Trace and access is a section of most UK buildings insurance policies. It covers the cost of finding a hidden leak and of opening up and making good the area needed to reach it. It usually doesn’t cover repairing the leaking pipe itself. To claim, you’ll normally need a written leak detection report showing where the leak was, how it was found and what caused the damage.
A damp patch on the ceiling or a boiler that keeps losing pressure usually raises two questions at once: where is the water coming from, and will my insurance pay to find it? Trace and access cover exists for exactly this situation. Knowing how it works before you book can save money and stop a claim stalling.
If water is escaping now, turn off your stopcock first, then call us on 0208 108 0400. Our non-destructive leak detection engineers are available 24/7 across London and the Home Counties.
Trace and access is part of the “escape of water” cover in most building insurance policies. It recognises that finding a hidden leak can cost money in its own right, separate from fixing the damage it caused.
It typically pays for three things:
The aim of non-destructive leak detection is to keep the access stage as small as possible. That saves you disruption and keeps the claim lower.
I normally explain it like this: trace and access is there to help cover the cost of finding a hidden leak and getting to it when you can’t see where the water is coming from.
For example, you might have a damp patch on your ceiling, but the leak could be coming from a pipe underneath the bathroom floor upstairs. Before anyone starts lifting tiles or opening ceilings, we try to pinpoint the source using specialist detection equipment.
Depending on your policy, the insurance may cover the investigation and the work needed to access the pipe, including making good afterwards. The actual repair to the leaking pipe is often treated separately.
The biggest misunderstanding is that people assume their insurance covers everything, from finding the leak to repairing the pipe and redecorating the whole room. That isn’t always the case. Every policy is different, so I always recommend checking the cover with your insurer before booking any non-emergency work.
Policies vary, but these are the common exclusions and limits:
Always read the escape of water and trace and access sections of your own policy, or ask your insurer directly.
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The important thing is understanding how the leak happened, not just where the water appeared.
Shower leaks are a good example. Sometimes the problem is a leaking pipe behind the wall, but other times it’s failed silicone, damaged grout or a worn shower seal. Those situations can be treated very differently by an insurer, particularly if the water has been escaping gradually over a long period.
Underfloor heating leaks can also need careful investigation because the pipework is hidden beneath the floor. We need to establish which circuit is losing pressure, narrow down the location and document our findings properly.
Insurers may ask further questions where there is evidence of gradual deterioration, poor maintenance or an issue that was already known about. That doesn’t automatically mean every claim will be refused; it depends on the policy wording and the circumstances.
Our job is to establish what we can technically prove, explain our findings clearly and provide a report that helps the insurer assess the claim.
Turn off the stopcock. If water is near electrics, switch off the power at the consumer unit. Move valuables and put down towels or containers.
Take photos of the damp patches, stains, ceiling bulges, pooled water and damaged belongings before anything is moved or cleaned.
Get a claim reference. Ask whether your policy includes trace and access, what the limit is, and whether they want to approve the contractor or send their own.
Our engineer will use pressure testing, thermal imaging, moisture readings, acoustic tracing or tracer gas to find the source with as little opening up as possible.
You’ll receive a digital report covering the leak source, the methods used and the findings, with photographs.
This is usually the evidence they need to accept the trace and access part of the claim and move on to the damage repairs.
It depends on the insurance arrangement and whether the insurer has authorised the work.
In many cases, the customer books the leak detection survey and pays for it, then submits our report and invoice to their insurer to request reimbursement under their trace and access cover. Whether the cost is reimbursed depends on the policy, any excess, the applicable limits and whether the insurer required prior approval.
Some insurers and loss adjusters have their own approved contractor arrangements, so payment may be handled differently where the work has been authorised through them.
My advice is always to contact the insurer first, obtain a claim reference and check whether they need to approve the survey or appoint their own contractor. It is much better to establish that upfront than to assume the cost will automatically be covered.
For me, a good leak detection report needs to explain the investigation clearly enough that someone who wasn’t at the property can understand what happened.
We document the customer’s original symptoms, what we found on arrival, the detection methods used and the results of our tests. Where relevant, we include moisture readings, pressure test results, thermal images and photographs showing the suspected or confirmed leak location.
We also explain our conclusion, the evidence supporting it and what we recommend doing next. If access is required, we describe the area that may need to be opened up and why.
The difference between a useful report and a vague one is the evidence. Saying that a pipe is leaking isn’t always enough; the insurer may need to understand how we reached that conclusion and what work is reasonably required to access it.
We aim to make our reports clear, factual and useful to both the customer and the people assessing the claim.
A report can cause delays when it doesn’t give the insurer enough information to assess what has happened.
For example, a report might identify a suspected leak but fail to show its location clearly, include no supporting photographs or explain which tests were carried out. It might also recommend opening up a floor or wall without explaining why that access is necessary.
In those circumstances, the insurer may come back asking for additional evidence, further investigation or clarification before deciding how to proceed.
It’s important to understand that a weak report doesn’t automatically mean a claim will be refused, and a detailed report doesn’t guarantee approval. The policy terms and the actual cause of the damage still matter.
That’s why we focus on recording our findings properly from the start. It gives the customer a clearer picture of the problem and provides the insurer with useful technical evidence to consider.
An insurer or loss adjuster wants to see clear evidence. A weak report is one of the most common reasons a claim gets delayed.
Often, yes. Many insurers let you appoint your own contractor and reclaim the cost, as long as the price is reasonable and the report meets their standard. Some prefer to send their own approved firm. Check with your insurer when you report the claim, so you don’t pay for a survey they won’t reimburse.
If your insurer has sent someone who couldn’t find the leak, you can usually ask whether they’ll cover a second specialist survey.
Leaseholders: in most London flats, the buildings insurance is held by the freeholder or managing agent, not by you. A trace and access claim normally goes through them, so contact them early.
Tenants: report the leak to your landlord or letting agent straight away. Finding and fixing the leak is usually the landlord’s responsibility, under their buildings insurance.
Landlords and managing agents: quick reporting protects the claim. Our account client programme gives portfolios priority response and consistent insurer-ready reporting across every property.
Yes, a second specialist investigation can be worth considering when the leak remains unresolved and the initial inspection hasn’t identified the source.
Hidden leaks can be difficult to locate, especially where pipework runs beneath concrete floors, behind tiled walls or through underfloor heating systems. Sometimes the first visit identifies the general area but doesn’t narrow the source down enough to plan a repair confidently.
The next step is to review what’s already been tested, look at any previous reports and establish what remains uncertain. We can then decide which additional methods are appropriate, such as acoustic tracing, thermal imaging, pressure testing or tracer gas, depending on the system and circumstances.
We don’t simply repeat the same investigation without a reason. The aim is to build on the available evidence and narrow down the problem while avoiding unnecessary damage to the property.
If the customer intends to claim the cost of a second survey, I’d advise getting the insurer’s approval first wherever possible.
It can become confusing because responsibility depends on the type of property, the location of the leak, the tenancy agreement and the insurance arrangements.
In a rented house, the landlord will generally need to arrange investigation and repairs where the problem relates to the property’s structure or fixed plumbing. The tenant should report the issue promptly and take reasonable steps to prevent further damage.
In a leasehold flat, it can be more complicated. The buildings insurance may be held by the freeholder or managed through the managing agent, while the leaseholder may be responsible for certain internal fixtures or repairs. The lease and the insurance policy need to be checked.
The question of who arranges the work is also separate from who ultimately pays for it. Even where an insurer covers trace and access, an excess or policy exclusion may still apply.
My advice is to report the leak straight away, document the damage and contact the landlord, managing agent or relevant insurer before committing to non-emergency costs. Getting everyone involved early usually helps avoid misunderstandings and delays.
The survey is charged at our normal hourly rate whether or not you’re claiming. Most residential surveys take one to two hours. See how much leak detection costs for a full breakdown. If your policy includes trace and access, that cost is usually recoverable, less any excess.
Commercial buildings insurance works on the same principle, but the stakes are higher: operational shutdowns, multiple tenants and larger loss adjuster investigations. We produce detailed reports for facilities managers, insurers and loss adjusters. See our commercial leak detection service.
Usually not. It covers finding the leak and the access and making good around it. The repair to the pipe or fitting is often excluded, but check your policy.
Some insurers require it, others don’t. Call them first for a claim reference and confirm. In an emergency, stop the water first and make the call as soon as you can.
It can. Escape of water is one of the most common home insurance claims, and any claim may affect future premiums. That’s a conversation to have with your insurer or broker.
Some policies cover underground supply pipes and drains you’re responsible for, sometimes under a separate “underground services” section. Check the wording, because this varies a lot between insurers.
Our reports are written to the standard UK insurers and loss adjusters expect for trace and access claims.
Call 0208 108 0400, message us on WhatsApp, or book a leak detection engineer online. You’ll get a written report you can send straight to your insurer.
