Landlord surprised with large water bill from a concealed leak

Published on 23 September 2026

Steve* owned a rental property and in late 2025 received a water bill that was more expensive than normal. His real estate agent contacted the tenant of the property to ask if they had noticed anything unusual. They explained they hadn’t noticed leaks but had been watering their garden more and that might be the reason for the high bill. 

In early 2026, Steve received his next quarterly bill for the property. It was for over $10,000. Steve and the real estate agent arranged for a plumber to attend. The plumber found a concealed leak in the pipes underneath the property. 

Steve submitted a concealed leak application to his water provider for financial assistance in paying the bill. His water provider denied the application. 

Steve called EWOQ for help. 

Here's how we helped

We spoke with Steve to get his side of the story. He said his application was denied because the provider stated he did not fix the leak fast enough. Steve was confused as on receiving the $10,000 bill, he had urgently arranged for a plumber to attend. He stressed that because he is a landlord, it’s harder to investigate issues as there is a process to accessing rental properties. 

We launched an investigation and asked the provider to explain their denial. They stated that they had sent Steve 2 notifications about high water usage that encouraged him to check for leaks. The first notification was sent with his bill in late 2025 and the second with his bill in early 2026. To be eligible for financial assistance after a concealed leak, their policy states a customer must have the leak fixed within 30 days of the first notification of high water usage. 

As Steve only had the leak fixed after the second notification, the water provider was within their rights to deny financial assistance. The bill remained payable. 

Outcome

We explained to Steve why he was denied and let him know the provider had offered an interest-free payment plan for the bill. Steve understood that he should have engaged a plumber after receiving the first notification of high water usage and accepted the outcome. Even though the case didn’t go his way, he thanked us for getting clear information. 

What can you do?

Steve’s case highlights how quickly concealed leaks can lead to extreme bills. If your water provider notifies you of unusually high water usage, it’s important to get a professional plumber to investigate as soon as possible. Acting early can prevent costs from growing and improve your chances of getting financial assistance.

*Name changed to protect privacy.