A plumbing emergency is anything that risks damage to the property, health or safety if it is left: a burst pipe, a leak you cannot stop, water coming through a ceiling, no heating or hot water in winter where someone vulnerable is at home, an overflowing tank or cylinder, or a toilet that cannot be used when it is the only one. A gas smell is always an emergency, but the first call is the gas emergency number, not a plumber.
Many other problems feel urgent but can safely wait for normal hours once you have taken a sensible first step, such as a dripping tap, a slow drain or a radiator that will not heat.
Call now
- A burst or split pipe spraying or pouring water
- A leak that continues after you have closed the stop tap
- Water coming through a ceiling or near electrics
- No heating in cold weather with elderly people, young children or someone unwell at home
- A leaking or overflowing hot water cylinder or cold water tank
- Your only toilet blocked or overflowing
- A frozen pipe that has started leaking as it thaws
Gas smell: a different first call
If you smell gas, get everyone out, do not use light switches or anything that could spark, open windows if you can do so on the way out, and turn off the gas at the meter if it is safe. Then call the national gas emergency number. They make the supply safe; a Gas Safe registered engineer then repairs the appliance or pipework.
Can usually wait for office hours
Waiting until the morning is often cheaper and gives you more choice about when the work is done. Our office hours are Monday to Friday 8am to 5pm and Saturday 8am to 2pm.
- A dripping tap or a toilet that keeps running
- A slow sink or bath drain with no backing up
- One cold radiator while the rest of the house is warm
- Boiler pressure a little low that tops up and holds
- Quotes for boilers, heat pumps or bathrooms
- An annual service that is due
What to do while you wait
For any water leak, close the stop tap first. It is usually under the kitchen sink, but in older Borders houses it can be in a cellar, a cupboard by the front door or under the stairs. Turn off the boiler and any immersion heater if the hot water side is affected, and switch off electrics at the consumer unit if water is near sockets or light fittings and it is safe to reach. Open taps to drain the system down, move valuables away from the water and take photos for your insurer.
For a boiler that has stopped, check the display for a fault code, check the pressure gauge and make sure the gas or oil supply is on. A single reset is reasonable; repeated resets are not. Our guides on burst pipes and turning off your water cover these steps in more detail.
When you call
Say what has happened, whether you have been able to stop the water, and whether anyone vulnerable is in the house. Our 24/7 line on 07747 002334 is answered locally rather than by a national call centre, and it is reserved for genuine emergencies rather than routine work.
Frequently asked questions
- Is no hot water an emergency?
- It depends on the household. For most people it can wait for office hours if heating is working. With someone vulnerable at home or no heating either in winter, treat it as urgent.
- Is a leaking radiator an emergency?
- A slow weep can usually wait if you put a container under it and keep an eye on the boiler pressure. A leak you cannot contain, or one near electrics, needs attention now.
- Should I call a plumber if I smell gas?
- Call the national gas emergency number first. They make the supply safe; an engineer then repairs the fault.
- What if I cannot find my stop tap?
- Check under the kitchen sink, near where the supply enters the house, under the stairs and in any cellar. There may also be an outside stop tap under a small cover near the boundary.
- Is your 24/7 line for routine jobs?
- No. Outside office hours the 24/7 line covers genuine emergencies rather than routine jobs such as quotes or annual servicing.
Is it an emergency right now?
Close the stop tap first, then call our 24/7 line on 07747 002334.