Have you identified a leak on your property?

If you have identified a leak on your property, you may not be sure who can fix it or how to fix it. The following information will help you understand who is responsible for fixing the leak and in what situations we may be able to help you. 

Water pipe from house to water meter

Property owners own and are responsible for the installation, repair, maintenance and replacement of all the private fittings, mains connected water tanks and pipes on their property up to the water meter and sewer connection point. If a leak or blockage is detected in these pipes, it is the property owner’s responsibility to fix it. We recommend the property owner contacts a plumber to rectify the problem as soon as possible.

We are responsible for the water meter and the pipes leading away from the property. If a problem is detected in these pipes, it is our responsibility to fix it. Please contact our faults and emergencies team on 13 23 64 (available 24/7) if you discover a problem with our pipes.

Urban Utilities is responsible for:

  • The water meter
  • The pipes from the water meter that connect to the water main.
  • If a problem is detected in these pipes, please contact our faults and emergencies team on 13 23 64 (available 24/7), or visit Faults and Interruptions to report a leak online

As a property owner, you are responsible for:

  • All pipework within the property boundary including fixtures, fittings and water tanks
  • All pipework leading from the property up to and including the connection point to the water meter. This may be located outside your property boundary e.g. the council footpath or common property. 
  • The cost of water associated with any leaks at your property up to the connection point of the water meter
  • Arranging and paying for a licensed plumber to repair your pipework.
  • If a leak is detected in these pipes, please call a plumber to repair them.

An underground or hidden leak is commonly referred to as a concealed leak. These leaks can be difficult to locate. Whilst you are responsible for the cost of water lost due to leaks on your property, eligible customers can apply for some assistance to help reduce these costs.

The first priority is to have the leak fixed by a licensed plumber as soon as possible.
You can use a plumber of your choice to fix a leak on your property.

Alternatively, you can contact OneTouch Services, who manage accredited and trusted plumbers that are experts in identifying and rectifying concealed leaks. You can call them on 1300 036 404 or visit www.johnslyng.com.au for more information. 

Read our Concealed Leak Policy to see if you are eligible to apply. If you think you could be eligible, visit Concealed leak financial assistance to find out how to apply.

What if my concealed leak application is unsuccessful or I'm not eligible?

To assist you with payment of the water bill, we can provide you with an interest free payment arrangement. To discuss your individual circumstances please contact us, or speak with your case manager

Need to apply for concealed leak financial assistance?