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Leakage allowance

If you've got a leak, the first thing to do is find and turn off your internal stop tap. If the leak is on your pipes, you'll need to contact a plumber to fix the problem. Once the leak has been fixed, you may be entitled to a leakage allowance.

What is a leakage allowance?

After you've had a leak, you may be able to claim back the cost of the lost water on a one-off basis. If you've successfully claimed the leakage allowance in the past, you won't be able to claim again.

There are some checks that we have to do before granting this allowance, and may need to visit you to confirm the location of the repair and get any other information.

What else do I need to know?

If the leak was inside your home, or on private equipment like taps, toilets and boilers we don't give an allowance. Contact your household insurer to cover these kind of claims.

As business and commercial customers are no longer billed by us, you'll need to contact your retailer. They may offer a leakage allowance to you.  

If you think you’re entitled to a leakage allowance simply complete our online claim form. Please note, bills will still be sent to you during this period as we process the claim. You can continue to make payments, or wait until the claim is processed.

If you think you have a leak but can’t find it, let us help.

If your query is urgent call our 24-hour Customer Centre on 0800 783 4444.

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