Who to call if you have a burst pipe?
Shut off the main water valve first, then call a plumber to repair the pipe and a restoration company to remove the water and dry the structure. Your insurer should hear about it too. The plumber and the restoration crew do different jobs, and both are usually needed.
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The order of calls
- Close the main shut-offThis stops more water coming in. Open a low tap to drain the line.
- Switch off power if it is safeIf water reached outlets or the panel, do not stand in it. Call an electrician or a restoration crew.
- Call a plumberA licensed plumber finds the failure and repairs or replaces the pipe.
- Call a restoration companyA crew removes water, removes saturated materials and dries the structure.
- Report to your insurerPhotograph the damage first and keep your receipts.
Why call a restoration company as well
A plumber fixes the pipe. Water that has already soaked drywall, insulation, subfloor and carpet keeps damaging the house after the pipe is fixed. It can travel along joists into the room below and sit in a wall cavity where nobody sees it. Moisture meters and thermal imaging map where it went, which is something a plumber does not do.
Calling both on the same day is the best approach, and many plumbers will recommend it. Our page on burst pipes in Mississauga describes how we handle the damage side.
What to tell the person who answers
- Where the pipe burst and whether the water is off
- How long it ran before you found it
- Which rooms and floors are wet
- Whether you live in a house, a condo or a rental unit
- Whether the ceiling below is dripping
What to have ready when you call
Have your address, the location of the burst and whether you have shut off the water. Know whether anyone is in the affected area and whether power is on near the water. Tell the crew if there are stairs, a finished basement or a locked unit to reach.
Having your insurer's name and your policy number to hand saves time later, but do not delay the call to find them.
Condos and rentals
In a condo, report a burst pipe to the property manager as well, because the pipe may belong to the corporation. In a rental, tell the landlord at once. Either way, protecting the unit from further damage is urgent. We work in houses, condo units and rentals, and our water damage cleanup page explains what the cleanup involves. The assessment is free, and a written scope and price come first.
Related questions
Can a plumber also dry the house?
Most plumbers do not carry drying equipment or measure moisture.
Should I call my insurer first?
You can call at any time, but do not delay shutting off the water or starting drying.
How fast should I call?
As soon as the water is off. Delay lets moisture spread.
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