During a plumbing emergency, it is easy to focus on the water and forget the details someone needs to understand the request.
You do not need to diagnose the problem yourself. You do need to describe what you can see, hear, smell, and safely observe.
1. The Exact Property Location
Provide the street address and any details needed to find the property, unit, building, or entrance. For apartments, commercial properties, and gated communities, include access information when appropriate.
2. The Best Callback Number
Use a number that can be answered. If someone else is at the property, explain who should be contacted and who can provide access.
3. What Is Happening Right Now
Use direct language:
- Water is spraying from a pipe under the sink
- The toilet is overflowing and will not stop
- Several drains are backing up
- The water heater is leaking from underneath
- There is a wet spot growing on the ceiling
You do not need to know the technical name of the failed part.
4. Whether the Water Is Shut Off
Say whether you shut off a fixture valve, the main water supply, or nothing yet. Do not claim the water is off unless you are sure the flow has stopped.
5. Whether the Problem Is Getting Worse
Explain whether water is spreading, a backup is rising, a ceiling is sagging, or the problem changes when another fixture is used.
6. Any Electrical, Gas, or Sewage Concerns
Mention standing water near electrical equipment, a gas odor, sewage, or any condition that makes the area unsafe.
Do not enter a hazardous area just to gather more information.
7. Which Fixtures Are Affected
For drain and sewer problems, list all affected fixtures. For leaks, explain what is above, below, or next to the wet area when you know.
8. When You First Noticed the Problem
Include whether the issue started suddenly, has been getting worse for several days, or has happened before.
9. Photos When the Intake Process Allows Them
A clear photo can help show the affected fixture, visible leak, water heater, damaged pipe, or wet area. Do not delay emergency steps or enter an unsafe area to take a picture.
What You Do Not Need to Know
You do not need to know the pipe material, exact sewer depth, model number of every fixture, or the correct repair method before asking for help.
The most useful request is honest, specific, and focused on what is happening now.
A Simple Emergency Request Example
“A pipe under the kitchen sink is leaking heavily. I shut off the valve under the sink and the water has slowed. The cabinet and floor are wet. The property is in Atlanta and the best callback number is 555-555-5555.”
That gives the location, problem, current condition, action already taken, and contact information without pretending to diagnose the repair.
Tell us what is happening and where the property is located.
Use the request form or call to explain the plumbing problem.
