An apartment leak can involve the occupant, owner, strata manager, building manager and several contractors. A clear incident record helps those people coordinate. Focus on what was observed, what was made safe and what still needs investigation, rather than deciding responsibility before the source is known.
Start with a short incident summary
Use a simple subject line such as “Active ceiling leak — unit and building address”. State the discovery time, affected rooms, whether water is still escaping and any immediate safety concerns. Put the best contact number near the top.
Describe the water source as confirmed, suspected or unknown. For example, “dripping through bathroom ceiling; source not yet confirmed” is more accurate than stating the upstairs owner caused it. Avoid sharing another resident’s personal details unnecessarily.
Include practical access information
- Building address, unit number, level and your contact details.
- Who can provide access, and the available times.
- The building manager or authorised emergency contact.
- Whether another unit or shared area may need inspection.
- Any safe-access restrictions affecting the response.
Do not put door codes or access credentials into a public review or general website enquiry. Share sensitive access details directly with the authorised person when needed.
Attach photos that explain the situation
Where safe, take a wide view of the room and a closer view of the affected area. Note when each was taken. Include visible damage to adjoining areas if relevant, and keep original copies. Do not stand under a compromised ceiling or enter contaminated water to improve a photograph.
Add a brief timeline of calls, attendance and observed changes. “Water stopped after the attending plumber isolated the identified supply” is a useful observation; it is different from claiming all concealed damage has been resolved.
Ask for findings and follow-up scope
Request a record of the source found, work undertaken, areas checked and anything that could not be accessed. Ask whether moisture assessment, drying or another trade is needed. Keep proposed repair work separate from confirmed completed work.
If instructions are being passed between several people, identify who can authorise the next stage. Ask that changes in scope and access requirements are sent to that person. This avoids a resident believing a repair is booked while a contractor is still waiting for permission.
Keep responsibility questions evidence-based
NSW Government guidance explains the distinction between strata common-property repairs and an owner’s responsibilities. The source, location and applicable scheme arrangements matter. Send the findings to your strata manager and seek advice where responsibility is unclear; a stain’s location alone is not a reliable answer.
A plumbing or moisture report records findings. It does not automatically approve an insurance claim or decide a dispute. Retain invoices and ask the relevant manager or insurer what additional information they need.
A concise message you can adapt
Water was first noticed at [time] in [room, unit and address]. It is [still flowing / no longer visibly flowing]. The source is [confirmed detail / not yet confirmed]. The immediate concerns are [hazards or affected areas]. Photos and attendance details are attached. Please confirm the access contact, who can approve further investigation and the next step.
For urgent plumbing and water-damage support, call Restored Right Group with the address, active-leak status and building contact. Keep the incident record updated after attendance so everyone is working from the same information.
Common questions
Does a leak from upstairs automatically make that owner responsible?
No. The source, property boundaries and applicable arrangements need to be established. Ask the strata manager to review the findings.
What if the source is still unknown?
Say that clearly. Record the observed damage and ask what investigation or access is required next.
Further reading
Need help with your property?
Call with your suburb, what happened and whether water is still escaping. Confirm availability and the proposed first-visit scope when booking.
General property guidance; the right response depends on the conditions on site. Keep clear of unsafe areas and call 000 for immediate danger to life.