Burst Allowance Policy

This policy includes the wholesaler policy details for various burst scenarios.

Contents
Policy Statement .................................................................................................................................... 1
UU View............................................................................................................................................... 1
STW View ............................................................................................................................................ 3
Associated SOPs ..................................................................................................................................... 3

Policy Statement
The leakage code of practice applies only to customers occupying mixed premises and not a burst to
a water supply used only for business purposes.
UU View
Under this code, we have to give a full allowance (against both water and sewerage charges) for
excess consumption arising from a leak where:

The premises served by the meter are used wholly or partly as a dwelling
Allowances for a burst are granted once per customer per property.
The burst was on the supply pipe (i.e. the part of the pipe still under pressure from the mains
rather than distributing pipework within the property). This can include the underground
supply pipe serving an outside toilet for example.
The burst was on a part of the supply pipe which provides water to the part of the premises
used as a dwelling (and perhaps other parts as well), rather than to a part used only for
business purposes
The burst was only detected as a result of a meter reading showing high consumption
The burst was repaired by the customer within 2 weeks of its detection
The customer was not negligent in allowing the burst to occur
The customer could not have been expected to know about the burst until the high meter
reading alerted him
The customer must make a claim within 12 months of the repair being completed.

Allowances for volumetric water charges should always be given where required under our Leakage
code of practice. Allowances should normally be refused in other cases. Any adjustment to charges
will be based on historic consumption. The burst allowance will be calculated using previous
consumptions where this is available. If there is no record of how much water has been used in the
past, the consumption is based on a similar property or actual water use after the repair has been
made.
Allowances for volumetric sewerage charges should be given:
1. Where required under our LCOP, normally similar periods as the water allowance.
2. In other cases where the customer can demonstrate to our satisfaction that the wastewater
did not return to sewer.

In the case of 2, the allowance will normally be given from the last but one actual meter reading.
However further consideration may be given (up to 2 years) depending on the individual
circumstances:
If water does not return to the sewer, we do not provide any disposal service for that water and
provided the customer has not been negligent; a volumetric sewerage charge should not be levied.
Therefore when a customer, who is not covered by the code of practice, makes a claim for a
sewerage allowance because the water did not return to sewer it is his responsibility to demonstrate
that:

A burst has occurred and the customer has not been negligent in allowing the burst to occur
It has been repaired within 2 weeks of its detection
The leaked water did not return to the sewer

A claim form is required which should include:

Evidence of repair i.e. plumbers invoice, receipt of purchase of materials or job sheet if done in
house
Confirmation that the burst was below ground when a 100% allowance for sewerage will be
granted (normally from the last but one actual reading)
If the burst is above ground it can be assumed that the water did return to the sewer (unless
the customer can demonstrate otherwise) and no sewerage allowance will be given.

Allowances following a leak are only granted once per customer per property provided certain
conditions, specified by us, are met. We may consider further reductions for sewerage charges if the
customer has not been negligent and can demonstrate that the water did not return to sewer.
An allowance should only be granted where the customer has not been negligent. Where the burst
was caused by the actions of a third party, we would expect the customer to recover losses from
that third party rather than to seek an allowance from us. It is no longer our policy to allow sub
metering arrangements because of problems when there is a burst on the supply. If the burst occurs
on a "shared" part of the supply part of the pipe, the customers are jointly and severally liable. If it
occurs on a branch pipe, the customer served by that pipe is liable.
The customer cannot be held liable for either the cost of repair or the cost of water that runs to
waste, where a burst occurs on a communication pipe, beyond the customer's boundary. In such
instances we will accept responsibility and provide an allowance of 100% of the cost of water
(volumetric water and sewerage charges) lost during the period of the burst.
Where the burst has occurred due to a fault of our equipment then the customer is entitled to 100%
allowance in respect of the excess water charges and volumetric sewerage charges as appropriate.
Where the excess water due to a burst returns to the sewer via the trade effluent sampling point,
the samples would be diluted and so no allowance is applicable. Where the excess water returns to
the sewer and is not included in our sampling, then the estimated volume of water attributed to the
burst should be charged at R + V and the remaining volume split between measured sewerage
charges (MSC) and trade effluent as normal.
In most cases a burst claim form is required from customers who wish to make a claim, this allows us
to ascertain if the increased consumption was due to a burst and has been subsequently repaired
(customers submit meter reads on the claim form so we can verify that the consumption has

returned to normal). In some cases, however, we may not want the customer to complete a burst
claim form as we already have all the facts to verify that a leak has occurred and is now repaired.

STW View
All NHH allowances are given at STWs discretion, and any claim may be declined.
Under normal circumstances, only one allowance per customer per supply will be considered.
Any allowance is contingent on the leak having been fully and promptly repaired following its
detection, and a claim made within reasonable time of repair (nominally 28 days from issue of
claim form).
Any leak resulting from the actions or negligence of a third party will not be considered until
the customer has approached the third party for compensation, and the request has been
declined. The case may then be considered for an allowance, based on its merits.
Discretion may be applied where the customers use of water is, in our opinion, ancillary to
their business, and of low volume. In such cases, 100% of excess consumption may be
covered.
If the leak occurs on exposed private pipework or fittings (internal or external), an allowance
will not usually be made. Discretion may be used in the case of boxed-in or otherwise
inaccessible internal pipework.
Where escaped water did not return to STWs sewers, 100% of excess used water charges will
be considered. If any water returned to sewer, 50% of excess used water charges will be
considered for a single billing period.
Where a property is registered as mixed use, and the responsible legal entity physically
occupies the household accommodation, the claim will be dealt with along similar lines to
household claims, in line with Ofwat guidelines. In such cases, 100% of excess consumption
will usually be granted.
Any leak arising from faulty STW equipment will be covered as a leakage adjustment, and 100%
of the excess charges covered. Where concurrent private and STW leaks occur, the STW leak
takes priority, and an adjustment is made.
If there is an element of error on the part of STW which delays or restricts the customers
potential to detect or repair the leak (including the fitting of a meter on a leaking supply), the
case may be dealt with as a leakage adjustment, in which case 100% of excess consumption
will be considered.
Associated SOPs
Please find below a list of associated SOPs which would need to be considered for amendments if
this policy was to change:

DDs and Payment Plans

Billing Queries
GSS
Allowances and Refunds
Editing
Metering Queries