There is a water leak or pipe burst — who do I call?

Direct answer

First stop the water at the main valve and cut the electricity if water reaches sockets. In a rental, the landlord or managing agent is responsible for the pipes and must send someone urgently; if you cannot reach them, call an emergency plumber and keep the invoice — an urgent necessary repair can be charged back. Damage to your belongings and the neighbour's ceiling is what Financial Ombudsman Service (0800 023 4567) — your contents or liability insurer, and their ombudsman if they refuse — is for. If the leak comes from the street or the building's main supply, Your local council (gov.uk) sends the water company. Tenancy deposit scheme (DPS, mydeposits, TDS) (gov.uk) decides if the landlord will not repair or reduce the rent.

Call firstTenancy deposit scheme (DPS, mydeposits, TDS)

Report toFinancial Ombudsman Service

If that failsYour local council

🗣️ What to say

"There is a water leak at [address] since [time] coming from [where]. I have shut the main valve. The [ceiling / floor / neighbour below] is affected. Please send a plumber today; if I cannot reach you by [time] I will call an emergency plumber and charge the cost to you."

🪜 Step by step

Stop water, cut powerMain valve, then the fuse for the affected room. Move belongings, put buckets, photograph everything.
Warn the neighbour belowAnd the building manager. The sooner they know, the smaller the claim.
Landlord or agent, by phone and in writingPhone for speed, message for proof. Give a short deadline before you call your own plumber.
Insurer within daysContents insurance for your things, liability for the neighbour's; the landlord's building insurance for the structure. Photos and the plumber's report are the claim.
Landlord will not act: Tenancy deposit scheme (DPS, mydeposits, TDS)Rent reduction for the unusable rooms and an order to repair.

📇 All contacts

Tenancy deposit scheme (DPS, mydeposits, TDS)Free dispute resolution for protected depositsWhen the landlord will not agree the return🔗 www.gov.uk/tenancy-deposit-protection

Financial Ombudsman ServiceFree, binding complaints against insurersAfter the insurer's final response📞 0800 023 4567 🔗 www.financial-ombudsman.org.uk

Your local councilNoise, waste, roads, housing standards, licensing, lost propertyFor anything the council handles🔗 www.gov.uk/find-local-council

ShelterFree housing adviceBefore you write, and if the deposit was never protected📞 0808 800 4444 🔗 www.shelter.org.uk

❓ Frequently asked

Who pays the plumber?

The owner of the pipe: the landlord for the building's plumbing, you for an appliance you own (washing machine hose). The invoice for an urgent repair the landlord ignored is recoverable.

My neighbour's leak damaged my flat

Their liability insurance pays; write to the neighbour and their landlord, and claim on your own contents insurance first if you have one — insurers settle between themselves.

The landlord says it is my fault

Only if you caused it (blocked drain, broken appliance). A burst pipe or a failed seal is wear and the owner's risk.

📎 Sources

Last checked: 2026-09-26

🔎 Common searches

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“water leak landlord responsibility the UK”
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🧭 Is this still correct?

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💧 There is a water leak or pipe burst — who do I call?