Context: This is our first time renting a property, we are all 21 & 22. We are renting a basement apartment with practically no ventilation and none of us can properly afford to move out right now.
For the past 15 days (starting on 11/10/1/26)water has been leaking into our apartment from the ceiling. As soon as it happened we emailed our Letting Agents (it was 1am), and called the Block Management emergency number.
As per advice from the block management, we spoke with the tenants upstairs and they shut their water off and said they would get a plumber in the morning.
The next day (a Sunday, so we still couldn't call our letting agents) our letting agents replied via email essentially stating if the building caused the damage (ie: communal piping) that it was the block management's responsibility to repair, as well as any damage to the property.
Importantly they also said they had let the Landlord know.
The same day the tenants above us, text us saying they had a plumber around and that he had found no issues.
Call block management again and inform them, yet they say that since the leaking had calmed down it was likely not communal piping (i.e not their responsibility).
All we could then do, since the tenants had a plumber around and the leaking was still happening intermittently, was constantly email and call our Letting Agents to figure it out. (since after all it IS their property being actively damaged.
For week one they said they were trying to get in contact with the Portfolio Manager of the block management so that he could get someone to sort t.
After a week our letting agents finally sent someone around to find and fix the leak themselves. By this point mold is actively growing in the ceiling and there is no ventilation.
(important note, the lighting circuit has been out this entire time which includes the ventilator fan in the bathroom. We were using a dehumidifier however it clearly wasn't helpong much.)
The plumber gets let into the apartment above us and immediately finds a break in their bath's sealant. He says to us that he isn't convinced that is the cause however since their bathroom is not above ours and sealant breakage would cause nowhere near that much leaking.
He says he will come around the next day and take off the bathroom ceiling to find if any pipes are disconnected.
The next day our letting agent emails us stating they are confident it is the upstairs tenants bath and that no-one will be coming round as it is their landlord's responsibility to fix the leak and any 'remedials'.
Every day we contact our letting agent via email and phone for updates and every day we get the same response: "we are trying to contact their landlord, however we cannot."
Fast forward to day 14 (25/10/26), they tell us they are finally in contact with the landlord above and he will be fixing the leak the next day and then will be responsible for any 'remedials'.
By this point we are actively couch surfing whenever we can because the mold is so bad it is affecting our health.
Come day 15 and I come back from work to find the ceiling has fully collapsed.
It feel like our letting agent has been avoiding any and all responsibility to fix this and simply leaving it up to others to fix for them.
Is our letting agent at fault and what should our next steps be, since we cannot live here anymore?