Fault in the water meter

You should occasionally check the water meter between reading requests as well, as hidden leakages, for example, can be detected by monitoring the property’s water meter. If the water meter is rotating even though no one is using water at that time, it may indicate a leaking pipe.

If you suspect that your water meter is showing an incorrect reading or is broken, please contact our customer service:

  • by phone 09 1561 2110 (weekdays 8.30 am−3.30 pm); or
  • via our feedback form.

Please check the frequently asked questions below before contacting us. We charge a fee in accordance with the service charge price list for water meter repair.

The operation of the water meter should be monitored

It is a good idea to monitor the water meter reading panel and check that the meter rotates when water is being used on the property. If the meter does not rotate or the reading has gone up an abnormal amount, please contact us.

The meter is not supposed to rotate when water is not being used on the property. If the water meter is rotating even though no one is using water at that time, it may indicate a leaking pipe. In this case, please contact a HVAC service company to locate the leak. The most common leakages outside of water pipes are leaking water fixtures, such as a toilet seat or the safety valve on a water heater. Leaks from water fixtures easily go unnoticed, as the leak goes directly into the drain.

Please note that there should be water under the water meter’s glass, i.e. inside the meter.

The water meter and lot line may freeze

If you suspect that the water meter or lot line has frozen, close the meter valve and call our fault service number at 09 1561 3000. Melting the water meter and lot lines should always be left to professionals.

Please note that the property’s main water meter is the property of HSY: do not replace or dispose of it yourself. We charge a fee in accordance with the service charge price list for a broken water meter.

A frozen water meter can be identified by the fact that

  • there is no water from the tap;
  • the water meter leaks a lot; or
  • the glass or cover ring of the water meter is cracked.

Water meter sounds

When using water, the sound of it flowing can be heard in the property’s piping even in normal situations. This does not mean that there is a fault in the water meter. When a water tap is opened or closed quickly on the property, the non-return valve can make a fairly loud ‘bang’ sound. This is due to normal pressure fluctuations in the water pipe system and does not mean that there is a fault in the water meter. 

Broken meter shut-off?

Meter shut-off valves are valves on both sides of the meter that can be used to cut off the flow of water. Shut-off valves and monitoring their condition are the responsibility of the property. It is a good idea to test the shut-off valves, for example, once a year when reading the meter, so that they do not jam. Unused valves get jammed over time.

The meter shut-off valve is broken if it cannot be closed or the shut-off does not hold. Shut-off valves can break with age as well. Replacement of water meter valves can be ordered from HSY using our service portal. The work can also be ordered from a competent HVAC service company, but the closing of the lot line and the sealing of the water meter must still be ordered through HSY.