Customer left to deal with water leak for 3 months

Published on 03 December 2025

Craig* noticed that the footpath outside his house was persistently being flooded. Since there was no obvious source of the water, he thought there may have been a leak in underground water infrastructure. Believing the issue lay outside his property boundary, he contacted his water provider to investigate.

Despite the provider’s initial assessment that no leak was present, the flooding continued for 3 months. Craig repeatedly contacted the provider, but they maintained that the issue was not related to their infrastructure. As the waterlogged yard worsened, Craig hired a licensed plumber, who confirmed the leak was outside his property, making it the provider’s responsibility.

Troubled with how the situation had been handled so far, Craig approached EWOQ for help. 

Here's how we helped

We launched an investigation and asked the water provider to re-test their infrastructure. Upon reinspection, they confirmed the plumber’s findings: the leak was in their infrastructure and required urgent repair.

Outcome

The water provider repaired the leak and apologised to Craig for the delay and their poor customer service. As a gesture of goodwill, they offered to cover the cost of the plumber Craig had hired to find the leak. Craig was relieved to have the issue resolved and appreciated EWOQ’s support.

This case highlights the importance of thorough investigation and responsiveness from service providers, especially when infrastructure issues affect customers’ homes and wellbeing.

What can you do? 

If you suspect a water leak it's important to get it investigated as soon as possible to avoid damage to your property. If you have a dispute with your provider on who's infrastructure the water leak is coming from, EWOQ can support you in reaching a fair outcome.