There's a leak coming from upstairs / my ceiling

If it’s not obvious where the leak is coming from, check the room above to see if you can trace any leak above floor level. Check radiators, valves, and any visible pipework, as well as feeling to see if your carpets are wet in any area.

Also check for leaks behind the wash basin and toilet. If you can find the source of the leak, you can try to isolate it by turning off the service valve if one is fitted. There is likely to be one fitted on the cold feed pipe to the toilet cistern, and on both hot and cold pipes leading up to the taps on the wash hand basin.

Watch our video on how isolate a leak using a service valve. 

If there aren’t any leaks in your bathroom, or the leak is coming from a different room above, check around the radiator valves on the radiators upstairs, as the leak may be tracing down one of the pipes and through the ceiling below. Also check inside the airing cupboard if you have one to see if any leaks can be found in there.

If you find the leak on a radiator, you can watch our video here showing you how to isolate the leak. 

It’s coming from the bathroom

If you’ve noticed wet patches or leaks after you’ve used your bath or shower, then it’s likely it will be leaking from there. Contact us to report the repair and don’t use it until we can repair the problem.

It’s coming from the attic, loft, or from a tank high up in the airing cupboard.

Has it been raining? Could the leak be from a leaking roof? 

If you’re in a house, try to isolate the leak by turning off the stop tap in the airing cupboard. If you can’t find a stop tap or isolation valve in the airing cupboard you may have to use the main stop tap downstairs to turn off the water. Then, run the hot taps, which should drain the tank in the loft.

Once the tank is isolated, you might not get hot water, but you can turn the stop tap back on temporarily for a few minutes to refill the tank and turn off again for hot water.

If you’re in a bungalow, the only way to isolate the leak may be to turn off the water at the main stop tap, which is usually under the sink or in the bathroom.

If you’ve been able to contain the leak by turning off the main stop tap it will cut off the water to the whole property, so you’ll need to give us call as soon as possible to report the repair.

It’s coming from the flat above or another property

Speak to your neighbour and ask them to give us a call and report the repair. It’s important that the person living in the flat reports this as we need entry to their home to fix the problem. We can’t book any repair without talking to the person who lives there.

How do I report a repair?

You can report a repair to us at anytime, anywhere using My Account or contact us via Live Chat. Let us know when reporting that you’ve followed the advice and what you’ve tried to get it working, this helps us to assess what to do next to get the right person for the job.

If your home is at risk of flooding or you can’t contain a leak, give us a call on 0300 456 2531 to report it so we can get one of our plumbers out as soon as possible.