Before you book
What you need to know.
- Active flooding, sewage entering the property and water near electrical equipment need urgent attention.
- Stop using fixtures connected to an overflowing drain. Repeated flushing adds more water to the problem.
- A safe temporary repair may restore service before a separate permanent repair is completed.
- Have the address, access details and someone who can approve the work ready when you call.
On this page
Decide what needs immediate attention.
The urgency depends on what the fault is doing to the property. A small drip contained in a basin is different from water escaping behind a wall. Tell the plumber whether the flow is continuing, whether anyone's at risk and whether essential facilities are still usable.
Loss of hot water also needs context. A household without hot water needs help, but a unit actively flooding a cupboard needs a different response. Mention vulnerable occupants or a business that can't operate without its plumbing so the practical impact is clear.
Scroll sideways to read every column.
| Problem | Detail that changes the response | Useful immediate action |
|---|---|---|
| Burst water pipe | Ongoing flow, ceiling damage or water near electrics | Keep people clear and call directly. |
| Overflowing sewer or toilet | Affected fixtures and where sewage is escaping | Stop using connected fixtures. |
| Leaking hot water unit | Water from a connection, discharge pipe or beneath the unit | Keep clear of hot water and electrical parts. |
| No working toilet | Whether another toilet is usable | Explain that essential facilities are unavailable. |
| Small contained leak | Whether it can stay contained safely | Discuss a normal-hours appointment. |
Limit further damage without taking risks.
If you already know where the property's water isolation tap is and can reach it safely, shutting off the water may limit a burst-pipe leak. Don't enter a flooded space, force a seized valve or handle unfamiliar equipment to find it. Tell the plumber whether the water has been isolated.
Keep clear of a sagging ceiling, wet light fitting or flooded electrical appliance. Don't touch electrical equipment while standing in water. For immediate danger, call 000. Unsafe electrical installations and damaged building materials can need separate attention alongside the plumbing repair.
Give a clear description before the visit.
Start with the address, then the symptom: 'water is coming through the laundry ceiling' tells more than a guessed diagnosis. Describe what you've actually seen. If the fault happens when a particular fixture runs, mention that without running it again to demonstrate an overflow.
Useful history includes a recent renovation, a previously repaired pipe, recurring blockages or a hot water unit that has been leaking. A photograph from a safe place can show access or the location. There's no need to dismantle anything for a better picture.
- Best callback number and the person meeting the plumber
- Whether water is still flowing or has been isolated
- Any visible electrical, ceiling or contamination hazard
- Location of the unit, drain or leaking pipe
- Parking, locked gates, keys and access restrictions
What the emergency visit needs to achieve.
The first priority is to establish the fault and control the immediate problem. Access determines whether a damaged pipe can be repaired during the visit or whether isolation and a planned return are needed. A concealed leak may need investigation before the full repair can be priced.
For a blocked sewer, restoring flow can make the property usable again. Damaged pipework discovered during clearing is a separate decision. You should understand what's been made safe, what's working and what remains unresolved before the visit is concluded.
Assess the immediate problem
Confirm the affected service, access and hazards before deciding how to proceed.
Explain the proposed work
Separate urgent stabilisation from additional investigation or a permanent repair.
Complete the agreed repair or isolation
Address the work that can safely be completed within the authorised scope.
Check operation and explain follow-up
Identify restrictions on use, remaining faults and any required return work.
Understand emergency plumbing charges.
Ask about attendance charges and any after-hours rate when booking. The total also depends on access, investigation time, replacement parts and the work needed to restore service. An exposed fitting repair has a different scope from a concealed burst pipe or sewer requiring camera investigation.
If further work becomes necessary, ask for the revised scope before authorising it. Keep the invoice and findings for your property records. The assessment, immediate repair and follow-up work should be distinguishable so you can understand what each charge covers.
Urgent work in strata and commercial properties.
In a unit block, a problem appearing in your bathroom may involve shared pipework or an apartment above. Provide the unit number, manager's contact and affected neighbouring units. Explain who can approve work and whether plant rooms or communal isolation points are locked.
For commercial premises, describe the facilities needed to operate and when an interruption would affect customers or staff. Scott & Sons also handles planned strata and commercial plumbing, so follow-up investigation can be scoped once the emergency is controlled.