Information for schools, plumbers and industry
Educational facilities
We want to help schools, kura kaupapa, kōhanga reo, kindergartens and childcare centres check your water systems.
We are continuously testing the water, and results confirm it is safe to drink and meets drinking water standards. However, sand or sediment in the water is not acceptable, and specialist advisers are helping us find a long-term solution.
Here’s what you can do to check whether your facility has been affected
- Run a cold tap for 10–15 minutes. Collect some water in a clear container and check it for sand, sediment or unusual discolouration.
- Check whether water pressure is lower than usual at taps, drinking fountains, bottle-filling stations, kitchens, bathrooms and other outlets.
- Check water-connected equipment, such as dishwashers, boilers, plumbed-in fridges, water coolers and irrigation systems, for reduced water flow, unusual noises or visible sediment.
- Inspect and, if needed, clean filters, tap aerators, hot-water systems and appliances following the relevant manufacturer’s instructions.
- If you need help completing these checks, please contact the council on 06 349 0001
If you notice sand, sediment or anything else unusual about your water supply
- Call us straight away on 06 349 0001 for advice and support.
- Stop using the affected outlet or equipment and do not use visibly affected water for drinking or food preparation.
- Take a photo and note the time, location and what you observed, if possible.
- Follow your usual procedures for notifying whānau if drinking water, food preparation or facilities are affected.
If drinking-water outlets cannot be used, we can help arrange a safe alternative supply while the issue is assessed. Please tell us how many tamariki and staff are affected and about any specific needs.
Thank you for completing these checks and for caring for your tamariki and community. Your feedback is important and helps us understand what is happening at individual properties.
To speak with someone about this issue, please call
06 349 0001
Plumbers
As a plumbing professional, you may be contacted by residents experiencing issues with hot water systems, filters, tapware, appliances, valves, pipework or other water-related equipment that they believe may be connected to this incident.
Although the issue has primarily been reported in parts of Castlecliff, the council wants to know about potentially related cases both within and outside the currently identified affected area.
What the council is doing
The council is investigating reports, tracking where issues are occurring and assessing information from the public. We are also providing updates and considering public claims based on the circumstances and supporting evidence provided.
How plumbing firms can help
If you attend a property with a potentially related issue, please inspect the affected equipment, record whether and where sand or sediment is present, consider other possible causes, photograph relevant findings, and clearly itemise any work or parts required. Please report the case to the council as soon as practicable by calling 06 349 0001 or emailing yourcouncil@whanganui.govt.nz.
Information to send the council
- Property address
- Date attended
- Customer name and contact details including phone and email
- What was reported and observed
- Inspection or testing completed
- Condition of the affected equipment
- Any other possible cause identified
- Work undertaken or recommended
- Parts replaced and itemised charges
- Supporting photographs, where available
- Your company contact details
Public claims
Customers who believe they have incurred costs because of the Castlecliff water issue may submit a claim to the council. Council will assess each claim based on its circumstances and the supporting evidence provided. A claim does not confirm the cause of damage, mean the council accepts liability, or guarantee reimbursement. Costs relating to normal wear and tear, pre-existing conditions, routine maintenance, or faults not caused by the water supply issue will not be covered.
Direct invoicing to the council
Unless the council has provided prior written approval identifying the authorising council officer, approved scope and value, and relevant purchase order, work order, CRM or incident reference, please invoice the customer who engaged you. A referral, reference number, conversation with the council, case report or assistance with a customer claim does not, by itself, authorise work at the council’s cost.
If the council approves direct invoicing, the invoice must include the authorising officer’s name and position, the date of written approval, the purchase order, work order, CRM or incident reference, and the approved scope and value. Any variation to the approved scope or value must be authorised in writing before the additional work is undertaken.
The council may return or decline invoices without suitable approval or for work outside the approved scope or value.
Note: If a customer has already contacted the council, the council may have arranged a plumber to attend. Plumbers should confirm the referral and obtain the required written approval before undertaking any work that is to be invoiced to the council.
What residents can do
You can advise residents to photograph visible sediment, note when and where it appeared, keep any sediment, damaged parts, invoices and receipts, and rinse accessible tap aerators or removable filters only where this is safe and consistent with the manufacturer’s instructions.
Contact us
If you have any questions or would like to report a suspected case, please contact Whanganui District Council:
Thank you for helping the council identify and respond to potential impacts across the community. Your reporting will help us build a clearer picture of the issue and support timely, evidence-based investigation and claim assessment.
Industry
We want to reassure businesses that ongoing water quality testing continues to confirm the water remains safe to drink and complies with drinking water standards. However, the presence of sand or sediment in the network is not acceptable and we’re continuing to work with specialist engineers and technical advisers to identify and implement the most appropriate long-term solution.
At this stage, we are unable to provide a definitive timeframe for resolution. The issue is complex and we want to reassure you that we’re taking a careful and considered approach to avoid actions that could inadvertently mobilise more sediment through the network or create further problems elsewhere.
As a precaution, we ask all industrial and commercial water users to
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inspect filters, pumps, valves, cooling systems, manufacturing equipment, and other water-using infrastructure that may be susceptible to sediment ingress
While there is currently no indication that the wider Heads Road industrial area is experiencing the same level of impact seen in parts of Castlecliff, we consider it prudent to keep key businesses informed and prepared. Recent network conditions have demonstrated that sediment can move unpredictably, particularly when water flows or pressures change.
Through this situation our priorities are:
If you experience any issues or wish to discuss potential impacts on your operations, please contact Whanganui District Council on 06 349 0001 at any time.
We appreciate your patience while this issue is addressed and will continue to provide updates as further information becomes available.