Leaks and water damage
An ongoing leak can damage ceilings, walls, floors and belongings. Find out what to record, how to report water entering your rented home and what to do if repairs do not stop it.
Understanding leaks and water damage
Water may come from plumbing, drains, a neighbouring property or the roof and exterior. The place where it appears is not always the source. Note when it happens, such as after rain or when a tap or appliance is used.
Stains, peeling paint and damp flooring can remain after water stops appearing. Ask about both stopping the leak and repairing the damage it has caused; a painted-over stain does not establish that the source is fixed.
What to look out for
Water appearing
Drips, pooling or wet areas that appear again.
Stains and damaged finishes
Water marks, peeling paint or affected ceilings.
Leaks that return
The same area becoming wet after a previous repair.
Keep clear of unsafe wet areas
Water near sockets, switches or light fittings needs urgent attention. Keep away from the affected area and report it through your landlord’s emergency repairs service. Do not touch wet electrical fittings or attempt repairs.
Stay clear of bulging ceilings or loose plaster. If there is an immediate threat to life, call 999. Gather photographs only from a safe position.
What you can do
You do not need a perfect set of evidence to make your first report. Start with what you know and add to your record as things change.
Describe what is happening
Describe where water appears, whether it is still flowing and what seems to trigger it. You do not need to trace the pipework or open a ceiling to report it.
- Record when drips or pooling occur and whether they follow rain or use of plumbing.
- Photograph water marks, damaged finishes and affected belongings from a safe position.
- Note previous repairs and whether the same area became wet again.
Tell your landlord
Tell your landlord the leak’s location, whether it is active and any risks to electrics, ceilings or access. Use the emergency repairs route for an urgent problem and keep a written follow-up.
See an example of what to write
I am reporting an ongoing leak at [location]. Water appears [continuously / after rain / when plumbing is used], and I first noticed it on [date]. It is affecting [ceiling / floor / belongings / use of the room].
Please confirm you have received this report, explain how it will be assessed and let me know the next steps and expected timescale. I can share any photographs I have taken safely.
Keep your report reference, replies and repair appointments. If you report by phone, note the date and follow up in writing where possible.
Keep a record of the impact
Keep a timeline of leak reports, visits and work completed. Record rooms you cannot use, affected possessions and whether staining or dampness persists after the leak is repaired.
If water returns, make a new update to the existing report and explain when it happened. Keep records of any drying or reinstatement work as well as the repair to the source.
What should your landlord do?
Leaks involving plumbing, drains or the structure may fall within a landlord’s repair duties. Ask for the source to be investigated, made safe where needed and repaired, with a plan for the affected finishes.
Responsibility may involve another flat, a shared pipe or a building manager. Ask your landlord to explain who is arranging the investigation and how you will be kept updated.
Common questions
What if the water comes from the flat above?
Report the leak to your landlord even if you think another property is involved. Explain where you see water; do not enter another home or try to repair shared plumbing yourself.
What if the leak stops before someone visits?
Keep your report open with dates and photographs where safe. Explain the pattern and ask how an intermittent leak will be investigated.
What if the walls are still stained after a repair?
Ask what work is planned for drying and repairing the affected surfaces. Record whether new dampness appears, which can help distinguish lasting damage from a continuing leak.
Can I complain without using Tenant Help?
Yes. You can use your landlord’s complaints process yourself. Further routes depend on your landlord and country: the Housing Ombudsman covers relevant social landlords in England, while the Public Services Ombudsman for Wales considers relevant Welsh public-service landlords. You do not have to use a claims management company.
If the problem continues
If the leak returns or water damage is left unresolved, follow up with dates, photos and previous repair references. Ask for a plan covering both the source and the damage, and use the formal complaints process if necessary.
For council or housing association tenants, further complaint routes include the Housing Ombudsman in England and the Public Services Ombudsman for Wales. Their procedures and scope differ; check the relevant guidance about when to bring a complaint.
Private tenants in England and Wales can ask their local council’s housing or environmental health team about conditions that may harm health or safety. Your tenancy or occupation contract and the circumstances will affect the options available.
Want to talk through your situation?
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