FAULTY GEYSER

My mother received a call on the 12th March around 14h00 saying that our geyser has got a problem we need to call a plumber in 5 minutes by Salosh saying the its leaking and its damaging the ceiling to another house upstairs, as our geyser its in their roof . Then I said how can they expect me to find some to fix in 5 minutes, they don't even give me chance to come home to see the damage? So, they said if we cant someone in 5 minute they will have to send their guy. Upon our arrival at home, we went upstairs to the other unit to check the damage, to our surprise, the lady of the other unit, had sent them the email the same morning following up the leak from last year, and they did not even phone her to tell her that they will send someone. She had no idea that they came to fix the problem. That's when her husband came in and said he was home around 15h00 with Ramesh to show him the ceiling and he left afterwards. The plumbers/electricians came around 15h30 to check which geyser between the 2 has got a problem, and they said its our geyser. My question is when did they know its ours, was it before the electrician came or when the owner was with Ramesh or after the electrician came?