Start with the tenant and immediate condition
Find out whether water is still escaping, which rooms are affected and whether there is a safety concern. Ask the tenant to keep clear of unsafe areas; do not ask them to investigate behind materials or approach wet electrics. Arrange the appropriate immediate help where required.
GOV.UK guidance for private renting in England sets out landlords’ responsibilities for structural repairs, pipes, sanitary fittings, heating and electrical wiring. Establish the repair responsibility promptly and seek advice where a tenancy or lease makes the position unclear.
Bring the relevant contacts together
Notify the appropriate insurer and, where relevant, the freeholder or managing agent. A leak between flats may need access to another property or communal services. Clarify who can arrange that access and who is authorised to instruct each part of the work.
Agree contact arrangements with the tenant and any agent. Share personal information only where you are authorised to do so and limit it to what is needed for the enquiry and access.
Information that helps Premier
- The property postcode, affected rooms and a short description of the damage.
- Whether the source is known and any plumbing work already completed.
- The landlord or organisation instructing the repair and the authorised contact.
- Relevant photographs, existing findings and any insurer-agreed scope.
- Tenant access arrangements, occupancy considerations and other contractors involved.
- Quotation requirements, a claim or property reference and any approval limit.
Keep source repairs and reinstatement connected
A completed plumbing visit may leave ceilings, floors, walls or fittings to repair. Confirm who is handling any drying or specialist input and share the findings before replacement finishes are agreed. Do not assume the insurance process removes the need to deal with the property’s condition.
Discuss the quotation, sequence and how progress information should be shared. Our property-manager page and professional enquiry route support organisation-led enquiries. Individual landlords can also use the property-owner route.