Do this first
These steps apply to most active leaks. Only do what you can do safely.
01
Shut off the water
Find the main shut-off valve where the supply enters the building and turn it fully closed. If you can’t find it or it won’t turn, don’t force it.
02
Stop using water
Avoid using taps, toilets and appliances until the leak is dealt with. Remaining water in the pipes may still drain out.
03
Limit the damage
Move belongings away from the water, put out containers and mop up standing water where it’s safe to do so.
04
Record what you see
Take photos and note where the water is coming from and when it started. This helps us, and may help with insurance.
When to contact emergency services instead
Some situations are not plumbing jobs. Put your safety first and contact the relevant emergency service or utility.
You smell gas
Leave the building, avoid switches and flames, and contact your gas utility or emergency services from a safe distance.
Water is near electrics
Stay away from outlets, panels and appliances that water has reached. Don’t touch them while wet.
Someone is hurt or at risk
Call emergency services first. Plumbing can wait.
Sewage is backing up
Keep people and pets away from the affected area and avoid contact with the water.
What to include in an urgent request
The more we know up front, the faster we can tell you what to expect.
Where the water is
Which room, fixture or pipe, and whether it’s still running.
What you’ve done
Whether you’ve shut off the water and what happened when you did.
Your property
Home, rental or commercial building, and how to get access.
Photos if you can
A quick photo or two of the leak and the shut-off valve.
What to expect from an urgent request
This site doesn’t offer round-the-clock cover or a fixed arrival time. Mark your request as an emergency and describe what’s happening, so it is flagged as urgent. While you wait, follow the steps above.
There’s no phone number on this site. Use the urgent request form, and mark the request as an emergency so it’s read first.
Questions about urgent plumbing
Do you offer 24/7 service?
No. This site doesn’t offer round-the-clock cover or a fixed response time. Mark your request as an emergency so it is flagged as urgent, and follow the first steps on this page while you wait.
Should I wait for a plumber before shutting off the water?
No. If you can reach the main shut-off valve safely, close it straight away. It’s the most useful thing you can do.
What if I can’t find the main valve?
Check where the supply enters the building, often near a meter or in a utility area. If you can’t find it, say so in your request. If water is escaping fast, contact emergency services.
Related services
Water escaping right now?
Make it safe first, then send an urgent request with the details.