Smell gas? Leave first. The gas steps are the first thing below; do them before anything else.
Smell gas? Do this before anything else
If you smell gas, this is not a plumbing job first. Get safe before you request a quote.
- If you can reach it safely, close the gas supply valve. Do not let this delay you.
- Do not switch anything on or off, and keep flames away.
- If it is safe, open doors and windows. Get everyone outside and stay outside.
- From outside, phone your gas supplier. If the smell is strong, or there is fire, call the City's emergency number, 021 480 7700 (107 from a landline).
- Do not use the gas again until a registered gas installer has checked it.
Water coming through right now? Do this first
Make it safe first and request a quote second. Pick the situation that matches yours.
Burst pipe (water escaping from a pipe)
- Close the property's main shut-off valve, the stopcock. The City says it is about 1.5 m from your water meter. Turn it clockwise until it stops.
- Keep clear of plug points, appliances and the distribution board if they are wet or water is near them. Switch the power off at the board only if the board, your approach and the floor you stand on are completely dry. If not, stay clear and call for emergency help.
- Take photographs of the damage only if it is safe to do so, then request a quote. Keep clear of any sagging or bulging ceiling.
Burst geyser
- If you can reach the distribution board over completely dry floor, switch off the geyser's circuit. If not, stay clear and call for emergency help.
- Close the stopcock that feeds the geyser, or the main shut-off valve if you cannot reach it.
- If you cannot reach the geyser, open a few hot taps in the house to ease the pressure. The water may still be very hot, so keep children and pets clear.
For the full steps, see our guide to a burst pipe.
What counts as an emergency?
An emergency is water or sewage that you cannot contain, and that is damaging the property or putting people at risk. A pipe that keeps running after you close the main counts. So does water coming through a ceiling, a geyser spilling hot water, or sewage backing up into the house from one of your blocked drains.
For sewage, keep people and pets away from it and avoid contact. Stop using the affected toilet or drain. The City says blocked and overflowing sewers can be dangerous to your health.
A dripping tap, a slow drain or a running toilet is different. It is annoying and it needs fixing soon, but it can wait for a regular booking. A geyser that has stopped heating is a geyser repair or replacement. A wet patch you cannot trace needs looking at, and leak detection is the job; if it is spreading, or near electrics, treat it as an emergency.
Emergency or regular plumber: which do you need?
Choose an emergency plumber when water or sewage is still causing damage or putting someone at risk. Choose a regular plumber when the problem is contained and nobody is at risk. Three factors decide it.
| Factor | Emergency plumber | Regular plumber |
|---|---|---|
| Is it still getting worse? | Yes: the water will not stop, sewage is rising, or a geyser is spilling | No: the supply is off and nothing is leaking any more |
| Is anyone at risk? | Yes: wet electrics, hot water, a sagging or bulging ceiling, or you cannot reach the valve | No: the hazards are gone and the area is safe |
| What it costs | Some plumbers charge more for urgent or after-hours work | You choose the day |
Urgency follows the damage and the hazards, not the label on the problem. If you are not sure, request a quote and tell us what you can see.
Once you are safe: request a quote and we call you back, or call 060 086 9889.
How do emergency call-out costs work?
An emergency call-out is priced from the same parts as any plumbing job: the call-out itself, time on site, parts, and how hard the problem is to reach. The time of day can add to it, because some plumbers charge more for after-hours work. Ask what the call-out covers, and ask the plumber to tell you before any change in price.
The plumber assesses the job and quotes, so no price is printed on this page. The page on what a plumber costs shows what published guides say, with each source named and dated.
What to have ready when we call back
Have these ready when we call back:
- The suburb and city, and whether it is a house, flat or complex
- What is happening: where the water is coming from and whether it is hot or cold
- What you have already shut off, such as the main stopcock or the geyser's circuit
- Photos of the damage, only if you could take them safely
- How the plumber gets in: gate codes, security, a dog, or who will be on site
Where we do this: plumber in Sea Point, plumber in Bellville, plumber in Claremont and plumber in Strand. See all plumbing services or where we work.
Questions people ask
Can an emergency wait until morning?
If the water is off, nothing leaks and no electrics, hot water or ceiling put anyone at risk, it may wait for a normal booking.
Running water that you cannot stop, sewage coming into the house, or a geyser spilling hot water should not wait. If you are not sure which one you have, request a quote and tell us what you can see.
What is Cape Town's emergency number?
The City of Cape Town's emergency number is 021 480 7700, or 107 from a landline. For water and sewer faults, call 0860 103 089.
For properties in the City of Cape Town, the City also takes water and sewer faults by SMS (31373) and on its online service request portal at capetown.gov.za/servicerequests. On the phone line, follow the prompts. These channels are for faults on the City's network, such as a burst main or a leak in the street; give the street address and ask for a reference number. A burst pipe inside your property is a job for a plumber. For a plumber in Stellenbosch, note that the municipality there is Stellenbosch Municipality, not the City of Cape Town. For a water or sewer fault, call 021 808 8215, or 021 808 8890 after hours. The City's numbers are from its own contact page.
Does it cost more at night?
Some plumbers charge more for after-hours work, and one published guide lists a premium. Ask for the rate and any after-hours charge up front.
See what a plumber costs for that guide's figure, with its source and date. Ask before the plumber starts, not when the invoice arrives.
When will the plumber arrive?
We don't promise an arrival time. It depends on the job and where you are. Ask for it and the price before you agree.
Say how urgent it is when you request a quote.
Will my insurance pay for the damage?
Check your policy. Photograph the damage only if it is safe, keep the plumber's invoice, and ask your insurer what it needs from you.
Policies differ, so we cannot say what yours covers. For the steps to take after a burst pipe, including what to keep for a claim, see the guide linked above.