Understand who is responsible for bill payments, pipes, water meters, repairs and more
Our role is to:
The customer contract sets out your rights and obligations as a customer, and our obligations to you. Learn about the customer contract
You pay Watercare for the wastewater network through your monthly bills, and Auckland Council for stormwater management through your property rates.
If you are a property owner, you are responsible for ensuring that stormwater on your property does not enter the wastewater network. How to prevent overflows
Learn where the responsibility for fixing and maintaining water and wastewater (sewer) pipes passes from us to you: Who is responsible for pipes?
If the leak is outside the boundary of your property, for example on the street or footpath, we will repair it as quickly as possible and restore water supplies.
If the leak is on your property, you must get a plumber to fix it.
If the leak is in the water meter, please contact us. We own and maintain all Watercare meters.
Check for a leak
Higher bill than usual? You may have a water leak
If you have a blocked drain or sewage overflow, please call us before you call a plumber: phone (09) 442 2222, press 1. We can assess whether the problem is in the public or private network.
Check the list of common faults. This explains who needs to take action.
We own and are responsible for all Watercare meters (including shared meters and subsidiary meters).
If you are the property owner, you must make sure our meter readers can access the water meter for regular readings. To contact us if there is a problem, please phone (09) 442 2222, press 2.
In some situations, two or more property owners share the same water meter, which we own and maintain. Learn about shared meters
We own and maintain subsidiary (sub) meters. However, the property owner is responsible for pipes in the private network:
the pipe between the master meter and the sub. This must be maintained by all the property owners who are connected to the master meter.
the pipe between the sub meter and the home. Learn more about sub meters
These are private meters, owned and maintained by the property owner. Learn more: Check meters
Who is responsible for pipes?
Water meters: find and read your meter
Report a faulty meter
Request a meter test
Final meter reading: homeowners and solicitors
If you have sold a property, your solicitor will request a final meter reading. But it is the seller’s responsibility to check that we have been informed of the change of ownership.
Special meter reading: landlords/property managers
Landlords can request a special meter reading when there is a change of tenant.
Moving house or business
How to calculate a final meter reading
If our work or a problem in our networks causes any damage to your property, we will restore it to a state as close to the original as possible. Working on your property
The property owner is responsible for damage and repairs to private pipes and plumbing on their property.
Tenants and landlords. Visit the government site Tenancy Services for information on who pays for repairs and damages.
We are required to ensure that industrial liquid waste complies with the Auckland Trade Waste Bylaw 2013 and the standards for controlled substances, so that it is safe for discharge into Auckland’s wastewater system for treatment.
You must check whether your business activity is classified as deemed or conditional. What is your trade waste classification?
If your trade waste is classified as conditional, you must have a trade waste agreement, monitor your discharge and send us the results. You must also renew your agreement when it expires. Trade waste agreements
If you have a backflow prevention device and your property is high or medium risk, you must test it annually. Each year, we will send you a reminder letter, asking you to test your device.
Testing a backflow device
Your obligations (Read the backflow brochure)