They should involve a substantial reduction in leakage overall. Policies for customers' supply pipes Ofwat's CSCs have done excellent work on this, promoting improvement in companies' service to their customers. 24 companies now dedicate freephone telephone lines for reporting leakage on company pipes. All companies offer free leakage detection services on customers' pipes. Companies' circumstances differ.
Free repair is especially important in areas where there are resource difficulties.
We would not want to see companies imposing restrictions without offering free repairs. Policies are improving rapidly, but more is left to do. About a third of companies now offer some form of free repair service, another third help customers by subsidising the costs of repair. I urge companies to follow the example set by others, as Thames recently did. Water efficiency plans Customers need to be economical too.