Leakage allowance

If a leak has increased your bill, we usually offer an allowance once it has been repaired.

You will get the allowance automatically if we know that a leak has been repaired.

If we were unaware of the leak, you will need to apply for it.

If you are a metered customer

Metered customers who have had a leak repaired are eligible for the allowance.

You will normally receive a full allowance for the water and sewerage charges caused by the leak.

Unmetered customers are not eligible for the allowance.

If we only provide your sewerage services

If your water is supplied by Bristol Water or Bournemouth Water, they will provide your allowance for leaked water.

We will still adjust your sewerage charges if we know the leak has been repaired.

You could get an allowance for your sewerage charges even if you do not get one from your water supplier. All we need is proof that the leak has been repaired, eg, a plumber’s bill.

Additional information

• For leaks that you are responsible for fixing, you must repair the leak within 28 days of our visit to qualify for the allowance and you must claim the allowance within six months of the date of repair.
• The allowance is calculated based on your normal usage – you won’t have to pay your affected bill until this has been done.
• If you are a newly metered customer, we will take readings after the leak has been repaired to work out your normal usage.
• The allowance will be backdated up to a maximum of two years.
• You can claim a maximum of two leak allowances for leaks inside your home. If you ask for a second or subsequent allowance, you may be asked to show that you are keeping a regular eye on your water supply, eg, by taking meter readings and dealing quickly with unexplained use.