We detected a leak coming from the upper floor. It was a rainy day and the upper floor has a small balcony. This is a modern apartment.
The Factor came next day with the building insurance technician to analyse the leak.
At first they blamed some heating system pipes saying they maybe broke and either our home insurance or our neighbour's insurer has to repair. I am not an expert and I had to trust their opinion.
Next day we open a claim to our home insurer. Their technician told us it was a leak caused by rain and the Factor has to fix it because it belongs to a possible structural damage on the building. He took some measurments with a moisture analyzer to proof his point (lectures showed dry on areas where a broken pipe should be)
Fast forward to today, our home insurer wants to close the claim, but we haven't heard anything from the Factor yet, despite we have contacted them almost weekly with all the information as it was being updated.
Its been 3 weeks now and the leak isn't that bad but is still happening. We can't request our insurer for repairs until the reason that is causing the damage gets fixed, but the Factor has been radio silent over these 3 weeks.
This is the first time it happens to us (we are first time buyers) and we are confused. Maybe we are too insistent and they don't take us seriously anymore, maybe is normal that the Factor does not say anything until is fixed. We don't know what step should be next... we know is not up to us, but we pay both the Factor and our insurer monthly and we still have a leak.
Has anyone encountered a problem like this?