Leak Find and Fix FAQs
- What is Living Water Smart?
Living Water Smart is a Power and Water initiative working together with the community to ensure Katherine's tap water remains safe and reliable, both now and in the future.
Living Water Smart aims to help reduce water consumption in Katherine by 20% or 650 million litres. That's over 430 Katherine Town Pools.
- Why do we need to be water smart in Katherine?
In Katherine, it is important we all work together to ensure our water sources remain safe and reliable. Power and Water's Living Water Smart program is helping the community reduce water use to keep reliance on the use of bore water to 10%, the maximum amount that can be treated each day to remove PFAS. The community has done a great job so far and we need to keep it up!
- What is the Community Leak Program?
The Community Leak Program has two components:
- Identifying leaks – Leak Checkers walk the streets of Katherine checking water meters
- Residents and businesses 'Finding and Fixing Leaks' – Through a $200 Leak Find and Fix rebate
- Why are you conducting the Community Leak Program?
Living Water Smart has identified that around one in eight homes and one in three businesses in Katherine have a leak, with the average leak wasting 300 000 litres of water or $580 per year – enough water to fill an average three bedroom home. This is a great opportunity for us to work together to help Katherine save water.
- What are the aims of the Community leak Program?
- To inform Katherine residents and businesses of potential leaks within their property
- To show Katherine residents and businesses how to read their own meters to test for leaks
- To increase awareness of the impacts leaks can have on households, businesses and Katherine’s water supply
- To establish leak checks as standard business practice for plumbers and for Power and Water during activities such as meter reading and meter replacement.
- When and where did you check meters?
Our Leak Checkers walked the streets of Katherine in August 2017 and May 2018 and each time checked around 2000 water meters connected to the main water supply. Most properties in Katherine are connected to the main water supply through 20 mm connections, which refers to the diameter of the pipe to the main water supply. In August 2019, Living Water Smart's leak checkers will return to Katherine to re-check residential water meters to signs of leaks.
Some older residential unit complexes are on shared (larger) water meters aren't checked through this program, however if you suspect a leak at your complex contact your property manager or landlord as they can access the $200 Leak Find and Fix rebate.
- How do I know if the Leak Checker has been to my property?
You will receive a Leak Check card in your letterbox. This card will tell you whether we found a leak or not, and let's you know what to do next.
- How do you know if I have a leak?
The leak checkers spend around 2-3 minutes at your water meter. They take a reading of the numbers on the meter dial, then wait a few minutes and then take another reading. If there is any movement of the dial, this could indicate that you have a leak. If our leak checkers have been to your property they will have left a card advising you of what they found, and if you have a suspected leak, what to do next.
- How do you tell the difference between a leak and just normal water use?
Leak Checkers have information about the average water use for common household activities for taps, toilets, showers, washing machines, dishwashers, irrigation etc.
If the flow rate is outside of these parameters you will be advised that you may have a suspected leak on a card we leave in your letterbox, or they will advise that they were unable to conduct the test as water was being used and they will leave a card advising you what to do next.
- What happens now that I have my Leak Card?
If your card says you may have a leak, or if you think you have a leak, then it's in your interest to get it checked and fixed! You can access the Living Water Smart $200 Leak Find and Fix rebate through one of our registered plumbing suppliers.
- How do I conduct the 3-Step Leak Check to look for leaks myself?
A meter leak check is an easy DIY test you can do at any time. Aim to check for leaks regularly. Set yourself a reminder, such as when your bill arrives.
- Make sure that there is no water being used in your home.
- Go to your water meter and watch for any movement on the dial. Smaller leaks will take longer to show.
- Did your meter move?
- What signs should I look out for when trying to find the location of a leak?
You can be your own leak detective!
In the garden: Check for wet patches and green spots (especially on your lawn).
Indoors: Check for dripping taps and shower heads. For toilets, add a few drops of food dye into the cistern and leave the toilet for one hour without flushing - if there is dye in the bowl you have a leak.
- How do I know if the leak is my responsibility, and not Power and Water's?
If the leak is flowing through your meter, it is being charged to your account and you are responsible.
If the leak is near the meter or service pipe, please contact Power and Water in the first instance on 1800 245 092.
If we determine the leak is a Power and Water issue we will arrange for the repairs. If it is on the customer side of the meter, you can access the $200 Leak Find and Fix rebate through a local registered plumber.
- What if I'm a tenant and I have a leak?
For leaks around the home or garden you should let your property manager or landlord know as soon as possible by following the ‘reporting of issues’ process identified in your tenancy agreement. You can also let your property manager/landlord know about the $200 Leak Find and Fix rebate.
If you are paying for water use at the property, it is in your best interest to get any leaks fixed as soon as possible as you are the person being charged for the water use. Call a local registered plumber and access the $200 Leak Find and Fix rebate.
About the Leak Find and Fix rebate
- What is included in the $200 Leak Find and Fix rebate?
The $200 Leak Find and Fix rebate can be used for the following services:
- Attendance (call out fee) by a registered supplier at your home to validate the presence of a leak, and the volume of water leaking.
- Leak detection services to find the location of your leak (for example in the irrigation, toilet, or an underground pipe).
- If it is a quick and easy fix they will do so there and then.
- If the leak fix will cost more than the rebate value the plumber will provide you a quote to fix it. You can choose to go ahead with the fix from our plumbing partner, or use your own plumber.
- Note - customers are eligible for one rebate per property, each financial year. Units, apartments and townhouses are eligible.
- Who is eligible for the Leak Find and Fix rebate?
Customers are eligible for one rebate per property, each financial year. Units, apartments and townhouses are eligible.
Business customers can access the 'Leak Find and Fix' rebate as part of a Business Water Use Health Check.
- Can I use any plumber to find and fix my leak?
No. Living Water Smart is working with Katherine plumbing suppliers that have applied to be part of the program and meet Living Water Smart’s water efficiency criteria.
If the cost to fix your leak exceeds the $200 rebate available through our registered plumbers, they will provide you with a quote for the cost of repairs. From here, you can then decide if you would like to proceed with the registered plumber, or if you would like your own plumber to undertake works.
- Will I have to pay the plumber for the $200 rebate when they come to check for leaks?
No. This cost is covered by Living Water Smart if you use one of our registered plumbers. You will only have to pay if you go ahead with any quoted costs outside of the $200 rebate to get your leak fixed.
- Can I use the $200 Leak Find and Fix rebate for parts that I install myself?
No. The rebate is designed for our registered plumbing suppliers to find and fix a leak. This may include individual parts or components that the registered plumber supplies and installs.
- Do I have to provide Living Water Smart with details about my leak?
Yes. In order to be eligible to claim the $200 Leak Fix and Find rebate, customers must accept the below terms and conditions:
I agree to Living Water Smart’s registered plumber collecting information about my leak
I agree to this information being provided to Living Water Smart
I agree to Living Water Smart contacting me about the information provided and the result of the leak check.
- Where can I find more information about Living Water Smart?
Call Living Water Smart on (08) 8995 5861 or email email@example.com.
- Can my existing customers access the $200 Leak Find and Fix rebate?
Yes they can! If you are a registered plumbing supplier you are welcome to tell your customers about the $200 Leak Find and Fix rebate.
If a customer has contacted you with a suspected leak and you have validated the leaks presence and volume, and the customer accepts the terms and conditions of the rebate, you can claim the $200 Leak Find and Fix rebate.
- How do I get paid for my service to conduct the $200 Leak Find and Fix rebate?
Living Water Smart will pay registered plumbers $200 for carrying out eligible services as part of the Leak Find and Fix rebate. The rebate includes the call out fee, meter reading, and approximately 30 mins of leak identification, repair and reporting.
To receive payment, suppliers must submit the following (weekly or monthly):
- Completed Residential Leak Check Report (using the provided application)
- Signed customer registration form
- A tax invoice made out to Power and Water Corporation
- A copy of the tax invoice provided to the customer with Living Water Smart’s rebate itemised.
- The transaction receipt for $200+GST
- I am interested in becoming a registered supplier for the $200 Leak Find and Fix rebate. What do I need to do?
Please send an expression of interest email to firstname.lastname@example.org.