Guides › Energy and Water Bills › Leak on My Water Pipes: Who Pays?
Leak on My Water Pipes: Who Pays?
Your water company is responsible for the water main and the pipes from the main up to your property boundary, plus the outside stop tap and any meter. You are responsible for the pipes on your own property and inside your home; shared pipes are the joint responsibility of everyone connected.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Who Is Responsible
The Split
The water company is responsible for the main and pipes connecting it up to your property boundary, the external stop tap and any meter. The homeowner is responsible for water pipes on private property. Shared pipes are the joint responsibility of all connected owners. Internal pipes and fittings are yours to repair; Watersafe lists approved plumbers. source
Complaints
Tell the Water Company First
For water, start by telling your water company what is wrong and giving it a chance to fix it. If it does not reply within 10 working days, you may be due a payment under the Guaranteed Standards Scheme. source
Consumer Council for Water
You can take your complaint to the Consumer Council for Water (CCW), which is free, once you have a final response (written or spoken) or eight weeks have passed since you first complained. Include evidence such as emails, bills or call notes. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 10 working daysWater company reply at each of its two stages10 working days
- 8 weeksWater complaint to the Consumer Council for WaterAfter a final response, or 8 weeks from your first complaint
Steps to Take
Step 1 of 5
Work out where the leak is: before or after your boundary.
Step 2 of 5
Report leaks outside your boundary to your water company.
Step 3 of 5
For leaks on your property, use an approved plumber.
Step 4 of 5
If you have a meter, ask your water company about help with the extra water used.
Step 5 of 5
If the company does not act on its pipes, complain, then go to the Consumer Council for Water.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Water Company's Complaints Team
Always start here, in writing, then ask for a review if needed.
Consumer Council for Water
After a final response, or 8 weeks after your first complaint.
Good to Know
Small things that make your complaint stronger.
If you rent, tell your landlord: repairs to the water supply are usually their job.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- ccw.org.uk/faq/who-is-responsible-for-my-water-pipes Checked 13 October 2026
- ccw.org.uk/advice-and-support/make-a-complaint Checked 12 October 2026