A burst pipe is one of the most stressful home emergencies because it typically comes without warning and releases water fast. Here's a step-by-step response guide.
Immediately: shut off the main water supply
This is the single most important action you can take in the first 60 seconds. Find your main water shutoff — usually near the water meter, typically in a crawl space, basement, or utility area — and turn it off. In many Metro Vancouver homes it's a gate valve that requires multiple turns, or a ball valve that requires a quarter-turn.
If you don't know where your main shutoff is, find it today — not during an emergency.
Shutting off the main supply stops the flow. After that, open a tap on the lowest floor to drain pressure from the lines, which reduces further seepage.
Call for emergency water damage response
Call us while you're doing the next steps. We can sometimes advise over the phone, and faster dispatch means faster extraction, which means significantly less structural damage.
Document before touching anything
Take photos and video of the water extent, the source if visible, any visible damage to walls and flooring, and affected belongings. Do this before you move anything or start any cleanup. Your insurer needs documentation of conditions as they were found.
Protect irreplaceable items if it's safe
Electronics, documents, photographs — move what you can to a dry area if it's safe to be in the space. Don't wade into standing water if there are electrical hazards. Be careful of slipping on wet floors.
Report to your insurer
Call your insurance company the same day to report the event. Describe the cause (burst pipe), what's affected, and that you've engaged a restoration crew. The sooner the claim is open, the better.
What to expect from our crew
When we arrive: moisture assessment first, then extraction. We map the full extent of water penetration with thermal imaging and moisture meters before touching the equipment. Extraction begins immediately after assessment. Drying equipment goes in after extraction.
Frozen pipes specifically
If you're dealing with a frozen pipe that hasn't yet burst: don't use an open flame to thaw it. Use a hair dryer or heating pad, working from the nearest open tap toward the frozen section. Open the tap so that steam and water can escape as the ice thaws. Never thaw a pipe that you can't access from the outside (inside a wall) — those need a licensed plumber.
If the pipe has already burst, you're past the frozen stage. The priority shifts entirely to limiting water damage.
Published by the Surrey Water Damage Restoration Co. Team · Serving Surrey and Metro Vancouver, BC