Call 000 first when someone could be hurt
Call 000 for fire, a gas escape, or any danger to life, including a risk of electric shock or a person at risk from floodwater. The rest of this page covers the situations where you have a minute to think.
Do not switch lights or appliances on or off, and do not use flames or a phone inside. Get everyone outside, leave doors open on your way if it is safe, and call 000 from outside. Keep others away until emergency services say the area is clear.
Find your mains isolation valve before you need it
Most houses have a main isolation valve on the property side of the water meter, usually near the front boundary or where the supply enters the building. Apartment owners should ask the building manager or strata committee where the shared and unit-level valves are, because a burst inside a unit may need a riser valve closed by someone else.
Turn the valve once a year, gently, so you know it moves. A valve that is seized should not be forced; note it as a job for a licensed plumber to replace. Basins, toilets and many appliances also have small isolation taps, which can stop a local leak without cutting water to the whole home.
First steps by situation
| Situation | Do now | Avoid |
|---|---|---|
| Burst or leaking pipe | Close the mains isolation valve, open a cold tap to relieve pressure, then contain water with towels and buckets. | Leaving the supply on while you look for a tool or a number. |
| Hot water unit leaking | Switch off its power at the switchboard, or turn gas off at the unit if you can do so safely, and close its cold water isolation valve. | Opening the unit casing, or running an electric element with no water in the tank. |
| Sewage overflow | Stop using toilets, showers and washing machines. Keep people and pets away and ventilate the area. | Touching sewage with bare hands, or hosing it toward a neighbour or stormwater drain. |
| Water near power points or lights | Stay clear. If the switchboard is dry and reachable without standing in water, switch off the affected circuits. Otherwise call 000. | Wading through water to reach the switchboard. |
| No hot water | Check power or gas supply to the unit and the switchboard once. This is urgent but rarely dangerous. | Repeatedly resetting breakers or relighting a gas unit against its instructions. |
| Overflowing toilet | Close the small isolation tap behind the toilet, stop flushing, then use a flange plunger. | Flushing again to see if it clears. |
If it is a burst pipe
- Stop the water. Close the mains isolation valve, then open the lowest cold tap to let the pipes drain.
- Make the area safe. Switch off power to affected rooms only if the switchboard is dry and safe to reach. Keep clear of bulging ceilings, which can hold a lot of water.
- Protect the hot water unit. With the supply off, switch off power or gas to the unit so it does not heat an empty or low tank.
- Contain and record. Move belongings, mop up, and photograph the damage and the pipe before anything is repaired.
- Get a licensed plumber. Describe what you found and what you have shut off. The burst pipes guide covers causes and repairs.
Finding a licensed plumber when time is short
In NSW, plumbing, drainage and gas fitting are licensed trades. Ask for the licence number and check it on the NSW Fair Trading licence check before work starts, even when you are stressed. Ask what charges apply and whether the price is fixed or hourly before anything begins, and be cautious of anyone who pressures you to approve work on the spot.
This site does not recommend or refer any company. For a calm checklist, see how to choose a plumber in Sydney, and for the first few minutes in detail read the first five minutes. The post on emergency plumbing helps you judge what is truly urgent.
Afterwards
A temporary repair that stops the water is not always the finished job. Ask the plumber what failed, whether other pipes of the same age are at risk, and what paperwork applies to regulated work. If water reached ceilings, walls or floors, dry them promptly, because damp materials can grow mould. Check your home insurance policy for what it covers and keep photos and receipts.
For blocked drains that are not yet an emergency, use the blocked drain checker or read about blocked drains in Sydney. If the hot water unit is the cause, see hot water systems.