Why are South East Water trialling the leak sensor?

For South East Water, the partnership with Hive is a positive and proactive step to realise some of our leak reduction target of 15 per cent. The additional benefit of the Hive platform is that customers will receive insight about their water usage, which South East Water hope will give customers more control over their water use – something many customers said they wanted during research for the water company’s latest business plan.

What happens to my data?

For the purposes of the pilot Hive will only share anonymised and/or aggregated data collected by all leak sensors in the trial with South East Water. This data will not be connected to you or your property.

How long does the trial last?

The trial is for a fixed term of 12 months.

What happens at the end of the trial?

There is no cancellation fee. At the end of the trial we will contact you to seek your feedback and advise on options should you wish to continue to use the leak sensor. If you choose not to, Hive will deactivate the device, and you will not need to return it.

If the trial proves successful more of South East Water’s 2.2 million customers may be able to access the innovative device in the future too.

Do I need a smartphone?

An Android or iOS device with an up to date operating system, with Internet access, to receive alerts from the Hive Leak Sensor via the Hive app will be required. Please note that your smartphone will need to have reception and data coverage to be able to receive alerts.

How does the leak sensor work?

When the leak sensor detects an unusual flow of water, the Hive app will lead you through a troubleshooting journey. This allows you to confirm if the flow was due to your own water use or whether it is a potential leak.

What happens if I find a leak?

If as a result you find a leak within your property, you may find that you are covered by your household insurance policy. We recommend that you contact your own plumber to carry out the necessary repairs. A directory of approved, qualified plumbers can be found on the WaterSafe website watersafe.org.uk or by calling 0333 207 9030.

Who do I contact if I have an issue during the trial?

If you experience any problems with the Leak sensor during the trial please use the support tools within the Hive app or via the Hive Leak Support web page. Alternatively, you can contact Hive Technical Support team on 0333 202 9614 (free from mobiles) between 8am – 9pm Monday to Sunday or email help@hivehome.com.

Will I be contacted by South East Water?

South East Water may contact you occasionally to ask you to complete a survey either by phone or email about your experience during the trial

Where does the leak sensor go in my property?

Your Hive Leak Sensor should be installed on your mains water pipework, as close to the internal stop tap as possible and before the pipework splits to supply other areas of your home. This is to ensure that the Hive Leak Sensor is monitoring your entire mains water pipework.

Your internal stop tap is usually located in the kitchen under the sink but it can be anywhere on the ground floor of your home. It is important that you are aware of where your internal stop tap is just in case there is an emergency and you need to turn off the water. A qualified plumber will be able to help you locate your internal stop tap. Other common places for your stop tap may be:

  • Kitchen cupboard
  • Bathroom
  • WC, cloakroom
  • Garage/Utility room
  • Cellar
  • Under the stairs

Will I need Wi-Fi to use the sensor?

Yes, the Hive Leak Sensor is connected securely through your home Wi-Fi network.

Do I need to be the bill payer at the property to apply for the trial?

You must be over 18 year of age and have the bill payer’s permission to take part in the trial.

Does it matter if I am in a rented property?

Provided you have access to your mains water pipework, as close to the internal stop tap as possible and also to a Wi-Fi network then the sensor can be used in rented property.

What happens if I move during the trial?

The sensor can be disconnected from the pipe and reinstalled at a new property, it will need to be re-connected to the new WiFi network and you will need to change your address and contact details within your Hive account. It would be helpful if you could contact us at the following email address hive@southeastwater.co.uk so that we know that you have moved and in case the new property is outside of our supply area.

Can I only sign up to the trial online?

Yes, for this trial, the application process is online via our website at the following link: https://www.southeastwater.co.uk/hive

What happens if I don’t want to continue with the trial once I’ve signed up?

If you no longer wish to be part of the trial, the device can be disconnected from the pipe and the app deleted.  You should disconnect and remove the battery from the leak sensor to stop it sending readings. If you need further help, please call Hive on 0333 202 9614 (free from mobiles) between 8am – 9pm Monday to Sunday,

Will being on this trial affect my bill?

No, this trial is separate from the bills that you get from us and we will continue to bill you as normal.

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