Order of actions
- shut off the flat's main valve, usually near the water meter
- if water is spreading near sockets or lights, switch off electricity in that area
- collect the water and limit its spread towards the neighbour
- notify the flat below and the housing association or management company
- photograph the damage before cleaning up
If the flat's shut-off valve doesn't help
If the leak is in the stack or the valve doesn't hold, the water needs to be shut off at the building level. This is done in the basement or utility room and requires involving the housing association or management, since water is cut off for the whole stairwell.
What happens afterwards
Once the flow has been stopped, the cause needs to be found: a connection, damaged pipework, or an appliance. Only then can you decide whether a repair is enough or whether it's sensible to replace the section.
Where to look for the shut-off valve
In a flat, the main valve is usually near the water meter: behind the bathroom's maintenance hatch, in the toilet, or in a kitchen cabinet. In an apartment building there are usually two valves — for cold and hot water. In a house, the main valve is either in the utility room or at the water meter unit.
It's worth checking the valve's location at a calm moment and making sure it actually turns. A valve stuck after a long time unused is as good as no valve at all during an emergency.
If water has reached the neighbour
Notify the flat below right away, even if no traces are visible yet. Water moves sideways through the ceiling and often appears somewhere unexpected. Photograph the damage before cleaning up and note the time — both the housing association and insurance will ask for this later.
Involving the housing association or management company is necessary when the leak is in the shared stack or when the water needs to be shut off for the whole stairwell.
What not to do
- don't open a wet electrical panel or use wet appliances
- don't demolish a wall before the water is stopped and the cause is known
- don't leave water to dry inside the ceiling without a check
What to tell the technician on the phone
- whether the water is shut off and whether the valve held
- whether the leak is in cold or hot water
- whether the water is coming from a wall, ceiling, appliance, or floor
- whether the neighbour is already affected
- whether there's access to the maintenance hatch and water meter in the flat
Frequently asked questions
- Does the water need to be shut off even for a small leak?
- Yes. A small drip in a pressurised pipe can grow within a few hours if the connection finally gives way. Shutting off the water keeps the situation under control until the cause is found.
- Who is responsible if the leak came from the shared stack?
- The shared pipework part usually falls under the building's responsibility, and the work is ordered by the housing association or management company. The exact boundary comes from the association's agreements and the building's documents.
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