Supply pipe leak FAQs
Practical answers about checking for a leak, arranging a visit and paying for repairs. Supplier schemes and insurance cover depend on your circumstances.
0333 567 2637Seven days a week, 7am to 9pm. Fixed price agreed before anyone travels.
Checking for a leak
Signs to investigate and what a meter test can tell you.
How can I check whether the supply pipe is leaking?
If your meter is outside, turn off taps and water using appliances. Close the internal stop tap gently, record the meter reading, wait 30 minutes without using water, then read it again. Do not force a stiff valve.
A rising reading suggests water is escaping or being used between the meter and the closed valve. A faulty valve, shared supply or another branch can complicate the result. An unchanged reading does not rule out an intermittent leak. Ask for help if the meter or valve is inaccessible.
Guidance: Thames Water household leakage guidance; ADI Liverpool investigation.
Can I have a leak without a wet patch or a high bill?
Yes. A hidden leak may not produce a visible wet patch. If you are not billed by a meter, extra water loss will not show as increased usage on your bill. Persistent damp ground or unexplained pipe noise can be reasons to investigate, but neither proves a supply pipe leak.
With a metered bill, check the readings and any change in household use as well as looking for leaks.
Guidance: ADI water mains service; Scottish Water customer leakage guidance.
Does low water pressure mean there is a leak?
A leak is one possible cause. Partly closed valves, restricted pipework or a problem on the public network can also reduce pressure or flow. Check your supplier’s service updates and ask them for advice if the cause is unclear.
Guidance: Ofwat water pressure guidance.
Pipe responsibility
Private pipes, shared supplies and water company notices.
Who is responsible for the supply pipe?
The property owner normally maintains the private supply pipe; the water company maintains its main and communication pipe. The boundary is a useful guide, but the exact arrangement can differ, especially where pipes cross other land. Ask your supplier to confirm responsibility.
If you rent, report the problem to your landlord or managing agent before arranging work. If the leak is on the water company’s pipe, report it to them.
Guidance: Scottish Water customer leakage guidance; Thames Water household leakage guidance.
What if the supply pipe is shared?
Owners are normally jointly responsible for the shared section. A branch serving only one property is normally that owner’s responsibility. Confirm the pipe arrangement and any agreements before deciding how repair costs should be split.
Tell us before booking: access to other properties may be needed for testing.
Guidance: Thames Water household leakage guidance; ADI full booking terms.
What should I do with a water company leak notice?
Contact the company promptly and follow the deadline and instructions in your notice. Ask what help is available and tell them if access or repair arrangements are causing a delay.
In England and Wales, a water company can use section 75 of the Water Industry Act 1991 to require action and may recover costs if it has to undertake work. Scotland has a separate legal framework. Do not assume the same notice period applies everywhere.
Guidance: Thames Water household leakage guidance; Scottish Water customer leakage guidance.
Costs and cover
Quotes, supplier assistance and insurance.
Will my water company repair the leak for free?
Possibly. Some suppliers offer free or assisted repairs, subject to eligibility, access and the condition of the pipe. There is no universal free first repair. Ask your own supplier about its current scheme before booking private work.
Guidance: Thames Water leak repair conditions; Scottish Water customer leakage guidance.
Can I claim back the cost of wasted water?
If you pay for metered water, you may qualify for a leak allowance after the leak is repaired. The supplier sets the eligibility rules, deadlines and evidence requirements, so a credit is not automatic.
Keep meter readings, the repair invoice and the engineer’s report. Ask your supplier whether water charges, sewerage charges or both can be adjusted.
Guidance: Thames Water leak allowance conditions.
Will home insurance cover the work?
Your policy may cover locating and accessing a leak, damage to underground pipes, or resulting water damage. These are different types of cover; approval for one does not mean every cost is covered.
Ask your insurer about your external supply pipe, the excess, limits, exclusions and any approval needed before work starts. A report can support a claim, but cannot guarantee payment.
Guidance: Financial Ombudsman guidance on underground pipes.
What does the detection visit cost?
We quote for the investigation before booking. Access and repair are separate from detection. Confirm what is included, including VAT, materials and parking, before you agree to the work.
Guidance: ADI full booking terms.
What does no find, no fee cover?
It is conditional, not a guarantee for every job. ADI’s full terms require one qualifying domestic appointment and instruction for ADI to carry out access and repair. They define a successful detection as narrowing the leak to a room or an area of 5 metres by 5 metres.
Shared supplies, commercial properties, intermittent leaks and investigations finding no active pipework leak are among the exclusions. Other property and pipework restrictions apply. Read the full terms and confirm eligibility before booking.
- A single leak at one property, losing at least 0.5 litres per minute.
- Water mains up to 30 metres and hot or cold feeds only.
Guidance: ADI full booking terms.
Your visit
Access, timing and the investigation report.
Will you need to dig up my drive?
We use equipment such as acoustic listening and tracer gas to narrow the search before excavation. Some access may still be needed to confirm the location and reach the pipe for repair. We cannot promise that every investigation will be free of digging or damage.
Guidance: ADI water mains service; ADI service FAQs.
How long should I allow for the visit?
We allocate a full day to finding the leak. We aim to repair it during the visit where access, materials and time allow.
Guidance: ADI service FAQs.
What should I arrange before the visit?
Arrange access to the property, meter and stop taps, and parking nearby. Tell us about shared supplies or faulty valves when booking. Have any water company notice and recent readings ready.
You do not have to remain on site if access is arranged, but you need to be available by phone during the appointment.
Guidance: ADI full booking terms; ADI service FAQs.
Will I receive a report?
Yes. ADI provides a written report of the investigation to support an insurance claim, released after payment. You can also ask your water company what documents it needs for a leak allowance. The insurer or supplier decides whether the claim meets its conditions.
Guidance: ADI service FAQs; Thames Water leak allowance conditions.
Repair and replacement
Repair options and restoring the surface.
Can you repair the leak during the visit?
We aim to find and repair it during the booked day. A repair depends on safe access, suitable materials and enough time. Any repair is quoted separately for your agreement.
Guidance: ADI water mains service.
Should I repair or replace the pipe?
The decision depends on the condition of the whole run, the fault and the practical cost of each option. One damaged joint may be repairable; deteriorated pipework may need replacement. The material alone does not settle the question.
If you suspect lead pipework, ask your water company about testing and replacement advice before arranging work. Replacing only your section may leave lead pipework elsewhere in the supply.
Guidance: ADI Liverpool investigation; Drinking Water Inspectorate advice on lead.
Who restores the surface afterwards?
Pipe repair and restoring a driveway, floor or garden are different jobs. Confirm what the quote includes before excavation. Drying and reinstatement may need a separate contractor; ask your insurer about cover before commissioning that work.
Guidance: ADI service FAQs; Financial Ombudsman guidance on underground pipes.
If it is not answered here, ask
Describe the property and what the meter is doing. Most questions are quicker to settle on the phone than by reading, and there is no charge for asking.
The office team speak to every customer before an engineer is booked, and the engineer who attends is the one who writes the report.
Seven days a week, 7am to 9pm
England, Scotland and Wales. £5 million public liability insurance.