Frequently asked questions

If you think you have a leak, check out our tips on how to spot one and avoid nasty surprises when you receive your annual bill.

How to deal with leaks

What is a hidden leak exactly?

A hidden leak is a leak that is difficult to detect in the installation inside a home. 

The following are not considered hidden leaks: 

• leaks due to defective household appliances;
• leaks from sanitary installations and their connections;
• leaks in the heating system and its connection.

For domestic customers, there is an exception for leaks caused by a faulty boiler safety valve. 

What do we do if there is a hidden leak and proven excess consumption?

In the event of a hidden leak, we can, under certain conditions, give you a discount on your water bill.

We will determine the amount of excess consumption based on your average consumption over the previous three years.

• The recalculated average annual consumption will be charged at the normal rate.
• We will charge 50% of the excess consumption for the tap water part of your bill, while the waste water part will be completely exempt. Please note than a different price discount is granted for leaks caused by a faulty boiler safety valve. In this case a 50% discount will be granted for tap water and a 50% discount for waste water.
• The bill will also be limited to a maximum of 2,000 m³. Any m³ above this limit will not be charged. 

What are the eligibility conditions for the price discount?

The volume of excess consumption must be greater than 50 m³ and at least double your usual consumption.

You must have submitted your annual meter reading at least twice in the three years prior to the year in which the leak was detected.

The installation must comply with the relevant standards. The presence of a non-return valve and a valve after the meter are essential if you are to be eligible for the discount.

What documents do i need to provide? 

Send an e-mail to our Customer Service department to explain the situation and request acknowledgement of a hidden leak. Do not forget to attach proof of the repair of the leak (repair invoices, photos, etc.). This repair must be carried out within 60 days of becoming aware of the hidden leak.