Leaking supply pipe? - Affinity Water

Leaking supply pipe?
A guide to the supply pipe repair scheme
LET’S MAKE A PLAN

How to use this booklet
We have given you this booklet because your water supply pipe is causing
you problems. You may have contacted us about this recently or we may
have had reason to contact you.
The booklet is a guide to your responsibilities for the water supply pipe for
the most common types of arrangement of pipes. Your individual
circumstances may vary from those mentioned here and if this is the case, we
may be able to offer more specific help relating to your particular situation.
However this guide should not be considered as advice on the responsibilities
between landlords and tenants or between adjoining landowners.
Do you have a leak on your water supply pipe?
Leaks on water supply pipes are often not visible on the surface. If you
suspect you may have a leak but see no evidence of it, try listening out for
noise on your water pipe. If the noise doesn’t go away (even when no water
is in use in your house) this may be a sign of a leak. Also, a reduction in
water pressure at your kitchen tap may sometimes indicate a leak on your
supply pipe. In some cases it is easy to see if you have a leak on the water
supply pipe bringing water to your home. If your front garden contains
grass, you may find that there is a lush patch with greener, longer grass.
If your front garden is tarmac, look for water on the surface, particularly
on dry days.
How we can help
We can help you to make a plan. We can offer you advice on what you
need to do to fix the problem and in some cases, we can offer help in
repairing the pipe.
Read through the booklet to find out more about your responsibilities for
your water supply pipe and to work out what you need to do to repair or
replace it if necessary.
2

Index
Who is responsible for your supply pipe? 4-5
Dealing with a leak on a separate supply pipe 6-9
Dealing with a leak on a shared supply pipe 10-16
Guidelines for finding a suitable contractor 17
Supply Pipe Leak notification form 19
3

Who is responsible for your supply pipe?
Most homes are supplied with water by a separate pipe – the supply pipe
– which is the pipe between the stop tap in the street and the property.
You are responsible for installing and maintaining the water pipes within
the boundaries of your property. This includes water pipes inside your
home and drainage and supply pipes outside your home but still within
the boundaries of your property. Because these pipes are privately
owned, we do not hold information about where they are within your
property boundaries and we are not responsible for their maintenance.
Who is responsible for maintaining your supply pipe?
The responsibility for maintaining the supply pipe that feeds your home
will fall on you and your neighbours depending on your circumstances.
In most cases, water supply pipes provide years of trouble-free service
but from time to time they may need some maintenance and eventually
they will need to be replaced.
Homes supplied by a separate supply pipe:
If your home is supplied separately by a pipe from our stop
tap, you are solely responsible for maintenance. Read the
green section of the booklet ‘Dealing with a leak on a
separate supply’ to find out how to arrange a repair or
replacement of the pipe. Then read our guidelines for
finding a suitable contractor.
Read
the pages
marked in
green
4
Homes on a shared supply pipe:
Read
the pages
marked in
purple
You and your neighbours can check if you share a supply
by locating the stop tap in the street and turning it off.
Those of you without water are probably sharing a water
supply pipe. If this is the case and a repair is needed, all
properties beyond the point of a water leak on the pipe will be jointly
responsible regardless of whose property the leak is actually on. However,
if the pipe needs replacing, everyone that shares the supply is jointly
responsible for the work. Read the purple section ‘Dealing with a leak on
a shared supply’ to find out more. Then read our guidelines for finding a
suitable contractor.

Who is responsible for your supply pipe?
Tenants:
If you are a tenant, you should contact your landlord as quickly as possible
to advise them of the problem and to determine the actions you will need
to take. There is a time limit to how long we can allow a leak to run so it
is very important that you talk to your landlord as soon as possible to
avoid the need for us to take action to stop the waste of water. Please
also advise us, if you have not already done so, that you are a tenant.
Commercial properties:
The water pipes for commercial properties are generally the responsibility of
the landowner. Some commercial properties are excluded from our scheme.
We will provide advice on what we can offer when we visit your premises.
Third party damage:
You may at some time engage a contractor to make modifications to
your property, e.g. conservatory, extensions. If the supply pipe is damaged
at this time you should contact the contractor responsible to make the
necessary repairs.
Who is responsible for the cost of leaked water
at your metered property?
If your home has a water meter, you are responsible for the cost of water
that has leaked from your supply pipe or internal pipework and fittings. In
the case of a leak on your supply pipe, if you carry out repairs to stop the
waste of water quickly, we will offer you a ‘one time only’ allowance on
your water bill so that you won’t have to pay for the water lost. To qualify,
you must contact us before undertaking the work. This allowance is not
available for leaks on internal pipework and fittings. If you are concerned
about the possibility of a second leak from your supply pipe or a loss of
water from internal pipework or fittings, you may wish to investigate
insurance cover so that you won’t have to pay for the water lost.
Please call 0845 769 7985 to request a leak allowance claim form.
5

Dealing with a leak on a separate supply
The typical layout of a home with a separate supply pipe
On most properties, your water supply pipe will be a separate pipe that
leads from your internal stop tap (usually in your house or garage) to the
stop tap in the street connecting to the water main. The stop tap in the
street will usually sit in a chamber at ground level near the boundary
of your property. Look for a plastic, steel or cast iron lid to indicate its
location. You and your neighbours can check if you have separate water
pipes or share one by locating the stop tap in the street and turning it
off. Those of you without water are probably sharing a water supply pipe.
Property boundary
Our
mains
network
Public
footpath
and
road
Communication
pipe
Your supply pipe
External stop tap
This diagram shows the layout of pipes used for
supplying water to a typical property
6

Dealing with a leak on a separate supply
If you discover a leak on your separate supply pipe, or we discover a leak
as part of our leakage detection programme, you will need to decide
whether to repair the leak or replace the pipe. A repair can be effective if
the leak is small, visible and the pipe is in good condition, and we will do
our best to carry out a repair for you.
Repair assessment
We will undertake a repair assessment, after which we will make a
decision on whether to go ahead and attempt a repair, which is solely
at our discretion. However if we do go ahead, this work is free of charge.
Veolia Water Three Valleys opt to repair the leak: If, as part of our
assessment, we believe there is a good chance of locating the pipe at the
point where the leak is visible and then making a repair, we will dig down
and try to find the leak. If at all possible, we will carry out a repair, although
in some instances, this may only be temporary in nature, for example if we
believe the pipe is in poor condition and should be replaced. If the repair we
make is permanent, you will be entitled to a second free repair attempt if it
is needed later on provided that we still believe the pipe is in good enough
condition.
If, when we try to dig down to the leak we find the path is obstructed, or
we cannot locate the pipe, we will abandon the repair attempt. We will
refill the hole and make it safe unless you request us to do otherwise.
In all cases, we will advise you of the actions you should take next.
N.B. Reinstatement will not be undertaken with matching materials,
nor will planting be replaced or restored.
Veolia Water Three Valleys opt not to repair the leak: If, as part of our
assessment, we believe a repair is not feasible, this can be for a number of
reasons:-
• The leak is not visible, or we are unable to determine the location
of the leak.
• Local knowledge, age and condition of the pipework, and/or previous
repair history, in which case a replacement is recommended.
• Physical obstructions, for example, inspection chambers,
conservatories, outbuildings.
7

Dealing with a leak on a separate supply
In all cases, we will advise you of the actions you should take next.
This may include technical advice as well as information on finding a
suitable contractor.
A replacement is recommended: If we have recommended that you
replace the pipe and you choose not to do so, you should note that:
• You must arrange and pay for any repair work yourself;
• If you pay for water charges based on a metered supply, you will not
be entitled to an allowance for the cost of lost water if there is a leak.
Replace
If the pipe is in poor condition or is over 30 years old, a leak may indicate
that the pipe is nearing the end of its life. If this is the case, we will
recommend that you replace the pipe. In many cases this is the best
long-term solution:
• We will offer you a payment of £100 towards the cost of the
replacement. We may make this offer to you whether or not we have
repaired your pipe.
• To qualify for this payment, the work must be completed and advised
to us within 21 days of the date on which we confirmed the presence
of a leak.
• The whole of the pipe should be replaced from the stop tap in the
street to the internal stop tap.
• We will inspect the completed work and send you a claim form for
the £100 payment.
8

Dealing with a leak on a separate supply
What happens if you don’t carry out the work needed?
The waste of water is unacceptable. We will allow you a reasonable
length of time to stop the leakage but if the repair or replacement is not
carried out within 21 days, we will arrange for a contractor to carry out
the work. If this happens, we will charge you for the work and will add all
of our costs to the bill. Please note that if the leak is causing a serious
risk to health or property, we may have no alternative but to turn the
whole supply off without prior notice to you and we will write to you to
advise the steps you must take before the supply can be turned back on.
Customer notification of work required
You must ensure that you carry out the recommended
repair or replacement on your separate supply
pipe within 21 days which means no later than:
Name of Veolia Water Three Valleys representative:
Date of visit:
Signature of Veolia Water Three Valleys representative:
We have no direct links to any external contractors or insurance companies,
e.g. Homeserve. It will be necessary for you to notify us that the leak
has been stopped in order that an inspection can be carried out of the
completed works. You can contact us on 01707 277 523, alternatively, go
to Page 19 where there is a tear off ‘Customer Notification Form’ which
can be returned to our Operations Administration Support team.
9

Dealing with a leak on a shared supply
The typical shared supply pipe
On some older properties, the water pipe from the stop tap in the street
branches to supply two or more properties – this is known as a shared
supply pipe. The stop tap in the street will usually sit in a chamber at
ground level. Look for a plastic, steel or cast iron lid to indicate its location.
You and your neighbours can confirm if you share a water supply by
locating the stop tap in the street and turning it off. Those of you without
water are probably sharing a water supply pipe.
Our
mains
network
Public
footpath
and
road
Shared
supply pipe
Communication
pipe
External stop tap
This diagram shows a supply pipe shared between several homes.
10

Dealing with a leak on a shared supply
Who is responsible for fixing a water leak on
your shared supply?
To determine who is responsible for fixing a leak on a shared supply,
you will first need to establish what type of work is required – repair,
replacement or installation of a separate supply. If the problem can be
resolved simply by making a repair, all of the properties beyond the point
of the leak will be responsible for this. If the pipe needs to be replaced,
every property on the shared supply will be jointly responsible.
Alternatively, you may choose to disconnect yourself from the shared
supply to install a separate pipe direct to our water main. These options
are all explained further in the following paragraphs.
Example 1: If you discover that yours is the only home beyond the point of
the leak (see example 1 below), you are solely responsible for stopping the
leakage. If the part of the pipe needing the work sits on a neighbour’s land as
it does in example 1 below, you should ask for their permission before you
arrange to carry out the work. It is possible that your deeds (or common law)
give you the right to repair the pipe.
YOU Neighbour A Neighbour B
Property
boundary
Shared
supply pipe
Our mains network
Public footpath
and road
External stop tap
11

Dealing with a leak on a shared supply
If you discover that there are several homes beyond the point of the
leak including yours, you and your affected neighbours are all jointly
responsible for the work and the costs.
In example 2, both you and Neighbour A are responsible for the repair.
YOU Neighbour A Neighbour B
Property
boundary
Shared
supply pipe
Our mains network
Public footpath
and road
In example 3, all three of you are responsible.
External stop tap
YOU Neighbour A Neighbour B
Property
boundary
Shared
supply pipe
12
Our mains network
Public footpath
and road
External stop tap

Dealing with a leak on a shared supply
If you discover a leak on your shared supply pipe, or we discover a leak
as part of our leakage detection programme, you will need to decide
whether to repair the leak or replace the pipe. A repair can be effective
if the leak is small and the pipe is in good condition. Supply pipes are
privately owned so we do not hold information on their location but if
you ask us for help, we will visit and assess the leak and do our best to
carry out a repair for you.
Repair assessment
We will undertake a repair assessment, after which we will make a
decision on whether to go ahead and attempt a repair, which is solely at
our discretion. However if we do go ahead, this work is free of charge. If
the work needs to be done on a neighbour’s land, you should make sure
that you let them know what will be involved.
Veolia Water Three Valleys opt to repair the leak: If, as part of our
assessment, we believe there is a good chance of locating the pipe at the
point where the leak is visible and then making a repair, we will dig
down and try to find the leak. If at all possible, we will carry out a repair,
although in some instances, this may only be temporary in nature, for
example if we believe the pipe is in poor condition and should be
replaced. If the repair we make is permanent, you will be entitled to a
second free repair attempt if it is needed later on provided that we still
believe the pipe is in good enough condition.
If, when we try to dig down to the leak we find the path is obstructed, or
we cannot locate the pipe, we will abandon the repair attempt. We will
refill the hole and make it safe unless you request us to do otherwise. In all
cases, we will advise you of the actions you should take next.
N.B. Reinstatement will not be undertaken with matching materials,
nor will planting be replaced or restored.
13

Dealing with a leak on a shared supply
Veolia Water Three Valleys opt not to repair the leak: If, as part of our
assessment, we believe a repair is not feasible, this can be for a number of
reasons:-
• The leak is not visible, or we are unable to determine the location
of the leak.
• Local knowledge, age and condition of the pipework, and/or previous
repair history, in which case a replacement is recommended.
• Physical obstructions, for example, inspection chambers,
conservatories, outbuildings.
In all cases, we will advise you of the actions you should take next.
This may include technical advice as well as information on finding a
suitable contractor.
A replacement is recommended: If we have recommended that you
replace the pipe and you choose not to do so, you should note that:
• You must arrange and pay for any repair work yourself;
• If you pay for water charges based on a metered supply, you will not
be entitled to an allowance for the cost of lost water if there is a leak.
Replace
If your shared supply pipe must be replaced, you will need to appoint a
contractor and have the work carried out at your expense. Every property
on the shared supply will be jointly responsible for a replacement of a shared
supply pipe. In many cases the replacement of the pipe is the best long-term
solution. If the pipe is in poor condition or is over 30 years old, a leak may
indicate that the pipe is nearing the end of its life. If this is the case, we
recommend that you replace the pipe. If you choose this option, we will
normally allow you to replace the pipe with modern materials and this will
be laid in the same location as the existing pipe.
14

Dealing with a leak on a shared supply
Things to consider: Choosing to replace the existing shared supply pipe
is likely to be less expensive than opting to install a new separate supply
to each property but there are a number of potential problems with a
shared supply that you should be aware of:
• If the stop tap in the street needs to be closed, all the properties on
the shared supply will be without water.
• Use of water by one of the properties may have an adverse effect on
the flow and pressure of water available to the other properties
(although good design should avoid this).
• It is no longer possible to add further properties to the shared supply.
Opting for replacement: If the pipe needs replacing, you will first need
to obtain approval to proceed from everyone whose property is served by
the shared supply. We will offer each of you a payment of £100 towards
the cost of the work. We may make this offer whether or not we have
previously repaired the pipe. We can offer you free technical advice on
the correct size of pipes as well as information on finding a suitable
contractor to replace the pipe.
Qualifying for payment: To qualify for the £100 payment, the work must
be completed and advised to us within 28 days of the date on which
we confirmed the presence of the leak. The whole of the pipe must
be replaced from the stop tap in the street up to the internal stop tap
at each and every property on the shared supply. We will inspect the
completed work and send each of you a claim form for the £100 payment.
Installing a separate supply
If you choose to install a separate supply pipe, you will need to appoint
a contractor to carry out part of the work and you will also need to
ask us to do some work. All of this will be at your expense. If the pipe
requires replacement, every property on the shared supply will be jointly
responsible for the work. However you, or any of your neighbours sharing
the supply, may opt to have a completely new and separate supply to your
individual properties. Please note that under certain circumstances we have
legal powers to enforce each property to be served by a separate pipe.
15

16
Dealing with a leak on a shared supply
Opting for a separate supply pipe: If you choose to have a separate supply
pipe installed, you will have to disconnect your property from the shared
supply pipe and lay a new pipe to an agreed point at the boundary of the
street for connection directly to the water main. If the new pipe needs to
cross a neighbour’s land to reach the water main, you will need to obtain
the owner’s permission. We can offer you free technical advice on the
correct size of pipes as well as information on finding a suitable contractor
to replace the pipe. We will offer you (and any of your neighbours also
installing a separate supply) a payment of £100 each towards the cost
of the installation of the communication pipe.
Work we would do: Once we receive an order from you, we would make
a new connection at our water main and lay a new communication pipe
to connect to your new supply pipe (see diagram on page 6). You will be
responsible for the whole cost of this operation. We can provide a quote
for our portion of the work if you choose this option.
Qualifying for payment: To qualify for payment of the £100, a new
replacement supply pipe should be laid by you up to the boundary of
the street at the agreed point where a new communication pipe will
be connected from the Company’s water main. We must receive your
acceptance and payment for this part of the work within 28 days of
us confirming the presence of the leak.
What happens if you don’t carry out the work needed?
The waste of water is unacceptable. We will allow you a reasonable
length of time to stop the leakage but if the repair or replacement is not
carried out within 28 days, we will arrange for a contractor to carry out
the work. If this happens, we will charge you and your neighbours for the
work and will add all of our costs to the bill. Please note that if the leak is
causing a serious risk to health or property, we may turn the whole supply
off without prior notice to you and we will write to you to advise the
steps you must take before the supply can be turned back on.
We have no direct links to any external contractors or insurance
companies, e.g. Homeserve. You must notify us that the leak has been
stopped in order that an inspection can be carried out of the completed
works. Either call us on 01707 277 523 or fill in the 'Customer Notification
Form' on page 19 and return to us.

Guidelines for finding a contractor
We would suggest that you follow these simple guidelines when seeking
a suitable contractor to do the work:
• If possible, employ a contractor that has been recommended by a friend.
• Obtain a written quote from several contractors for the work and make
sure that they can do the work to the deadline required.
• If you do not know of a contractor, we suggest you contact one who is
a member of the Water Industry Approved Plumber Scheme (WIAPS).
(There are display adverts in the Yellow Pages).
• You should instruct your appointed contractor that the new pipe should
be blue polyethylene pipe to BS6572 (available from builders and plumbers
merchants) and should be laid to a minimum depth of 750mm, to avoid
freezing. The pipe should be surrounded by fine material that will not
damage it. If the part of the pipe that runs into your home to the internal
stop tap is replaced (recommended) it should be laid in a duct. The pipe
should be insulated and the duct sealed.
• We can supply a list of WIAPS contractors (available on request) who have
carried out work of this nature for customers in our water supply area.
The list is intended to help you identify contractors who can provide these
services. There may be other contractors that can provide these services.
We do not endorse those listed, nor are we their agent so their inclusion
on the list should not be regarded as a recommendation.
Important - earthing of electrical installations
When working on supply pipes for properties built before 1966, it
may be necessary to replace old metal pipe-work and fittings. Some
older systems still rely on the water service pipe to provide an earth,
a practice that is now prohibited. If you believe that this could be
the case with your property, you should contact your electricity
supplier or a qualified electrician to ensure you have an adequate
earth connection for your electrical system. Any charge made for
this service cannot be reimbursed by Veolia Water Three Valleys.
17

Supply pipe leak customer notification form
Name Ref No
Address
Technician to record
QOS reference
Post Code
Address of Property where leakage taking place (if different from above)
Address

Post Code
The necessary repair/replacement (delete as applicable) has been carried out on (Date)
I understand that you may need to contact me to arrange a suitable appointment time
for your inspection.
I have instructed (Contractor Name) and the necessary
repair/replacement (delete as applicable) will be carried out on (Date)
The work will be available for your inspection on that date. Alternatively, I understand that
you may need to contact me to arrange a suitable appointment time for your inspection.
*I have Homeserve supply pipe insurance and I have received confirmation that the necessary
repair/replacement (delete as applicable) will be carried out by them on (Date)
I understand that you may need to contact me to arrange a suitable appointment time for
your inspection.
The replacement of the supply pipe has been/will be carried out as indicated above and I
wish to claim the £100 contribution. I understand that payment is subject to the conditions
as explained in this booklet.
Signed Date
Print Name Daytime Telephone No
Separate form at perforation. Moisten gummed area. Fold, seal and post.

Freepost RSCC-TGKK-LTBR
Veolia Water Three Valleys
Operations Administration Support
Tamblin Way
HATFIELD
AL10 9EZ
2

Be a leak spotter!
If you see a leak in the street, then please let us know by calling
0800 376 5325 or report it via our website
www.veoliawater.co.uk/tv
Contact details
Telephone
Operational enquiries
0845 782 3333
e.g. problems with your water supply.
Mon-Fri 7am to 8pm
Sat-Sun 8am to 4pm
Emergency service operates outside these hours.
Metered bill enquiries
0845 769 7985
Post
Veolia Water Three Valleys
Tamblin Way
Hatfield
Herts
AL10 9EZ
Website
www.veoliawater.co.uk/tv
Non-metered bill enquiries
0845 769 7982
Mon-Fri 8am to 6pm
Sat 8am to 2pm
Sewerage emergencies
Thames Water
0845 9200 800
Anglian Water
0845 7145 145
Calls to Veolia Water Three Valleys may be
monitored or recorded for
training purposes.
Veolia Water Central Ltd (Reg. No. 2546950) Registered in England
CPSP0609