Leak-Spotters Wanted to Help Tackle Bursts

 Don’t delay – report leaks to Severn Trent Water on 0800 783 4444;
 Pipe bursts on the increase as temperatures climb above freezing;
 Call handlers added to Leakline to make reporting quicker for customers.

Customers of Severn Trent Water have a central role as extra eyes and ears for the water company over the coming few days as the big freeze turns into a rapid thaw.

In Severn Trent’s region and nationally, water companies and customers are seeing a massive increase in burst pipes as previously frozen water expands within both its own network and customers’ supply pipes.

Fraser Pithie, Severn Trent’s senior operations manager, said: “We need your help. If you spot a leak while you are out and about, call our Leakline number on 0800 783 4444, or report it on-line through our website. The call is free on most landlines, and we have added staff to our call centre to handle your calls.

“In many cases, we do not know where leaks are until our customers report them. Please do not assume we already know about the burst or leak, even if it is a large one: in rural areas in particular, it is possible for leaks to run for days without being noticed. We’d also like customers to find and check the stoptap in their home – you will need to turn it off at once if you have a burst pipe in your home.”

The Met Office has forecast a rapid thaw on Friday (15th January), and through the weekend this could cause damage through bursts at customers’ homes, commercial premises and properties managed by estate or letting agents. The latter, in particular, are vulnerable as unprotected pipes under floorboards, in unoccupied premises and in outbuildings are most likely to see bursts. The thaw will mean pipes that have frozen, expanded and then split will contract and start leaking. Ground movement caused by the thaw will have a damaging impact on water mains.

Fraser Pithie added: “If you have been or still are frozen up, then it’s good to get ready now. Find the stop tap (typically under the kitchen sink or in the bathroom), and make sure you can turn it off. Make sure you have the number of a plumber at hand, or someone you trust with good DIY skills, so that you are ready to get the necessary repair work done.

“Severn Trent is concentrating on emergency work and fixing the external bursts and leaks, concentrating first on water mains that directly affect the service to a number of customers. We would appeal to customers to respond promptly by arranging or making a repair to their pipes while we do the same with ours – and of course, keep on reporting those leaks. Bear with us if you have to wait a few minutes, as calls are currently double the normal volume.

“We maintain a 46,000km network of pipes across a huge area, so customers will often spot a leak before we can: we’re always grateful for your help,” Fraser said.

Tips for the thaw
• If you spot a leak, call the Leakline number on 0800 783 4444 or report it on-line via the Severn Trent website
• Check for visible signs of damage to pipework. Find and test your internal stop tap (also known as a stop cock). If you are unlucky enough to get frozen pipes and lose your water supply, you are likely to suffer a burst - so you will need to be able to turn the water off if that happens.
• If you lose your water supply, check and see if your neighbour has too. If your neighbour has water, then it'll more than likely be a frozen pipe or a leak on your supply pipe, not a Severn Trent main.
• For pipework in your home, contact a plumber as soon as you can. If your neighbours or others in your street are affected as well, contact Severn Trent.
• Help neighbours, your family and friends by passing on this advice.