If you have an unexpectedly high water bill, it may be due to a leak. To learn more, see:

• Higher bill than usual

• Check for a leak

It is the property owner's responsibility to fix leaks and pay for any repairs on the private network. See Who is responsible for pipes?

We recommend you fix leaks as quickly as possible. Not only will it save money and reduce water wastage – if it takes you a long time to fix your leak, it may affect your ability to claim a full allowance.

Our calculations are based on exact water use. We only process a leak allowance using a maximum of four consecutive invoices – this takes into account two actual and two estimated water meter readings.  These will be compared with standard seasonal water use. You will receive an allowance based on the difference in use.
 

Residential customers

The allowance will be for excess water use based on typical use for the same period the previous year. If you have not been at the property for a full year the typical average daily use will be applied.

​In the example below, the typical use during the period last year was around 300 litres per day. This year the typical use for the same period was around 550 litres per day due to a leak. The difference between 300 and 550 is 250. This means the leak allowance is for 250 litres per day.

Click to enlarge (PDF)

Business customers 

The allowance will be for excess wastewater only.

We will process requests within 10 working days of receiving your application, or earlier if possible.

If we accept your application, you'll receive a letter stating the allowance amount, how much you have left to pay on your bill and your new due date.

The allowance will appear as a credit in the current charges section on your next bill.

The most likely reason is that we alternate actual and estimated meter readings.

The chart below shows an example of this scenario. The first high bill due to a leak is in May. The leak is fixed sometime in June or July, but there is a second high bill in July. 

The estimate in June is significantly lower as it is based on the last two normal actual reads (January and March).

The July bill is still higher than usual because it has recorded the rest of the leak between receiving the May bill and when it was fixed (sometime between the June and July bills).


Click to enlarge (PDF)

If you think this situation applies to you, please contact us so we can consider a further allowance. Phone: (09) 442 2222, press 3, or email info@water.co.nz

If you want a refund, please complete and send the form to request a refund.

In some situations, such as when a tenant is seeking a refund, we may ask you to provide receipts as proof of who made the initial payments to us.

If you have another leak within 2 years of receiving the allowance, you may send a new application. You must attach a plumber’s invoice.

Note: the allowance for a second leak will only be for excess wastewater charges.