How-to guides

Firstly, it's important you make sure it's a Bristol Water manhole cover. This is quite easy because they'll usually have either 'Bristol Water', 'BW' or 'BWW' on them. If you think it's a water manhole cover, but it doesn't have anything on, it might be a sewerage cover which would belong to Wessex Water.

If your external stop tap is broken and you don’t have any water or the stop tap is leaking, please call us on 0345 702 3797 and we will send out an Inspector as soon as possible to help you.

If your external stop tap is broken and your water supply is unaffected, please contact us and we will send out an inspector within 10 working days.

Aside from causing personal distress and inconvenience, water leaks also cause a large amount of water to be wasted. For this reason, we are committed to repairing leaks quickly.

Report an external leak here.

How to spot a leak

The following may be tell-tale signs of a water leak:

• Sudden loss of water pressure or flow.
• Water gushing from the ground.
• Damp patches on the ground, even in dry weather.
• Your plumbing makes a constant noise, even when no water is being used.
• If you use a water meter and you find your bill is much higher than usual.
• Your water meter registers a flow even when no appliances or taps are in use.

Leaks on your property

While we are responsible for fixing leaks on our own pipework, the leaks found inside of the boundary of your property and in private land are your responsibility.

If we find a leak on your property, we'll notify you so you're aware. You then have 14 calendar days to repair that leak. We can recommend an approved plumber who will be able to help you with the repair.

In some cases, where the leak is on a pipe that crosses the boundary of the property but has not yet entered the house, we may be able to offer help through our Leakstop scheme.

Leakstop scheme

To help put things right quickly, our Leakstop scheme offers help for leaks on underground supply pipes. We offer:

• One free half-hour leak detection service and advice on your next best steps.
• Up to £100 subsidy payment if you repair the leak or replace the leaky pipe within 21 days (this is capped to one payment per leaky pipe).
• Continuous support and advice.

For more detail and full T&Cs, read our Leakstop information pack.

We want to prevent and repair leaks quickly

Water is a precious resource. It's in our interests to reduce leakage and repair leaks quickly, so it helps the environment and keeps your bills down.

Water leaks can occur on the pipes we manage, as well as the pipes you are responsible for. When you let us know about a leak on one of our pipes, in most cases we will aim to have it repaired within 10 working days. Click here to find out whether the leak is on our pipework or yours.

Why do pipes leak?

A variety of factors can cause pipes to leak, including frost, dry spells, logging and even the weight of traffic passing over pipework in the road. Bristol Water manages over 6,700km of pipework so it's inevitable a leak will occur from time to time.

The size of the leak can also vary. Some leaks can be very large, with the worst resulting in water gushing out of the ground. Many, however, will be small and sometimes difficult to locate.

We advise all customers to make monthly water meter checks to help spot leaks. If you think you may have a water leak, Bristol Water may be able to provide a free leakage detection service, so if a leak is found, a repair can be arranged.

Ofwat is the economic water industry regulator responsible for ensuring we meet the conditions of our licence which includes pricing policies, monitoring the level of services we provide and protecting our customers interests.

You can contact Ofwat in the following ways:

• Telephone 0121 644 7500
• Email mailbox@ofwat.gsi.gov.uk
• Visit www.ofwat.gov.uk
• Write to Ofwat, Centre City Tower, 7 Hill Street, Birmingham B5 4UA

CCW is an independent organisation that looks after consumer interests. They investigate customer complaints free of charge. You can get in touch with CCW by calling 0300 034 2222 (Monday – Friday 8.30am – 4.30pm) or by emailing enquiries@ccwater.org.uk

We always recommend that you use a plumber who is a member of an approved contractor scheme.

WaterSafe is a free online directory and national accreditation body for competent and qualified plumbers in the UK who have undertaken specific training in the UK's Water Fittings Regulations and Bylaws.

To find your nearest locally approved plumber, please visit the WaterSafe website.

Sign up to our Priority Services here or via the livechat pop up on the bottom right-hand of our Contact us page. You can also call us on 0345 702 3797, or get in touch via Facebook or Twitter.

We know how important water is to your daily life. It’s not just for drinking; it’s for cooking, cleaning, washing, flushing the toilet, and having water supplied to your home simply makes life better.

Water supply interruptions only affect a small number of our customers every year but we know it is really frustrating if it happens to you, so we invest millions to try and stop this from happening.

Every burst water main or water leak is different and therefore the exact fix will change and the time taken to repair the water main will vary. This just gives you an idea of the general things and obstacles we face every time there’s a burst or water leak.

Types of water mains

Before we get started it is good to know that we have three different types of water main.

Trunk mains

These are the large diameter water mains that move water around the region. For example, these mains would bring water from Purton in South Gloucestershire to the Bristol region. The water is then, generally, stored in service reservoirs.

Distribution mains  

These are smaller in size than trunk mains and move water around local areas. These types of water mains are commonly found around housing estates or residential areas.

Communication/Supply pipes

These are the pipes that supply the water to the individual properties. They can come off either trunk mains or distribution mains.

The amount of people affected by a burst water main or leak, and the length of time to fix it, is determined by the type and size of the water main the burst or leak is on.

How do we know there is a burst water main

We’ve been supplying water for over 170 years and parts of our network are old. Not quite 170 years old but some mains have been in the ground for upwards of 60 to 80 years. So they aren't all covered in sensors letting us know what’s going on.

Often we know a burst water main has happened due to changes to the water flow or pressure in other parts of our network which is picked up by our 24/7 control room. But we also rely on our customers reporting having no water or spotting water leaks. Our customers really are the eyes on the ground so can give us a lot of information.

What happens once a burst water main has been reported?

The first thing we do is send one of our Operations team out to investigate. Our first thought is always “how do we get the water back on for people”. Sometimes this can be done by “rezoning” which is essentially bringing the water to your area via a different set of water pipes.

This can be done by turning some valves in the area which changes the route. By doing this most, if not all, people affected by the burst main will see their water supply return. If it is possible we, more often than not, see the water back on within an hour. It means that you don’t have to wait for the water main to be fixed to get your water back on.

If a “rezone” isn’t possible, we will then need to fix the water main before your water supply returns. The length of time taken to repair the water main can vary, and there are so many factors that play a part, but most are fixed within three hours.

Detecting the burst

Detecting bursts might sound simple as often you have surface water showing, but not always. Sometimes we don’t see any water above ground and often water does show but up to 500 metres down the road.

Although there are some fancy things you can do with satellites to detect bursts or leaks the most effective and quickest way is to listen to the water main. Listening to the sound the water main is making and knowing what it is telling you is a real skill. There is a wealth of experience and knowledge in our teams which make it possible to detect water leaks and bursts with some simple equipment.

Once we have detected the water leak we need to get all the relevant highway notices in place to carry out the work and then make the site safe for our staff and the public so we are ready to dig down on to the water main.

Digging down onto the main isn’t always as simple as you might think. Our water mains are in common areas for other utilities as well. So we often find sewers, gas mains, broadband, cable TV, street lighting or electrical cables on top of our water main, and so we need to hand dig safely around them, so we don’t cause more disruption. And if you have water running out of the main too it is not that easy to dig.

Fixing the water main

Once we have exposed the water main and we can see the leak, we often need to pump water away safely from the area to access it.

At this point, it is important to know the main causes of a burst water main. The two main reasons we see a burst water main are deterioration or movement. Some water mains have been in the ground upwards of 80 years, over that time they wear and therefore occasionally break.

We do have a programme to replace all of our network but we can’t do it all at once. Ground or weather conditions can cause movement in the ground surrounding the water main which causes the water main to move. This movement can be sudden or the continued movement over time can cause the water main to bend and eventually break.

During cold or dry periods, we often see a lot more movement in the ground so we see higher numbers of burst water mains. There are other reasons for burst water mains including failures at the pipe joints, traffic volume causing pressure on the main, and even tree roots can cause issues.

Damage to the water main can either be around the circumference of the water main (so around the edge) or they can be along the main. If the damage is around the water main then we generally fix it by putting a repair collar around the affected area. This is like a big clamp which fits right round the water main. If the damage is along the water main then we have to cut the piece of affected water main out and fit a new piece of pipe. Fixing the main can be a relatively quick part of the process.

What happens after it is fixed?

The first thing to do is to re-pressurise the main, known as “recharging”. This needs to be done very slowly so as to not cause further damage to the main. Depending on the size of the water main it can take an hour or two to fully recharge, during this time customers may see their water supply return at a lower pressure or flow.

During recharging, sediment is often disturbed within the main and this can cause the water to be slightly discoloured, often an orange or brown, once the supply returns. You can solve this by running the taps for a couple of minutes to clear.

Once we have completed the fix we need to start the backfill of the ground and reinstatement of the land, this process may take place over several days depending on the type of surface we need to reinstate. Where the main has been in a road or in a footway we need to return the surface to the high specification as set by the government. And after that we clear up and leave it as if nothing ever happened and we move on to the next.

As the temperature drops, the risk of a burst increases. Find out how you can best prepare.

Did you know?

When temperatures drop below 0º water starts to freeze.

Once, after a 16º drop in temperature, we had almost 175 burst mains in one week alone. We've invested loads to try and stop as many burst mains as possible but if it gets that cold again we are likely to see mains bursting. Be prepared!

Discovery why water mains burst in winter.

Why do pipes burst in winter?

When water freezes, it expands by nearly 10%. This can put a lot of strain on pipes, particularly when there’s fast changes in temperature.

Spend a fiver, save £9,000

According to the Association of British Insurers, a burst pipe will on average see you out of pocket by £8,800.

Some home insurers will only cover the cost of a burst if you’ve lagged your pipes, and even then, it’ll depend on your policy cover and excess. Lagging is cheap, quick and easy.

Report a leak

Let us know if you have seen a leak. Report a leak immediately In Your Area.

Our top W-I-N-T-R ready tips:

W – Wrap your pipes with lagging

Just like your poor cold hands and feet need extra cover in winter, the same goes for the pipes in your home. Lag your outdoor, garage and loft pipes to keep them toasty. It’s quick, easy and fairly cheap to do yourself. You can pick this up for a couple of pounds per meter in a DIY store.

I – Is there a tap dripping outside? Get it fixed

It’s important to fix it as it makes your pipes more prone to freezing because it is more exposed to the cold air.

N – Not in? Keep the heating on low

Hot, cold. Hot, cold. This sudden change in temperature can cause havoc on your poor pipes, particularly if they’ve frozen.

Instead of turning the heating off, set it to around 14º to maintain a constant temperature. Maintaining a constant temperature, as opposed to heating from scratch, shouldn’t make a noticeable difference on your energy bill.

T – Tap: find your Stop Tap now so you know where it is

Where your stop tap is located can vary from house to house, so it’s best to take a look. You’ll normally find them under the kitchen sink or cupboard, in the garage or utility room or in the bathroom.

R – Regularly service your boiler

Servicing your boiler regularly is important for several reasons. It will help maintain efficiency, it ensures you keep your water at a safe temperature (70º) and it will keep your warranty intact – remember, most boiler warranties require you to get your boiler serviced every 12 months.

Do you have a medical condition or disability?

If so, it’s also worth signing up to our Priority Services Register if you’d struggle to get water yourself in an emergency supply interruption (we can deliver water to your door). Find out more about our Priority Services here.

Properties with a meter will find a stop tap within the meter chamber. There will be a plastic lever connected to a bolt. Tightening this lever will stop the water to the connected property or properties. If you think your stop tap is broken or you can't locate it, give our customer service team a call on 0345 702 3797.

This article helps you on reading your water meter and checking your water consumption.

The first thing to do is locate your water meter. There are three common locations for them which are:

• In a box in your garden or drive
• In a box in the footpath
• Inside the property

If the meter is in a box then open the lid with a suitable device. You may also need a torch to help you read the meter, as it will often be some way below ground. You may also need to clean the soil or water from the box.

Water in the meter box does not mean there is a leak as it may be groundwater.

However, if the water is moving or flowing in the box or water is there during a dry spell, it may indicate there is a leak.

If the glass top of the meter is cloudy with condensation, tapping gently on the glass with a blunt tool will normally clear the droplets.

In an emergency how do you find your stop tap and what do you do?

What is a stop tap?

A stop tap, sometimes called a stopcock, is a small tap located on a water pipe. There are two types of stop tap: internal and external. They are easy to use and turn the water on and off.

It is really important to know where your stop tap is as you may need to turn off the water in an emergency, such as having a leaking water pipe. This can cause a lot of damage and so turning it off quickly can help reduce the damage before a qualified plumber arrives.

To find your stop tap, please watch our short video to explain the common places they are found. Some builders can put stop taps in odd places, so if you can't find your stop tap in one of the common places you may need a plumber to help you find it.

How to find your stop tap.

Internal stop tap

The internal stop tap is used to turn the water supply on and off to your property. In most properties the stop tap is located inside, close to where the water pipe enters the building.

The location can vary but they can usually be found:

• Under a kitchen sink
• Kitchen cupboard
• In a connecting garage or utility room
• Bathroom
• Cellar
• Cloakroom
• Under the stairs

The owner or landlord of the property is responsible for all repairs and maintenance of all internal stop taps, and we recommend that every property should have one and that you don’t rely on the external stop tap for emergencies.

How to turn off your internal stop tap

To turn your water supply off, simply turn the stop tap fully clockwise. Watch the video below to see how to turn off your stop tap and check for a leak.

How to turn off your stop tap.

External stop tap

An external stop tap controls the main water supply to your property, which is our responsibility. External stop taps can be used for turning off the water during a water leak or if you are unable to find or operate your internal stop.

An external stop tap is usually located in the following locations and you may need a stop tap key to open it:

• Footpath
• Verge
• Just inside your property boundary under a plastic or metal cover
• In your meter chamber

If your water supply is shared with other properties please remember to be a good neighbour and let them know if you are going to turn off the supply.

If you can’t find your external stop tap, give us a call on 0345 702 3797 and we can help you locate it. Some properties don’t have external stop taps at all. If this is the case, a qualified plumber will be able to carry out any necessary repair work by clamping or freezing your pipes.

You can find industry approved plumbers by visiting the WaterSafe website.

If your external stop tap is broken and you don’t have any water or the stop tap is leaking, please give us a call on 0345 702 3797 and we will send out an Inspector as soon as possible to help you.

If your external stop tap is broken and your water supply is unaffected, give us a call on 0345 702 3797 and we will send out an Inspector within 10 working days and make sure your stop tap is fully working within six months.

Did you know that if you decide to get a water meter installed at your property, we will also install a stop tap? See if you could save money by switching to a water meter.

We recommend that you wrap your pipes up ready for winter. Not doing so could result in burst pipes leaving you with no water on a cold winter’s morning or damage to your home.

Lagging your pipes

Lagging simply means wrapping your water pipes in insulation to help delay the start of freezing. It’s easy and fairly cheap to do and with a little bit of knowledge, you can do it yourself.

We get lots of reports of customers’ frozen pipes every year. Generally speaking, we, the water company, own the pipes up to your external stop tap (generally close to the boundary of your property) and you own the rest. Therefore, if there is a burst or leak on your side it is your responsibility to fix it. Did you know that 25% of leaks are on the customer’s side of the boundary

For the best results, wrap up your pipes before the cold winter weather sets in. It can take anywhere from a couple of hours to half a day, depending on how many exposed water pipes you have in your home or how many times you stop for a cup of tea.

Step by Step: How to lag your pipes

How to lag your pipes.

Step 1 Check how much pipe you have that needs lagging

You will need to check in the roof of your home and outside for pipes. Pipes may be close to any appliance that uses water such as your washing machine, boiler or dishwasher.

You will also need to check any outbuildings, such as a garage, for pipes as these can easily freeze. Hot, cold and heating pipes will need to be lagged so ensure you measure for all pipes.

Step 2 Get your equipment together

Once you know how much lagging you will need, pop down to your local DIY shop and buy the following:

Pipe lagging (about £2 a meter)
These are long foam tubes with a hollow middle. They are available in most DIY shops and are available in different widths. You will need the appropriate size for your pipes.

Insulation tape (£2-£3 a roll)
This is also available in most DIY shops. Duct tape is a commonly known version of this.

Scissors, saw or knife (about £3)
You will need to cut the lagging to fit the angles around your pipes.

Outside tap cover (from £4)
This insulates your outside tap which can also freeze. These are also available at local DIY stores. You should also consider isolating the outside tap and draining it.

If you have a water tank, you will also need to buy an insulation jacket and install this around all sides of the tank. Do not apply to the bottom of the tank as you need the warmth of the home to stop the tank freezing.

Step 3 Fit your lagging

Cut your lagging to the appropriate size. If there is a bend in your pipe, you will need to cut the end of your lagging at a 45º angle to fit.

To fit your lagging, run your finger down the slit in the side, this will open it up. You can then slot the lagging around your pipe. The 45º angle will allow you to fit it snuggly around any bends. Once you have done this you will need to wrap any joins of lagging with the insulation tape.

If you have a water tank you can fit your insulation jacket by wrapping it around your tank and tapping any joins together.

Step 4 Sit back and relax

You may want to consider ensuring you have the number for a local plumber available just in case. Find an approved plumber at the WaterSafe website.

If you are going away for a short period, consider putting a timing on your heating so it comes on for a short period every day. If you are going away for longer then consider turning off your water supply and draining the system.