Case studies

Water leak detection and pipe repair under driveway

Project

Water supply pipe leak – investigation and repair

Location

Stanmore, West London

Client

Insurance provider

The problem

A householder is alarmed to receive a water bill that is much bigger than usual. They carry out a water supply isolation test. This indicates there was a water leak somewhere on the property’s water supply pipe.

Wednesday 29^th July 2026 – PM

The householder contacts their home insurance provider.

Blue pipe indicates position of the pipe and location of leak

The solution

Thursday 30^th July 2026 – PM

Catalyst receives the claim details from the insurance provider, which are allocated to a claims handler, who immediately contacts the policyholder.

After going through due diligence checks to assess the urgency of the situation and the householder’s availability, our claims handler agrees with the policyholder that a team of water technicians will attend the house on the morning of Monday 3^rd August 2026.

Monday 3^rd August 2026 – AM

Catalyst’s water technicians arrive at the house at the agreed time. They use acoustic testing along the line of the supply pipe to pinpoint the location of the leak, which was found to be beneath the centre of the householder’s block-paved drive.

As part of this process, they also located and mark the property’s electricity supply cable and gas supply pipe to ensure their work is carried out safely, without interfering with these utilities.

They then carry out an excavation, which exposes a leak in a 1-inch lead water supply pipe, caused by the pipe being damage by contact with hardcore in the drive’s sub-base.

Safety first – positions of electricity and gas services located

Instant claim validation and repair

The technicians call Catalyst’s claims handler to explain what they had found. The claims handler straightaway validates the claim and approves a spot repair to the pipe.

The technicians carry out the repair – cutting out the leaking section of pipe and connecting a new section of 25mm-diameter MDPE (medium-density polyethylene plastic) pipe to the lead pipe with heavy-duty specialist couplings.

They test the water supply system and find no other leaks present. They then backfill the excavation and reinstate the drive, taking all surplus material with them when they leave.

Catalyst’s claims handler contacts the policyholder, who confirms they are happy with the response to their claim and the quality of the work carried out at their home.

Our claims handler closes the claim and notifies our insurance client the issue has been resolved.

Excavation reveals the water leak in a damaged lead supply pipe

Leak repair hour-by-hour

Split in the supply pipe caused by a stone, which triggered the leak

Results and benefits

Catalyst’s robust procedures, which include excellent communication with all parties, ensure the claim is recorded and acted on as quickly as possible, fully involving the policyholder at every stage.

Catalyst mobilises experienced water technicians, who carry out a first time fix, safely locating the water leak and repairing the water pipe, with the least disruption for the policyholder.

Catalyst handles and fulfils the insurance client’s claim efficiently and effectively, within all contract KPIs, in terms of: technical outcome, policyholder satisfaction, and cost control.

First time fix authorisation given – the supply pipe is repaired

Find out more

Catalyst delivers a comprehensive range of services to resolve claims for a growing number of insurance providers, insurance brokers, and loss adjusters.

They include: subsidence investigations, drainage surveys and repairs (mains and off-mains), water supply pipe repairs and replacement, water leak detection, and environmental services.