Fast isolation, resident communication, photos and moisture readings can reduce confusion and secondary damage.
First steps
Where safe, isolate the water supply, avoid electrical hazards, move people away from contaminated or slippery areas and call an emergency plumbing response team. Take photos before moving damaged items if it is safe to do so.
Why moisture matters
Visible water is only part of the problem. Moisture can travel under floors, inside wall cavities, into skirting boards and through adjoining rooms. Moisture readings help identify where follow-up drying or restoration support may be needed.
When to call immediately
- Water is still running or spreading
- Sewage or contaminated water is present
- A ceiling, wall or floor is damp or swelling
- The issue affects an apartment, strata property or commercial space
- You may need documentation for insurance or property management
Prepare one access and approval contact
Record the affected units, building address, level and a reliable contact number. Ask the building contact to arrange authorised access to common areas or other units. Identify who can approve the initial attendance and who must approve further work; do not assume everyone receiving an email has that authority.
Send a concise incident handover
Summarise the discovery time, active water status, safety concerns and work already undertaken. Attach labelled photos taken safely. Mark the source as unconfirmed if it has not been established. Ask for the next action and access requirements to be confirmed in writing.