What to do if there's a leak in your home

When you have a water leak, you may not know what to do. This handy step-by-step guide is designed to help you through the process to get your home sorted. Almost every water leak claim is different, and the time it takes to get everything sorted can vary.

In an emergency?

To stop a water leak, learn how to isolate your water supply.

Step 1
Once you have stopped your leak, call LV= on 0330 678 5000 to report your claim.

If you haven't stopped the leak, please still call us as we may be able to help.

For straightforward claims, we may be able to quickly offer a cash settlement for you to arrange your own repairs. Alternatively we will arrange for an LV= approved contractor to visit your home and assess the damage.

If any of your claim isn’t covered we’ll let you know as soon as we can.
Step 2
Your first choice is to decide whether you wish to make a claim. Click here for further information about making a claim.

Once your cover is confirmed, you’ll have the choice of either a cash payment, or we can arrange the repairs for you.

If we arrange repairs for you, you may need to decide on the decoration and any fixtures and fittings that need replacing.

Any repairs completed by an LV= approved contractor will have a two year guarantee.
Step 3
If we appoint an LV= approved contractor, they will contact you to arrange a suitable time to visit you at the property to assess the damage and explain the next steps.

Our LV= approved contractor will establish what work is needed and if any specialist work is required such as asbestos removal or drying, they explain what this means and who will do the work.

If the assessment identifies that your property is not habitable due to the damage, LV= will be notified and contact you to discuss options.
Step 4
Water leaks can sometimes involve lots of different people, therefore it’s important you know who is doing what and who to contact about your claim.

If LV= have appointed a contractor to complete the repair, they will be your main point of contact for everything related to your claim.

If a drying company or asbestos specialist are appointed, these companies will be coordinated through your LV=appointed contractor.

You’ll still be able to contact LV= at any stage should you need. LV= will stay in contact with you to ensure you’re ok and to offer any help. If we issue a cash settlement then it’ll be your choice over who you’d like to undertake the work and be for you to coordinate the repair.
Step 5
Our suppliers will explain what work is to be done and coordinate with your to ensure you are happy with the planned repairs. Where required you may need to choose decorations or replacement fixtures and fittings so these can be available in time.

Your home will need to be dry before repairs can go ahead. This either happens naturally, or by arranging for drying equipment to be installed. It might be necessary to remove some fixtures and fittings to help dry out the property and we’ll arrange this for you as part of the drying programme.

The contractors working at your house will work with you to minimise any disturbance to your family life, however at times disturbance is unavoidable. When all work is finished, you will be asked if you’re happy with the repairs that have been completed before the two year guarantee is provided. We will also ask you to complete a customer satisfaction survey.

Once you have stopped your leak, call LV= on 0330 678 5000 to report your claim.
If you haven't stopped the leak, please still call us as we may be able to help.
For straightforward claims, we may be able to quickly offer a cash settlement for you to arrange your own repairs. Alternatively we will arrange for an LV= approved contractor to visit your home and assess the damage.
If any of your claim isn’t covered we’ll let you know as soon as we can.

What to do if there's a leak in your home

In an emergency?

Making a claim

Your decisions and choices

Assessing the damage

Who does what?

Repairing your home

Have a question about water leaks and claims?