Repairs and property damage


If you have experienced any property damage as a result of a burst water pipe or overflowed sewer pipe, we recommend you contact your insurance company immediately. We understand it can be very stressful when the unexpected happens.

Many factors like seasonal changes, tree roots, changed ground conditions, illegal flushing of wet wipes or just general wear and tear can cause a water pipe to burst or a sewer pipe to overflow.

When we fix a water pipe or attend a sewer overflow, we also assess it for future maintenance requirements to reduce the possibility of the problem reoccurring. We also fix any damage to footpaths, nature strips or roads.
If you have experienced any property damage as a result of a burst water pipe or overflowed sewer pipe, we recommend you contact your insurance company immediately. They will help you arrange any required clean up, repairs or replacement of damaged property.

Our first priority is to make the area around the burst water pipe or overflowed sewer pipe safe.

What will we do? 

Where your property has been impacted by a burst water pipe or overflowed sewer pipe, we arrange an initial clean up. For an overflowed sewer pipe we will also disinfect the area to ensure it is safe. When our maintenance operators are on site, they may be required to document and take
photos of the damage.

Our maintenance operators may revisit the property the following day for further clean up, disinfection or reinstatement of garden beds for example. This work may also be carried out by a contractor on our behalf.

The maintenance operators attending are not trained in insurance processes. They are on site to complete works to repair the water or sewer pipe, assist with the initial clean-up and reinstatements where required. Our customer relations team are available to assist with any questions you may have regarding the incident.

What will your insurance company do? 

Your insurance company has all the readily available resources and expertise to get your property back to how it was.

They will arrange further clean-up if required, provide assistance to fix any damage, and help with organising the replacement or repair of damaged items.

If you are unable to contact your insurance company, we recommend you contact a professional cleaner immediately until you are able to contact your insurance company.

What should you do if you don't have insurance?

If you don’t have insurance cover, we may consider providing financial assistance, determined on a case-by-case basis. You can apply by completing a Request For Compensation Form. Please contact us if you need help accessing or completing the form.

To submit a ‘request for compensation’ if you don’t have insurance, you will need to:

  • Provide copies of any clean-up bills, such as paid invoices from your cleaner
  • Provide copies of bills and estimates for the damaged items
  • Provide evidence such as photographs, video and/or independent expert advice
  • Retain any damaged items for which you are claiming.  

How do I make a claim to recover my insurance excess?

Please contact us and we’ll be able to advise you how to do this. Call us on 1300 926 666 during business hours 8:15am to 5pm, Monday to Friday, excluding public holidays or email info@wannonwater.com.au.

Download this information on our Property Damage - Who's Responsible brochure.

Water meters

We are typically responsible for the water meter and pipes from the street to the meter.

Responsibility for the maintenance and repairs of pipes on the customer’s side is with the property owner.

To help us read and maintain your water meter, please keep the area around it clear of any plants or objects.

If your meter is faulty, damaged or missing then call us on 1300 926 666 and we can send a crew to take a look.

CUSTOMER_Water _Who 's _Responsible _Diagram _Jan _2023

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Sewer blockages and maintenance

Find out what to do if you're having an issue with your sewer

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Fire service

Access to water is essential when combating fires, especially in structures such as factories, buildings with a large roof area, shopping centres and schools.

Building regulation places an obligation on property owners to maintain the essential safety measures installed at the property including fire services. Responsibility for enforcing of building safety rests with Councils, not Wannon Water.

Where Wannon Water becomes aware of a leak or a burst on a fire service, the property owner will be requested to repair the leak or burst.

Legislation also allows Wannon Water to disconnect the fire service which would include notifying Council that the property owner may be breaching building regulation.

Where the property owner does not undertake the required works, or where the leaking fire service is causing property damage or public danger, we will undertake the repairs and recover the cost of these works from the property owner.

Read our information sheet on fire services

 

FIRE_SERVICE_Who 's _Responsible _Diagram _Powerpoint _Jan _2023

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