Safety first
Ask immediately: Is water near any electrical outlets, appliances, or light fixtures?
If yes, tell the caller to avoid contact and shut off power at the breaker if they know how.
Severity
- Actively flowing water, multiple rooms affected → SEV 2, notify maintenance + manager
- Slow leak, contained → SEV 3, maintenance dispatch
- Stain / past leak / discoloration → SEV 4, routine maintenance ticket
Questions
- Where is the water coming from? (ceiling, pipe, appliance, unknown)
- Is it spreading to neighboring units?
- Location of main water shutoff known?
- Type of flooring affected (for damage estimate)
- Photos available?