What to do in a plumbing emergency in London

Immediate steps to take

1. Turn off the main stop tap. It is usually under the kitchen sink, near the front door, or where the water pipe enters the building. Turn it clockwise until it stops. In flats it can be in a hallway cupboard, a riser or beside the meter.
2. Switch off electrics near water. If water is near sockets, light fittings or appliances, turn off the power at the consumer unit (fuse box) — but only if you can reach it without standing in water.
3. Drain the system. Open all cold taps and flush toilets to empty the pipes. If you have a hot water cylinder or boiler, switch the boiler off before draining hot taps.
4. Contain the water. Put buckets under leaks, use towels to protect floors and move valuables, rugs and electrical items out of the way.
5. Relieve ceiling bulges carefully. If a ceiling is bowing with water, place a bucket underneath and keep everyone out of the room — do not stand directly under it.
6. Photograph the damage. Take photos and videos for your insurer before cleaning up, and keep any damaged parts.
7. Call an emergency plumber. Tell us what happened, what you have isolated and where the water is coming from. We are with you within 45-60 minutes across London.

If you smell gas

A gas smell is a safety emergency first and a repair second. Do not use light switches, doorbells, naked flames or electrical devices, and do not smoke. Open doors and windows, turn off the gas at the meter if it is safe to do so (move the lever so it is at a right angle to the pipe), and leave the property.

From outside, call the National Gas Emergency Line on 0800 111 999 — it is free and open 24 hours. They make the supply safe. Once the gas network has made it safe, a Gas Safe registered engineer can repair the faulty appliance or pipework.

When to evacuate

• You smell gas or a carbon monoxide alarm goes off.
• Water is entering electrical fittings, or the consumer unit is wet.
• A ceiling is sagging heavily or has started to collapse.
• Sewage is backing up into living areas.
• Floodwater is rising and you cannot stop it at the stop tap.

What NOT to do

• Do not touch electrics, switches or appliances while standing in water.
• Do not use a naked flame or heat gun to thaw a frozen pipe — use warm towels or a hairdryer on a low setting.
• Do not pour boiling water or strong chemicals down a blocked toilet or drain; it can crack ceramics and damage pipes.
• Do not open the boiler casing or attempt any gas work yourself — it is illegal unless you are Gas Safe registered.
• Do not keep using a leaking appliance or toilet "just once more" — it can turn a drip into a flood.

First aid by emergency type

Burst pipe: stop tap off, drain the system, wrap the split with a towel and keep a bucket underneath. Leaking ceiling: bucket under it, power off to that circuit, keep clear. Blocked toilet or drain: stop flushing, use a plunger gently, do not use chemicals. No heating or hot water: check the boiler pressure gauge (usually 1-1.5 bar), the thermostat and whether the condensate pipe outside is frozen. Overflowing cistern or tank: turn off the stop tap and flush to lower the level.

Once the situation is contained, the next step is a permanent repair. Our engineers carry common parts on the van so most emergencies are fixed on the first visit, at a fixed price confirmed before we start.

What happens when you call us

We ask what has happened and what you have already isolated, confirm the fixed price on the phone and dispatch the nearest engineer. They arrive with you within 45-60 minutes, make the property safe, find the cause and repair it. There is no extra charge for nights, weekends or bank holidays.

Frequently asked questions