When water damage occurs, the first few hours are not about assigning blame: they are about limiting the damage, identifying the likely source and keeping the useful information. The rest is decided later, file in hand.
Limiting the damage
First of all, protect people and stop things getting worse. Depending on the situation, this may mean shutting off the accessible water supply, protecting people, moving electrical appliances away, not handling a dangerous installation, contacting the emergency services in the event of immediate danger, notifying the occupant of the presumed source premises and contacting the building's emergency service, if one exists.
A precautionary measure does not establish liability: it merely protects the building and its occupants.
Notifying the right people
Once the danger has been removed, the right people must be informed, because this is what allows each of them to act within their role. The people to notify depend on the case: the syndic, the owner, the tenant or a neighbour depending on who is affected by the claim, but also, when the situation requires it, the insurer, a service provider, a plumber, a leak-detection company or the emergency services.
The syndic must be informed when the damage affects, or may affect, a common area, several units or shared equipment.
Describing the facts
A useful report is precise and dated. It should include the address, the building and the unit, the date and time, the location, the progression observed, the affected premises, the measures taken, the people present, photographs and mention of any recent works.
Always distinguish observation from assumption: what you saw is not the same as what you suppose.
Keeping the photographs
Pictures taken early are often worth more than a long account. Plan for a general view, the exact area, the extent, the damaged property, the readings and progression over time.
Organising the search for the source
Finding the leak may take more than a quick look. Depending on the needs, it may involve an inspection, access to several units, a pipe inspection, a watertightness test, a non-destructive investigation, opening up or a specialist intervention.
Reporting the claim
The claim often falls under several contracts at once: it is better to examine them together rather than just one. Remember to review:
- the building's insurance;
- the owner's insurance;
- the tenant's or occupant's insurance;
- the reporting deadlines;
- the forms to complete;
- the applicable deductibles and the supporting documents to provide;
- the loss-assessment arrangements.
The syndic handles the file falling under the co-ownership's insurance. Each owner or occupant, for their part, complies with their own contractual obligations.
Distinguishing three questions
Water damage mixes together three questions that must be kept separate: the source, the liability and the coverage. These three answers are not necessarily the same: the source of a leak does not automatically identify who is liable, and the liable party is not always the one who ultimately pays.
Keeping the file
Everything hinges on traceability. Gather in one place all the documents relating to the claim: the initial report, the photographs and the correspondence, then the reports, the emergency invoices and the quotes. Add to these the claim declarations and the claim number, the loss assessment and the decisions taken, and finally the monitoring of the works, their acceptance and the payments.
Key points
The method comes down to a few reflexes: limit the damage first of all, then describe the facts without confusing observation and assumption. You must inform the syndic when the common areas are involved, keep the timeline and the photographs, and bear in mind that source, liability and coverage are three separate questions.
Disclaimer
This page describes a practical method for responding and building a file. It does not replace the terms of your insurance contract or the rules of your co-ownership regulations, which determine the declarations, deadlines and coverage applicable to your situation.