Escape of water claims: what to do after a leak in London

Escape of water claims are among the most common home insurance claims in the UK. The Association of British Insurers said insurers paid 153 million pounds of weather related claims from burst pipes in 2023, mostly in the first three months of the year at the tail end of a cold winter. It also said the value of non weather water damage claims, such as leaks, rose 20%.

In a London flat, a claim is rarely as simple as one person and one policy. The water may have come from another flat, damaged a third, and involved a pipe that belongs to the building. This guide walks through what to do, in order, so the claim has the best chance of going smoothly.

Step one: stop the water and limit the damage

Insurers expect you to take reasonable steps to stop a leak and limit the damage. The Leasehold Advisory Service makes the same point. If you leave water running while you look for the policy, you may weaken your own claim.

1. Turn off the stop tap by turning it clockwise.
2. Switch off electrics near the water at the consumer unit, if you can do so without touching anything wet.
3. Catch and mop up the water, lift rugs and move furniture.
4. If the water is from another flat, knock, then call the managing agent or freeholder.
5. Call an emergency plumber to find and stop the source if you cannot.

If you smell gas at any point, leave and call 0800 111 999 from outside.

Step two: gather evidence before you clear up

The evidence you collect in the first hour is the evidence your insurer will rely on. Take more photos than you think you need.

Evidence	Why it matters
Photos of the source of the leak	Shows what failed and where
Photos and video of the damage	Shows the extent before anything dries or is moved
Time and date you found it	Helps show you acted quickly
Plumber’s written note of the cause	The single most useful document in most claims
Receipts for emergency work	Some policies reimburse making safe costs
Names of neighbours and agents you told	Shows you took reasonable steps
List of damaged belongings	Needed for the contents claim

Keep damaged items if you can, at least until the insurer has seen photos or confirmed they can be thrown away.

Step three: work out which policy covers what

In a house, one owner often has buildings and contents with the same insurer. In a leasehold flat, the buildings insurance is usually arranged by the freeholder for the whole block, and you arrange your own contents cover.

The Leasehold Advisory Service explains it like this. Buildings insurance should cover repairs and redecoration to the fabric of the building, such as replastering a ceiling or repairing kitchen cabinets. It will not cover your possessions. For those you claim on your own contents insurance, or your neighbour may be able to claim on their policy if it covers third party damage.

That split is why it matters to tell the managing agent quickly. They will usually need to make the buildings claim, and you have a right to see information about the buildings insurance if you want to check what it covers.

Kensington and Chelsea: why blocks complicate claims

Kensington and Chelsea shows the problem clearly. In the 2021 Census, 23.5% of households there lived in converted houses and 56.7% in purpose built flats. Stucco terraces in South Kensington and Earl’s Court may now hold five or six flats, and Chelsea mansion blocks often share tanks and communal pipework.

In these buildings, one leak can lead to several claims at once. A failed shower tray on the third floor can damage the second floor ceiling, the first floor bathroom and a basement flat’s belongings. Each owner may have their own contents claim, and the freeholder one buildings claim for all the plaster and decoration.

The Leasehold Advisory Service also warns that if a building has had expensive water leak claims in the past, the policy might no longer cover leaks, or might have a very high excess. If that applies to your block, the cost may fall on whoever was responsible for the leak, or be shared through the service charge, depending on the lease.

Trace and access

Some policies include trace and access cover. This pays for the work needed to find a hidden leak, such as lifting floorboards or opening a wall, and making good afterwards. It matters in London flats because the expensive part of a leak is often finding it.

If your policy has this cover, tell the insurer before major opening up work if you can, and ask the plumber to photograph what they open and what they find. If your leak came from an unknown source that took time to locate, our guide to hidden leaks and leak detection explains the usual signs.

The excess and who pays it

Most policies have an excess, the first part of any claim that you pay yourself. In a block, the lease may say how the buildings excess is handled. The Leasehold Advisory Service says it might be recoverable from the person responsible for the leak, or shared by all leaseholders through the service charge. Check your lease or ask the managing agent.

Common reasons claims run into trouble

• The leak was slow and went on for months. Some policies exclude gradual damage. Deal with stains and damp patches early.
• Nobody took reasonable steps. Leaving water running, or not telling the freeholder, can count against you.
• The home was empty for too long. Some policies limit escape of water cover if a home is left unoccupied for a set period, especially in winter. Check yours if your flat is often empty.
• There is no record of the cause. Without a plumber’s note, it is harder to show what happened and whose pipe it was.

Renting? Different rules

If you rent, the landlord must keep the water supply and sanitation installations in repair under section 11 of the Landlord and Tenant Act 1985. The landlord’s buildings insurance normally covers the structure. Your own contents insurance, if you have it, covers your belongings. Report the leak to your landlord in writing and keep a copy, as Thames Water also advises tenants.

After the claim

Once the source is fixed, the ceiling may need time to dry before it can be repaired. Wet plaster and floor voids can take days or weeks. Ask the insurer whether they will send drying equipment. Keep an eye on the area for mould and staining coming back, and report it if it does, as it may mean the leak was not fully fixed.