Bursts on your water supply pipe

If you live in a metered property and have a burst on your water supply pipe, you may be eligible to claim for the cost of the water lost.

United Utilities operates a leakage code of practice for our customers occupying domestic premises. We recommend you read this document before submitting your burst allowance claim form.

United Utilities will consider reducing your water and sewerage volumetric charges on the first occasion that a leak is discovered.

If you find a leak on your supply pipe (which is the pipe which transports water from the street boundary into your home), we may repair the leak without charge under our private leak investigation scheme (which is explained in detail within our leakage code of practice factsheet).

If you discover a leak on your supply pipe, we will also make a one-off allowance for the cost of water lost, once we are satisfied that the leak has been repaired. To qualify for this allowance, the leak must be the first one since the meter was installed.

We will not adjust your charges for:

  • Leaks on internal plumbing, for example toilet cisterns and heating systems
  • Leaks caused by your negligence
  • Leaks you knew about and did not either report to us, or repair yourself within two weeks
  • Leaks caused by a third party (unless caused by United Utilities or one of its contractors)
  • If your meter is inside your property, the leak will be on your internal pipework.

In these circumstances, it is worth checking your insurance policy to see if you are covered for the cost of repairs to internal pipework or systems that are your responsibility.

Adjusting your charges

If we agree to adjust your charges, we base the adjustment on how much water you have used in the past. If there is no record of how much water you have used in the past, we base the adjustment on the typical use for a similar property. We normally check this adjustment against your actual water usage after the leak has been repaired.

You should continue to pay your account as normal while your claim is being considered. Any allowance will be deducted from subsequent bills.

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