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Apply for a hidden leak allowance

Get a credit for water you didn’t use

Fill out this form and see if you’re eligible to receive a payment for water that you were billed for due to a hidden leak. If you meet the conditions below, we’ll review your bill and you’ll receive a credit. There are more details in our Allowance and rebates in your bill policy.

Important note

We can’t offer a hidden leak allowance if the leak was on vacant land or an unoccupied property or was from a tap, toilet cistern, dishwasher or washing machine.

Information you’ll need to complete this form

Property address
Date leak was fixed
Meter serial number
Meter reading after the hidden leak was repaired
Date meter was read
Plumber’s business name, mobile and licence number
Plumber’s invoice

Find out if you're eligible to apply

Was the leak hidden?

Yes

Visible leaks do not qualify for our Hidden leak allowance.

Was the repair completed by a licensed plumber?

Yes

Repairs must be completed by a licensed plumber to qualify for our Hidden leak allowance.

Do you have a digital copy of the plumber's invoice?

Yes

You must provide a copy of your plumber's invoice to qualify for our Hidden leak allowance.

Do you have a meter reading after the repair was completed?

How do I read my meter

Yes

You must provide a meter reading after the repair was completed to qualify for our Hidden leak allowance.

Have you received a hidden leak allowance at this property in the past 5 years?

Yes

You must not have received a Hidden leak allowance at this property in the past five years to qualify for our Hidden leak allowance.

Apply for a hidden leak allowance

Property & meter

Property address

Start typing the address of the property where the leak was repaired and select it from the drop down list. If you can’t see your address, please select ‘Use account number.'

Property address

Use account number

This address is not a part of the Sydney Water network.

Please enter a different address.

We need more information on this address.

Please call us on 13 20 92 from 8.30 am to 5.30 pm weekdays or try again later.

We apologise for any inconvenience.

We can't check this property at the moment.

Please call us on 13 20 92 from 8.30 am to 5.30 pm weekdays or try again later.

We apologise for any inconvenience.

Account number

Located top right of bill

Use property address

Date your plumber fixed the leak

Date leak was fixed

Your meter details

Meter serial number

It’s stamped on your meter and printed on your bill - top left corner of page two

Meter reading (after the repairs)

Enter the black numbers only

How do I read my meter

Meter reading date

Note: Please ensure you take a meter reading after the plumbing repairs have been completed.

Apply for a hidden leak allowance

Plumber & leak details

Licensed plumber details

Plumber’s business name

Plumber’s mobile number

(or any other number contactable Mon - Fri 8:30 am - 5:30 pm)

Plumber’s licence number

Please attach the plumber's invoice

No files selected

We accept JPG, PNG and PDF files

Please ensure your total file size is less than 5Mb.

Please only upload a maximum of 3 files.

Leak details

Where was the leak?

Above ground

Below ground

Description e.g. ‘The leak was under a concrete path in the front yard. The pipe had been damaged by tree roots.’

Description of leak location

Apply for a hidden leak allowance

We've received your hidden leak allowance request

We've received your hidden leak allowance request.

We'll review your application and contact you if we need any more information.

We usually approve hidden leak allowance requests within 14 working days.

Your details

Your personal information

First name

Last name

Mobile number

(or any other number contactable Mon - Fri 8:30 am - 5:30 pm)

What is your relationship to the property?

Who is an authorised representative

Property owner

Managing agent

Plumber

Authorised representative

I have read and agree to the Allowances and rebates on your bill policy.

I confirm that the information provided in this form is true, complete and accurate. I understand that I may be required to provide further information to Sydney Water staff if necessary.

Security check

Your privacy

We’re collecting your personal information and details about a water leak at your property to assess your request for a Hidden leak allowance. Find out how we manage your privacy.

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We're improving our site and can't receive your application for a Hidden leak allowance at the moment

Please try again later. We apologise for any inconvenience.

Authorised representative

A person or organisation legally permitted to act on behalf of the property owner when dealing with us, such as Power of Attorney.

How to read a mechanical meter

The whole black number (or white number reversed out of black) is the kL. It's the only number required to calculate water use. The red numbers or dials are the litres. The location of the serial number varies. It depends on the brand of the meter. The meters below are our most current mechanical meters.

Elster

The reading is 0044. Serial number is stamped above the dials.

Itron

The reading is 00001. Serial number is at the bottom.

RMC

The reading is 00053. Serial number is stamped on the rim.

How to read a metered standpipe

All the numbers on the dials (plus the number the black pointer points to, if there is one) are the kL. You don't need to read the red pointers. The location of the meter serial number varies. It depends on the brand of the meter. The metered standpipes below are typical.

Metered standpipe 1

The reading is 0000016 – the 6 black numbers plus black pointer.

Metered standpipe 2

The reading is 0000593 – the 7 black numbers.

Metered standpipe 3

The reading is 00001 – the 5 black numbers.

How to read a smart meter

Smart meters (digital meters) provide accurate, real-time data automatically and help identify costly hidden leaks early. In addition to kL, some smart meters also display other information, such as flow rates.

This closeup displays the reading on an HZ digital meter.

Normally displays kL. If other units display, press 3 dots repeatedly till kL appears. Only read numbers to left of decimal point.

This closeup displays the reading on a Landis+Gyr digital meter.

Landis+Gyr W350

Displays one row of large numbers showing water consumption in kL. Only read numbers to the left of the decimal point.

EDMI

A smart meter with larger numbers showing the kL water usage. The small numbers are fractions of a kL. Only read the large numbers.

ARAD LR900

This smart meter has black and red numbers. The black numbers are kL. The red number is a fraction of a kL. Only read the black numbers.

Taggle Honeywell V200

Two rows of numbers. The top row shows kL. The bottom row shows fractions of kL. Only read the large numbers on the top display.

This closeup displays the reading on a Captis Metrum digital meter.

Captis Metrum V100

Smart meter attached to Elster meter (mechanical). White dials show kL. Red dials show litres. Only read black numbers on white dials.

ARAD LR9

Top row: flow rate in cubic metres per hour. Bottom row: water consumption in cubic metres. Read numbers to left of decimal point.

This closeup is an example of a large digital meter retrofit using an Itron meter.

Large meter retrofit

Several different models of large smart meters. Most have dials, which means they can be read same way as mechanical meters.

How to read a mechanical meter

Elster

The reading is 0044. Serial number is stamped above the dials.

Itron

The reading is 00001. Serial number is at the bottom.

RMC

The reading is 00053. Serial number is stamped on the rim.

How to read a metered standpipe

Metered standpipe 1

The reading is 0000016 – the 6 black numbers plus black pointer.

Metered standpipe 2

The reading is 0000593 – the 7 black numbers.

Metered standpipe 3

The reading is 00001 – the 5 black numbers.

How to read a smart meter

Normally displays kL. If other units display, press 3 dots repeatedly till kL appears. Only read numbers to left of decimal point.

Landis+Gyr W350

Displays one row of large numbers showing water consumption in kL. Only read numbers to the left of the decimal point.

EDMI

A smart meter with larger numbers showing the kL water usage. The small numbers are fractions of a kL. Only read the large numbers.

ARAD LR900

This smart meter has black and red numbers. The black numbers are kL. The red number is a fraction of a kL. Only read the black numbers.

Taggle Honeywell V200

Two rows of numbers. The top row shows kL. The bottom row shows fractions of kL. Only read the large numbers on the top display.

Captis Metrum V100

Smart meter attached to Elster meter (mechanical). White dials show kL. Red dials show litres. Only read black numbers on white dials.

ARAD LR9

Top row: flow rate in cubic metres per hour. Bottom row: water consumption in cubic metres. Read numbers to left of decimal point.

Large meter retrofit

Several different models of large smart meters. Most have dials, which means they can be read same way as mechanical meters.

Sydney Water respectfully acknowledges the Traditional Custodians of the land and waters on which we work, live and learn. We pay respect to Elders past and present.

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Sydney Water respectfully acknowledges the Traditional Custodians of the land and waters on which we work, live and learn. We pay respect to Elders past and present.