Water leaks

Report water leak

If you notice a water leak or your water bill is a lot higher than usual follow the steps below to test your system.

Sometimes we can offer financial assistance for large water bills due to a leak. This is called a leak remission.

If you notice a leak on public property, please let us know so we can get it fixed.

If you notice a water leak on someone else’s property, let them know,  or report it to us if you can't contact them.

Test for a leak

  1. Turn off all water in your house including your washing machine, dishwasher etc.
  2. Find your water meter - this is usually in a box near your front boundary.
  3. The location and serial number of your meter can be found on your water account.
  4. Lift the lid to access the meter, then lift the plastic cover on the meter to see the numbers.
  5. Looking at your meter, if any of the dials are constantly ticking over, and no water is being used, you probably have a leak.

You are responsible for fixing water leaks on your own property. You can fix it yourself or get a plumber to fix it.

Apply for reduction for a large water bill due to a leak

If you have a water leak or damage to your supply system, that you could not reasonably be expected to be aware of, you can apply for a leak remission on your water bill.

Online

Step 1.Check eligibility

Check the policy information at the bottom of this page to see if you are eligible.

Policy 24/102 Remission of excess water supply rates

Step 2.Fix the leak

If you are unable to find and repair the leak yourself, arrange for a plumber.

Step 3.Take a meter reading

Take a meter reading when the repair is completed or now.

Step 4.Take a reading 14 days later

Take another meter reading 14 days after the repair is completed to help us calculate your normal use when you don't have a leak.

Step 5.Gather proof of repair

You will need to provide a copy of the invoice or report if the leak was repaired by a plumber. 

If the leak was not repaired by a plumber, you will need to provide receipts for materials and photo(s) of the repair.

Step 6.Complete application

Fill in our online form and attach proof of repair:

Application for a leak assessment

Step 7.Assessing your application

We will check your application is complete and contact you if we need more information.

If we need more information you will need to submit a new online application.

We will put your current water bill on hold while we assess your application.  If you have a direct debit and would like this put on hold, please contact us immediately to avoid the full amount being deducted.

Step 8.Notification

We'll email you once we have made a decision and if approved, you will get a new amount to pay.

Step 9.Pay new amount

You can pay the new amount either online, in person or call us with your details. We accept Visa and Mastercard payments via our Contact Centre.

Online: Pay your water rates

Phone: 09 430 4200

By email

Step 1.Check eligibility

Check the policy information at the bottom of this page to see if you are eligible.

Policy 24/102 Remission of excess water supply rates

Step 2.Fix the leak

If you are unable to find and repair the leak yourself, arrange for a plumber.

Step 3.Take a meter reading

Take a meter reading when the repair is completed or now.

Step 4.Take a reading 14 days later

Take another meter reading 14 days after the repair is completed to help us calculate your normal use when you don't have a leak.

Step 5.Gather proof of repair

You will need to provide a copy of the invoice or report if the leak was repaired by a plumber. 

If the leak was not repaired by a plumber, you will need to provide receipts for materials and photo(s) of the repair.

Step 6.Complete application

Download the application, print and fill in by hand.

Application for a leak assessment(PDF, 297KB)

Step 7.Email to us

Email your completed application and proof of repairs to:

Email: mailroom@wdc.govt.nz

Step 8.Assessing your application

We will check your application is complete and contact you if we need more information.

If we need more information you will need to submit a new online application.

We will put your current water bill on hold while we assess your application.  If you have a direct debit and would like this put on hold, please contact us immediately to avoid the full amount being deducted.

Step 9.Notification

We'll email you once we have made a decision and if approved, you will get a new amount to pay.

Step 10.Pay new amount

You can pay the new amount either online, in person or call us with your details. We accept Visa and Mastercard payments via our Contact Centre.

Online: Pay your water rates

Phone: 09 430 4200

By post

Step 1.Check eligibility

Check the policy information at the bottom of this page to see if you are eligible.

Policy 24/102 Remission of excess water supply rates

Step 2.Fix the leak

If you are unable to find and repair the leak yourself, arrange for a plumber.

Step 3.Take a meter reading

Take a meter reading when the repair is completed or now.

Step 4.Take a reading 14 days later

Take another meter reading 14 days after the repair is completed to help us calculate your normal use when you don't have a leak.

Step 5.Gather proof of repair

You will need to provide a copy of the invoice or report if the leak was repaired by a plumber. 

If the leak was not repaired by a plumber, you will need to provide receipts for materials and photo(s) of the repair.

Step 6.Complete application

Download the application, print and fill in by hand.

Application for a leak assessment(PDF, 297KB)

Step 7.Post to us

Post your completed application and proof of repairs to:

Whangarei District Council 
Private Bag 9023
Te Mai
Whangārei 0143

Step 8.Assessing your application

We will check your application is complete and contact you if we need more information.

If we need more information you will need to submit a new online application.

We will put your current water bill on hold while we assess your application.  If you have a direct debit and would like this put on hold, please contact us immediately to avoid the full amount being deducted.

Step 9.Notification

We'll email you once we have made a decision and if approved, you will get a new amount to pay.

Step 10.Pay new amount

You can pay the new amount either online, in person or call us with your details. We accept Visa and Mastercard payments via our Contact Centre.

Online: Pay your water rates

Phone: 09 430 4200

In-person

Step 1.Check eligibility

Check the policy information at the bottom of this page to see if you are eligible.

Policy 24/102 Remission of excess water supply rates

Step 2.Fix the leak

If you are unable to find and repair the leak yourself, arrange for a plumber.

Step 3.Take a meter reading

Take a meter reading when the repair is completed or now.

Step 4.Take a reading 14 days later

Take another meter reading 14 days after the repair is completed to help us calculate your normal use when you don't have a leak.

Step 5.Gather proof of repair

You will need to provide a copy of the invoice or report if the leak was repaired by a plumber. 

If the leak was not repaired by a plumber, you will need to provide receipts for materials and photo(s) of the repair.

Step 6.Complete application

Download the application, print and fill in by hand.

Application for a leak assessment(PDF, 297KB)

Step 7.Bring into us

Bring your completed application and proof of repairs into one of our Customer Service centres:

Te Iwitahi
 9 Rust Avenue, Whangārei
Hours:  Monday to Friday – 8:00am to 4:30pm
Closed public holidays
Summer holiday closedown: Closed from 4:00pm on Tuesday 24 December 2024 and reopening at 8:00am on Monday 6 January 2025

Ruakākā service centre 
9 Takutai Place, Ruakākā
Hours:  Monday to Friday – 8:30am to 4:00pm
Closed public holidays
Summer holiday closedown: Closed from 4:00pm on Tuesday 24 December 2024 and reopening at 8:30am on Monday 6 January 2025

Service centre at isite
92 Otaika Road, Raumanga
Hours: Monday to Friday – 9:00am to 12:00pm and 12:30pm to 4:30pm
Closed public holidays

Step 8.Assessing your application

We will check your application is complete and contact you if we need more information.

If we need more information you will need to submit a new online application.

We will put your current water bill on hold while we assess your application.  If you have a direct debit and would like this put on hold, please contact us immediately to avoid the full amount being deducted.

Step 9.Notification

We'll email you once we have made a decision and if approved, you will get a new amount to pay.

Step 10.Pay new amount

You can pay the new amount either online, in person or call us with your details. We accept Visa and Mastercard payments via our Contact Centre.

Online: Pay your water rates

Phone: 09 430 4200

Policy 24/102 Remission of Excess Water Supply Rates

Objectives of the policy

Consumers are liable for water supplied through the water meter and are responsible for the maintenance of the supply system on their property.

However, they may experience a leak or damage to the supply of which they cannot reasonably be expected to be aware.  Council considers it is fair and reasonable to allow a reduction in charges in these circumstances.

The objective is to provide relief to ratepayers who have excessive water supply rates due to a fault (leak) in the internal reticulation serving their rating unit where they are unlikely to have known of the leak and it is unreasonable for them to pay those rates in the circumstances.

Criteria and conditions

Council may remit excess water supply rates where the application meets the following criteria:

  1. The ratepayer has applied for rates remission under this policy and provided information in the prescribed form on how the relevant criteria are satisfied and has completed relevant statutory declarations as may be required by Council.

  2. Immediate action to repair or minimise water loss is taken by the ratepayer on notification to it of a leak or damage by the Council.

    Proof of repairs are required, e.g. plumber's report, plumber's invoice, receipt for materials and photo of repair, and meter readings before and after the repairs.

    Any remission will only apply from the previous reading date to the date of repair and consequential meter reading.

  3. A remission will not normally be granted where the leak is the result of incorrect installation. The fault must not be in the internal reticulation (above ground) and the like, where the ratepayer should be aware of the problem and able to take immediate remedial action.

  4. That rating units used for residential purposes and rating units used for small businesses with usages equivalent to the average household be charged for consumption based on the daily average for the period in question for the given property, plus 50% (fifty percent) of the said average consumption.

    At least two previous readings for the same period as the leak occurred are used to calculate the daily average for the property. Where that is more than the actual consumption recorded, any excess consumption over and above that charged is remitted.

  5. That rating units used for business purposes with water usages more than the average household be charged for consumption based on the daily average for the period in question for the given property, plus 50% (fifty percent) of the said average consumption.

    Where that is more than the actual consumption recorded, any excess consumption over and above that charged is remitted.

    However, in extenuating circumstances, e.g. leak difficult to find, extremely high quantity leaked, any further remission will only be given at the discretion of the Water Services Manager and Revenue Manager.

  6. Any remission under this policy is usually limited to one per current owner. Any further remissions for subsequent leaks on the same reticulation supply line may only be granted if the full reticulation system is replaced.

    However, in extenuating circumstances, e.g. leak difficult to find, owner absent, multiple internal pipelines, any further remission will only be given at the discretion of the Water Services Manager and Revenue Manager.

    Where appropriate the cost of water production (as determined by the Water Services Manager) may be used to calculate a remission.

Report it

Use our online form to:

Report a water leak on public property or someone else's property

You can report other water issues online.

Report an issue

Enquiries

Use our online form to enquire about your water rates.

Enquire online

Phone: 09 430 4200

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