Is It a Plumbing Emergency?
Not every plumbing problem requires immediate emergency response — but some do. The key factor is whether the problem poses a risk of property damage, health hazard, or loss of essential service.
Call a plumber right away if you are experiencing any of the following:
- Burst or actively leaking pipes
- Water coming through a ceiling, wall, or floor
- Sewer backup or sewage odour inside the home
- Toilet overflow that will not stop
- Flooding near the water heater, furnace, or electrical panel
- Complete loss of water supply
- Multiple drains backing up simultaneously
- Gas smell (this is a utility emergency — see below)
A slow drip under a sink or a slightly running toilet can usually be scheduled for regular service. An active leak, sewer backup, or loss of hot water typically cannot wait.
Step 1: Shut Off the Water
Find your main water shut-off valve before an emergency happens. In most BC homes it is located in the mechanical room, crawl space, or utility area near where the water line enters the building. In older homes it may be near the front of the house below grade. In condominiums and strata units, there is often a suite shut-off inside the unit near the entry closet or under the sink.
Fixture Shut-Off Valves
Most individual fixtures — sinks, toilets, dishwashers — have their own shut-off valves. These are typically oval or lever handles on the supply line behind or below the fixture. Turning these clockwise (righty-tighty) shuts off supply to that fixture only, which may be sufficient if the leak is isolated.
Street Curb Stop
If you cannot locate or operate the main shut-off inside the home, the city curb stop is located near the property line, typically under a small cover in the boulevard. Shutting this off requires a T-bar curb-stop key. If your home does not have one, call the municipality's emergency line or your plumber — they carry the appropriate tools.
Step 2: Protect Your Home Before the Plumber Arrives
Once the water is shut off or contained, take these steps to limit damage while you wait:
- Move belongings away from water — furniture, electronics, boxes, area rugs, and personal items
- Place towels or buckets under active drips you cannot stop
- Open cabinet doors under sinks to let wet areas dry faster
- Do not use chemical drain cleaners during a backup — these can create hazardous conditions for the plumber and may damage your pipes
- Avoid affected electrical areas — if water is near outlets, appliances, or your electrical panel, do not enter that area. Turn off the breaker from a safe, dry location if possible
Step 3: Document the Damage for Insurance
If it is safe to do so, document the situation before cleanup begins. Most standard BC home insurance policies cover sudden and accidental water damage from events like burst pipes — but your insurer will need evidence.
- Take photos and video of the water source, affected areas, and damaged belongings
- Note the time you first noticed the problem
- Write down what you did to contain it (when you shut off water, who you called)
- Keep any damaged materials your insurer may want to inspect before disposal
Contact your insurer as soon as the situation is stabilised — most policies require prompt notification. Ask specifically whether your policy covers restoration costs, and whether a licensed plumber's written report of the cause is required.
Step 4: Call a Licensed Emergency Plumber
When you call, be ready to describe:
- What you are seeing (active leak, backup, no hot water, etc.)
- Where in the home the problem is located
- Whether you have shut off the water and where
- Whether the problem is isolated to one fixture or affecting multiple areas
- Your address and best access to the property
A good emergency plumber will give you guidance over the phone while dispatching a technician. Do not use your plumbing system until the issue is resolved.
Burst Pipes — What to Do
A burst pipe can discharge significant water volume in minutes. Common causes include freeze-thaw cycles, sudden pressure surge, aging galvanized or Poly-B pipe failure, or physical damage.
- Shut off the main water supply immediately
- Turn off your water heater (if electric, turn off at the breaker; if gas, turn the dial to pilot)
- Open a tap on the lowest floor to drain remaining water from the lines
- Move belongings and protect flooring
- Call a licensed plumber — do not attempt to repair a burst pipe yourself unless you have plumbing experience
What we commonly encounter in Coquitlam and Tri-Cities homes: burst failures in older galvanized pipe sections, particularly at fittings and elbows. Poly-B pipe failures, while less explosive, can also produce significant slow leaks that go undetected until drywall damage becomes visible.
Sewer Backup — What to Do
A sewer backup is a health hazard. Raw sewage contains bacteria, viruses, and other pathogens. Stop using all water in the home immediately — every flush or drain use forces more sewage into the backup.
- Stop using all toilets, sinks, and drains immediately
- Keep people and pets away from the affected area
- Do not attempt to plunge a backed-up floor drain or toilet — this can make the problem worse
- Call a licensed plumber with drain-cleaning equipment
- After the line is cleared, the affected area may require professional sanitation
If the backup is happening in a strata building or rental property, also notify your strata manager or landlord immediately, as the source may be in a common-area line.
No Hot Water — Initial Assessment
Complete loss of hot water is disruptive but rarely dangerous on its own. The approach depends on your water heater type:
Gas Water Heater
Check whether the pilot light is lit. If it has gone out, follow the manufacturer's relight instructions (printed on the water heater label). If it will not relight, or if you smell gas at any point, do not attempt to relight — call FortisBC and then a licensed plumber.
Electric Water Heater
Check the breaker for your water heater — it may have tripped. If resetting it does not restore hot water, the heating element or thermostat may have failed and requires professional service.
Tankless Water Heater
Most tankless units display an error code when they shut down. Note the code and call your plumber — error code diagnosis varies by manufacturer.
A leaking water heater tank is a more urgent situation. Shut off the cold-water supply to the tank and call a plumber. Tanks that are actively leaking from the body of the tank typically cannot be repaired and require replacement.
Overflowing Toilet — What to Do
- Remove the tank lid and push the flapper down over the drain hole to stop water from entering the bowl
- Turn the shut-off valve behind the toilet clockwise to stop supply
- If the toilet continues to overflow and you cannot stop it, shut off the main water supply
- Do not flush again
If a single toilet is overflowing and other drains are working normally, the blockage is likely in the toilet trap or nearby drain. If multiple fixtures are backing up simultaneously, the main sewer line may be blocked and the situation is more serious.
Water Through a Ceiling or Wall
Water appearing through a ceiling or wall usually means a pipe, fixture, or appliance above is leaking — either a supply line, drain connection, or appliance overflow.
- If the water is brown or discoloured, it may have been collecting for some time and structural assessment may be needed
- Place a bucket under the leak and pierce the drywall at the lowest visible bulge to relieve pressure and prevent ceiling collapse
- Shut off water to the floor above if you can identify the source, or shut off the main if you cannot
- Keep clear of the area if the ceiling is visibly sagging — wet drywall and plaster can fail suddenly
In strata buildings, a leak through a ceiling almost always originates from the unit or common-area plumbing above. Notify your strata manager immediately and document everything — strata insurance and unit owner insurance have different responsibilities depending on the source.
When to Call BC Hydro or FortisBC
Plumbing emergencies can intersect with gas and electrical utilities. Know when to call them first:
- Natural gas smell: Leave the building immediately. Do not operate lights, switches, or appliances. Call FortisBC at 1-800-663-9911 from outside or a neighbour's home
- Water near electrical panels or outlets: Call BC Hydro at 1-888-769-3766 and wait for safe clearance before re-entering the area
- Downed power lines from flooding: Stay far away and call BC Hydro immediately
Gas and electrical emergencies take priority. Once those are safe, a licensed plumber handles the water damage.
Frequently Asked Questions
Where is the main water shut-off in a BC home?
In most BC homes the main shut-off is near the water meter — typically in the mechanical room, crawl space, or utility closet. In condominiums it is usually inside the suite near the entry or in a utility closet. If you cannot locate it, your plumber or the municipality can help.
Should I call BC Hydro or FortisBC during a plumbing emergency?
Call FortisBC (1-800-663-9911) immediately if you smell gas — leave the building first. Call BC Hydro (1-888-769-3766) if water has reached electrical panels, outlets, or appliances. A plumber handles the water damage once the utility hazard is safe.
Does home insurance cover burst pipes in BC?
Most standard BC home insurance policies cover sudden and accidental water damage from burst pipes. Gradual leaks and maintenance failures are typically excluded. Document everything and contact your insurer promptly. Confirm your specific coverage with your broker.
What causes multiple drains to back up at once?
Multiple simultaneous drain backups typically indicate a blockage in the main sewer line, not an individual fixture. A plumber with drain-cleaning and camera inspection equipment is needed to locate and clear the obstruction.