If you are a metered South West Water customer and a leak has pushed up your bill, you may be able to claim a leak allowance. It credits your bill for the water lost once the leak is repaired. You usually need to fix the leak first, then apply within a set time window. Eligibility and limits apply, so confirm the current terms with South West Water.
A hidden leak does not just waste water, it shows up on your bill, sometimes for months before anyone notices. If you are supplied by South West Water across Cornwall, there is a scheme that can soften the blow: the leak allowance. Here is how it works, who can claim, and the order you need to do things in.
What the leak allowance is
South West Water, like other UK water companies, runs a leak allowance for metered customers. When a leak causes you to be charged for water you never actually used, the allowance credits your account for that lost volume once the leak has been repaired. It is a recognition that you should not pay full price for water that ran into the ground.
It applies to metered customers. If you pay a fixed, unmetered charge, your bill is not based on volume, so a leak allowance does not work the same way.
Who is likely to qualify
- You are a metered household customer.
- The leak is on a pipe you are responsible for, typically the underground supply pipe that runs from the boundary into your home.
- The leak has been repaired (the allowance is granted after the fix, not before).
- You apply within the time limits South West Water sets, and you have not already claimed within their stated period.
If the leak is on South West Water’s own network rather than your supply pipe, that is their responsibility to repair, and you should still report it so any effect on your meter is put right.
The order of events matters
This is where people slip up. The allowance is tied to a repaired leak and a deadline, so the sequence is:
- 1. Find the leak. A meter that keeps moving with all your taps off is the classic sign. Our guide on why your water bill is so high walks through the meter test.
- 2. Pinpoint it. A non-invasive survey locates the exact spot so the repair is quick and targeted, rather than digging up the whole drive. This is what our underground water leak detection service does.
- 3. Repair it within South West Water’s stated timescale (this can be tighter for a severe leak).
- 4. Apply for the allowance, with evidence of the repair, within the window after the fix.
South West Water has at times also offered a subsidy toward replacing a leaking supply pipe if you act within their deadline. It is worth asking what help is on offer at the point you report the leak.
How to apply
Once the leak is repaired, complete South West Water’s leak allowance application form, either online through your My Account or on paper, and submit it with any evidence they ask for. Because the rules, time limits and any subsidy can change, check the current details on the South West Water leak allowance page before you apply.
None of this replaces fixing the leak, which is the part that actually stops the loss. If you suspect a hidden or underground leak in Cornwall, the sooner it is found, the less water you lose and the sooner you can claim.
Frequently asked questions
Who can claim a South West Water leak allowance?
It is for metered customers who have had a qualifying leak, usually on the underground supply pipe you are responsible for, and have had it repaired. The allowance credits your bill for the water lost. Check the current eligibility rules on the South West Water website.
How do I apply for the leak allowance?
Apply after the leak is repaired, using South West Water’s leak allowance application form, either online through My Account or on paper. You normally need to apply within a set window of the repair, so do not leave it too long.
Does the allowance cover repairing the pipe?
No. The allowance credits your bill for water lost, it does not pay for the repair. South West Water has at times offered a separate subsidy toward replacing a leaking supply pipe, so it is worth asking what help is available when you report the leak.
How long do I have to apply?
There is a deadline after the repair, and a limit on how often you can claim. The exact windows are set by South West Water and can change, so confirm them on their website rather than relying on a date here.
Need the leak found before you can claim?
We pinpoint hidden and underground leaks across Cornwall with non-invasive equipment, then give you a written report for your repair and your claim. Fast response.