How we prioritise leaks

When leaks are reported to us, we give them a priority level based on a number of factors including the volume of water being lost, health and safety risks and the potential for property damage.

We use these priority levels to ensure we can save as much water as possible by fixing the biggest leaks first. The more information you can give us when you report the leak, the better. If we know the leak is under a driveway or footpath for example, we arrive on site prepared to cut concrete.
High priority leak

Indicators of a high-priority leak

  • Customers are without water*
  • There is a risk to people or property
  • The leak appears large, with water gushing or spurting high into the air.
Target response time: One hour

* If water is likely to be off for a prolonged period (4 hours or more) we will provide a water tanker where people can collect drinking water. However, Civil Defence recommends people keep a three-day supply of water (nine litres per person) available at home for unexpected situations.
Medium priority leak

A medium-priority leak

  • The volume of the leak is believed to be moderate
  • ​Water may be flowing at a rate similar to a tap running.
  • There is no risk to people or property.

Target response time: 24 hours
 

Low priority leak

A low-priority leak

  • The volume of the leak is believed to be low
  • There may be a wet patch on the ground but there is little to no visible water flowing
  • There is no risk to people or property
  • Customers are experiencing normal water pressure.
Target response time: Three days

Our normal target response time for low-priority leaks is five days, but we have reduced it to three while we recover from the drought.