Non-household customers are responsible for ensuring that all the pipework within the boundary of their property remains in good condition and does not leak.
As a commercial customer, you are charged for all the water that passes through your meter, so it also makes good financial sense to ensure you are not letting any of it go to waste.
We will consider an allowance against sewerage charges when you experience a leak and where you meet the following conditions:
. There has been an excessive bill due to a leak on the meter (in this case we will consider allowing both water and sewerage charges)
. There is a leak on your external underground pipe work
. You supply proof of repair and confirmation that the leaked water did not return to the sewer
. The leak is the first one since the meter was installed
. The leak was repaired within two weeks of discovering it
We will not make an allowance for water charges, or
. Leaks on internal plumbing, for example toilet cisterns, urinals and heating systems
. Leaks caused by your negligence
. Leaks you knew about and did not either report to us, or repair yourself
. Leaks caused by a third party (unless the leak was caused by United Utilities or one of its contractors)
It is worth checking your insurance policy to see if you are covered for the cost of the water lost and repairs to internal pipework or systems that are your responsibility.
Adjusting sewerage charges
If we agree to adjust your charges, we will base the adjustment on how much water you have used in the past. The allowance will normally be given from the last but one actual meter read. We normally check this adjustment against your actual water use after the leak has been repaired.
You must continue to pay your account as normal while your claim is being considered. Any allowance will be deducted from subsequent bills.
How to claim
If you believe you meet the conditions above, please complete our burst allowance claim form and return it to us at the address shown on the form.