Who's responsible for what?
We may charge you to repair any problems or damage caused by you; for example, if you lose your key or break a window. These are called rechargeable repairs.
Examples of rechargeable repairs:
Emergency repairs are repairs that are essential to protect your health and safety or prevent any serious damage to your home.
Emergency repairs include:
Target times for repairs depends on their risk and urgency. We will attend or respond to repairs within the times below, unless otherwise stated.
What's the difference between a repair and planned works?
Reactive replacement is usually smaller scale repairs to your home, such as a broken window handle or leak in either the kitchen or bathroom. When we attend, these repairs are usually completed within a few hours.
Planned maintenane is bigger, full replacements in your home, such as kitchen and bathroom replacements, full roof replacements, boiler replacement, full home windows and door replacements. This type of work tends to take longer than a few hours and will often take a day or more to be completed when we attend.
Welsh Water's Cartref project helps customers identify and fix leaks – this can be anything from a dripping tap to a leaky loo, which can waste around 12 litres an hour. Over a day this adds up to 288 litres – nearly two people’s average daily water usage.
Using the easy-to-use postcode checker, you can see if your property falls into one of these areas, and if it does, Cartref can set up an appointment with one of their certified plumbers, completely free of charge.
As part of the service, a number of common leaks can be fixed completely free of charge. Even if the leak can’t be fixed by one of their plumbers, they can give you helpful tips and tricks on saving water and give details of a company who can help you further.