Check the meter tap at the boundary of your property and make sure that it's fully on. A meter tap, which is usually next to the water meter, controls the water supply to your property. You can turn it on and off, but can't connect a hose to it or use it to fill a bucket. It may look like a standard tap or a lever. Turn it in the direction of the arrow till you feel resistance. Use a spanner if you need to, but don't force it. The tap won't turn if it's fully on. Find out about your meter.
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Pick the issue you're concerned about
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No water or low pressure
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Leaks and breaks
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Drinking water quality
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Bad smell
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Wastewater blockage
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Something else
No water or low pressure
Before you report a fault, see if there's something else going on at your property or in your area that explains the issue.
Maybe you missed a flyer about planned maintenance work in your area. It's possible we tried to let you and your neighbours know ahead of time that your water supply would be affected.
To see if emergency repairs are underway, check for water supply and service updates in your area. For updates on planned works, you can register for service alerts.
It’s possible we have a crew doing repair work nearby, maybe in response to an emergency. They may have had to turn the water off.
To see if emergency repairs are underway, check for water supply and service updates in your area. For updates on planned works, you can register for service alerts.
If we’ve restricted the water supply, there should be a slow flow of water into the property. If you own the property, you can check your account balance. To arrange a payment and have your water restored, call us on 13 20 92 from 8am to 5:30pm Monday–Friday or 13 20 90 after hours. We’ll do what we can to help.
Sub-zero mornings don’t happen every day. But if it's extra cold, maybe the water in your pipes has turned to ice. Don’t pour hot water on frozen pipes – they can crack. They'll thaw naturally as the day warms up.
Next time a cold snap's on the way, insulate your above-ground pipes and meter with a bucket, plastic tub or cardboard box, or wrap them in foam, rubber, crumpled newspaper or a towel. Or put half a tyre over your meter for the whole winter.
Still have issues? Let us know.
There may be other reasons why the water from your taps is only trickling or you have no water at all. If you've checked the possible causes above and still can't explain an ongoing water supply issue, report it online or call 13 20 90 24/7. Either way, we'll escalate the issue.
In an emergency, call 13 20 90 24/7
Leaks and breaks
Leaks can be any flowing or trickling clear water, or damp patches that don’t dry up. A puddle or pool after heavy rain may not be due to a leak. If you see an unusual amount of water in a public space, call us straight away on 13 20 90 24/7.
When to report a leak or break
If it's a leak on a footpath, nature strip or road that you want us to investigate, report a leak online. If it's an emergency – particularly if the leak smells like wastewater – call us on 13 20 90 24/7. We'll help with next steps.
In an emergency, call 13 20 90 24/7
Drinking water quality
We test and monitor drinking water for safety. Usually there's nothing to worry about, even if it looks, smells or tastes unusual. Learn where your safe drinking water comes from, or get today's daily drinking water quality report for your area. If water from just one of your taps is affected, call a licensed plumber.
Colour
If discoloured water is only coming from one tap, fittings on your property may be old or need repair. Try running the cold tap for 30 seconds to see if it goes clear. If discoloured water only comes from hot taps, your hot water service may need to be repaired or replaced. Either way, you should call a licensed plumber.
Taste or odour
A metallic or chlorine taste or smell in your water could be due to the chlorine we add to drinking water to kill germs. It's how we keep it safe. To understand what's in your tap water, check out water analysis.
Let your tap water stand in a jug for an hour or so, or keep it in the fridge. The taste and odour should vanish.
Cloudiness
Cloudiness is caused by tiny air bubbles in water coming out of a tap, nothing more. Your water should clear from the bottom of your glass up in around 30 seconds.
Black specks
If the black specks come from just one tap, it's likely the rubber from the tap washer or O-ring has worn out or perished. If you’re feeling handy, you can find out how to change a tap washer yourself. Otherwise, call a plumber.
If black specks only come from hot taps, your hot water service may need to be repaired or replaced. Call a licensed plumber.
If the water from all your taps has black specks, we might be working on water pipes nearby and a main has broken. Your neighbours will be affected, too. Once repairs are complete, the water should run clear in a few minutes.
To see if emergency repairs are underway, check for water supply and service updates in your area. For updates on planned works, you can register for service alerts.
Health issues
For any health concerns, contact us immediately. Call us on 13 20 90 24/7.
In an emergency, call 13 20 90 24/7
Bad smell
If you’ve picked up a whiff of wastewaster, trust your nose. It might be the first sign of something serious. If you can't pin down the source, call us right away on 13 20 90 24/7. If your tap water has a strange odour, find out more about drinking water quality.
If the smell only occurs when you use a tap or drain on your property, it's not something we can help with. You'll need to call a plumber. However, if the smell occurs regularly in a public space, call us on 13 20 90 24/7 to investigate.
If you think the smell could be coming from our pipes or from one of our sites, treat it as an emergency. Call us on 13 20 90 24/7.
In an emergency, call 13 20 90 24/7
Wastewater blockage
Wastewater blockages, or sewer chokes, happen when there's something inside a pipe that stops it working properly. They can cause anything from a backed-up toilet to hazardous overflows in bushland, in waterways, in parks, on the street or in your own backyard.
Something else
We’ve tried to cover the faults that get reported most often. But please also email us if you spot something out of the ordinary that we need to know about and fix. There might be damage at one of our sites. Or you might have spotted a broken Sydney Water asset. Thanks for taking the time to help us keep our services working safely.
In an emergency, call 13 20 90 24/7