PRACTICAL GUIDE

I have a water leak at home. What should I do?

Start by keeping people safe and limiting damage where it is safe to do so. Then gather information to identify the source and report the incident.

1. Stay away from electrical hazards or falling materials. Call 112 in an emergency involving danger to people.
2. If safe, turn off the water supply and move belongings away from the affected area. Do not touch wet electrical equipment.
3. Photograph the apparent source, affected area and damaged belongings. Note when you noticed the problem and notify your neighbour or building manager if needed.
4. Contact a qualified specialist to locate the leak, identify its cause and prepare a repair estimate. Ask for a technical report with photographs and a description of the damage and required work.
5. Report the incident to your agent or insurer. Keep invoices, reports and replaced parts where safe; document any urgent repairs.

A technical report and repair estimate can help the assessment and, in some cases, avoid an on-site loss adjuster visit, depending on the insurer’s assessment. If the report takes time, report the incident in the meantime and send it later.

Damp patches and burst pipes do not always have the same cause. Identifying the source helps establish which policy to review and what to do next.

Have ready: your policy number, date, address, photographs and contact details of those involved.