How we keep your water flowing

Ongoing maintenance

Our priority is delivering and maintaining safe and reliable water and sewerage services that meet the needs of our customers now, while ensuring long-term sustainability and affordability.

We monitor our system of water and sewerage pipes and when they can’t keep up with demands because of issues like faults, aging, or disrepair, we replace them. We do this so that we can continue to deliver safe and reliable water to you.

Learn more about our Renewal works.

Responding to faults

After you report a fault, we get to work immediately. Our team gathers the details they need to fix the issue as quickly and safely as possible.

Our crews handle all kinds of faults including:

• Leaking or burst pipes
• Water quality issues
• Low water pressure
• No water supply

Report a fault online now.

How we prioritise faults

Our team are prepared to respond to faults and maintenance needs across our service area. We prioritise faults that have the highest impact on you, ensuring a more consistent service for everyone.

For emergencies like gushing water or no running water in your home, we'll be there within 30 minutes.

For smaller leaks or faults, it may take a few days for us to respond, depending on how many other faults are in the area.

Our maintenance teams

Our expert team works alongside trusted local contractors to maintain our water and sewerage network.

This combined approach means we can:

• Respond quickly to urgent faults and emergencies
• Deliver consistent service levels across our whole region
• Maintain strong local knowledge and presence
• Scale our resources to meet growing community needs

Improving our service

We're changing how we deliver maintenance and field services across our service area.

As part of our commitment to providing high-quality, responsive and cost-effective services, we're:

• Expanding our in-house maintenance teams to inner-city areas
• Establishing new depots across our service area
• Working with local contractors for specialised services

These changes give us greater control and visibility of faults and emergencies, helping us deliver more consistent, reliable service across all the communities we serve - from Melbourne's CBD to the Macedon Ranges.

We’ve been testing the new model since 2024 and scaling up our internal field services team across the inner-city areas.

While we bring more maintenance work in-house, we’ll continue using our valued partners for civil and specialist tasks when needed.