General information for NSW only, not legal advice. The tenancy agreement, strata by-laws and the law decide what applies to each property.
When a tenant reports water through the ceiling, a property manager is caught between three parties: the tenant who needs it fixed, the landlord who pays, and sometimes a strata scheme that owns the roof. Getting the first few hours right protects everyone, including the agency.
A serious roof leak is an urgent repair
Under NSW tenancy law, a serious roof leak is listed as an urgent repair, along with things like a burst water service, a gas leak and serious storm damage. Landlords and agents should attend to urgent repairs as soon as possible.
If the landlord or agent can't be contacted or doesn't act, a tenant can arrange the repair themselves. Under section 64 of the Residential Tenancies Act 2010, the landlord must reimburse reasonable costs, up to $1,000, within 14 days of the tenant's written notice, provided the tenant:
- didn't cause the damage
- notified the landlord or agent, or made a reasonable attempt to
- gave the landlord or agent a reasonable opportunity to make the repairs
- made a reasonable attempt to use any repairer named in the tenancy agreement
The Tenants' Union notes that temporary repairs, such as a tarp over a roof, can count as urgent repairs.
For property managers, the practical message is simple: respond quickly, and have a roofer you can call.
Step 1: Respond and record
When the report comes in:
- acknowledge it in writing and note the time
- ask the tenant for photos of the ceiling and any water
- check whether anyone is at risk, such as water near light fittings or a sagging ceiling
- tell the tenant to stay off the roof and keep clear of electrical fittings near the water
This record shows the agency acted promptly, which matters if the tenant later claims reimbursement or lodges a complaint.
Step 2: Work out who owns the roof
This is where rental leaks get complicated.
Freestanding house: the roof belongs to the landlord. Arrange a roofer directly, within the landlord's approval limits.
Strata property: the roof is usually common property, which makes the owners corporation responsible for repairing it. Notify the strata manager or building manager straight away, in writing, and tell the landlord you have done so. The strata manager arranges the roof repair, while the landlord remains responsible to the tenant under the tenancy agreement.
If you aren't sure whether a roof is common property, check the strata plan and by-laws, or ask the strata manager.
Step 3: Make it safe, then repair
A leak often needs two visits. The first stops water coming in: a tarp, a temporary seal or clearing a blocked gutter. The second is the permanent repair. Ask the roofer for a short written report with photos after the first visit. It tells the landlord, and strata if relevant, what failed and what the permanent fix will involve.
Step 4: Keep the landlord informed
Landlords want to know three things: what happened, what it costs and whether insurance is relevant. Send the roofer's report and quote with your update. If the damage came from a storm, the landlord may wish to contact their insurer before approving permanent work. That decision, and any claim, is between the landlord and their insurer.
Step 5: Close it out
Once the repair is done:
- confirm with the tenant that the leak has stopped after the next rain
- arrange any internal repairs, such as ceiling patching and painting, through the right party
- file the photos, reports and invoices with the property records
If a tenant feels a repair hasn't been done, they can complain to NSW Fair Trading, which may issue a rectification order. Good records make that conversation much easier.
Reduce repeat leaks
Many rental roof leaks come from blocked gutters, cracked flashings or failed sealant around penetrations. An annual roof check, ideally before storm season, catches most of these early. It also gives landlords a dated record of the roof's condition, which can help if an insurer later asks about maintenance.
How Hiroof can help
Hiroof carries out roof repairs, maintenance and restoration for rental properties across Sydney and surrounds, working with property managers, landlords and strata managers. Where access is safe, we can attend, provide temporary protection, record the problem with photos and quote the permanent repair, so you have what you need to report to the landlord.
To set Hiroof up as a roofing contact for your rent roll, email info@hiroof.com.au. Hiroof Services Pty Ltd, NSW roof plumbing licence 21350703.
