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Have you received a letter about a potential leak at your business premises?
Why have we written to you?
Anglian Water is rolling out smart meters across our entire region, covering both domestic and non-household premises. This initiative allows us to review smart meter data and identify patterns or trends, which is why you may have received a letter from us.
We have developed the “Continuous Flow Process,” which uses smart meter data to collaborate with non-household customers and retailers to understand water usage within businesses.
We monitor the usage on all smart meters, and if a meter records continuous flow for 24 hours a day over a 7-day period, it triggers a notification process. This process sends a letter to the non-household customer and notifies their retailer. The type of letter sent depends on the severity of the flow, as outlined in the table below
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If you receive a letter
Here’s what to do if your business uses water 24hrs a day
If you receive a letter and your business uses water 24 hours a day for example as part of a process, please email us at businessleaks@anglianwater.co.uk. Alternatively, inform your water retailer, who can confirm the legitimate water usage with us. We will then remove you from the notification process and stop sending you letters.
Here’s what to do if you’re not sure and want to check for a leak
If your premises doesn’t use water 24 hours a day, we recommend investigating further. Unaddressed leaks can worsen over time & small leaks can be tricky to find, so you might need a plumber or contractor. Contact your retailer first, as they may offer repair services. You can also find approved professionals at watersafe.org.uk
We’ve also included some handy steps below to help you check for a leak yourself before contacting your retailer or a plumber.
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Leakage Allowance
If you discover you have a leak once it’s fixed you can speak to your retailer who may be able to grant a leakage allowance to cover the extra water and sewerage costs that have been incurred due to the leak. To request an allowance please speak to your retailer and they will submit the request for us to review.
This practical guidance will unsure your claim is processed as quickly as possible once submitted by your Retailer to us.
Allowances will be granted on the following basis:
There is no allowance for water unless the leak is on the meter itself.
No allowances will be granted once a Wasted Water Notice has been issued.
The allowance for sewerage is applicable only if water is not returned to the sewer.
The allowance is also not applicable if:
- the leak is caused by negligence;
- the claim is not made within 12 weeks of the repair;
- the leak is on internal pipework; or
- the leak is not underground, e.g. outside toilet, header tank, etc. (this is classed as private pipework).
We calculate the correct allowance by determining the average consumption and deducting this from the consumption recorded during the period of the leak depending on time taken for repair.
There are no restrictions on the quantity of Return to Sewer allowances per customer in a fixed period providing Non Household Customers can demonstrate the leaks are not due to negligence and are resolved promptly on identification.
I’m a retailer what should I do if our customer has received a letter?
We send you weekly reports via Hubble that contains all of the information about what we have identified at Non Household premises and examples of the letter we sent including the dates we have sent them. We encourage you to work with us and the customer to help them identify and fix leaks and make efficiencies at Non Household premises or confirm the usage as legitimate. If you have any questions or would like to work with Anglian Water on reducing business demand please speak to your Wholesale Account Manager or email us at: wsc@anglianwater.co.uk.
If you would like to submit a leakage allowance request for your customer please provide the required information via the central market hub on a H/01 form.