would be giving you a bill.

Ms_Chocaholic

You can claim on your home insurance for loss of water if this is an option but you probably have an excess to pay if you do it this way.

Alternatively Thames Water have a leak allowance that you can claim, see here

https://www.thameswater.co.uk/help/water-and-waste-help/leaks/leaks-at-home/leak-allowance

Did they not notify you that you may have a leak when your bills significantly increased?

Ms_Chocaholic

In terms of asking Thames Water to cover the cost of the leak detection specialist, did the specialist give a reason for the leak, ie poor workmanship. Have you had any work done recently to your drive or a dropped kerb installed that could have caused the problem.

Ms_Chocaholic

https://forums.moneysavingexpert.com/discussion/comment/81902445#Comment_81902445

In terms of a permit, I don't think that is necessary as long as they are WIAPS approved then they can work on the highway and I'm sure Thames Water would have WIAPS accreditation.

Skye_0505

https://forums.moneysavingexpert.com/discussion/comment/81903024#Comment_81903024

We haven’t had any work done. The specialist didn’t give a reason but he couldn’t see the leak - just used gas in the pipes to detect where the water is escaping. There’s no actual signs of the leak which is why we had to get a specialist in as we couldn’t find it. I’m guessing it’s an old pipe under the pavement.

Skye_0505

https://forums.moneysavingexpert.com/discussion/comment/81903021#Comment_81903021

They did and I informed Thames Water I thought it was a faulty meter as the usage was very high c. 900 litres a day and there were no signs of that amount of water leaking anywhere in my flat. However they told me that they had investigated the meter and it was working fine. Therefore the only explanation was that there was a leak on my property, which is why I hired someone to locate the leak. The situation has been going on for more than 4 weeks so I don’t think that I can claim the leak allowance.

I will check my home insurance cover though - thanks

Skye_0505

https://forums.moneysavingexpert.com/discussion/comment/81902552#Comment_81902552

I am on 6 monthly billing so hopefully can resolve it before my next bill.

Ms_Chocaholic

https://forums.moneysavingexpert.com/discussion/comment/81903674#Comment_81903674

When you say flat, is it a shared meter on the pavement and you each have your own individual meters inside your flats.

Skye_0505

https://forums.moneysavingexpert.com/discussion/comment/81904178#Comment_81904178

Each flat has its own water meter on the pavement.