Pensioner receives financial assistance for water leak

A pensioner renting a property received a high water bill and high water usage notification from their Water Provider. The property owner arranged the repair to an underground water leak and submitted a leak allowance application to the Water Provider on behalf of the tenant. The Water Provider declined the leak allowance based on the terms of its water utilities leak policy. The owner then complained to the Energy and Water Ombudsman on behalf of the tenant.

The Energy and Water Ombudsman’s investigation considered the water consumption history of the tenant, bills and other correspondence issued by the Water Provider, the Water Provider’s policies, and relevant codes and regulations and good industry practice. During the investigation, the Water Provider was given more information about the tenant’s circumstances including that they had a disability which had affected their ability to identify the water leak earlier. Following the Ombudsman’s investigation and after considering the exceptional circumstances, the Water Provider granted a leak allowance.

Did you know...?

Property owners are required to maintain plumbing in their property beyond the water meter; however, leaks may occur which are difficult to detect, and which can lead to high bills. All water utilities are required by legislation to publish a policy about providing a leak allowance, which typically requires the leak to be invisible, repaired by a licenced plumber or waterwise garden irrigator and submitted within a certain time frame.