The emergency guide
What counts as a plumbing emergency?
Honest answer: a lot of the calls that come in at 2am could have waited until morning, and some that people sit on overnight couldn't. Here's how to tell which one you've got.
Is it a 2am call or a Tuesday call?
Some of what people call about at night can wait for morning. This is the board dispatch works from, so you know which kind of call you're making.
General guidance, not a diagnosis. If you're not sure which row you're in, call and ask.
- 01Water running and you can't stop itCall now
NowMain shutoff: at the meter box by the street or where the line enters the house. Turn clockwise.
WeFind the failed pipe or fitting, stop the water, repair or cap it, then check what got wet.
- 02Sewage backing up into a tub or showerCall now
NowStop running water everywhere in the house. Keep people and pets off the wet floor.
WeClear the line, run a camera to see why it backed up, and clean up at the fixture.
- 03Smell of gasLeave the house
NowCall the gas utility from outside first, then us. Don't flip switches on the way out.
WeOnce the utility says it's safe: find the leak, repair the line, pressure-test it.
- 04No hot waterTonight is fine
NowCheck the breaker or pilot once. Don't keep relighting it. We can be there first thing.
WeCheck the gas or power, pilot, thermostat and elements, then repair it or price a replacement.
- 05One slow drainBook this week
NowStop using that fixture. Skip the chemical drain opener; it makes the cabling harder and eats old pipe.
WeCable the line, then run a camera if it keeps coming back.
- 06Water heater dripping from the bottomCall now
NowShut the cold supply valve on top of the tank and the gas or breaker. A leaking tank doesn't fix itself.
WeDrain the tank, confirm where it's leaking, and price the replacement.
- 07Dripping faucet or running toiletBook this week
NowClose the little valve under the fixture if the sound bothers you. Your water bill is the only thing at risk.
WeReplace the cartridge, flapper or fill valve, or the fixture if it's worn out.
- 08Wet spot on the ceiling, not growingTonight is fine
NowPut a bucket under it and photograph it so we can see if it changed by morning.
WeTrace it to the source, open only what we have to, and repair the line.
Why this page exists
Some problems need a plumber tonight and some can wait for a weekday visit, and it's not always obvious which is which at midnight. A running toilet can wait. Water coming through a ceiling can't. This page is the same list whoever answers the phone works from, so you can make the call yourself or ask us to help you make it.
Find your main shutoff before you need it
- Start at the meter boxIt's usually near the street, at the edge of your property line, in a concrete or plastic box with a lid.
- Find where the line enters the houseFollow the line from the meter to where it comes through the foundation, that's usually where the house-side shutoff valve sits.
- Check the crawlspaceIn a lot of Matthews and Mint Hill houses, the main shutoff valve is just inside the crawlspace access, not out at the street.
- Turn it clockwise to closeRighty tighty. Turn it until it stops, don't force it past resistance.
- Test it once a yearShut it off and back on once annually so it doesn't seize up the one time you actually need it fast.
What to do while you wait
For water you can't stop, shut off the main if you know where it is and put towels down, not on the phone hunting for a number. For sewage backing up, stay off that drain entirely and keep kids and pets away from it until the camera's been down the line. For a gas smell, leave the house first, call the gas utility from outside, and call us after that, don't touch a switch or a lighter on your way out.
A water heater leaking from the bottom usually means the tank itself has failed, shut off the water supply to it and the gas or breaker if you can do that safely. A frozen pipe in a cold snap needs the water shut off at the main before it thaws and starts spraying, not a hair dryer and hope. A failed sump pump in a storm means watch the water level and move anything on the basement floor up off it while you wait.
Don't do these while you wait
- Don't pour chemical drain opener down a backed-up line, it can make the camera inspection harder and it's rough on older clay tile and cast iron
- Don't keep relighting a pilot light that won't stay lit, that's usually telling you something's actually wrong
- Don't run the garbage disposal trying to force a backup through, that just pushes the clog further down the line
- Don't ignore a warm spot on a slab floor, it's one of the more reliable early signs of a slab leak and it doesn't fix itself
A lot of the calls that come in at midnight are running toilets. The rest are the real thing. This list is how we tell them apart on the phone.
Union Plumbing Co. office · Sample
Questions people ask before they call
Does it cost more to call at night for an emergency?
Ask when you call. Whoever answers can tell you how a night visit is priced before a plumber heads your way. Either way, call based on what's actually happening at your house, not the time on the clock: water you can't stop or sewage coming up won't wait for morning.
I smell gas, what do I do first?
Leave the house immediately, don't flip a light switch on your way out. Call the gas utility from outside, then call us. Gas smell is the one item on this list where the order of calls matters more than getting a plumber there fast.
My water heater is leaking a little from the bottom, can that wait until morning?
No, call now. A water heater leaking from the bottom usually means the tank has failed internally, and it typically gets worse quickly, not slowly. Shut off the water supply and the power or gas to it if you can do that safely while you wait.
Is a running toilet actually an emergency?
No, it can be booked for this week. It's wasting water, and it's worth fixing, but it's not going to flood your house or back up your sewer line overnight. That's the difference between call now and tonight is fine.