THE PROCESS
The Joint Office's 3-Stage Investigation: 3 Things That Stop It
Quick answer
The standard process: file a complaint via 1823, and the Joint Office contacts you within 6 working days, then runs a 3-stage investigation — Stage 1 (an on-site inspection with moisture monitoring; only proceeds to Stage 2 if the moisture reading reaches 35% or above), Stage 2 (FEHD-led testing including coloured-water drain tests), and Stage 3 (consultant professional testing). Simple, cooperative cases are generally completed within 90 working days. But 3 conditions stop the Joint Office from continuing: Stage 1 moisture never reaching 35%, seepage that's mild or intermittent, or a source that can't be identified. Those 3 conditions are exactly where private leak detection and surveyor reports come in.
The process, step by step
- Step 1: file a complaint via 1823.
- Step 2: the Joint Office contacts the complainant within 6 working days.
- Stage 1: an on-site inspection with moisture monitoring — the reading must reach 35% or above to proceed to Stage 2; access to a neighbouring unit needs occupant cooperation or, failing that, a court warrant.
- Stage 2: FEHD-led testing, including coloured-water drain tests, to identify the suspected source unit.
- Stage 3: consultant professional testing, used for complex or disputed cases.
- Simple, cooperative cases: the whole process is generally completed within 90 working days.
The 3 stop gates
| Condition | Outcome |
|---|---|
| Stage 1 moisture reading never reaches 35% | Does not proceed to Stage 2; the Joint Office stops |
| Seepage is mild or intermittent | The Joint Office withdraws |
| Source can't be identified | The Joint Office stops investigating |
Once any of these three conditions applies, a complainant who wants to keep pursuing the case needs private leak detection, or an expert surveyor report, to build their own evidence.
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Frequently asked questions
What if my neighbour won't let anyone inspect their unit?
Per the Joint Office's published process, accessing a neighbouring unit requires occupant cooperation; if that's refused, a court warrant is the fallback. This is an explicit part of the process.
Is the 90-working-day figure a guarantee?
No — it's the reference timeframe for a 'simple, cooperative' case, not a guarantee. Complex, disputed, or uncooperative cases take longer.