Leakage information for businesses and retailers

Information on leak allowances, our leakage policy for retailers, and how to do a self-help leak test.

A leak could increase your water bill if you’re a metered customer. Depending on the circumstances, non-household customers can sometimes claim an allowance to cover this cost.

Retailers can read our full policy on leakage allowance below. 

Read our leakage policy for retailers

What is a leak allowance?

A leak will make your bill more expensive if the lost water is recorded on your meter. You may be able to claim an allowance for the cost of the water and wastewater charges lost due to the leak - provided certain criteria are met.

These criteria are outlined in our policy guidance documents below. One important exclusion is that the allowance doesn’t apply to leaks that are above ground within your premises.

Retailers are responsible for issuing bills to business customers and will be able to help you apply for a leak allowance.

Leak allowance guidance

How do you apply for a leak allowance?

First, contact your retailer to apply for a leak allowance. Then your retailer will send the application on to us as your wholesaler. We check and grant a leak allowance where our policy criteria are met.

After your allowance has been worked out, we will apply the credit against the wholesale charges given to your retailer. Your retailer is then responsible for working out the retail charges and applying the total credit against your bill.

How do we work with retailers?

We help retailers support their business customers. Each leak allowance application we receive is considered individually. We ask retailers to provide any missing information to us. Retailers might sometimes ask you for more details to help your application.

We have regular meetings and account management support with retailers however our wholesale service desk team is available to contact if they need any extra support.

Self-help leak test for businesses

To help businesses locate a leak and determine whose responsibility it is to repair, follow the five step test below.

1. Can you find your water meter?

Yes - Carry out a leak test. Are there signs of running water?

  • Are any overflow pipes, from water storage or WC cisterns, leaking?
  • Are any internal taps or appliances dripping or not turning off properly?
  • Are any external taps left running?

No - Contact your water retailer to help locate it.

Leakage_meter_icon_800x800

2. Did you find a leak?

Yes - As the leak is visible, this means you are responsible for the repair of the leak.

No - You need to conduct a leak test, before you close for the day.

  • Take a meter reading, if safe to do so. Make sure that all internal/external taps and appliances are off and that no water is being used within the premises. Take another reading when you return the following day. Make sure that you don't use any water between taking the reading.
Leakage_pipe_icon_800x800

3. Are the meter readings the same or different?

Same - If the reading is the same then there is no leakage.

Different - Where is your meter located?

Leakage_two_meters_icon_800x800

4. Is your meter located inside or outside?

Inside - If the meter is internal, then the leak must also be inside the premises.

  • If the meter is recording usage when you are not using water, you may wish to call a plumber to investigate the leak.

Outside - Turn off your internal stop tap and repeat the leak test.

  • If the stop tap is missing or inoperable, you will have to arrange to have one fitted before the next step can be carried out.
Leakage_house_icon_800x800

5. Is your meter still recording usage after stop tap isolation?

Yes - If the meter dials move after you have isolated the internal stop tap, there could be a leak between the meter and the internal stop tap. 

  • Contact your water retailer for assistance if needed. 

No - If the meter has stopped moving then the leak must be inside the premises after the stop tap. 

  • You are responsible for locating and repairing the leak.
Leakage_stop_icon_800x800

Need to get in touch?

There are loads of ways you can get in touch with our customer team.

If you are business and have an issue out of hours, we are still able to help, but we keep the line open for emergencies only. Alternatively, you can fill out our contact form.

Call our ops team on: 0345 702 3797

Call our leakage line on: 0800 281 402

Complete an enquiry form