What do you do if you have a water leak in your system?

Detecting a water leak: what to do

1. Monitor your meter

Read your meter from time to time before going to bed. Make sure that no one turns on a tap or flushes the toilet. Also ensure that all water-consuming machines are switched off (dishwashers, washing machines, etc.).  

The next day, start your day by recording the numbers. If there is a difference, there is probably a leak in your system. Carry out a thorough check of your entire system.

We recommend that you carry out this check several times a year.

Who is responsible if there is a leak?

2. Monitor your boiler

Also check the condition of your boiler's safety valve. When the pressure inside the boiler exceeds the setting limit of the safety valve, the valve opens and lets a small volume of water flow out. If this valve becomes dirty and worn, it may remain stuck in the open position and water will continuously flow out of the boiler.
Make sure that the water flow is visible so that you can easily check the valve opening.

To stop the leak, contact your installer.

3. Keep an eye on your toilet flush

When you have flushed the toilet and the tank is full, check that the water flow down the sides has stopped. If the flow persists, your flush mechanism is defective and needs to be replaced.
If you are still unable to locate the leak, contact your plumber without delay. 

How a water leak affects your bill

Key info

Cost of a continuous trickle of water: €911 per year (16 l/h or 140 m³ per year)
Cost of a dripping tap: €240 per year (4 l/h, i.e. 35 m³ per year)
Cost of a leaking toilet flush: €1415 per year (25 l/h or 219 m³ per year)

Frequently asked questions

I’ve noticed anormally high consumption. What should I do?

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

When is a leak considered a hidden leak?

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.