Before you book
What you need to know.
- A unit's visible symptom can originate in shared or neighbouring plumbing.
- Access, authorisation and occupant communication belong in the initial brief.
- Separate urgent containment, investigation and permanent repair in the work record.
- Maintenance should follow the building's actual assets and fault history.
On this page
Start with the building context.
A leak reported in a bathroom may involve a fixture in that lot, pipework in a wall or plumbing serving another part of the building. A blocked drain can affect several occupants before its shared route is understood. Booking a visit with only a unit number can leave important access and approval questions unresolved.
Scott & Sons' original service information specifically describes strata plumbing and preventative maintenance for property managers. Give the street address, affected units, manager's reference and the person who can approve investigation. Explain whether the issue is active, recurring or part of a planned building programme so the attendance starts with the right context.
Match the symptom to the right investigation.
Water movement, drainage and hot-water problems need different checks. Include earlier reports and dates of similar complaints rather than treating each new tenant report as an unrelated event. A repeated symptom can be important even where it disappears before the plumber arrives.
For a leak crossing units, access may be needed beyond the room showing damage. For a shared drain, existing plans and camera records can help locate the relevant section. The visible position of water doesn't settle ownership or payment responsibility; the authorised manager should confirm the instruction and seek appropriate advice where needed.
Scroll sideways to read every column.
| Reported problem | Information to include |
|---|---|
| Leak between units | Affected rooms, timing and access contacts for relevant lots |
| Recurring shared blockage | Previous clearances, camera reports and affected fixtures |
| Loss of water or hot water | Extent across the building and known isolation or plant details |
| Roof or gutter overflow | Rainfall pattern, affected levels and safe access arrangements |
| Planned valve or pipe work | Drawings, shutdown restrictions and authorised approver |
Keep emergency response and permanent work distinct.
For active escape, wastewater overflow or an essential service failure, phone 02 9482 9199 and explain the immediate effect on occupants. Scott & Sons advertises 24/7 emergency plumbing. Describe any electrical, access or structural concern before anyone enters an affected area.
An urgent response may control the immediate problem while a separate repair needs parts, access or approval. Ask the work record to distinguish what was made safe, what was repaired and what remains outstanding. A building manager can then organise follow-up without assuming that restored service means every cause or damaged finish has been addressed.
Plan access and interruptions across the property.
Identify who holds keys, who can admit the plumber and who can approve additional work if an unexpected issue appears. Include parking, lift, plant-room and site induction requirements. The resident reporting the problem and the person authorising the work may be different people; both contacts can be important.
Water isolation can affect more users than the visible repair location suggests. Coordinate notices and identify equipment or occupants needing special arrangements. Pipe freezing may be considered for suitable planned work, but a backup shutdown plan is still needed. Confirm restoration arrangements and how residents will be told the work is complete.
Build maintenance from an asset list.
A maintenance programme should name the drains, water services, fixtures, hot-water equipment and roof-water systems it covers. Record known faults and difficult access points. Frequency needs to reflect the actual equipment, use and applicable requirements, rather than a single generic visit being described as complete building compliance.
For specialist devices, provide previous test reports and confirm the required qualifications for the job. Record what was checked, what couldn't be reached and which repairs need separate approval. Those records make a maintenance programme useful when managers change or a problem recurs months after the visit.
Define the assets
List systems, known problems and the records available for each.
Agree access and scope
Set contacts, approvals, interruptions and the work included.
Record findings
Separate completed checks, defects and inaccessible areas.
Prioritise follow-up
Agree the next repair or review from the building-specific findings.
Make quotes and records useful for decisions.
Investigation, repair and reinstatement have different cost drivers. Shared access, the extent of pipework and any surface opening can affect the total. The quote should identify the location and stage of work, not simply name a building-wide service that leaves the affected assets unclear.
Keep photographs, fault descriptions and recommendations with the invoice and work order. Ask how variations will be approved and which party handles damaged finishes. NSW Government's strata guidance explains that repair responsibility depends on the scheme and common-property arrangements. A plumbing report can describe the physical problem; it doesn't replace that responsibility assessment.