What to do if…
a leak from the unit above is damaging your home and the responsible party is not responding

What to do now

1. Get people and pets away from the wet area.

   • Keep clear of any ceiling that is bulging, sagging, cracking, or dripping near a light fitting.
   • If there is fire, sparking, a possible ceiling collapse, or immediate danger to someone, call 999.

2. Reduce electrical risk only if you can do it safely.

   • From a dry, safe position, switch off the affected circuit or the main switch at the consumer unit.
   • If the consumer unit is wet, you would need to step into water, or you are unsure, leave it alone and call building management, an emergency electrician, or the emergency services if there is immediate danger.

3. Contain the water without putting yourself under a risky ceiling.

   • Put buckets, bowls, or towels under active drips if the area is safe to enter.
   • Put a towel inside each bucket to reduce splashing.
   • Move electronics, documents, rugs, soft furnishings, and valuables away from the drip zone.

4. Escalate to the building route immediately.

   • If you are in a block, contact the concierge, caretaker, building manager, managing agent, freeholder, or out-of-hours emergency number.
   • Say: “Active water leak from the unit above, damage ongoing, no response from the occupier, urgent shut-off or authorised access needed.”
   • Ask them to contact the owner, tenant, landlord, or emergency contractor for the unit above.

5. Use your own housing route as well.

   • If you rent, call your landlord or letting agent’s emergency repairs contact, then send a written message with photos.
   • If you own a leasehold flat, contact the managing agent or freeholder and ask what the lease or building emergency process allows them to do.
   • If you are in social housing, use the emergency repairs route for your landlord.

6. If no building contact responds, get practical help for your own home.

   • Call an emergency plumber for advice about any safe isolation point inside your home.
   • Be clear that the suspected source is the unit above, so they do not assume they can stop it from inside your property.
   • Do not authorise anyone to force entry into another unit.

7. If you rent and the condition is becoming unsafe, contact the local housing route.

   • Use your local council or relevant local housing authority route and say there is an active leak affecting safety, electrics, ceilings, damp, or mould risk.
   • Ask what urgent help or inspection options apply where you live.

8. Document the situation while it is happening.

   • Take photos and short videos of the leak points, ceiling, walls, floors, damaged belongings, and anything moved to reduce damage.
   • Keep a simple timeline: when it started, who you called, what numbers you used, what was said, and when messages were sent.
   • Save screenshots of missed replies, messages, and call logs.

9. Tell insurers early.

   • If you have contents insurance, report water damage from the unit above and ask what they need you to do now.
   • If this is a flat or block, ask the managing agent or freeholder whether the buildings insurance may cover damage to ceilings, walls, or shared structure.
   • Ask before throwing away damaged belongings unless they are unsafe to keep.

10. Start drying only after the leak and electrical risk are under control.

• Ventilate if it is safe.
• Wipe up standing water where you can do so safely.
• Keep people out from under any bulging or weakened ceiling until it has been checked.