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What happens after a leak is reported?

• Working together to prevent leaks
• Sydney water's leak reduction activities
• What causes leaks and breaks
• How to report a leak
• What happens after a leak is reported
• Why repairs may not be done straight away

Following a call to report a leak or break, Sydney Water prioritises the job and logs it in a computer system which automatically sends the job through to a team of schedulers, who in turn assign it to a maintenance crew.

All leaks and breaks are inspected to determine their severity and to assess what equipment might be needed for repair work.

A water main break can have major implications for customers. If the break is prioritised as urgent, schedulers will issue the job to the nearest, available maintenance crew.

This crew will then:

• Turn off the main
• Connect another water supply if possible
• Excavate broken main
• Cut out broken section
• Replace the section of main
• Recharge and flush the main
• Provide interim or final surface reinstatement

The schedulers also organise standpipes and water tankers to supply drinking water if the water supply is expected to be off for an extended period.

Crews are extremely careful when turning off the water to ensure they don't create a "water-hammer" effect, which may result in breaks further down the pipe.

Crews also rezone (redirect water from other mains if possible) when a break occurs, to minimise the number of properties without water or with low water pressure.

The Schedulers may also organise for Customer Service Officers to be on site to speak to and assist customers.

If any customer affected by the main break is without water for more than an hour they will receive an automatic rebate of $10 or 10 per cent of their quarterly water/sewerage service charge on their account as recompense.

Flooding or damage to property from a break is normally covered by the owner's insurance company. If uninsured, the owner can approach Sydney Water's insurance department.