Leakage allowances

Metered customers

If you have a leak and it has increased your bill, don't worry as typically you won't pay more than you usually do.

Normally we give a full allowance for water and sewerage charges once the leak has been repaired.

If we know that a leak has been repaired and we have the information we need, we'll make the allowance automatically.

If you think you are entitled to an allowance, you can apply by completing our online form or call 0345 600 3 600 (Monday to Friday, 8am to 8pm; Saturday 8am to 2pm).

Sewerage only customers

Your water may be supplied by Bristol Water or Bournemouth Water and your sewerage service from us. If your water company gives you an allowance for leaked water, we'll adjust your sewerage charges as well.

We'll still consider giving an allowance for your sewerage charges even if you don't get an allowance from your water company. We would need proof of the leak repair, such as the plumber's bill.

What you need to know

  • For leaks that you are responsible to fix, you must repair the leak within 28 days of our visit to qualify for the allowance, and you must claim the allowance within six months of the date of repair.
  • We calculate your allowance based on your normal usage. You won't have to pay your affected bill until we've done this. If you are a newly metered customer, we'll take readings after the leak has been repaired to work out your normal usage.
  • We'll backdate the allowance to a maximum of two years.
  • You can claim a maximum of 2 leak allowances for leaks inside your house.
  • If you ask for a second or subsequent allowance, we may ask you to show us that you are keeping a regular eye on your water supply, for example, by taking meter readings and dealing quickly with unexplained use.
  • We won't give you an allowance if the leak was caused by negligence by you or by someone acting on your behalf.