Leak on your property

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 as soon as possible.

If your water meter has been repaired or replaced in the last four months, please contact us as soon as possible. Find out more here.

If there has not been any recent work on or near your water meter, we recommend engaging 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

Customers are responsible for repairing leaks and maintaining all private plumbing up to and including where it connects into the water meter. We are responsible for the water meter and the pipes leading away from the property. 

When working on our infrastructure, our expectation is that customers will maintain their private plumbing to such a standard that it is able to withstand the minimal disturbance required by maintenance activities.

However, we will investigate all reports of leaks on or near a water meter that has recently been repaired or replaced.

If a leak occurs within four months on appropriately maintained private plumbing which could reasonably have been caused by our work on the meter, we will arrange for the leak to be repaired (subject to assessment criteria). An account adjustment may also apply for any increase in water consumption following the leak*. 

For further information, please see our Leak at Water Meter Policy.

If you suspect a leak or have any concerns within four months of a meter repair or replacement at your property, please call 13 23 64 or send us an online enquiry.

*Please note: If you do not contact us to investigate a possible leak following work at the meter and instead engage a private plumber, Urban Utilities will not consider requests for reimbursement or financial assistance.