When a supply line bursts, the first hour decides how far the water spreads. Close the main shut-off, cut power to wet outlets and the panel only if it is dry and reachable, photograph the damage and call for extraction. The main shut-off is the step that stops new water from entering the house.
Key takeaways
- Close the main shut-off first. It stops new water from entering the house, and the water already in the lines drains out slowly.
- Cut power to wet outlets and switches. If the breaker panel is wet, leave it alone and call the power company.
- Photograph the water, the wet line and the source before anything is moved or mopped up.
- Call for extraction and tell the call taker the rooms affected and whether the water is still running.
- Do not restore water to the house until a plumber has repaired the line and confirmed the repair.
Where is the main shut-off, and what if it will not turn?
The main shut-off is usually where the water line enters the house, often in a cellar, a utility closet or near the meter. Turn it clockwise until it stops. If it will not turn, call the water utility to shut off service at the curb.
Look where the main line comes into the building, along the wall of a cellar or in a utility closet. A valve with a handle or a wheel is the main shut-off in most houses. Turn it clockwise until it stops, and do not force a valve that is stiff or corroded, because forcing it can break it.
If the main will not close, the water utility can shut off service at the curb. Once the main is closed, open a low faucet to let the pressure drop, and leave it open until the flow has stopped.
What do I do about the electricity?
Turn off power to wet outlets and switches at the breaker if the panel is dry and you can reach it safely. Do not touch an outlet, a cord or the panel while standing in water. If the panel is wet, call the power company and wait for it to shut power off to the area.
Water on a floor can carry current from an outlet or a cord, so the first rule is to stay out of standing water. Do not walk through it to reach the panel, and do not unplug an appliance that is standing in it.
If the breaker panel is dry and you can reach it without stepping in water, switch off the circuits that serve the wet room. Once the room is dry and an electrician has checked it, power can be restored. The electrician, not the owner, decides that.
What do I photograph, and in what order?
Photograph the water on the floor, the wet line on the walls, the source of the leak and each room the water reached, before you move anything or mop up. Date the photographs and keep the originals.
Start with a wide shot of the room, then move to the source, such as the split line, the fitting or the hose. Close shots of the damage on the floor and the wall help the adjuster see what was wet.
Note the time you found the water and the time you closed the main. A note with the times, next to the photographs, shows the insurer that you acted promptly. Those two times often matter more than anything else in the claim.
What do I tell the call taker?
Tell the call taker where the water is, which rooms are wet, whether the water is still running, whether the main is closed and whether the water has reached an outlet or the electrical panel. Those answers help plan the first visit.
A crew is dispatched as fast as one is available, and phones are answered 24/7. No arrival time is promised, so the steps you take while you wait matter. The call taker can tell you what to do until the crew arrives.
Say whether anyone has been in the water and whether anyone has a medical concern. Keep children and pets out of the wet area, and keep your own feet out of standing water.
What do I do while I wait for the crew?
Move valuables and electronics up and out of the water, cover furniture that is in reach, place towels or buckets where water is dripping, and keep out of the wet area. Do not use a household vacuum on standing water.
Move small items off the floor and out of the wet area, and put them somewhere dry. Photograph each item before you move it, if you can do so safely. Keep a short list of what was moved.
A household vacuum is not designed for water and can be a shock hazard. Wait for a crew with the right equipment, and do not try to extract a large volume of water yourself.
When can the water be turned back on?
Turn the water back on only after a plumber has repaired the line and confirmed the repair. Then open the taps one at a time, check each joint for drips and watch the meter.
Ask the plumber to confirm the repair in writing, and to say where the line failed. That note belongs with the restoration record and the claim file.
After the main is opened again, check the meter with every fixture off. If it still turns, close the main and call the plumber back before anything else is run.
What is the insurance side of the first hour?
The first hour's record, including the time the water was found, the time the main was closed and the photographs, is the start of the claim file. The insurer decides the claim under the policy, and this guide does not state coverage, limits or deadlines.
Write down what happened in the first hour while you still remember it. Include the names of anyone who visited, the calls you made and the times. A written note made close to the event is more useful to an adjuster than one written weeks later.
Keep the photographs, the invoices and the crew's readings together. If a sudden failure is treated differently from long-term leakage under your policy, the first hour's record helps show which one this was.
Why does a split line often wet more than the visible floor?
Water from a split line runs under the floor, behind the cabinets and into the wall cavity, and the visible puddle is only the part that reached the surface. The crew reads the rest, because the hidden water keeps the framing wet long after the floor looks dry.
Water finds the lowest route, which may be a gap between the floor and the baseboard, a joist channel or the space behind a cabinet. A puddle that is a few feet across can hide a wet area several times larger under the floor and inside the wall.
That is why the first hour's photographs and the call's details matter. They tell the crew where to look first, and they give the insurer a record of the visible damage before the hidden damage is found.
What should I expect when the crew arrives?
The crew checks the power and the building first, then pumps and vacuums the water, reads the wet materials and sets the drying equipment. The first visit ends with a written scope and the first readings.
Expect the technician to ask where the leak was, when it started, and which rooms and fixtures were affected. Expect the crew to check the outlets and the panel before entering the wet area, and to keep you out of standing water until it is safe.
Expect the first visit to be busy. The crew removes water and records readings at the same time. You will be shown the map of the wet area and the scope before work goes further, and you can ask questions about each step.
What should I do with the water in the lines after the main is closed?
The water already in the pipes drains slowly after the main is closed. Open a low faucet to let it out and to lower the pressure, and leave the faucet open until the flow stops. Then leave the main closed until a plumber has repaired the line.
Open the lowest faucet in the house, such as a basement tap or an outdoor hose bib, to let the water in the lines run out. Keep the faucet open until the flow has stopped, and close it only when the pressure has dropped. This prevents water from continuing to flow into the house after the main is closed.
Do not run water through the house while the leak is unrepaired. Each tap you open risks adding water to the wet area. Wait until the plumber has repaired the line and confirmed the repair before the water is restored.
Frequently asked questions
What if I cannot find the main shut-off?
Call the water utility and ask it to shut off service at the curb. Tell the call taker at the same time that you have a running leak, so the crew can plan the visit.
Should I turn off the electricity to the whole house?
Only if you cannot isolate the wet area and the panel is dry and reachable. Otherwise, leave the panel alone and call the power company.
Can I mop up the water while I wait?
Removing a small amount of clean water from a hard floor is reasonable. Do not mop up water in a room with electrical outlets or wet cords, and do not extract a large volume without the right equipment.
How long will the crew take to get here?
A crew is dispatched as fast as one is available. This guide does not promise an arrival time, and phones are answered 24/7.
Do I need to call the plumber before the crew?
No. Call the crew first so the water is stopped and removed, and call the plumber for the repair. The two jobs run in order, with the water removal first.
Is the water safe to drink after a split line?
Run the cold tap until it runs clear before using it for drinking or cooking. If the water still looks wrong, contact the water utility.
Should I stay at home while the crew works?
You can stay in rooms the crew has cleared. Keep out of the wet area, and follow the crew's instructions about the power and the equipment.
This guide is general information for Schenectady County homeowners, not a substitute for an on-site inspection. Prices are estimates. See our disclaimer.