First, keep people out of danger
Keep clear of sagging ceilings, unstable materials and water near electrical equipment. If there is an immediate threat to life, call 999. Do not enter an unsafe room or stand in water to reach a switch, stopcock or camera position.
If you can safely reach and operate the water stopcock, turn off the supply. If it is inaccessible or you are unsure, seek appropriate professional help. Do not attempt electrical repairs or touch wet switches, sockets or exposed wires.
Water near electrics needs professional assessment
Electrical Safety First advises that flood-affected wiring and appliances should be assessed by a registered electrician before use. Only switch off the supply at the consumer unit if it is safe to reach and operate; otherwise keep clear and seek help.
Do not turn affected electrical equipment back on because the visible water has disappeared. If the event involves external flooding or you have left an unsafe property, follow GOV.UK advice on safe return and checking utilities before re-entry or restoring services.
Notify the people who can help
| Contact | Explain or ask |
|---|---|
| Your insurer | What happened, whether the damage is continuing and what urgent work or evidence it wants. Ask how to arrange any covered emergency assistance. |
| Landlord or managing agent, if applicable | Which rooms are affected, how the occupier can be contacted safely and whether shared services or another property may be involved. |
| Building manager for a flat | Whether another dwelling or communal area may need access. Ask who can coordinate this rather than attempting entry yourself. |
| The relevant repair professional | Whether water is still escaping, what has been isolated and any immediate hazards already identified. |
Limit further damage only where it is safe
The ABI advises contacting your insurer promptly after a burst pipe and moving possessions away from the affected area where possible. Its claims guidance recommends keeping receipts for necessary temporary repairs and, if possible, calling the insurer’s emergency helpline first.
Do not delay emergency assistance while completing a form or taking photographs. Equally, avoid removing building materials or disposing of damaged items solely to tidy up before the insurer has advised what evidence it needs. Where something poses a health or safety hazard, seek appropriate advice about safe handling.
Make a simple incident record
A short, dated record is more useful than trying to diagnose the whole incident yourself. Keep copies of the information you send.
- When: the date and approximate time you first noticed the problem.
- Where: the property, affected rooms and whether another flat or shared space is involved.
- What is known: distinguish the observed damage from an unconfirmed cause.
- What has been done: isolation, contractor attendance, temporary work and any source repair.
- Evidence: safe photographs, contractor findings and invoices or receipts.
- Contacts: insurer reference, access contact and the person coordinating the next step.
If water came in from outside
External floodwater may contain sewage or other contamination. Keep away from it and obtain guidance before clean-up. GOV.UK advises speaking to the insurer about what can be moved or discarded and checking that utilities are safe before restoring them.
Tell the contractor that this was external flooding rather than a known clean-water pipe leak. Cleaning, contamination assessment and utility checks may be separate dependencies for the subsequent building repairs. See flood damage repair enquiries.
Stopping the water is the first stage of the repair
After the source has been addressed, ceilings, walls, floors or fitted units may still need work. Record who is arranging any further investigation, cleaning or drying and what findings are available. New finishes should be planned around the condition of the building materials, not simply the disappearance of the visible stain.
The next useful instruction may be an inspection, a repair quotation or work against an insurer’s schedule. Identify which you need and who can authorise it. Our guide to drying before decoration and guide to repair timescales explain the later decisions.
Questions after an escape of water
Should I photograph every affected area immediately?
Only where you can do so safely. Do not go beneath a damaged ceiling, approach wet electrical equipment or enter floodwater to collect evidence.
The plumber has been. What should I send Premier?
Send the postcode, what the plumber found and repaired, photographs taken safely and a description of the damage that remains. Include any insurer-agreed schedule and the status of drying or other specialist work.
Does reporting damage book an emergency visit?
No. The form begins an enquiry. Call to discuss availability if urgent help is required; Premier does not promise immediate or 24-hour attendance.
Tell us what remains to be repaired
For Rossendale or Greater Manchester enquiries, send the property details and the work already completed. Read about escape-of-water repairs or use the professional route if you are arranging the instruction for an owner or organisation.
Send a damage enquiry or call 0330 633 0025. Organisations can use professional enquiries. Availability and attendance are confirmed with you; submitting a form does not book a visit.