Houston, we have a leak: what to do when a tenant reports water ingress

Few calls from a tenant produce quite the same sinking feeling as "there's water coming through the ceiling." Water ingress is one of those problems that rewards fast, methodical action and punishes hesitation — because the longer water is somewhere it shouldn't be, the more of the building it gets into.

Here's how to handle it well.

Step one: establish what you're dealing with

Not all leaks are the same and not all of them are emergencies, but you need to find out quickly which one you've got. The first questions to ask a tenant reporting a leak are: where is the water coming from (ceiling, wall, floor, pipe), is it still actively coming in, and is there any risk to electrics — lights, sockets, or fuse board in the affected area.

Water near electrics is always an emergency. If there's any possibility that water is reaching electrical fittings or the consumer unit, the power to the affected area needs to be isolated immediately. This is not a wait-and-see situation.

Step two: identify the source

The place where water appears is rarely the place it's coming from. A wet patch on a first-floor ceiling might be a leak from the flat above, a burst pipe in the void, a failed shower tray, or water tracking along a joist from somewhere else entirely. Until the source is found and stopped, everything else is managing symptoms.

Common sources in London rental properties include leaking pipework under baths and sinks (often a slow drip that's been there longer than anyone realised), failed shower trays or enclosures, leaking radiator valves, and — in top-floor flats or houses — roof or flashing failures after heavy rain.

Who's responsible — and does it matter right now?

Whether the leak originated in your property or the one above is a question for later. The immediate priority is stopping the water and preventing damage. Deal with the source, get the water out, document everything, and then have the conversation about liability once the emergency is under control.

If the source is in a neighbouring property, you'll need to contact the landlord or managing agent of that property — or, if it's a leasehold building, the freeholder. Most buildings insurance policies cover escape of water damage, but the claim process requires evidence of source and extent, which is another reason to document as you go.

Drying out matters more than most landlords think

Once the source is stopped, the instinct is to redecorate quickly and move on. This is usually a mistake. Wet plaster, timber, and insulation need to dry properly before anything goes over them — a moisture reading of the substrate should be under around 20% before replastering or repainting. Decorating over damp material traps moisture, leads to bubbling and cracking, and risks mould establishing itself behind the surface.

Drying out can take longer than expected, particularly in London's older housing stock with thick walls. It can be accelerated with dehumidifiers and good ventilation, but it shouldn't be rushed.

Document everything

Photographs of the damage before anything is touched. A written record of when the leak was reported, when it was attended to, and what was found. Receipts and reports from any contractors. This documentation matters for insurance claims, for any dispute with a neighbouring landlord, and — particularly if there's any question of how quickly you responded — as evidence that you acted promptly.

The honest summary

Water in the wrong place is always urgent, always worth attending to the same day it's reported, and almost always cheaper to deal with early than late. The landlords who manage water ingress well are the ones who respond fast, find the actual source rather than just treating the visible damage, and dry out properly before reinstating.

If you've got a leak — or the aftermath of one — we can attend quickly, trace the source, carry out the remedial works, and advise on drying time before decoration. Call us on 020 7993 8277 or email info@lapps.co.uk.

Legal disclaimer: The information in this post is provided for general guidance purposes only and does not constitute legal or professional advice. Individual circumstances vary — we recommend engaging a qualified professional for any repair work or insurance claim related to water ingress. LAP Property Services accepts no liability for any decisions made in reliance on this content.

LAP Property Services provide property maintenance, electrical, gas, and compliance services to landlords and letting agents across London. Visit www.lapps.co.uk to find out more.