Problems with your water supply and leaks

Handling water leaks

Identifying the source of a water leak is crucial. Here’s what to do in different scenarios:

• if water is leaking through your ceiling and affects electrics, turn off the water and electric supply and call us immediately
• for leaks from a property above yours, speak with your neighbour to locate the source. If they are council tenants or leaseholders, they should contact us or handle the repair themselves, respectively
• for leaks from your bathroom, check for issues with the bath, basin taps, supply pipes, or waste outlets
• if the leak occurs only when it rains and your roof is above, we will inspect the roof area
• if the leak originates from a water storage tank in the loft/attic, contact us
• for continuous leaks, turn off the water at the stop tap, usually in the kitchen or bathroom, and call us
• for leaks under the kitchen sink, check the source and report the problem. Use a container to catch waste water
• if the leak is from washing machine or dishwasher connections and it wasn't installed by us, it's your responsibility to repair. Otherwise, report the problem to us
• for issues with water supply to your property, contact Thames Water

Issues with water supply and taps

If you have no water from the kitchen tap or other taps, report the problem to us. If a tap won’t turn off or runs very slowly, it might be a washer issue. In any case, report it to us.

Problems with toilets

For toilets that won't flush or have a broken flush handle or chain, report the problem. If the cistern isn’t filling up, check if there's water to the kitchen tap. If yes, contact us; if not, contact Thames Water.

Blocked toilets and sinks

Attempt to clear a blocked toilet or kitchen sink. If unsuccessful, report the problem to us.

Blocked waste pipes

If your washing machine isn’t draining but the sink is, the machine’s waste pipe might be blocked. This is usually your responsibility unless the machine was installed by us. In that case, report the problem to us.