How we keep your water flowing

Ongoing maintenance

We regularly repair and upgrade our pipes to make sure they're reliable. 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.

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
• Grow our team and equipment to meet growing community needs

Learn more about our renewal works.

Improving our service

We're changing how we deliver maintenance and field services to improve the experience for all customers across our service area.

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

• Expanding our in-house maintenance teams
• Establishing new depots to support faster response times
• Partnering with local contractors for specialised work

These changes give us more control and visibility over faults and emergencies, helping us deliver a more consistent and reliable service – from Melbourne’s CBD to the Macedon Ranges.

Since 2024, we’ve been testing this model and gradually scaling up our internal field services team. 

We’ll continue to grow the areas our in-house teams service in mid-2025. During this transition, response times to some lower priority faults may take a little longer to respond to. We appreciate your patience if this happens in your area.

What this means for our customers and community in the long-term

• More consistent and reliable services across all areas we serve
• Faster repairs when things go wrong
• More local jobs, training and career opportunities

“This shift
means we will be able
to prioritise faults and works that have the highest impact on our customers, ensuring a more consistent service for everyone.”
Warren, Network Technician

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.