Water flowing across the floor does not wait for you to decide what to do next. The first few minutes determine whether you can resolve the damage by simply mopping up or whether you will be dealing with drying out walls for months. Here is the procedure on what to do immediately, how to limit the damage, when a plumber is sufficient and when an emergency service is required.
1. Main water shut-off, first step
Before anything else, stop the water flow. The main shut-off valve for an apartment is usually located at the water meter, in the utility room or under the kitchen sink. In older buildings there may be just one shared shut-off valve for several apartments. If you do not know where your shut-off valve is, check it now and not when water is already flowing. Individual fixtures (washing machine, dishwasher, toilet) also usually have a local tap that can simply be turned off if the problem is only there.
How to minimise damage
- Switch off the electricity in the affected room using the circuit breaker, if water is flowing near sockets or distribution boards.
- Remove valuables and electronics from the floor and out of reach of the water.
- Place containers and towels underneath under the leak until help arrives.
- Ventilate and let air circulate , this reduces the risk of mould on damp walls and floors.
- Do not cover the wet area with a carpet or furniture, until it is thoroughly dry.
If water has soaked into the floor or underneath it, simple wiping is not enough as moisture beneath the covering takes weeks to dry and without ventilation mould poses a risk. In such cases it makes sense to arrange with a plumber or a specialised company for the hire of an industrial dehumidifier, especially for wooden floors and plasterboard.
When a plumber is enough, when an emergency service is needed
If you have managed to stop the water with your own shut-off valve and the leak is contained within your flat, it is sufficient to book a plumber for repairs, even with some delay, now that the water has stopped. Call the emergency service or the building manager immediately if:
- the shut-off does not work or leaks and water continues to flow,
- it concerns a shared riser and flooding threatens neighbours as well,
- water is leaking through the ceiling or wall to the neighbour below you,
- you do not know where the shut-off valve is and the leak is significant.
In a residential building, it makes sense to also have the phone number of the property manager or SVJ at hand, in many buildings, only they hold the key to technical rooms and common shut-off valves.
Do you live in a rented flat?
If you are a tenant, inform the flat owner or landlord as soon as possible, even if you have already got the situation under control. A water emergency often affects the structure of the flat, which is the owner's responsibility, and also determines who orders and pays for the repair. Additionally, a record of when you reported the damage will be useful should insurance claims or disputes over repair costs arise later.
Insurance company
Report the insured event to the insurance company as soon as possible, ideally before cleaning up. Before you start removing water and damaged items:
- photograph the damage from all angles, the floor, walls, damaged furniture and the source of the leak,
- keep the repair receipt from the plumber, the insurance company will need it for claims settlement,
- do not throw away damaged items, until the insurance company has documented the damage or explicitly confirms otherwise to you,
- note down the time and circumstances of the damage, you will need to include these in your report.
The scope of insurance cover for water emergencies varies from one insurance company to another, check the terms of your policy directly with them.