What to Do in a Plumbing Emergency | Act

In Short

First, call about the leak or backup, close the main water valve if safe, and stay away from wet outlets and cords.
If you smell gas, leave the house and call the gas utility from outside.
Next, your technician inspects the problem, explains the scope and price before work starts, and provides repair records afterwards.

Gloved hand closes the red-lever main shutoff on a copper line; water covers the next room's floor

First Steps During a Plumbing Emergency

Keep a safe distance and call

Call now about water escaping a pipe, a fixture overflowing or sewage coming indoors. Close the main water valve if reaching it is safe, and keep everyone away from outlets, cords and electrical equipment near water. Do not cross a wet area to reach a valve.

A gas smell changes the first step: leave the house and call the gas utility from outside. Leave gas lines, gas valves and water heater controls alone. The plumbing call follows from a safe place.

Where the main water shut-off is

The main water shut-off is generally inside where the water service enters the building; Aquarion's household diagram places the house valve there, normally before the meter. A basement or utility area is a general place to look, provided access is dry and safe.

If you do not know where the valve is, say so during the call. Finding it is not a condition of asking for help. Keep the conversation focused on what you see rather than opening walls or attempting a pipe repair.

What the person answering asks

The call starts with your address, the affected fixture or pipe, and when the trouble began. Next, explain whether water is still flowing, whether the main valve is closed and whether more than one drain is backing up.

Describe a stain, puddle or loss of flow in ordinary words. You do not need to identify a pipe material or diagnose the fault. Say which room is affected and whether the route to it is safe. For active leaking or a backup, the emergency plumbing page describes the service.

What needs attention tonight

Active flooding, sewage coming into living space and water reaching electrical equipment need attention now. A small, contained drip or a slow drain without an overflow may suit a routine appointment, but call to describe the situation rather than deciding from the fixture's name alone.

During the conversation, mention whether the puddle is growing, whether the affected fixture is usable and whether another bathroom is working. A loss of hot water without leaking is different from a tank surrounded by spreading water. Those details shape the next steps.

What happens at the visit

Your technician first looks at the affected plumbing and checks where the water or blockage originates. Next, they explain the repair area, access needs, parts and price before any work starts. An inaccessible pipe or several affected fixtures changes the scope.

Then the agreed repair proceeds, followed by a check of the repaired plumbing. Keep the written description so you know which section or fixture received work.

What to keep for your records

Photograph visible water, the affected room and damaged belongings only from a safe, dry position. Taking pictures must not delay leaving a hazardous area or making the call.

After the repair, keep dated photos, the written scope, the description of the completed work and receipts together. For documentation for insurance, those records show what you observed and what the repair involved.

Plumbing Emergency First Steps FAQs

What is considered a plumbing emergency?

Uncontrolled leaking, sewage entering a room and water near electrical outlets need urgent attention. Call now and describe where the water is, when it appeared and whether the flow continues. Keep away from wet cords and outlets. Your technician checks the source and explains the proposed work and price before starting.

How long does it take to fix a burst pipe?

The repair time depends on the pipe's location, access and the extent of the damage. During the call, say whether water is still flowing and which rooms are affected. At the visit, your technician locates the break and explains the work involved; the timing follows that inspection rather than a promised window.

What should I do if the water heater is not working?

Call about the loss of hot water and mention any leak, unusual noise or visible damage. Leave water heater controls and draining to your technician. If you smell gas, leave the house and call the gas utility from outside. At the visit, the diagnosis comes first, followed by the repair options and price.

What should I do when the pipes are frozen?

Call for an inspection when a pipe seems frozen, and close the main water valve if it is safe. Tell the person answering which faucets have stopped flowing and whether any water is leaking. Your technician checks the affected section and explains the repair; keep the written description after the work.

Who should I call for a plumbing emergency?

Call the plumbing line for a leaking pipe, overflowing fixture or sewage backup; for a gas smell, leave and call the gas utility from outside. During the plumbing call, describe the affected fixture and whether the water is off. Your technician inspects the problem, discusses the scope and price, then completes the agreed repair.