Record the problem and arrange access
Note the affected room, visible damage and the times water appears. Contact the property manager and the relevant neighbour through the agreed route. Avoid entering another flat without suitable authority and an agreed arrangement.
If water is presenting an immediate danger, use the building’s emergency arrangements. Keep people away from affected electrical equipment and seek appropriate urgent help.
Separate the source from responsibility
The lease may allocate responsibility differently for pipework within a flat and communal services. The cause of the escape, relevant repairing obligations and the circumstances all need to be considered. A leak from above does not automatically establish negligence.
A property manager is not automatically personally liable for water damage. Disputed responsibility should be referred for appropriate advice using the lease and evidence. This general guidance concerns England and Wales; different rules may apply elsewhere.
Make the next instruction clear
Record any area that could not be inspected. Agree who will arrange further access, commission repairs and update residents. Keep the technical findings separate from any insurance or service-charge decision.
Read about insurance evidence or prepare residents for access.