What to Do When a Tenant Reports a Leak: The First 60 Minutes
The short answer
When a tenant reports a leak, have them shut off the water at the fixture or the main, get photos, and dispatch a plumber right away. Document the damage, check the unit below, and follow up the same day. Speed is the cheapest part of a leak repair.
Stop the water first
Most leaks can be stopped in under a minute if the tenant knows where to turn. For a toilet or sink, it's the valve behind or under the fixture. For anything else, it's the main shutoff. The best time to show tenants where these are is move-in day.
Ask for photos or a short video while the water's still visible. They help the plumber bring the right parts and give you a record for any insurance claim.
Dispatch, don't call around
Send the job to a plumber you trust right away. An active leak should never wait in an approval queue; set your rules so it dispatches automatically. A typical plumbing repair averages around $335, while water damage that's left overnight costs far more.
Document and follow up
Check the unit or floor below, note the time of the report and the fix, and keep the plumber's invoice. Message the tenant once the repair is done. A quick, visible response is what tenants remember at renewal time.
Frequently asked questions
How fast does a landlord have to fix a leak?
Laws vary by state, but active leaks are generally treated as urgent repairs that should be addressed immediately, because water damage spreads quickly.
Should a tenant turn off the water during a leak?
Yes. Turning off the valve at the fixture or the main shutoff is the fastest way to limit damage while a plumber is on the way.
