Skip to main content
J
Rank 1
JanCan
Rank 1
October 9, 2023
Solved

Compensation for gas used to heat up water during unknown leak- Who's responsible?

  • October 9, 2023
  • 13 replies
  • 1958 views

Hi,

This might get long.

We recently discovered a huge underground water burst that apparently had been leaking for about half a year. Our water bill only comes twice a year so it wasn’t noticed quickly at all. We fixed it within 10 days of noticing it.
We had been having trouble with our gas meter readings. The smart meter stopped sending automatic readings, and when I attempted to put in manually, it kept saying “error” or that the number didn’t match with our previous reading. I called SSE (before the merge) and they also said it was abnormal but didn’t do anything to help solve. I called about once a month because I couldn’t submit a reading. I now know this is because of the water leak.

Our account shows that during those 6 months of big water leak, we used 100,000 or even 200,000 kWh of gas. This a huge amount that obviously wasn’t being actively used. Before and after the leak we were using maybe between 10,000-12,000.

Our gas balance shows over £4,000 for only 6 months. Again, this is very high and not anything near normal, especially since we were away for one month in summer.

 

My question is, will I be able to have the balance adjusted or some sort of allowance because the gas wasn’t being actively used and it was basically leaking out with the water leak?

 

Thank you.

Best answer by MCH59

Updated on 05/08/26 by Abby_OVO

 

If a water leak has caused meter damage and/or high or incorrect energy bills, it’ll be best to try and claim compensation through the water company. You can find out more about this on the Citizen’s Advice website here.

 

If the gas or electricity meter has been damaged please contact our Support Team who’ll book for an engineer to come out and replace the meter, free of charge. Send Support a photo of the meter and surrounding area, and they’ll be able to tell you whether an appointment with your District Network Operator or Gas Transporter is also necessary..

 

We’re renting, so unfortunately no insurance coverage I don’t think. The landlord took care of everything regarding the burst water pipe, so no issues there.

Well, the fact that you rent may actually be VERY good news … which is why I added the “so unless it is a rental property” in my last reply..

 

If you are renting and the landlord took care of the repair, did they also pay for the repairs without quibbling or blaming you in any way? (ie it was a property defect and you didn’t cause the damage by putting a nail through a water pipe or anything like that).

 

If so, I would have thought that there is a very strong argument that your landlord should perhaps be helping you with the cost of the excess energy usage attributable to something that was the landlord’s responsibility (and for which they will be insured if they have any sense).

 

I strongly suggest you have a chat with Citizens Advice (BEFORE saying anything to your landlord) to find out how liability works in a situation like that; but my hunch is that the fact that you rent might very well work in your favour here, because my non-expert understanding is that the  Landlord and Tenant Act 1985 requires landlords to keep in repair and proper working order the installations in the dwelling for the supply of water, gas, electricity, and sanitation.

 

If there is a thorny issue I suspect it will be about how long it should reasonably have taken you to spot and report the problem. Personally I only look at the water meter twice a year around billing time, but I don’t know whether or not that is a frequency that would be considered to be reasonable.

13 replies

Show previous replies
M
Rank 7
MCH59
October 14, 2023

You are welcome. @JanCan. From what you have said, I actually think you have a solid claim against the landlord, so I hope it all works out 😉

M
Rank 7
MCH59
October 14, 2023

@JanCan

For reference, this is the section of legislation that I think applies to your situation:  

Landlord and Tenant Act 1985, Section 11

It places an absolute and non-excludable obligation upon landlords in all short-lease tenancy agreements (ie less than 7 years and includes  both tenancies where the tenant has no fixed term agreement - but rents the property on a weekly or monthly basis - AND fixed term tenancies of less than 7 years).

 

    M
    Rank 7
    MCH59
    October 16, 2023

    @JanCan 

    Please let us know what Citizens Advice tell you.

      Terms & ConditionsAccessibility statement

      OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

      OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

      OVO (S) Gas Limited is part of OVO Group Ltd