Leak repairs

Before you jump to the conclusion that you have a private leak

You may not have expected a higher than usual water bill, so you'll no doubt be wondering what could have caused this spike. A higher than usual bill could be the result of a number of things, but the best place to start is by looking at your latest bill. We recommend you consider the following three scenarios for your higher than usual bill before checking for a leak. If you rule out scenarios 1-3, then please proceed to our advice on how to check for a leak.
Higher than usual bill? Is this a catch-up bill?

Step 1: Is this a catch-up bill?

If you've had a number of estimated bills in a row and this is your first actual read in some time, that could explain why your bill is higher than usual. On your invoice, estimated meter reads are shown on the 'billed usage history' graph with an E, whereas actual reads are indicated with an A. You should expect a pattern of one estimate followed by one actual meter read.

If this does not appear to be a catchup bill, proceed to step 2.
Higher than usual bill? Are more people living in your home?

Step 2: Has your water usage changed?

Your bill may be higher if you have extra people living in your home, it's summer, or you've been using more appliances.

More people or greater use of appliances will often lead to a higher bill.

Click here if you'd like to get a free water audit, thanks to EcoMatters. For more on this step, click here or proceed to step 3.

Higher than usual bill? Could your meter have been misread?

Step 3: Has your meter been read correctly?

Although we take every precaution, we may have read your meter incorrectly. To check if this has happened, you will need to read your meter. Water meters are usually located near or just outside your property boundary. They are in a box made of wood, plastic, concrete or metal. Find and read your meter.

If the meter reading seems right, you may have a leak. If you haven't already checked for a leak, click here to find out how.

Do you think you have a leak?

If you've ruled out steps 1-3, you may have a water leak on your property.  Responsibility for fixing a leak depends on whether the leak is in our pipes or yours. The exact location where responsibility passes from us to you is known as the point of supply. Learn more and view diagrams

Your responsibility

If the leak is on your side of the point of supply, it is probably a fault within your own supply pipe. You will need to get the leak fixed – we prefer that you use a registered plumber. This ensures a quality job is done, to keep your plumbing in good condition. If you’re a tenant, contact your landlord.

To ensure you're hiring a registered plumber and not a cowboy, click here for some helpful tips and scroll down to checklist for hiring a tradesperson.

Financial assistance

If you don’t have funds readily available to pay for leak repairs, you may seek help from Work and Income or the Salvation Army. Here's the contact details for those organisations:

Work and Income
Click here to view the web page or phone 0800 559 009

Salvation Army
Click here to view the web page or phone 0800 854 009

Our responsibility

If there is a leak on our side of the point of supply, for example on the road or footpath, we will repair it as quickly as possible and restore water supplies.

To report leaks on public property, please click here to visit our report a fault page.

For more information and advice, click here to check out our latest Tapped In newsletter.

How do I confirm there is a leak?
I can’t find the leak
Should I engage a leak detection company?
Can I get a refund (leak allowance) for fixing a leak?
I am a tenant. What do I do about a leak?
What if the leak is in my water meter?