08/084 Supply Pipe Policy - Sembcorp Bournemouth Water

page
1 This leaflet
Responsibility for pipework
You pay for what you use
Your responsibility
2 How can we help if your pipe is leaking
3 Questions and answers
6 What can happen when you suspect a leak
on your underground pipework
7 Conditions of our supply pipe repair policy
9 Form to sign if you wish us to investigate
and where possible repair te leak on
your supply pipe free of charge
For more information, please see our
Code of Practice on Leakage for
Household Customers
contents

This leaflet
This leaflet explains what you need to do and what we will do if you suspect that there
is a leak at your property. On page 3, we have prepared some answers to the
questions that we are commonly asked.
Responsibility for pipework
Your drinking water reaches you through a connection from our water main. Our water
main is usually (but not always) in the street and the small diameter pipe that is
connected to the water main, laid under the highway and running to your property
boundary, is called the communication pipe and belongs to us. We usually have a
stopcock or meter pit on this section of pipe as close as possible to the street boundary.
The pipe that runs underground from the street boundary into your home is called the
supply pipe and this belongs to you. (There are some exceptions where there is no
water main in the road outside your home or if you share the supply with a neighbour.)
You pay for what you use
If you have a meter installed, you pay for the amount of water you use based on
the meter readings. In the event of a leak on your supply pipe, you are
responsible for the water lost but in some circumstances you may be given an
allowance for the estimated quantity of water which has leaked from the pipe,
provided that you act promptly to repair it once the leak is identified.
Your responsibility
It is important for you to be aware
that you are responsible for
maintaining the supply pipe that
delivers water into your home.
The diagram below shows
in general terms which
pipes belong to
you and which
are ours.
Stop tap meter
chamber
Coommpaannyy wwatteerr maaiinn
Ouurr ppiipee
Street
boundary
Your supply pipe
Freephone Leakline: 08005 878 979
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How we can help if your pipe is leaking
If there is a leak on the underground supply pipe leading to your property, you are
responsible for repairing it. But we offer one hour’s free leak detection and the
following help:
Option 1 – A free leak repair
We will investigate the area to find the leak and, if possible, repair it – provided that:
� we do not need to dig a hole which is larger than 1.5metres x 0.75 metres in area.
� and if you don’t already have a meter, you agree to have one fitted and are charged
on a metered basis for at least 12 months.
We make this offer at our discretion. If we cannot find and fix the leak, we will suggest
you have the supply pipe replaced.
What happens if the pipe leaks again after the first repair?
� We will investigate the area of the leak to find it. Where possible, we will repair it at
the cost of £99 (including VAT) if the supply is metered; if your supply is not metered,
you must agree to have a meter installed and be charged on a metered basis for at
least 12 months.
If your supply pipe has been repaired before, is old and likely to be in poor condition
or a further leak would cause damage to a driveway or patio, we recommend Option
2. Please see below.
Option 2 – A new pipe
Our plumbing division, AquaCare, will give you a quote to replace your supply pipe
from the boundary stopcock to the inside stopcock, but not necessarily along the
original route. AquaCare provides a 12-month guarantee of their work and materials.
If you didn’t accept Option 1, or if it isn’t practical to repair the pipe, the price will be
subsidised by the sum of £235 inclusive of VAT.
Under Option 2 we do not insist on you having a meter fitted. This option will give you
peace of mind that your pipe will not leak again in the near future. Also, you can pay
for the new pipe in four instalments by Direct Debit over 10 months.
Option 3 – Your own contractor
You may choose to use your preferred plumbing firm to carry out the work. In this case
we will not subsidise the cost.
Please read the conditions on page 7. If you decide to accept Option 1, just cut off the
form on page 9, sign it and pass it to our staff.

Questions and answers
Q1. How can I tell whether the underground supply pipe is leaking?
� If your supply is metered, the meter dials will record the flow even when you
know there is no water being used in your home.
� If your supply is metered, you will receive a higher than normal meter reading
and a bigger bill.
� You may hear a faint hissing noise on the pipe when you aren’t using any
water.
� You may see damp patches in the drive or garden.
� You may notice poor water pressure or in severe cases, no water at all in your
home.
If you have a meter at or near the boundary of the public street, you can check
for an underground leak just by turning off the stop tap inside your house (often
under the kitchen sink) and checking to see whether the meter is still recording a
flow. If it is still recording, call us on our Freephone Leakline 08005 878 979
and we can explain what to do next. If the meter stops recording, it is unlikely
that your underground pipe is leaking. Remember that if the leak is inside the
property, you should call out a plumber or AquaCare.
Q2. Where is the leak?
Leaks on underground pipes are often difficult to find as leaking water does not
always rise to the surface. Sometimes the water can ‘track’ to a different position
further away from the point of the leak. This can make the process of pinpointing
the leak more difficult. We can help you with our one hour’s free leak detection
service, but at times it isn’t possible to find a leak in an hour even with the
modern equipment we have.
Q3. Do you repair leaks free of charge?
Yes, if we can pinpoint the leak (within the one hour’s free advice) and the pipe
is accessible and in reasonable condition, we’ll carry out the first repair on your
underground supply pipe free of charge. If you don’t have a meter, we will ask
you to agree to have one fitted for at least 12 months to take advantage of the
free repair. However, a free repair is not advisable in all circumstances; in some
cases we recommend a complete pipe renewal. It is important to remember that
we only carry out one repair free of charge.
Q4. How much will a renewal cost?
We will give you a ‘no obligation’ fixed quote from AquaCare, our plumbing
division. If you accept this quote from AquaCare, we will give you a subsidy
provided that a free repair has not already been undertaken at your property.
You can pay AquaCare in four direct debit instalments, interest free over 10
months. We recommend that you ask for other quotes before making a decision.
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Q5. Will my insurance cover it?
You should contact your insurance company. Some policies cover this but most
cover only accidental damage, not wear and tear. AquaCare provides
insurance for this type of work. If you live in rented property, the landlord is
usually responsible for this work.
Q6. How has this leak happened?
Most leaks occur because the supply pipe is badly corroded, a fitting has failed
or the plastic pipe has aged. It is often cheaper to replace a supply pipe than
find and repair a leak or leaks. A recent meter installation can also highlight an
existing leak that you did not know about.
Q7. Is the leak damaging my property?
We can’t say for sure because we do not know exactly where the leak is. We
strongly advise you to act promptly in case it is damaging the foundations of
your property or those of a neighbour.
Q8. Do I have to get the leak repaired?
Yes, you have a legal obligation to repair any leaks on your pipe work, but we
do allow you time to get quotes if required. If you have a meter and don’t repair
it within 28 days of confirmation of the leak, you will lose any allowance we
could give you for the lost water. We have legal duties to promote the efficient
use of water and to act where we find it is being wasted. Therefore we have to
ask you to act reasonably quickly if you have a leak. We may serve you with a
legal notice, requiring you to stop the leak at your expense in case of
unreasonable delay in fixing the leak.
Q9. How do you calculate my allowance for the cost of lost water?
After the leak has been repaired we take two meter readings about a week
apart and see how much water you use each day. We can then calculate what
your meter reading should have been and will refund the cost of the wasted
water. We will send you a letter explaining the calculations.
Q10. Do you have any special equipment to detect a leak?
We do have equipment to assist in finding a leak, but there is a significant
possibility that we will not be able to pinpoint its location accurately enough
to justify excavating the ground. If it is a small leak and there is no water
showing at the surface, we will probably advise you to replace the whole
pipe. We could spend longer trying to find a leak but you would have to pay
for this.
Q11. Who can I get to repair the leak or replace the pipe?
We recommend our plumbing division, AquaCare, or you can employ the
contractor of your choice. We always suggest you ask for at least two other
quotes. If you select AquaCare, you are entitled to a free repair provided that
the leak can be pinpointed. Alternatively if it cannot be pinpointed, you can
receive £235 (including VAT) towards the cost of replacing the pipe. If you
use another contractor, this subsidy does not apply.

Q12. Will it make a mess – will the garden be dug up?
If we repair a leak, this will involve digging a hole. If AquaCare replace a pipe,
where possible they use a pipe-pulling “mole” which effectively drills
underground and avoids the need to dig a trench in your garden to a certain
extent. However, they will probably have to make a succession of small holes,
but again only a survey will determine how much digging has to be done.
Q13. Will the garden look the same afterwards?
Yes, as near as reasonably practicable, although we will not replace plants or
shrubs. We will do our best to leave your garden as we found it but the finish in
drives and pathways may not exactly match the original surface.
Q14. Do I have to tell you that the pipe has been fixed?
Yes, if you want us to consider a leak allowance for the water lost, please let us
know within 15 days from the date of the repair or replacement.
Q15. Will the sewerage company give me an allowance?
We will pass all the details of the lost water to Wessex Water or Southern Water
(depending on which of these companies provides your sewerage service) and
they may give you a rebate on your sewerage bill.
Q16. Will I have to pay for leaking water?
Not if this is your first leak and you get it repaired within 28 days after it has
been confirmed.
Q17. What if the leak is internal, say from a faulty overflow or tap?
We advise that you contact a plumber in this case.
Q18. Will you give me an allowance for lost water from an internal leak?
No. Leak allowances only apply when the leak is on the undergound supply
pipe.
Freephone Leakline: 08005 878 979
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What can happen when you suspect a leak on your underground pipework
You check your system and there
is still a problem. We will visit
and give a free one-hour leak
detection service
Leak on your internal
plumbing
You call a plumber
No further action from us if
internal leak is fixed.
No leak
allowance
If waste
continues
BWHW may serve a
legal notice.
You phone us about a suspected
leak or we tell you that there
may be a leak.
No leak found
No further action
1st leak
You have the pipe
repaired or relaid.*
(Repair is free and
relay is subsidised if
work is carried out
by AquaCare.)
Allowance is given
if the leak is fixed
within 28 days of
confirmation of leak
You check your system
– no leak found
No further action
Suspected leak on
underground
pipework
Inspector confirms leak
2nd or
subsequent leaks
Consider* 2nd
subsidised repair or full
cost relay by AquaCare
You have the
pipe fixed
No second
leak allowance
if an allowance
has already
been given.
*If the supply is unmetered and we repair the supply pipe free of charge, we will
require a meter to be fitted for 12 months.

Conditions of our supply pipe repair policy
Where possible, we will carry out a repair to your underground water supply pipe
somewhere between the limit of our ownership (in most cases the boundary stopcock),
and the point where the pipe enters your house. The following conditions apply:
� You must receive a water bill from us.
� The service is subject to survey.
� It applies to houses or buildings with living accommodation, and may include flats. It
does not apply to commercial premises or other businesses, including mobile home
parks.
� The repair service applies only to underground supply pipes and no other pipes or
equipment.
� Due to our normal other essential workload, there may be a delay in attending to the
leak at your home. If you cannot wait for us, you should make other arrangements at
your own expense.
� The underground supply pipe is part of your property. We do not assume any
responsibility for it or ownership of it.
� The free repair service does not cover any pipes inside, or under any building or
structure.
� If the pipe passes through land that you don’t own, we will offer this service only if you
agree access with the landowner/occupier, without any charge to us.
� We will permanently reinstate the excavation, but will not replant shrubs or plants.
We will replace the ground that has been dug out. If this is unsuitable, we will
replace it with dry material. Turf, slabs, and blocks will be replaced but their
disturbance may remain evident. Concrete and tarmac surfaces will be patched but
the finish may not match the existing surrounding area. If blocks or paviours are
broken to gain access to the leak, you will need to find matching replacements and
install them. In the unlikely event of any ground settlement occurring after the repair,
it is your responsibility to remedy it.
� A free repair will include the replacing of a section, up to 1.5 metres, of the existing
pipe.
� If the repair leaks within one year, we will investigate it. If the materials or
workmanship are found to be faulty, we will repair the pipe free of charge. You will
be charged for investigating and repairing the leak if it has occurred for any other
reason.
� Free repairs are carried out during normal working hours: Monday-Thursday from
0800-1545 and Friday from 0800-1530, except where exceptional circumstances
exist, for example, a risk to a person or property.
� We will not accept any liability for your supply pipe or for damage caused by
leaking water unless such damage can be reasonably attributed to faulty or
inadequate material that we have supplied.
� We may withdraw the service or change the offer without previous notification.
� Our free repair, subsidised replacement or subsidised second repair service is not a
legal requirement for us. It is entirely discretionary.
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A representative from AquaCare, our plumbing division, will contact you to arrange a
convenient time to call and discuss the work.
Their telephone number is 01202 591100.
You can phone AquaCare if you wish to discuss this further.
Name of representative who called to see you (CAPITAL LETTERS)
................................................................................................................................................................................................................................
Phone: ………........................................………………..
Bournemouth & West Hampshire Water
Francis Avenue
Bournemouth
BH11 8NX
Telephone 01202 590059
Fax 01202 597031

✁
Form to sign if you wish us to investigate and where possible repair
the leak on your supply pipe free of charge
Please return this section only to the address on page 8:
I have received and agree with the conditions under which Bournemouth & West
Hampshire Water or their agents offer to investigate and, where possible, repair an
underground leak on my property.
Name: ......................................................................................................... Account No: ............................................................
Address: .........................................................................................................................................................................................................
.................................................................................................................................................................................................................................
................................................................................................................................... Post Code: .............................................................
I am the owner of the land and authorise Bournemouth & West Hampshire Water to
carry out the work of investigating and, if possible, repairing the leak on this
property.
Signature: .......................................................................................................................Date:.............…………………………………
✁
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Bournemouth & West Hampshire Water Plc
George Jessel House, Francis Avenue, Bournemouth, Dorset BH11 8NX
Customer Service: 01202 590059
Fax: 01202 597022 E-mail: customerservice@bwhwater.co.uk
Customer Service opening hours: Mon-Fri 8am-6pm, Saturdays 9am-2pm
Automated debit and credit card payment service: 0800 389 5110
Freephone Leakline: 08005 878 979
If you have an enquiry about your sewerage service please call:
Wessex Water – phone 0845 6003600
Southern Water – phone 0845 2720845
www.bwhwater.co.uk
SO37/08/2008