What to do in a plumbing emergency before the plumber arrives

A burst pipe at 10pm or a toilet that won't stop overflowing is stressful, and it's easy to lose precious minutes working out what to do. The good news is that most of the damage in a plumbing emergency happens in the first stretch of time, and a few simple steps can slow it right down while you wait for help.

This guide covers what to do first, how to deal with the most common emergencies, and what renters need to know about urgent repairs.

Step 1: stop the water

For any serious leak or burst pipe, turning off the water at the mains comes first. The mains tap (also called the stop valve or shut-off valve) is usually right next to your water meter.

Water Corporation says the shut-off valve is near the meter, typically on the verge or along the outside of your property, and is closed by turning it clockwise. If it won't move, it suggests turning it anticlockwise first to break the seal, then back clockwise to close it.

The RACV notes that in many Victorian homes the valve sits in a covered underground box inside the fence or on the verge, and in apartments it's often under the kitchen or laundry sink. You'll know the water is off when the meter dials stop moving. Once it's off, open a tap inside to drain the water still sitting in the pipes.

If the leak is only at one fixture, such as a toilet or the pipes under a sink, you may be able to close the small isolation valve on the pipe feeding that fixture instead of shutting off the whole house.

Step 2: keep water away from electricity

Water and electricity are a dangerous mix. If water is reaching power points, light fittings, appliances or the switchboard, don't touch them. If you can reach the switchboard while standing somewhere dry, turn the power off at the main switch. If you can't do that safely, keep everyone out of the area and call a licensed electrician to make it safe.

A ceiling that's sagging or bulging with water can collapse, so keep people and pets out of that room.

Step 3: if you smell gas, get out first

Gas is not a "wait for the plumber" problem. The NSW Government's gasfitter guide says to treat any gas leak as a potentially lethal risk. Its advice if you smell gas in your property is to:

• leave the building immediately and call 000, asking for Fire and Rescue
• turn off the gas at the meter or cylinder, if it's safe to do so
• turn off appliances and pilot lights
• open doors and windows for ventilation, only if it's safe
• put out any naked flames and cigarettes
• contact a licensed gasfitter and your gas supplier (the number is on your gas bill)

Energy Safe Victoria also says not to operate electrical switches or devices, and to keep people away from the affected area. Gas work generally has to be done by a licensed gas fitter, and advice differs a little between states, so follow your local regulator and gas distributor.

Common emergencies and what to do

A burst or leaking pipe

Turn off the mains, drain the pipes through a low tap, and move rugs, electronics and furniture out of the wet area. Use towels and buckets to stop water spreading. Take photos and video of the leak and the damage before you clean up, as your insurer may ask for them. If water is coming out of the footpath or street rather than your property, it may be your water utility's pipe, so call their faults line.

An overflowing toilet

Stop flushing. Close the isolation valve on the pipe behind the toilet to stop the cistern refilling. If the toilet is blocked and water is rising in other fixtures too, such as the shower or floor waste, the problem may be further down the drain line and needs a plumber. Our guide to blocked drain costs explains what affects the price.

A leaking hot water system

Turn off the cold water supply to the unit and switch off the power (for electric systems) or gas (for gas systems) to the heater. Don't try to repair the tank or valves yourself. If it needs replacing, our hot water system replacement guide covers what to expect.

A slow leak you can't find

If there's no flood but your water bill has jumped or you hear water running, it's urgent but not an emergency. Our guide to signs of a hidden water leak walks through the meter test you can do yourself.

If you're renting

Tell your landlord or agent straight away. In NSW, the NSW Government's urgent repairs page lists a burst water service, a gas leak, a blocked or broken toilet, and an appliance or fitting wasting a substantial amount of water among the urgent repairs.

Its guide to getting repairs done says that if you can't reach your landlord or agent, you can arrange a repair yourself, ideally using a tradesperson named in your lease, and be reimbursed up to $1,000. The work must be done by a licensed tradesperson, and you need to keep receipts and records of your attempts to contact them. Rules are different in other states, so check your state's tenancy authority.

Finding an emergency plumber

When you call a plumber, explain what's happening, whether the water is off, and whether anyone is at risk. Ask about any after-hours call-out fee and how they charge before they come out. Prices vary with the time of day, access and the repair needed.

Plumbing work generally needs a licensed plumber, and rules differ between states. Our guide on how to choose a plumber covers what to check. You can search for plumbers near you on Find My Tradie, or start with plumbers in Sydney and plumbers in Melbourne, and save a local plumber's number before you need it.

Find plumbers in your area

Frequently asked questions

This guide is general information only, not legal or financial advice. Rules change, so check the official sources linked above for your state.