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How we prioritise and repair faults

Learn about our process for prioritising and repairing any faults you report, including reinstating property.

Our leak repair process

The more information you can give us when you report the leak, the better. For example, if we know the leak is under a driveway or footpath, we'll arrive on site ready to cut concrete.

When you report a leak to us, our faults team will give it a priority level, based on how much water is being lost and the risks to people or property.

Diagram showing the process for reporting and fixing a leak.

Leak priority levels

Photo showing water shooting into the air from a burst pipe.

High: 1hr target response time

Customers are without water*, there’s a risk to people or property, and/or the leak appears large.

Photo showing water running down a footpath from a leak.

Medium: 24hr target response time

The water flow is moderate, about the same as a running tap, and there’s no risk to people or property. 

Photo of a small amount of water leaking on to a road.

Low: 5 to 10-day target response time

The water leaking is low with minimal visible flow. There’s no risk to people or property, and water pressure is normal.

* If water is likely to be off for a prolonged period (4 hours or more), we’ll 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.

Investigating, planning and repairing a leak

While most work is completed within target timeframes, repairing leaks can be complicated and time consuming.

We need to locate exactly where a pipe is cracked and coordinate with other authorities. For example, we may need a traffic management plan or to engage an Auckland Council arborist if a tree is involved.

When a leak is repaired, we’ll let you know by text, email or phone.

Did you know?

90 per cent of reported faults are investigated and repaired in the target timeframe.

Photo of a berm covered in soil where a leak has been repaired and the berm reinstated.

Reinstating property after a repair

Simple or temporary reinstatement

Timeframe: Immediate

After we repair a fault, we’ll temporarily reinstate the worksite. If any ground surface has been excavated or removed, we fill it with cold-mix asphalt so you can safely access it.

If a small piece of berm or lawn needs topsoil and grass seed to reinstate it, we normally do that immediately. If the area is larger, it may take longer, but we should have it all sorted within a week, weather permitting.

Permanent concrete reinstatement

Timeframe: A few weeks to several months

Preparing a permanent concrete reinstatement of a driveway, footpath or road can take time. How long will depend on a couple of factors:


Before we schedule work, we group jobs by location. This minimises costs and reduces disruptions. However, it does mean some work waits to align with other jobs in the area.


Sites that require traffic management or have other safety considerations can take longer to reinstate. This is because there’s more to plan and coordinate.

Once work is underway, we normally take three days to reinstate concrete, weather permitting. First, we remove the existing concrete and box up the area for pouring. On day three, we pour the concrete.

Need more information?

To check when reinstatement is scheduled to take place, please call our faults team on 09 442 2222 and press 1.