Pensioner receives assistance for water leak

A customer received an unexpected large water bill and contacted their water provider. Due to the customer’s circumstances, the water provider arranged a plumber to complete a water audit and carry out minor repairs at no charge to the customer. The plumber identified that certain water pipes were deteriorating and provided the customer with a quote for their repair. The customer complained to the Energy and Water Ombudsman about the cost of repair.

Before commencing an investigation, the Energy and Water Ombudsman sought to facilitate a resolution with the water provider. The water provider was not obliged to repair the customer’s water pipes as they were on the customer’s side of the meter. Nevertheless, given the customer’s situation, the water provider contributed to the plumber’s costs and waived water usage charges from the customer’s account.