What should I do when a tenant reports a leak?

Triage the report

1. 1Ask for the affected room, visible signs, when the leak started, whether it is worsening and whether water is near electrics.
2. 2Request photographs or a short video if safe, but do not ask the tenant to open walls, move heavy items or approach hazardous water.
3. 3Ask whether the internal stopcock is known and accessible. Tell them not to force a stiff valve or operate an unfamiliar shared valve.
4. 4Agree a contact route, access arrangements and the next update, and record the details.

Give safe immediate guidance

If water is near a light fitting, socket or electrical appliance, tell the tenant to keep away. If safe to do so, electricity can be switched off at the consumer unit; they should not touch wet switches or equipment. For a gas smell, they should leave the property and call the National Gas Emergency Service on 0800 111 999.

If the source is a clear, safe-to-reach appliance valve, isolation may help, but do not encourage dismantling or repairs. Where the main stopcock is stiff, leaking or uncertain, arrange professional help and ask the water company about external isolation if necessary.

Arrange the repair and follow up

Choose a response proportionate to the risk. Active leaks, water near electrics, a ceiling bulge or loss of essential water services may require urgent attention. Make sure the repairer can access the property and knows what the tenant has reported.

Keep a timeline, photographs, repair findings and invoices. Contact your insurer in line with policy terms and check what it wants before removing damaged materials. After repair, confirm the leak has stopped and agree any drying, reinstatement or further investigation needed.