08/084 Supply Pipe Policy - Sembcorp Bournemouth Water

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6 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 <strong>08</strong>00-1545 and Friday from <strong>08</strong>00-1530, 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. 7
Page 2 and 3: page 1 This leaflet Responsibility
Page 4 and 5: 2 How we can help if your pipe is l
Page 6 and 7: 4 Q5. Will my insurance cover it? Y
Page 10 and 11: 8 A representative from AquaCare, o
Page 12: Bournemouth & West Hampshire Water

08/084 Supply Pipe Policy - Sembcorp Bournemouth Water

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