Tenant emergency water guide

Complete these details before an emergency

• Save your landlord or managing agent’s normal repairs number and out-of-hours emergency number in your phone.
• Record your complete property address and postcode somewhere accessible.
• Find the internal stop tap and make sure everyone in the property knows where it is.
• Photograph the stop tap so that it can be identified quickly when water is escaping.

If water is escaping

• Keep people and pets away. Do not touch wet electrical fittings, sockets or appliances.
• Close the internal stop tap by turning it clockwise gently. Do not force it if it will not move.
• Use containers and towels only where it is safe, and move possessions away from the affected area.
• Contact your landlord, housing provider or managing agent using their emergency procedure.
• Provide your full address, postcode, telephone number, photos or a short video, the room affected and whether the water has been turned off.
• Keep copies of messages, photographs and the time when the problem was first reported.

If a toilet is overflowing

• Do not flush it again.
• If there is an accessible isolation valve beside the toilet, turn it clockwise without forcing it.
• If water continues to escape, turn off the main internal stop tap.
• Report the fault and avoid using nearby sinks, baths or appliances if this makes the problem worse.

If a pipe may be frozen

• Turn off the internal stop tap and open the affected cold tap to allow pressure to escape.
• Do not use a naked flame, blowtorch, heat gun or boiling water.
• Do not leave the property unattended while the pipe thaws.
• Contact your landlord or managing agent and arrange appropriate plumbing assistance. A frozen pipe can split and begin leaking when it thaws.

If water is coming through a ceiling

• Keep away from the affected area, especially light fittings and electrical equipment.
• Do not stand beneath a sagging or bulging ceiling and do not puncture it.
• Turn off the water supply if the leak may be within your property and it is safe to do so.
• Notify the occupier above where appropriate, and contact your landlord, housing provider or managing agent immediately.

Important information for tenants

Report plumbing faults and necessary repairs promptly, preferably in writing, and retain a copy. Do not carry out permanent repairs unless your tenancy agreement permits this or the responsible landlord or agent has authorised them.

The property’s own emergency and repairs procedures take priority over this general guide. For an immediate threat to life, call 999. If you smell gas, call the National Gas Emergency Service on 0800 111 999.