We've left you a card
If you've found a card from Scottish Water through your letterbox, one of our leakage teams has visited your area and found signs of a possible leak near your property. We'd like to arrange a time to come back and investigate.
Why have I received this card?
Scottish Water is publicly owned, and one of the things we do is actively look for leaks across Scotland's water network. Our leakage teams — and the partners working on our behalf — use specialist equipment to detect water escaping from underground pipes. This work happens routinely; it's how we find and fix leaks before they become bigger problems.During a recent survey in your area, our equipment picked up signs that there may be a leak on or near the pipe that supplies water to your property. We called at your home to discuss this with you but you weren't in, so we left a card.
This doesn't mean anything is wrong with your plumbing or that you've caused a problem. Many leaks happen underground on supply pipes and are completely invisible from the surface. You may have noticed nothing at all — that's normal.
This is a genuine visit request from Scottish Water. Our teams will never ask you for payment at the door. If you'd like confirmation that we are working in your area, call us on 0800 0778 778 and quote the service appointment number on your card.
What will happen during the visit?
We want you to know exactly what to expect before you agree to a visit. There are no surprises — here's how it works.
- Call the number on your card to arrange the visit.
The first step is always yours — give us a ring on the number written on your card to book a time that suits you. - We'll arrive at the agreed time.
Our technician will come to your door at the appointment time. They'll be wearing yellow or orange hi-vis clothing marked with "Water". Many of our visits are carried out by partner contractors working on our behalf — they'll explain who they are when they arrive. - We'll explain what we're looking for.
The technician will tell you what our equipment detected and show you where they need to check. They'll answer any questions before they start. - We'll use listening equipment in your garden.
The technician will use a device that listens for the sound of water escaping from the pipe underground. This usually means placing a sensor on the ground or on fittings like your outside stop valve. This is non-invasive — no digging, no mess. - We'll tell you what we found.
If there's no leak, we'll let you know and that's the end of it. If we do confirm a leak, we'll explain where it is, whose responsibility it is, and what the next steps are.
What will happen
Your rights — and your obligations
We want to be straightforward about this. Here's where you stand:
- You can say no to the investigation visit. You are not legally obliged to give us access to your property for this investigation. We'd encourage you to let us check, but the decision is yours.
- You are legally obliged to repair a confirmed leak on your supply pipe. Under the Water (Scotland) Act, leaks on your side of the boundary must be put right. If a leak is left unresolved, we may issue a Waste of Water notice as a last resort.
- You choose the time of the visit. We won't turn up unannounced. Visits are booked at a time that suits you, within our weekday working hours.
- You can ask questions at any point. Before, during, or after the visit — our technician is there to explain, not just to inspect.
- You can ask us to stop. If at any point during the visit you'd like us to leave, we will.
- Nothing happens without your knowledge. We won't carry out any work beyond the investigation without discussing it with you first.
What if there is a leak?
If our technician confirms a leak, the next steps depend on where it is:
- If it's on Scottish Water's pipe (the main or communication pipe up to your property boundary) — we'll arrange the repair at no cost to you
- If it's on your supply pipe (from the property boundary to your house) — we'll explain what's needed and talk you through your options, including whether our supply pipe repair policy could help
Either way, you'll know exactly what's happening before any decisions are made. You can read more about who is responsible for which pipes on our Pipework Responsibilities page.
What if I ignore the card?
Nothing will happen immediately. But if there is a leak on your supply pipe, it won't fix itself. Over time it could:
- Reduce your water pressure
- Cause damage to the ground around your property
- Waste water that could be serving your community
- Get worse and become more expensive to repair later
We've already done the hard part by finding the possible leak. A short visit is all it takes to know for certain.
As a last resort, if a confirmed leak on your supply pipe is left unresolved, we may issue a Waste of Water notice. This is a formal notice under the Water (Scotland) Act requiring the leak to be repaired. We'd much rather work with you to get the issue sorted — the notice is only used when nothing else has worked.
How to confirm this is genuine
We understand why an unexpected card might make you cautious. Many of our visits are carried out by partner contractors working on our behalf, so it's right to want some reassurance. Here's how you can check:
- The card will have a service appointment number. Quote this when you call us and we can look up the visit.
- You can call us on 0800 0778 778 for confirmation that we are working in your area.
- We will never ask for payment at your door. The investigation visit is free.
- Our teams wear yellow or orange hi-vis clothing marked with "Water". Partner contractors carry a letter confirming they are working on behalf of Scottish Water.
