Minute one: the main
Only one thing matters in the first minute: stop new water. In many East Elmhurst houses the main sits on the cellar wall beside the meter, or behind a small door in a front utility room. A lever handle is closed when it lies crosswise to the pipe. A round wheel turns clockwise to stop.
If water is already deep in the cellar, stay out of it and call. Do not wade toward a valve with the panel and outlets nearby. In a two-family or a small building, tell the super or the owner to close the riser while you phone the plumber and us. One person on the phone, one person at the valve, and nobody in the water.
Minutes two to five: drain and check
After the main is off, open one faucet on the lowest floor and one on the top floor to drain the lines. This lowers the pressure and reduces how much water is left in the broken pipe. Do not turn on the water heater or run any hot water until the leak has been repaired.
Look at the ceiling and walls around the break. A bulging ceiling holds water and can fall. If it is sagging, stay out from under it and keep people away. A small hole poked with a screwdriver can drain it safely, but only if you can do it standing outside the wet area.
Minutes five to fifteen: power and safety
Water and electricity do not mix, and a leak that has run down a wall can reach outlets and fixtures. If the area around the panel is dry and you can reach it without stepping in water, shut off the breakers for wet rooms. If the panel is wet or you have to walk through water to reach it, leave it alone and call the utility or an electrician.
Unplug small appliances only if the floor and your hands are dry. Keep children and pets out of the wet rooms. Take a moment to check for a gas smell if a gas water heater or stove is near the water. If you smell gas, leave and call the gas utility from outside.
Minutes fifteen to thirty: photos and the calls
With the water off and the area safe, take photos and a short video of every wet room, the failed pipe and anything damaged. Do it before you move anything. Photos taken at the start help with your claim and help us scope the job.
Then make two calls at once: a plumber for the repair and a restoration crew for the water. If you wait for the plumber before you call us, the water has hours longer to soak into the drywall and floor. Our emergency water damage restoration crew can pump and open walls while the plumber works in the next room.
Minutes thirty to sixty: protect what you can
Lift rugs, cushions, shoes and electronics off the floor and onto dry surfaces. Pull furniture away from wet walls. Move artwork, papers and keepsakes to a dry room upstairs. Do not run a household vacuum on wet carpet. Do not turn on a ceiling fan or light under a wet ceiling.
If the water is clean, you can mop up small areas with towels and open a window for a few minutes if the weather allows. In winter, keep the heat on. Cold, damp materials dry slowly, and the thermostat is working for you.
What to leave for the crew
Leave the drywall alone. It is tempting to cut open a wall to see what is behind it, but a clean cut and a moisture meter tell us more. Do not throw away wet items before taking photos, and keep receipts for anything you buy to protect the house.
Tell the crew when the break happened, how long the water ran and where the shutoff is. We will read the walls and floors, remove what cannot be saved and set up dehumidifiers and air movers. For a closer look at supply line failures, see our water main and supply line break cleanup page, and read how to prevent a freeze in the first place.
Quick answers
Should I shut off power if a pipe bursts?
Only if the panel is dry and you can reach it without standing in water. Otherwise stay away and call the utility or an electrician.
Can I use a wet vac on a burst pipe flood?
For a thin film of clean water, yes. For anything deeper, or if the water might be contaminated, wait for the crew with pumps and extractors.
How long before mold starts?
Mold can begin in a day or two on wet drywall and carpet, which is why we start drying as soon as we can.
Who pays for the repair?
Your insurance may cover the resulting damage from a sudden burst. The pipe itself and the plumber's fee depend on your policy. Photos and receipts help.
