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A mains water leak usually means water coming up through the ground, a sudden loss of pressure, or no water at all. What matters first is stopping the flow, then working out whose pipe it is, because that decides who fixes it and who pays.
We are open 9am to 7pm, every day. There is no 24-hour promise on this site, because nobody would be answering at 3am. The steps below work whatever the time.
Step 1: turn off the internal stop tap
The internal stop tap is usually under the kitchen sink, sometimes in a downstairs toilet, cellar or garage. Turn it clockwise until it stops. That cuts the supply to the house, which stops a leak inside and takes pressure off the pipework.
If the water is near sockets or light fittings, keep clear and turn the electricity off at the consumer unit if you can do so safely.
Step 2: work out whose side it is on
Severn Trent owns the water main, the communication pipe, the boundary stop tap and the meter. You own the supply pipe from the boundary to your house.
- Water coming up in the road or pavement is almost always Severn Trent‘s. Report it free on 0800 783 4444, their 24-hour line.
- Water coming up in your garden or drive is usually from your supply pipe.
- A meter still turning with the internal stop tap off means the leak is between the meter and the house, on your supply pipe.
Step 3: call the right people
For a leak on your side, call us between 9am and 7pm. We talk you through isolating it properly, then locate it with underground water leak detection and fix it through one hole with a supply pipe repair.
If the water has damaged the house, ring your insurer as well. Photograph the damage before anything is moved. Escape of water cover usually pays for the damage, and trace and access cover for finding the leak.
If Severn Trent cuts off the supply
A water company can disconnect a supply in an emergency where water is being wasted, under Section 75 of the Water Industry Act 1991. If that happens, it has to tell you what needs fixing before it reconnects. The fastest way back on is to get the leak located and repaired. The private leakage notice page covers what the law says.
What's included
- Phone advice on isolating the supply
- Help working out whose side the leak is on
- Visit to locate the leak on your supply pipe
- Temporary measures to limit water loss where possible
- Repair through one hole once located
- Pressure test after the repair
- Photos and report for your insurer
- Invoice for the Severn Trent leakage allowance
How the options compare
First move
- Do it yourself
- Search for the leak with the water on
- Dig-and-hope operator
- Turn up and start digging
- Proper leak detection
- Stop tap off, then find out whose side it is
Leak in the road
- Do it yourself
- Pay someone to look at it
- Dig-and-hope operator
- Charged for a visit
- Proper leak detection
- Told to call Severn Trent free
Leak on your side
- Do it yourself
- Guesswork
- Dig-and-hope operator
- Trial holes
- Proper leak detection
- Located, then one repair hole
Insurance
- Do it yourself
- No evidence
- Dig-and-hope operator
- An invoice
- Proper leak detection
- Photos and a written report
