In most plumbing emergencies the first thing to do is turn off the water at the stop tap, which stops the damage getting worse in seconds, then keep away from any wet electrics and switch off the boiler or immersion heater if hot water is involved. An emergency plumber with a well stocked van can fix most burst pipes, failed valves, leaking joints and blocked toilets on the first visit, and makes the rest safe until a specific part arrives.

The first five minutes

Most of the damage in a plumbing emergency happens in the time it takes to find the stop tap. Work through these steps in order.

1. Turn off the water at the stop tap. Turn it clockwise until it stops. If it is stiff, do not force it with tools that could snap it. Some homes also have a second stop tap in a utility room or garage, and flats often have one in a cupboard near the front door.
2. Open the cold taps in the kitchen and bathroom to drain the water left in the pipes. Flush the toilets once.
3. Deal with hot water and tanks. If the leak is on the hot side, or from a hot water cylinder, switch off the boiler and any immersion heater. If you have a cold water tank in the loft, the stop tap does not empty it, so running the bath taps drains it down faster and leaves less water to feed the leak.
4. Keep clear of electrics. If water is coming through a ceiling light or near sockets, switch off the electricity at the consumer unit, but only if you can reach it without standing in water and it is dry. If you cannot, keep everyone out of that area.
5. Contain the water. Buckets, towels and moving valuables limit the damage. If a ceiling is bulging with water, do not stand underneath it.
6. Take photos of the damage and the source before anything is moved. Your insurer will want them.

If the leak is from the heating system

A leaking radiator or heating pipe is fed from the heating circuit, not straight from the mains. Turn off the boiler, then close both valves on the leaking radiator. Turn the handwheel or thermostatic head fully down (some thermostatic heads only go to a frost setting), then take the plastic cap off the lockshield valve at the other end and close it with a small spanner, counting the turns so it can be reset. Most combi and system boilers will lose pressure and stop, which is expected.

If the toilet is overflowing

Stop flushing. Turn the small isolation valve on the pipe feeding the cistern a quarter turn with a flat screwdriver, so the slot is across the pipe. If the pan is overflowing because the drain is blocked, stop using water everywhere in the house until it is cleared.

How urgent is it?

Problem	How urgent	What you can do now	What the plumber does
Burst or split pipe	Urgent	Stop tap off, drain the taps, contain the water	Cuts out and replaces the damaged section
Water coming through a ceiling	Urgent	Stop tap off, electrics off if safe, keep out from under it	Traces the leak above and repairs the pipe, fitting or seal
Only toilet blocked or overflowing	Urgent	Stop flushing, isolate the cistern	Clears the pan or drain, or repairs the cistern valve. See toilet keeps blocking
Hot water cylinder leaking	Urgent	Boiler and immersion off, cold feed off if you can find it	Repairs or isolates the cylinder and makes it safe
No water at all	Depends	Check with neighbours and the water company’s website first	If it is only your house, finds the fault on your supply
Leak from a radiator or valve	Soon	Boiler off, close both radiator valves	Replaces the valve or radiator and repressurises the system
Toilet running constantly	Soon	Isolate the cistern if it is overflowing	Replaces the fill or flush valve
Dripping tap	Not urgent	Put the plug in so drips do not stain	Replaces the washer or cartridge at a normal appointment

If the problem is the boiler rather than the plumbing, our broken boiler emergency checklist covers the safe checks to try first.

What a plumber can usually fix on the first visit

A plumber with a fully stocked van carries pipe, fittings, valves and common spare parts, so these jobs are normally finished on the day:

• Burst and leaking pipes in copper or plastic, including joints that have let go.
• Isolation and stop valves that are leaking or seized.
• Toilet fill valves and flush valves, the parts behind most running and overflowing cisterns.
• Tap washers and common cartridges.
• Radiator valves, including draining down and refilling the heating system.
• Blocked toilets, sinks and wastes using plungers, augers and rods.

Some repairs take a second visit, because the part is specific to one manufacturer or the fault is hidden:

• Designer tap cartridges and thermostatic shower valve parts.
• Hot water cylinder parts, particularly on unvented cylinders, which need an engineer qualified to work on them.
• Leaks inside walls, under floors or in concrete, which need leak detection to find the exact spot before anything is opened up.
• Blocked or broken underground drains, which need drain unblocking equipment rather than a plunger.

When a part has to be ordered, the plumber should leave the system safe, with as much of the house working as possible, and give you a price for the return visit.

Plumber or water company?

Not every leak is yours to fix. As a general rule, the water company looks after the water main in the street and the pipe up to the boundary of your property, often up to an outside stop tap in the pavement. The supply pipe from there into your home, and all the pipework inside, are usually the owner’s responsibility.

• Water bubbling up in the road or pavement: report it to your water company.
• No water, and neighbours have none either: check your water company’s website or phone line for known problems before calling a plumber.
• Wet patch on your drive or garden with the pressure dropping: likely your supply pipe, which is a job for a plumber.
• Sewage coming up from a drain shared with neighbours: often the sewerage company’s responsibility. A drainage engineer can confirm.

Before the plumber arrives

• Keep the stop tap off, even if the leak seems to stop.
• Clear a path to the problem, the stop tap and the boiler or cylinder.
• Note when you first noticed the leak and anything you have already tried.
• Photograph the damage for your insurer and keep any receipts.
• Check your home insurance for escape of water cover. Some policies also cover the cost of finding a hidden leak.

What it costs with Vantage

In normal working hours there is no call-out fee. Gas faults start with a fixed-price Gas Safe diagnostic visit, and if we can fix it on the same visit, part of that diagnostic charge comes off the repair. After the first hour, time is charged in half-hour steps, and parts are quoted before we fit them. Evening, weekend and overnight visits are charged at the out-of-hours rates. Every rate is published on our prices page, so you know what you will pay before we arrive.

Frequently asked questions

Is there a call-out fee for an emergency plumber?

With us there is no call-out fee in normal working hours. Evening, weekend and overnight visits are charged at the out-of-hours rates, which are published on our prices page, so you can see the cost before you book.

Is a dripping tap an emergency?

No. A dripping tap wastes water and can stain the basin, but it will not damage your home overnight. Book a normal appointment. It is usually a worn washer or cartridge.

Who do I call if water is leaking outside my property?

If water is coming up in the road or pavement, contact your water company, because the main and the pipe up to your boundary are usually theirs. If the leak is inside your boundary, such as a wet patch on your drive, it is usually your supply pipe and a plumber should look at it.

Will my home insurance cover a burst pipe?

Many home insurance policies cover the damage caused by an escape of water, and some also cover the cost of finding a hidden leak. The pipe repair itself is often not covered. Check your policy wording and call your insurer early, with photos.

How do I stop pipes bursting in winter?

Insulate pipes in lofts, garages and outside walls, fit an insulated cover on outside taps, and keep the heating on low when you go away in cold weather. Knowing where your stop tap is, and checking it turns, is the best preparation of all.

Emergency plumbing, any time

Our phone is answered 24 hours a day, 7 days a week, and we offer 24/7 emergency cover across Hertfordshire, Bedfordshire and Cambridgeshire. We are based in Stevenage, Gas Safe registered (956889) and rated 4.9 on Google. See our emergency plumbing page or call 01462 506374.