Water leak - Nightmare

[Member968405]

We've had ongoing problems for years with local water company - they have said there's a leak on a pipe in our property and we have to get it fixed. We'd never had the spare thousands to do this.

Edwardian terrace, small yard out the back - water pipe goes through one other property's yard before it reaches a road.

We're now in a situation where DH has agreed without my knowledge that the water company can come and fix it on Monday. They will need to come through the house and dig up the small yard - so lots of disruption at a holiday time. They will fill in holes but may not restore paving etc.

The worst thing is though - they have said they will invoice us for this work, and DH has no idea how much this will be and whether we can pay in instalments. He said he asked and they wouldn't give an estimate. He's just told me now. It seems so wrong that we can have been forced into this situation.

We had the option of arranging for the work to be done privately - but it seemed unwise to get a private contractor to work on a mains pipe - the work should surely be done to a proper water-company standard?

I'm panicking. Our only options at this stage seem to be to not let them in on Monday - at which point they will resume the threats of legal action.

Anyone else been through this? Or have any inside knowledge? I really don't know what to do.

Check your buildings insurance, it may all be covered.

I would have dug the hole ( yourself or builders ) and then just get the water company ( or used a plumber) to fix the leak )
If the utility company are doing it get ready for a large bill.
I had a gas pipe moved about 4 meters once they made a right mess and just bodged the patio back after ( luckily we were replacing it all ).

How do they know the leak is in your part of the supply pipe and not the neighbour's?

Phone and say you have covid symptoms and you are self isolating so they cant come through the house. Postpone and take over all this from your husband. Write to them and say you require a written statement of the work to be done with costing quote for each part of the work and also Ts and Cs explaining what responsibility they have to make good your garden. Also state that you want a written explanation of how they know the leaked in your supply pipe not your neighbour's section. Also ask if you can have the repair
done privately and what requirements they have for proving the work is done. If you arent satisfied with the reply, then write back and say you won't agree to the work as they have not yet provided a reasonable written breakdown and costing, and that you are escalating as a complaint. Then write a letter of complaint To whatever address you find on their website explaining that no customer should be expected to foot work with no explanation of likely costs and complexity.

Meantime start saving and researching cheaper companies who can fix it. You are responsible for the supply pipe on your property and so they can require you to fix this.

I’m really grateful to all commenters so far -thank you so much - I love this site 💕. SillyoldMummy I think I will follow your advice which is really helpful. We’re in Tier 4 so they shouldn’t be coming in the house anyway

You own the supply pipe from the external stop tap up to and in to the house. The water company's responsibility ends at the external stop tap. They can however insist on repairs being carried on private supply pipes (from memory its under the water industry act) and charging it back you OR you can get your own contractor to do it.

Given the age of the property it might be a shared supply with next door. Does one stop tap turn off the supply to both houses? It might also be made of lead, especially if the pipes have never been replaced since the house was built. A good idea to bite the bullet and get it replaced rather than patched.
If you don't get it repaired you can end up with high water and sewerage bills (if you're on a meter) and associated problems like subsidence from soil washing away and damp in your house.

I'm staggered at your husband effectively signing a blank cheque.

Was there an agreement with your neighbour over the pipe and yes as previous poster, does it supply them as well?

Is it a water supply pipe, or a waste/soil/sewer pipe?

We are in a similar position and this needs to be addressed next week. I’m going to get two local companies to quote and ask the relevant water board for their quote as well.

It’s only just come to light before Christmas the leak is underneath our property and the inspection people did a temporary fix but it needs rerouted outside and not underneath our kitchen extension. Kitchen extension done before we purchased the house.

We have also built up a good rapport with the guy from the water board that does help so he knows we are on the case and not just ignoring the situation.

Call your home insurance - it should be covered.