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Who is responsible
Knowing your responsibilities for things like bill payments and potential repairs is crucial. We’re here to help you understand your obligations so you can plan next steps with confidence.
In a nutshell, our role at Watercare is to:
- provide reliable, safe, efficient water and wastewater services for Auckland
- maintain the public water and wastewater networks
- monitor and test water quality
- plan and deliver for future population growth.
But when certain scenarios pop up – for example, damage to pipes, wastewater problems at your home or issues over payments – there can be confusion about who’s legally responsible for what.
Have a look below to understand more about what your obligations are.
For a detailed overview of your rights and obligations as a customer and our obligations to you, please read our full customer contract.
Payment responsibilitiesWe set up accounts under the legal property owner’s name because our contract is with the owner. This is different from other utilities, like power.
If you’re the property owner, you’re responsible for the water and wastewater charges incurred at your property. We supply the service to the property, not to individual tenants.
By law we must provide a continuous supply of water, as it’s essential for survival. Unlike other utilities such as power or gas, we cannot turn off the service.
This means that the landlord or property owner must ensure the water supply is paid for.
What about shared meters?
For shared meters, master and sub-meters, and deduction meters, the property owner is still responsible for paying the water bill.
Helpful resources
To better understand your responsibilities, see section 3.2 of our Customer contract: Your payment responsibilities.
We also encourage customers to read the Debt management code of practice.
We set up accounts under the legal property owner’s name because our contract is with the owner. This is different from other utilities, like power.
If you’re the property owner, you’re responsible for the water and wastewater charges incurred at your property. We supply the service to the property, not to individual tenants.
By law we must provide a continuous supply of water, as it’s essential for survival. Unlike other utilities such as power or gas, we cannot turn off the service.
This means that the landlord or property owner must ensure the water supply is paid for.
What about shared meters?
For shared meters, master and sub-meters, and deduction meters, the property owner is still responsible for paying the water bill.
Helpful resources
To better understand your responsibilities, see section 3.2 of our Customer contract: Your payment responsibilities.
We also encourage customers to read the Debt management code of practice.
Wastewater and stormwaterIn Auckland:
- We’re responsible for wastewater.
- Auckland Council is responsible for stormwater. If you see stormwater flooding, please contact the council.
You pay us for wastewater collection and treatment services through your monthly bills and Auckland Council for stormwater management through your property rates.
If you’re a property owner, you’re responsible for keeping stormwater on your property from entering the wastewater network.
What’s the difference between stormwater and wastewater?
This is a common but important question.
Check out Faults and outages for more help on this topic – or click on this image for a breakdown:
In Auckland:
- We’re responsible for wastewater.
- Auckland Council is responsible for stormwater. If you see stormwater flooding, please contact the council.
You pay us for wastewater collection and treatment services through your monthly bills and Auckland Council for stormwater management through your property rates.
If you’re a property owner, you’re responsible for keeping stormwater on your property from entering the wastewater network.
What’s the difference between stormwater and wastewater?
This is a common but important question.
Check out Faults and outages for more help on this topic – or click on this image for a breakdown:
Faults, pipes, leaks and other plumbing problemsPipes
Learn exactly where the responsibility for fixing and maintaining water and wastewater (sewer) pipes passes from us to you:
Leaks, blocked drains, overflows and other problems with water or wastewater
This section explains who needs to act on what and how you can report a fault to us.
Pipes
Learn exactly where the responsibility for fixing and maintaining water and wastewater (sewer) pipes passes from us to you:
Leaks, blocked drains, overflows and other problems with water or wastewater
This section explains who needs to act on what and how you can report a fault to us.
Water metersWe own and are responsible for all water meters (including shared meters and subsidiary meters).
If you’re the property owner, you must make sure our meter readers can access the meter for regular readings.
If there’s a problem, please phone us at (09) 442 2222, press 2.
Shared meters
In some situations, two or more property owners share the same water meter, which we own and maintain.
Subsidiary meters
We own and maintain subsidiary (sub)meters. However, the property owner(s) is responsible for pipes in the private network. That means you need to:
- maintain the pipe between the master meter and the sub-meter. This is an obligation of all owners who are connected to the master meter.
- maintain the pipe between the sub-meter and the home.
Check meters
These are private meters, owned and maintained by the property owner.
Helpful resources
We own and are responsible for all water meters (including shared meters and subsidiary meters).
If you’re the property owner, you must make sure our meter readers can access the meter for regular readings.
If there’s a problem, please phone us at (09) 442 2222, press 2.
Shared meters
In some situations, two or more property owners share the same water meter, which we own and maintain.
Subsidiary meters
We own and maintain subsidiary (sub)meters. However, the property owner(s) is responsible for pipes in the private network. That means you need to:
- maintain the pipe between the master meter and the sub-meter. This is an obligation of all owners who are connected to the master meter.
- maintain the pipe between the sub-meter and the home.
Check meters
These are private meters, owned and maintained by the property owner.
Helpful resources
Change of tenant: landlord and property manager responsibilitiesLandlords and property owners are fully responsible for all Watercare payments.
Landlords can request a special meter reading when there’s a change of tenant.
Helpful resources
Landlords and property owners are fully responsible for all Watercare payments.
Landlords can request a special meter reading when there’s a change of tenant.
Helpful resources
Property damageDamage and repairs to private pipes and plumbing on your property
You’re responsible when it comes to your private property.
We break this all down for you here:
Tenants and landlords should visit the government Tenancy Services website for information on who pays for repairs and damages.
Damage and repairs caused by our network
If our work or a problem in our public networks causes any damage to your property, we’ll restore it to a state as close to the original as possible.
Find out more on how we will help in this situation, here:
Helpful resources
Damage and repairs to private pipes and plumbing on your property
You’re responsible when it comes to your private property.
We break this all down for you here:
Tenants and landlords should visit the government Tenancy Services website for information on who pays for repairs and damages.
Damage and repairs caused by our network
If our work or a problem in our public networks causes any damage to your property, we’ll restore it to a state as close to the original as possible.
Find out more on how we will help in this situation, here:
Helpful resources
Related content
Find out who is responsible for different pipes and where that responsibility starts and finishes.
Helpful information if you’re a landlord or property manager.
Get answers and guidance to the most common water and wastewater questions for business customers.