Start with the information you have
You do not need to identify the faulty pipe before arranging an investigation. Record where water appears, when it was first noticed, whether it is continuous or intermittent and which flats or communal areas are affected.
Plans, previous repairs and a history of earlier leaks can help the investigator decide what to check. Separate things a resident has reported from observations you have made yourself.
Coordinate access across occupied homes
Identify one access coordinator who can contact the relevant leaseholders, tenants and site staff. Agree appointments and authority to enter before the visit. A key held by an agent is not, by itself, a complete access arrangement.
- Confirm access to the affected flat and any neighbouring areas included in the survey.
- Locate riser keys, plant-room access and the person authorised to approve isolation.
- Share practical access needs without collecting unnecessary medical or personal information.
Agree what the investigation will cover
The scope should name the systems and areas to be investigated, the limitations of access, and whether any opening-up or isolation needs separate approval. Detection, repairs, reinstatement and drying are distinct tasks.
Attendance and report delivery are different milestones. Confirm each in writing, including what happens if further access or a specialist trade is needed.
Portfolio arrangements
For repeat instructions, agree a consistent block reference, purchase-order format and reporting contact. This helps each investigation remain identifiable when several properties are being managed at once.
- Confirm the contracting party, billing entity, PO number and block cost code.
- Ask whether multi-flat scheduling, resident liaison and insurer liaison are included.
- Agree any fixed survey price or rate card, VAT, travel, exclusions and cancellation terms.
- Confirm whether split billing, recharges, named account contacts or a framework agreement are actually available.