Homeowner guide
Is It a Plumbing Emergency? What to Do Before the Plumber Arrives
It is an emergency if water is actively escaping, sewage is backing up, you have no water at all, or a water heater is leaking. Shut off the water first, then call.
Most plumbing problems can wait for a booked appointment. A few cannot, because every minute adds water damage, mould risk or a health hazard. Knowing the difference saves money either way.
This guide explains how to judge urgency, the steps that limit damage, and what to tell the plumber when you call so the right equipment arrives the first time.
Call right away if you see
- Water spraying, pouring or pooling from a pipe, fitting or ceiling
- Sewage or dirty water coming up a floor drain, tub or toilet
- No water at any tap in the house
- Water leaking from the bottom of a water heater tank
- Water rising in the sump pit while the pump is not running
- An overflowing toilet that will not stop after closing its valve
Usually safe to book the next available visit
- One slow sink, tub or shower drain
- A dripping tap or a toilet that keeps running
- Lukewarm hot water that still works
- Low pressure at a single fixture
First 15 minutes: limit the damage
Find your main shut-off valve now, before you need it. In most Ontario homes it is in the basement where the water line enters, often near the water meter, and usually turns clockwise to close.
- Close the main shut-off, or the small valve under the fixture if the leak is local
- If water is near outlets or the electrical panel, stay out and keep clear
- For a leaking water heater, close the cold supply and turn off its power or gas control
- Open a low tap to drain pressure from the lines
- Stop using sinks, toilets and appliances if sewage is backing up
- Take photos for your insurer before cleaning up
What to tell the plumber when you call
- Where the water is coming from and whether it is clean or dirty
- Whether you managed to shut the water off
- The age and type of the fixture, pipe or water heater if you know it
- Whether more than one drain is affected
- Ask for the call-out cost and how the rest of the job will be priced before anyone attends
Services covered in this guide
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