Water leaks can cause serious water damage, drive up your water bill, and lead to costly repairs if left untreated. At London & Surrey Water Services, our specialist water leak detection, trace and access, and repair services locate hidden leaks quickly and accurately with minimal damage to your home. We use state‑of‑the‑art specialist equipment, including thermal imaging, tracer gas, acoustic testing, and meter analysis, to identify leaks fast and prevent further damage.
With the ongoing rollout of smart water meters by Thames Water, hidden leaks are being identified earlier and more frequently than ever before. Smart meters highlight unusual consumption patterns, often alerting homeowners to leaks before visible damage occurs. Once identified, prompt professional investigation is essential to avoid escalation, enforcement action, or loss of eligibility for a leak allowance. Once Thames Water confirms a leak on your supply pipe, you have four weeks to have it repaired.
We work closely with homeowners, landlords, insurers, and loss adjusters, and regularly support customers dealing with Thames Water notifications, high‑usage alerts, and leak investigations. Our service includes reliable detection, detailed written reports, and cost‑effective repairs for both internal pipework and underground leaks, fully aligned with insurer and water authority requirements.
The customer-side supply pipe is the section you are responsible for — running from the property boundary to your internal plumbing, including all internal pipework, fixtures, and appliances. The position of the water meter does not determine who owns the pipe.
These leaks often go unnoticed until there is visible damage or a high water bill.
Early detection significantly reduces repair costs and prevents structural damage by stopping water escape before it spreads through floors, walls, and foundations. Identifying a leak at an early stage limits secondary damage such as rot, weakened joists, mould growth, and damage to finishes, which are often far more expensive to repair than the pipe itself.Â
A water meter test can provide a clear initial indication of a leak. By fully isolating the internal stop valve and observing the meter over a 30 minute period, any continued movement or flow confirms that water is escaping somewhere on the supply, even if no water is being used inside the property.
We are always happy to provide advice and a free estimate without obligation
Take advantage of our limited-time offer and save 10% on all lead pipe replacement works. This discount applies to full supply-pipe renewals carried out by our approved moling contractors.
Not sure whether your property has lead pipes or elevated lead levels in your water? We offer lead content testing to help you assess your risk before committing to replacement works.
At London & Surrey Water Services, we provide fast, professional leak detection and trace & access, often confirming a leak in under one hour.
Contact us to arrange a leak detection visit or request a callback.
With the rollout of smart water meters by Thames Water, many properties now have a meter installed in the footpath outside the boundary.
Beneath the main reading is a small flashing symbol (⊕), which activates whenever water is passing through the meter. If all taps and appliances are off and the (⊕) symbol continues to flash, this often indicates a hidden leak on the supply pipe or internal plumbing.
This advanced multi‑method approach ensures faster, more accurate leak detection by confirming findings across multiple diagnostic techniques rather than relying on a single test. By precisely locating the source of the leak before any repair work begins, we avoid unnecessary excavation, reduce access costs, and minimise disruption to walls, floors, and finishes, helping protect your property while keeping overall repair costs under control.
Most home insurance policies include trace and access cover, which pays the cost of finding a leak but not repairing the pipe itself. Our engineers provide:
We help ensure your insurer has the documentation needed to approve your claim and prevent delays
Once located, we provide cost‑effective, long‑lasting repair services, including:
We aim to repair your water leak quickly and safely while keeping disruption to a minimum.
If you have a water meter, you may qualify for a leak allowance, which refunds water wasted by a hidden leak.
Leak allowance covers internal pipework once, and supply pipe leaks multiple times.
No allowance is made if you were previously advised that the supply pipe needed replacing and the work was not carried out, or if you knew about the leak and did not repair it. Proof of repair is required, such as a plumber’s invoice.
If a leak is not repaired
Where a leak is not repaired by the date given, Thames Water can serve notice under section 75 of the Water Industry Act 1991 requiring the work to be carried out. If it still is not done, they can instruct their own contractors and recover the full cost from you, including administration charges. Refusing access can lead to an application to the Magistrates’ Court for a right of entry warrant, and where there is a serious risk of flooding or to public health, the supply can be cut off.
Homeowners, landlords, and insurance companies trust London & Surrey Water Services for reliable diagnosis, clear reporting, and accurate results.
Experienced leak detection specialists with a strong track record across London and Surrey. We support homeowners, landlords, insurers, and loss adjusters with accurate diagnosis and clear next steps.
We use non‑invasive, insurance‑approved techniques to locate leaks precisely while minimising damage to walls, floors, and finishes. Our trace & access reports are accepted by insurers and loss adjusters.
Same‑day appointments are available across London and the South East. Using advanced specialist equipment, we deliver precise results, transparent fixed pricing, and fast, clean repairs with minimal disruption.
We’re trusted across London and the South East for clear diagnosis, professional workmanship, and dependable results, supporting homeowners, landlords, or insurance-backed investigations
We engaged with Alan to have our water main and internal piping replaced as they were made of lead. Alan came and gave us a comprehensive explanation of the work required and how to engage with Thames Water under their lead replacement scheme. He was the only person we could find that was up to handling both external moling and the internal works. Alan spent 2 days in our home completing the work, was polite and extremely unfazed by complications. He managed to reroute the piping under our tiled floor without having to break into it at all. The other reviews are very accurate and I couldn't recommend him highly enough!
After six months of wrangling with Thames Water, an insurance company, a motley collection of leak inspectors, pipe contractors and two plumbers, we still had a mains water pipe unrepaired and leaking under our drive. Alan came over, diagnosed a solution in minutes, and returned within a week to singlehandedly repair everything with care and without fuss. He really knows his stuff, and is wholly professional in his work. If only we had called him six months earlier. His company thoroughly deserves the five stars.
I had a leak and my water had shut down completely but the leak was not visible. The insurance company told me I needed to get someone in to do track and trace which I did and they totally scammed me. I had no water for 3 days and then I found Alan and he came round promptly, located the leak without all this track and trace equipment, took the floorboards up and fixed the leak, water back working — all in under an hour and at such a very reasonable cost. I cannot rate him enough and would highly recommend him.
Alan (aka London and Surrey Water Services Ltd) turned up and made two access points at the water meter and garage. Then with the precision of NASA he used a tunnelling mole and came up bang centre of his target. This was amazing to watch — a distance of over 20 feet with minimal disruption. My new water supply was in, effectively, efficiently and at very reasonable cost since he didn't have to dig up all my drive to find the leak at great expense. No hesitation in recommending Alan. Clive Cox CEng (retired) MEng.
Alan did a fantastic job for us investigating and resolving poor water flow issues to our flat. Other Thames Water approved plumbers were proposing major replumbing with quotes as high as £20k and even charged to quote. Alan proposed replacing the pipework from the road with wider gauge pipe as the first step and the problem was solved for barely a twentieth of that cost. He's clearly an expert at solving domestic plumbing problems and stood out from every other firm we spoke to. Can't recommend enough!
I contacted Alan following a letter from Thames Water advising of a water leak at my property. Having popped over to determine the likely cause, Alan sent through an itemised quote and patiently answered my additional questions. He and Pierce carried out the work in a thoroughly professional and minimally intrusive manner by moling a new pipe under my driveway and installing a new internal stop valve. London and Surrey Water Services combine subject matter expertise, assuredness, clarity, reliability, responsiveness and honesty. They made a stressful incident so much easier to deal with.
We contacted Alan to detect a leak because of which our water bills had been through the roof for several months. He was extremely professional, answered my questions patiently, detected the leak with no interruption to our day and above all, coordinated with Thames Water to repair the leak. He was very prompt in replying to any messages or questions I sent him and voluntarily sent me all the information I needed to claim a leak allowance from Thames Water. One of the best customer service experiences I have had in a long time!
After a disappointing experience with another plumber whose work failed to meet the water company standards, we contacted Alan and we're so glad we did! Alan came to the rescue, immediately identified the substandard installation, and redid the entire lead pipe replacement to a professional standard. He was highly efficient, knowledgeable, and genuinely trustworthy. He explained everything clearly and carried out the work with great care and precision. The difference in quality was obvious. Thanks to Alan, everything passed inspection with no issues, and we finally have peace of mind. Highly recommended!
I first found Alan McBride of London and Surrey Water Services in 2016 after I had no water for weeks and Thames refused to do anything about it. He was unbelievable in his knowledge, his support, going over and above by advocating for me with Thames and getting the problem fixed. 7 years later I called on Alan again and it is inspiring to watch how thorough he is and how his mind works. He worked it out and the fix was simple. He really is quite a plumbing and water specialist genius!
A calm, pleasant and reassuring presence, Alan turned up early for his appointment and made replacing a leaking supply pipe under our Victorian house in West London seem like a simple task, causing the minimum of disruption. He is highly knowledgeable, efficient and professional, and even reduced his already-reasonable invoice because part of his quotation did not need to be done. Honest, conscientious and down-to-earth, Alan is a pleasure to deal with.
I found Alan's details on the Thames Water WaterSafe Approved Plumbers list and chose to contact him because of the amazing reviews he has received on Google. Alan was able to successfully install an internal water stopcock into a Victorian terrace house with very complex plumbing. Alan was very easy to deal with, very hard-working and explained exactly what he was doing. Alan's prices are also very reasonable. I will definitely contact Alan and London and Surrey Water Services for any future plumbing requirements I have. Very highly recommend.
Alan has done a fantastic job replacing our lead mains pipe following an internal water leak. He is helpful, professional and clear providing sensible advice including utilising his great experience and knowledge of working with Thames Water. He is quick to respond to any queries and he works diligently and neatly. To do the final connection once Thames Water were ready, Alan came back to complete the job with no fuss. Really strongly recommend Alan and really pleased we chose him.
Alan was superb from start to finish. From arriving to prepare a quote, doing the work, tidying up and making good and coming back to finish once Thames Water had completed their part of the lead pipe replacement. He helped with the various administration parts of the lead pipe replacement scheme by Thames Water which saved a lot of confusion, providing advice and explanation every step of the way. I would not hesitate to recommend Alan for any other similar work.
Called Alan to investigate a leak at the end of the driveway. He replaced the supply pipe into the house without disturbing the driveway which was a bonus. He was very professional, knowledgeable, personable and helped us submit for the lead pipe replacement scheme with the water company. Regularly checked in with us as the works between himself and water company were coordinated. Highly recommend Alan.
Our focus is on delivering cost-effective, safe, and reliable solutions for leak detection and repair and the replacement of lead water supply pipes.
Straightforward, expert answers to the most common questions customers ask about water leaks, responsibility, insurance cover, and what to do next
Yes, in most cases. If the leak is on the customer-side supply pipe (from the property boundary to the building) or within your internal plumbing, responsibility rests with the property owner. Thames Water is responsible only for the water main and the communication pipe up to the boundary. The location of the meter does not determine ownership or responsibility
The most reliable initial test is to fully close the internal stop valve and observe the external (footpath) water meter. If the meter continues to move while the internal supply is isolated, this confirms a supply pipe leak between the meter and the property. London & Surrey Water Services can then carry out professional trace and access leak detection to pinpoint the exact location.
Once a customer-side leak is confirmed, Thames Water requires it to be repaired within four weeks. Failure to act may result in enforcement action, continued billing for wasted water, and loss of eligibility for a leakage allowance. Prompt investigation also limits property damage and repair costs
Yes. Water meters record all water passing through, including water lost through leaks. Until the leak is repaired, you remain liable for that usage. However, once repaired, you may be eligible to apply for a Thames Water leakage allowance, subject to criteria
Once the leak is traced, we explain the findings, outline repair options, and provide a clear plan. Repairs can usually be carried out immediately or scheduled quickly, minimising disruption to your home.
No. We support homeowners directly, as well as landlords, managing agents, insurers, and loss adjusters. Our role is to provide clear evidence, accurate location, and practical repair solutions regardless of who is involved.
A leakage allowance refunds the cost of water lost due to a hidden leak. To qualify:
Supply pipe leaks can qualify multiple times, while internal plumbing leaks are usually covered once
If your property shares a supply pipe with neighbouring properties, responsibility is shared for the communal section. You are responsible for the section serving only your property. London & Surrey Water Services can identify shared supplies, isolate responsibility, and advise on separation or coordinated repair
In some circumstances, yes. Thames Water may offer to repair or replace the supply pipe up to the point it enters the building, particularly for customers on priority or support schemes. They will not repair pipework beneath buildings or inside individual flats, and the pipe remains the customer’s responsibility even after repair
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You are responsible for any leaking pipe on your land, including the supply pipe from the boundary to the house and all internal pipework. Thames Water remains responsible for the water main and communication pipe, and outside stopvalve only
If you suspect a leak, start with a water meter test by isolating the internal stop valve. If the meter continues to move, the leak has been identified on the supply pipe. For confirmation and location, a professional access leak detection trace is required.
Trace and access is the process of locating a hidden leak using specialist equipment, then carefully gaining access to repair it. A qualified trace and access specialist ensures the leak is located accurately while avoiding unnecessary damage to your house.
Most home insurance policies include access insurance cover, which pays the trace and access costs needed to locate the leak. The pipe repair itself is usually excluded. We help you check your insurance policy and support your trace and access claim.
Insurers typically require a written report detailing how the leak was identified, the location, cause, damage caused, and the access method used. Our reports are designed specifically to support a successful water claim.
If testing shows the issue is an external leak beyond your boundary, we document this clearly so the matter can be referred back to Thames Water without unnecessary repair work or cost.
A general local plumber may repair visible leaks, but hidden leaks usually require specialist detection first. Without proper tracing, unnecessary excavation and further damage can occur, increasing costs and delays
In many domestic properties, we can confirm whether a leak is present in under one hour. Full leak detection investigations typically take 1–4 hours, depending on the size of the property, pipe layout, and overall complexity. Underground leaks or shared supply pipes may take longer, but our focus is always on reaching a clear conclusion as quickly and cost‑effectively as possible.
Early detection limits damage caused to walls, floors, and foundations, reduces access costs, and prevents higher water bills. Addressing a leak quickly is always more cost effective than delaying repairs.
Yes. Aging pipework, corrosion, ground movement, and poor maintenance can all contribute to leaks over time. Regular monitoring of your meter and prompt investigation when usage changes are essential.
We provide water leak detection and repair services across all London boroughs and the wider Surrey and South East region, helping homeowners, landlords and managing agents resolve supply problems quickly.
South London – Bromley – Croydon – Merton – Kingston upon Thames – Sutton – Wandsworth – West London – Brent – Ealing – Hammersmith & Fulham – Harrow – Richmond upon Thames – Hillingdon – Hounslow – East London – Barking & Dagenham – Bexley – Greenwich – Hackney – Havering – Lewisham – Newham – Redbridge – Tower Hamlets – Waltham Forest – North London – Barnet – Enfield – Haringey – Central London – Camden – City of London – Kensington & Chelsea – Islington – Lambeth – Southwark – Westminster – Surrey – Elmbridge – Epsom – Guildford – Mole Valley – Reigate – Runnymede – Spelthorne – Surrey Heath – Tandridge – Waverley – Woking
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