Things aren't too bleak when dealing with leaks

We understand how frustrating it can be to walk down the street and see a seemingly untouched leak you reported days ago. However, there is a rigorous process to fix leaks, to ensure the best and safest repair is carried out.

We are committed to reducing the amount of water lost to leaks, both on our network and in customers’ homes, by 15 per cent between 2020 and 2025 as well as working to halve leakage by 2050.

To do this, we have 52 teams out in our supply region fixing reported leaks and a further 60 leak detection experts using innovative technologies across our network. We’re also investing in our network, with more than £489 million being spent to develop new resources, extend and upgrade treatment works, and lay new water mains to reduce the risk of bursts.

Why is our infrastructure leaking in the first place?

Our network comprises 9000 miles of pipework. If you stretch it out into one straight line, it will reach from here to Australia!

To connect all the pipework, we have 6 million joints. With that amount of pipework and joints of different sizes withstanding pressure 24/7, it is inevitable that some will leak or burst.

When a leak is reported through our live map, over the phone or through social media, an agent from our technical team will be assigned and look at the information provided.

Depending on the amount of water lost or the risk of an accident or damage, the leaks are prioritised into categories:

• trickle or steady flow - lower
• gushing leak or burst - higher

The agent will then check our systems to see if the leak has already been reported. This saves time and resources on sending out a technician to investigate the same leak more than once.

If it hasn’t already been reported, a work order is raised for a technician to attend and assess the leak. The technician will check the area around the leak to see if:

• traffic lights or other forms of traffic management are required
• road closures are needed
• there are any access issues, for example, blocking a driveway
• the cause of the leak

If the leak is an easy fix, such as a loose bolt, the attending technician will fix it at this point.

If the repair is more complex, our contract planners will liaise with the Highways Authority in the area to gain a permit to complete the repair.

Sometimes water leaking may not actually be clean, drinking-quality water from our mains. For instance, it could be excess rainwater overflowing from a drain, so in these instances, we would contact the appropriate company for what we find.

What is a permit and why do we need it?

A permit is permission to dig up a road or install traffic management. The purpose is to coordinate all utilities’ work in a particular area.

We would apply for a permit for the following:

• any work carried out on all streets publicly maintained by or on behalf of the Highways Authority
• work that requires excavation of the Highway Authority's assets
• any work that requires traffic management that will cause disruption to pedestrians or road traffic

The permit will authorise work to be carried out within a specific time frame. The type of work required, and the length of time needed for the repair will determine how long the permit will take to obtain.

If other utilities are working in or near the road where the leak is reported, the authority will encourage collaborative working, where they will propose one job to be finished and the next repair to be completed while the hole is still open.

In the event of an emergency, i.e., burst main, customers without water or health and safety risk, we can start work immediately and apply retrospectively for a permit, but we must apply within a set timeframe of the works beginning.

Once the repair is complete, we will reinstate the area. The area may remain closed to allow the road surfacing to harden, and we will return to reopen the area when it is safe.

We take leaks seriously and have a number of goals for reducing leakage in our plans for building a sustainable future of water supply. See more on our future water plans.