The Most Common Plumbing Emergencies (and How to Handle Them on the Phone)

Water does a lot of damage, fast. According to the Insurance Information Institute, from 2019 to 2023:

• About 1 in 67 insured homes filed a claim for water damage or freezing each year.
• The average claim was about $15,400.
• Water and freezing made up about 22.6% of all home insurance claims.

Every minute a pipe leaks, that bill gets bigger. That is why the way you handle the first phone call matters so much. The right advice in the first 60 seconds can save the homeowner thousands, and makes them trust you before you even arrive.

• Burst or frozen pipe. Water spraying or pouring out. Tell the caller to shut off the main water valve right away. If water is near outlets or the electrical panel, stay away from it.
• Sewer backup. Sewage coming up through floor drains, tubs, or toilets. Stop using all water in the house. Keep people and pets away from it.
• Overflowing toilet that will not stop. Turn off the small valve behind the toilet. Lift the tank lid and raise the float to stop the water.
• Leaking water heater. Turn off the cold water supply to the tank and turn off the power (electric) or set the gas control to “off” or “pilot.”
• Major leak under a sink or in a wall. Shut off the fixture valve or the main. Move valuables away from the water.
• Gas smell near a gas appliance or line. This is a safety emergency. Tell the caller to leave the home right away, not to flip any switches, and to call 911 or the gas utility from outside.

A simple script anyone on your team can follow:

1. “Is anyone in danger, or do you smell gas?” (If yes, get out and call 911.)
2. “Where is the water coming from, and is it still running?”
3. “Do you know where your main water shut-off valve is?” (Walk them through it.)
4. “Is water near any outlets, appliances, or the electrical panel?”
5. “What is your address and the best number to reach you?”
6. “A plumber will call you back within [time]. Here is what to do until then.”

Tip: tell every new customer where their main shut-off valve is during your first visit. It turns a future emergency into a much smaller one.

A dripping faucet or a toilet that runs now and then is not an emergency. But it is still a job worth booking. The US EPA says that household leaks waste more than 1 trillion gallons of water a year across the country, and 10% of homes have leaks that waste 90 gallons or more every day.

These callers are not panicking, so they are happy to book a time that suits you. Just make sure someone answers. If they get voicemail, they will simply call the next plumber.

Angi's 2025 State of Home Spending report found US homeowners spent an average of $1,143 on emergency home projects, up from $978 the year before. Homeowners know emergencies are expensive. What upsets them is surprise.

Tell callers your after-hours or emergency fee on the phone, before you send anyone. It filters out people who can wait until morning, and it prevents angry reviews later.

Mercvox answers every call in under one second, day or night. When a caller mentions a burst pipe, flooding, sewage, or a gas smell, it treats the call as an emergency and alerts you right away. Routine calls like dripping faucets are booked straight into your calendar.

You can see how this works for plumbers on our plumbing page.

• Insurance Information Institute — Facts + Statistics: Homeowners and renters insurance
• US EPA WaterSense — Fix a Leak Week
• Angi — 2025 State of Home Spending Report