The minutes before your plumber arrives matter. Follow these steps in order — and remember our technician will also guide you through isolation steps over the phone while en route.
1. Turn off the water at the mains
Locate your water meter — usually near the front boundary of your property or in the garage. Turn the handle clockwise until it stops. This cuts water to the whole house and stops a burst pipe or major leak from doing further damage.
2. If it’s a gas issue, isolate and ventilate
Turn off the gas at the meter and open windows and doors for ventilation. If you can smell gas strongly, evacuate the area — don’t switch lights on or off or use phones inside. Call 000 or your gas provider from a safe location, then call us once you’re safe.
3. Isolate power if water is near electrics
Only switch the main breaker off if you can do so without standing in water. If you can’t reach the switchboard safely, wait for us — we’d rather arrive to a wet floor than an injured customer.
4. Protect valuables and contain the spill
- Move rugs, electronics and furniture clear of the water
- Use towels and buckets to contain pooling water and active drips
- Take a few photos — useful if you need to make an insurance claim later
Then sit tight — we’re on our way
You’ll have an ETA and SMS tracking from the moment we dispatch. Curious how fast we can get to you? See our average response times across Sydney, or call 1800 349 338 if anything changes.