Report a problem

Whether it’s a leak, no water, low pressure, unusual taste or smell, or a wastewater issue, this page guides you on how to report it, what to expect, and who is responsible for fixing what.

We work closely with New Plymouth District Council to respond to problems quickly and efficiently.

Our goal is to make it easy for you to know what to do and to ensure we respond quickly when it matters most.

You can report a problem through any of the following channels:

Email – enquiries@npdc.govt.nz

Phone 067596060

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When to contact us immediately

Some issues are urgent because they can affect your health, safety, or property. Please call us immediately if you experience:

• No water at your property
• A burst pipe or major leak on the street
• Sewage overflowing onto land or into waterways
• Contamination concerns (e.g., water that is brown, cloudy, oily, or smells unusual)
• Extremely low pressure affecting essential use

These situations require urgent triage and are treated as priority events requiring rapid response.

We use New Plymouth District Council’s 24/7 emergency called centre which is resourced by trained staff who will log the issue, ask essential questions, and dispatch a crew if needed. Phone 067596060.

Non‑urgent issues

For problems that are not urgent — such as a minor leak, intermittent low pressure, or slow‑draining wastewater fixtures — you can report the problem through any of the following channels:

Email – enquiries@npdc.govt.nz

Phone 067596060

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Non‑urgent issues are still important, but they do not require immediate field response.

Who is responsible for fixing what

Knowing where responsibility sits can save you time and money:

We are responsible for:

• Public water mains
• Public wastewater pipes, pump stations, and treatment plants
• Water to the point of supply (usually the property boundary)
• Repairs to leaks, bursts, and faults in the public network
• Investigating wastewater overflows from public pipes

You are responsible for:

• Leaks or breaks on private property
• Internal plumbing, fixtures, irrigation, and appliances
• Private laterals that run from your home to the point of supply (where bylaws specify this)
• Backflow devices installed on private systems where required
• Drainage issues caused by private blockages

If the issue is on your property, we may advise you to contact a certified plumber.

How we assess and respond

Our response time depends on the urgency and nature of the issue. The approach mirrors the Department of Internal Affair’s standards for unplanned interruptions:

• Urgent issues: We aim to respond within one hour and resolve issues within approximately four hours wherever possible for services <250mm and within approximately eight hours for services >250mm.
• Non‑urgent issues: Resolved within a reasonable timeframe depending on workload and severity.

If restoration will take longer than expected, we will arrange alternate water such as bottled water, a hydrant standpipe, or a water tanker located nearby.

How to check for leaks yourself

A high bill or continuous flow in your meter may indicate a leak. There is a simple process you can undertake at home to check for leaks:

1. Turn off taps, appliances, and irrigation.
2. Check your water meter and note the reading.
3. Wait 30–60 minutes without using water.
4. Re‑check the meter — if it has moved, you may have a leak.

We also recommend checking:

• Toilets (silent leaks are common)
• Garden taps
• Irrigation valves
• Hot water cylinders

If you suspect a leak on your property, contact a plumber.

What happens after you report an issue

Once your report is logged, we will:

• Prioritise the job based on severity
• Dispatch a crew for assessment (for urgent issues)
• Keep you informed about timeframes
• Repair public‑network issues as quickly as possible
• Provide alternative water if required
• Close the job once resolved

We record every incident so we can analyse trends, identify hotspots, and plan upgrades.