Frequently asked questions

Call 06 349 0001. Please give your address, what is happening, when it started, and whether you need drinking water or practical assistance. Please share this information with whānau, friends and neighbours who may not see our updates online – we'd really appreciate it.  

Water safety is based on testing, not appearance. We are doing regular water-quality testing, extra chlorine checks and microbiological sampling. Results continue to show the water is safe to drink.

Visible sand is still not acceptable. If our safety advice changes, we will tell residents immediately.

The maps show where the NO-DES trucks will be set up to clean the water mains. These areas have experienced the most issues so they’re where we expect to find the most sand and sediment. It’s important to note that the cleaning will extend beyond the areas shown on the maps – because the water network is interconnected through linked valves, water will be drawn through other parts of the network so that the wider network is treated.

Some properties in Castlecliff and parts of Titoki have reported sand, sediment, reduced pressure, or issues with taps, filters, hot-water systems and appliances. Because the issue is intermittent, the number of affected households can change from day to day.

The issue was identified after water main upgrade work in Castlecliff on 7 September 2026. Higher flows in the new water main appear to have disturbed sand and sediment.

Reports have mainly come from parts of Castlecliff, with some in the Titoki area. If you have issues, please call us so we can add your property to our response list.

The council manages the public drinking-water network. We are working to restore normal service and support affected households.

Turn the inside tap off straight away if sand appears. 

Run the outside garden tap closest to your supply for at least 10 to 15 minutes.

If it does not clear, stop and call 06 349 0001.

Do not keep flushing or repeatedly run hot water.

Yes, if your household needs water and you are unable to collect it yourself due to an accessibility issue, we suggest you ask whānau or friends to collect water from the water tanker and deliver it to you. Alternatively, please call 06 349 0001 and we will arrange delivery.

Water tankers remain available from 10.00am to 4.00pm every day, including weekends at the Castlecliff Surf Club, Castlecliff Beach.

Clean tap aerators, filters or shower heads if you can do this safely. 

Rinse small fittings outside or in a bucket before re-installing. 

If you are unsure, call us and we can help. 

Call us on 06 349 0001.

If sand and sediment from this issue is affecting your household appliances, please contact us to tell us what has been affected, such as a hotwater system, filter, washing machine, dishwasher, tapware or plumbing.

We will record the issue and arrange follow-up, including a plumber where needed. 

If you have already arranged repairs and are seeking reimbursement, you’ll need to provide evidence that the damage was caused by sand or sediment related to the current issue.

Keep photos and details of any damage, work or costs.

Yes. If sand or sediment from this issue has affected plumbing, taps, filters, hotwater systems or appliances may have been affected, the council can arrange a plumber to visit. 

Yes. If an appliance or hot water system has stopped working because of the Castlecliff water issue, you can arrange your own plumber. Before you do, please call us on 06 349 0001. We will take your details and send you a claim form.

To make a claim, you need to:

• fill in and send us the claim form yourself, as the householder
• give us your contact details and the address of the affected property
• tell us what was affected, when you first noticed the problem and how you think it is linked to the Castlecliff water issue
• ask your plumber for an itemised invoice that lists the inspection, work, parts and costs. Your plumber must invoice you directly. They cannot invoice the council directly.
• include clear photos of the affected appliance, hot water system, plumbing or damage, if you can
• keep copies of everything you send us, including the form, invoice, receipt and photos.

We will review your claim and contact you if we need more information.

Call us before arranging non-urgent work as costs can only be claimed where directly attributed to the current issue. We are recording affected properties, plumbing work and related costs. 

Each situation will be considered based on its circumstances.

Keep photos, invoices and receipts.