What counts as a plumbing emergency?

Anything actively putting water where it should not be, or taking away something you cannot do without. A burst or leaking pipe, a sewage backup, no water at all, or a water heater dumping its tank are all emergencies. A slow drip, a running toilet, or a single slow drain usually is not, and waiting for a normal weekday appointment will cost you less than an after-hours call-out.

Who do I call if there is no water on my whole street?

The City, not a plumber. Call 3-1-1. The City of Ottawa is responsible for the water main and its side of the service connection, so a break in the street, a loss of supply affecting several houses, or water surfacing on the road or boulevard is theirs to deal with. Calling a plumber for that means paying an after-hours visit for someone to tell you the same thing.

Can I get help paying for a backwater valve in Ottawa?

Possibly. The City of Ottawa runs the Residential Protective Plumbing Program, which offers eligible homeowners financial assistance toward backwater valves and sump pumps to guard against sewer backups. Eligibility rules and amounts change, so check the current terms directly with the City before committing to the work, and do it before you need it rather than after a backup.

How do I find the main water shut-off in my house?

Look in the basement on the wall facing the street, near where the service pipe comes through and usually close to the water meter. It is either a quarter-turn lever or a round handle you turn clockwise. Find it and test that it turns before you ever need it, because a valve that has not been moved in decades is exactly the one that seizes in an emergency.

Are plumbers licensed in Ontario?

Yes. Plumbing is a compulsory trade in Ontario, which means a plumber working on your system should hold a Certificate of Qualification. That makes licensing a reasonable thing to ask about, and it matters more than usual when you are hiring in a hurry from whoever answers the phone at 2am.

Guide

Emergency plumber in Ottawa: what to do in the first ten minutes

Aug 6, 2026 · Ottawa Service Directory · 6 min read

Before you call anyone, shut the water off. Here is where the valve usually is in an Ottawa home, which problems are the City's to fix rather than yours, and what to ask an after-hours plumber.

A burst supply line can put a lot of water into a basement while you are looking up phone numbers. The order that matters is: stop the water, work out whether the problem is even yours to fix, then call.

First, shut the water off

In most Ottawa houses the main shut-off is in the basement on the wall facing the street, close to where the service pipe enters and usually within arm's reach of the water meter. It is either a lever you turn a quarter-turn, or a round handle you turn clockwise until it stops. Find it now, while nothing is wrong, and make sure it actually turns; a valve that has not moved in twenty years is the one that seizes when you need it.

If the leak is at one fixture rather than in the wall, there is usually a smaller shut-off under the sink or behind the toilet. Use that one and you keep water everywhere else in the house.

Then work out whose problem it is

Not every water emergency is a plumber's job, and calling the wrong one costs you an after-hours visit for nothing. As a rule, the City of Ottawa looks after the water main in the street and its side of the service; the property owner looks after the pipes on private property. A water main break, no water on the whole street, or a problem at the City's shut-off is a 3-1-1 call, not a plumber call.

No water anywhere, and neighbours have none either: call 3-1-1.
Water bubbling up in the street or on the boulevard: call 3-1-1.
A leak, backup or burst pipe inside the house or on your side of the line: that is yours, call a plumber.

Sewer backups, and the City program most people miss

A sewer backup is the one worth knowing about in advance, because Ottawa runs a program that helps pay to prevent it. The Residential Protective Plumbing Program offers eligible homeowners financial help toward installing backwater valves and sump pumps, which are the two devices that stop a surcharging sewer from coming up through your basement drain.

Eligibility, the amounts and the application steps change, so confirm the current terms with the City rather than with a contractor quoting the work. It is worth checking before an emergency rather than after one.

What to ask an after-hours plumber

After-hours work is priced differently from a booked weekday appointment, and the difference is usually a call-out charge on top of the labour rate. Ask about both before they get in the van, not after.

Is there a call-out or trip fee, and is it charged separately from the hourly rate?
What is the after-hours rate, and when does it start and stop?
Is the first hour a minimum charge?
Are they licensed and insured, and will you get an itemized invoice?
If parts are needed overnight, what happens to the price?

Ontario licenses plumbers as a compulsory trade, so a plumber working on your system should hold a Certificate of Qualification. That is a fair thing to ask for, especially from a company you found in a hurry.

Winter, which is when most of this happens

Ottawa's cold snaps are when supply lines let go, and the pipes that freeze are the ones in unheated spaces: crawl spaces, garages, exterior walls, and anywhere a basement is drafty. If a tap suddenly runs to a trickle in January, treat it as a frozen line and not a water pressure problem, because a frozen pipe that splits does not leak until it thaws.

The businesses listed here are a starting point. Confirm licensing, insurance and the after-hours rate directly with the company before you agree to a visit.

Common questions

What counts as a plumbing emergency?: Anything actively putting water where it should not be, or taking away something you cannot do without. A burst or leaking pipe, a sewage backup, no water at all, or a water heater dumping its tank are all emergencies. A slow drip, a running toilet, or a single slow drain usually is not, and waiting for a normal weekday appointment will cost you less than an after-hours call-out.
Who do I call if there is no water on my whole street?: The City, not a plumber. Call 3-1-1. The City of Ottawa is responsible for the water main and its side of the service connection, so a break in the street, a loss of supply affecting several houses, or water surfacing on the road or boulevard is theirs to deal with. Calling a plumber for that means paying an after-hours visit for someone to tell you the same thing.
Can I get help paying for a backwater valve in Ottawa?: Possibly. The City of Ottawa runs the Residential Protective Plumbing Program, which offers eligible homeowners financial assistance toward backwater valves and sump pumps to guard against sewer backups. Eligibility rules and amounts change, so check the current terms directly with the City before committing to the work, and do it before you need it rather than after a backup.
How do I find the main water shut-off in my house?: Look in the basement on the wall facing the street, near where the service pipe comes through and usually close to the water meter. It is either a quarter-turn lever or a round handle you turn clockwise. Find it and test that it turns before you ever need it, because a valve that has not been moved in decades is exactly the one that seizes in an emergency.
Are plumbers licensed in Ontario?: Yes. Plumbing is a compulsory trade in Ontario, which means a plumber working on your system should hold a Certificate of Qualification. That makes licensing a reasonable thing to ask about, and it matters more than usual when you are hiring in a hurry from whoever answers the phone at 2am.

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