Write down the tenant’s account
Use the tenant’s description of where the water appears and when it began. Record boiler pressure changes separately from damp patches or meter observations; several symptoms should not automatically be attributed to one fault.
Ask about previous visits and any recent plumbing work the agent already knows about. Save relevant photographs against the property reference. Keep unnecessary personal details out of the technical account you share with the contractor.
Make the authority to proceed explicit
Confirm the instructing party, quote recipient and person available to make decisions during the visit. Note what has actually been agreed with the landlord, including any conditions on further access or work. Leave unapproved items marked as awaiting a decision.
Ask ADI to confirm the proposed survey scope and quote. If repair or opening up is proposed later, use the agreed approval route. Do not tell the tenant that everything will be repaired during the appointment unless that work has been specifically agreed.
Close the gaps in the access plan
- Confirm how the appointment has been arranged with the occupier and who will attend.
- Record the key holder or collection arrangement through the agreed booking channel.
- Identify shared cupboards and other flats that may need access, and the contact who can arrange it.
- Explain any restrictions or needs relevant to the visit, sharing only the information required to make suitable arrangements.
If access to a neighbouring property is unresolved, tell ADI before booking on the assumption that the whole supply can be investigated. This checklist does not grant permission to enter any home.
Send an accurate update after the investigation
Separate the findings, any work completed and the next action. Name the person who will obtain a repair quote, arrange access or update the tenant. Include unresolved areas so the landlord can see what remains outstanding.
The residential cases on this site show actual leak investigations, including a rented-home shower connection. The source records do not establish that a letting agent instructed those jobs. Their value is in the findings and follow-up, rather than an implied endorsement by another agency.
Prepare an instruction: information to have ready
Use this checklist when preparing your enquiry. Keep observations separate from suspected causes, and note anything that still needs to be confirmed.
- Property / agency reference
- Tenant-reported location, symptom and date
- Photograph references without unnecessary personal details
- Known previous work / contractor observations
- Instructing party and quote recipient
- Authority agreed / conditions / decision contact
- Appointment agreed with occupier
- Key holder / access arrangements to confirm
- Neighbouring flat / shared area contact; outstanding access
- Agreed survey scope
- Findings / completed work / unresolved items
- Next action / owner / tenant update due
Share the relevant details with your agreed booking contact. Confirm the investigation scope, access and any additional work with ADI.
Read the documented investigations · See investigation services