🔍 Problem identification
Signs of a water leak:
Visible flow: water dripping or flowing from a specific point
Floor traces: puddle of water, wet tiles/parquet
Wall traces: moisture stains, peeling paint, mold
Suspicious sounds: water running without use
Water meter: numbers turning without consumption
Precise location:
In kitchen: under sink, around fittings, tap seals
In bathroom: shower seals, sink fittings, toilet flush
On radiators: fittings, taps, bleed valves
Emergency situation if:
Heavy flow impossible to contain
Electrical risk: water near sockets/appliances
Infiltration to neighbors
Ceiling bulging or threatening to collapse
⚡ What to do?
Turn off affected water supply:
For a kitchen leak:
Shutoff valve under sink (small red or blue tap)
Turn clockwise
Check by opening kitchen tap and waiting a few seconds
For a bathroom leak:
Shutoff valve under sink or behind toilet (for wall-mounted toilets, it's often impossible to shut off water at this level)
Completely close affected valve
Test by operating water point
If local valve cannot be found:
The main valve is located:
In apartment: near entrance/kitchen
In common areas: technical room ground floor/basement
To close: turn fully clockwise
Check by testing apartment water point
Immediate protection actions:
Protect electrical areas:
Unplug appliances in area
Move away all electrical equipment
If necessary, turn off affected circuit breaker
Limit damage:
Place containers under leaks
Absorb water with mops/sponges
Do not:
Do not tinker with installations yourself
Do not restore water without professional validation
Do not neglect a small leak
Do not use electrical appliances in wet areas
📱 How to report the problem?
Through your tenant portal:
Select: "Plumbing - Water Leak"
Specify:
Exact leak location
When it was first noticed
Actions already taken
If water has been turned off
Photos / videos to provide for better handling:
Overview of affected area
Close-up of leak point
Photos of damage caused by water
Urgency level:
Urgent: significant leak, electrical risk, major damage
Normal: dripping, small contained leak
⏰ Intervention timeframes
Urgent leak:
Intervention within 24 hours
Presence required in apartment
Non-urgent leak:
Intervention within 48h - 72h
Appointment scheduled according to availability during business hours
Prepare for intervention:
Clear affected area
Stay reachable by phone
Plan for 1-2h intervention
Sometimes, more than one intervention will be necessary.
💰 Who covers the costs?
Covered by Colonies or their insurance:
Main pipes
Normal wear and tear of installations
Structural issues (wall/ceiling infiltrations)
Repairs of damage
Covered by tenant or their insurance (especially in flatsharing):
Tap seals replacement
Hoses damaged by negligence
Material damage caused by delayed reporting
Equipment damaged by misuse or lack of maintenance
⚠️ Warning
Post-intervention monitoring:
Check for new leaks
Monitor drying of affected areas
Watch for mold appearance
Test proper functioning after repair
Risks to monitor:
Mold: health risks
Floors: detachment, swelling
💡 Good to know
Leak prevention:
Don't force taps
Descale equipment regularly
Report anomalies quickly
Recommended maintenance:
Silicone seals: renew every 2 years
Hoses: check condition every 6 months
Taps: descale every 3 months
If you live in Coliving and detect an urgent and significant leak in the evening or weekend, you can call the emergency number.