This page explains what to do if you have a water leak or another problem with your water supply.
Follow these steps to identify the cause of the problem and get the right help.
If you have no water
If you have no water, or there is a problem with the water supply to your property, contact Thames Water.
If only one tap or outlet is affected, but not the whole house, report a housing repair.
If you have a water leak
Try to locate the source of the leak.
For example:
- water coming through the ceiling
- a leak from bathroom fittings, e.g. a bath, basin, taps, or waste pipes
- a leak from kitchen pipework, e.g. under the sink
- leaks from a water storage tank in the loft
If the leak is an emergency
Treat the leak as an emergency if water is flowing quickly or its near electrical sockets, switches or appliances.
You should:
- turn off the water at the stop tap (usually in the kitchen or bathroom)
- turn off the electricity at the fuse board if water is near electrics
- report the leak immediately
If it is safe to do so, try to contain the leak using containers, towels or newspapers.
Watch 'How to turn off and isolate water at home' on YouTube (1 minute 3 seconds)
If the leak is small and contained
If the leak is small and you can control it, report a housing repair.
If the leak is from an appliance
If you installed the appliance (for example, a washing machine or dishwasher), you are responsible for repairing it.
If we installed the appliance, report a housing repair.
Watch 'How to turn off and isolate water from one appliance' on YouTube (49 seconds)
If the leak is from another property
If the leak is coming from a property above yours, ask your neighbour to check where the leak is coming from.
If they are council tenants or leaseholders, they should contact us or arrange the repair themselves.
If you have a blockage
Try to clear the blockage first before reporting a repair. If you cannot clear it, report a housing repair.
If your washing machine is not draining but the sink is, the washing machine waste pipe may be blocked. This is usually your responsibility unless the machine was installed by us.
Watch 'How to unblock a sink' on YouTube (00:36 seconds)
If you have a problem with your toilet
Report a housing repair if:
- the toilet will not flush
- the handle or chain is broken
- the toilet cistern does not fill but your kitchen tap has water
If you have a problem with your shower
Check who installed the shower.
- If you installed it, you are responsible for repairs.
- If we installed it, report a housing repair.
- If you are not sure who installed it, report a housing repair and we will check.
Over‑bath showers are treated as a lower priority than walk‑in showers.
How to report a repair
If you have followed these steps and you still have a problem, report a housing repair.
We will arrange for a plumber to visit.
