Home Emergencies: What to Do First and Who to Call

Home emergencies rarely happen at a convenient time. Pipes tend to burst on the coldest night of the year, air conditioners quit in the middle of a heat wave, and roofs leak during the storm, not after it. In the moment, it is hard to think clearly about who to call or what to do first.

This guide is meant to be read before you need it. It covers what to do in the first few minutes of common home emergencies, which kind of professional to call, and what to ask so an urgent repair does not turn into a second problem.

First rule: safety before property

If anyone is hurt, if there is fire or smoke, or if you think there is a risk of explosion or carbon monoxide, get everyone out of the house and call 911. A carbon monoxide alarm going off is a reason to leave and call for help, not to troubleshoot. Belongings can be replaced; people cannot.

Know these before anything goes wrong

A few minutes of preparation now can save a lot of damage later. Make sure everyone in your household knows:

• Where the main water shutoff valve is and how to turn it.
• Where the electrical panel is, and which breaker is the main.
• Your gas utility's emergency phone number.
• Where your smoke and carbon monoxide alarms are, and that they work.
• The names and numbers of a plumber, an HVAC company and an electrician you would call.

Gas smell

First 10 minutes

1. Leave the house right away and take everyone with you, including pets.
2. Do not flip light switches, unplug anything, use a lighter or match, or start a car in an attached garage. Any of these can create a spark.
3. Do not try to find the leak yourself.
4. Once you are outside and a safe distance away, call your gas utility's emergency line or 911.
5. Do not go back inside until the utility or emergency responders say it is safe.

Who to call next

The gas utility or fire department comes first. Once the source is found, you may need a licensed plumber or HVAC technician, depending on whether the problem is in a gas line or an appliance like a furnace or water heater. Gas work is licensed separately in many areas, so ask about it specifically.

Burst or leaking pipe

First 10 minutes

1. Shut off the water at the main valve, or at the fixture's own shutoff if the leak is clearly limited to one spot.
2. If water is near outlets, appliances or the electrical panel, do not walk through it. Turn off power at the panel only if you can reach it without standing in water; otherwise call your electric utility.
3. Open a faucet on the lowest floor to drain water left in the pipes.
4. Move valuables out of the way and start soaking up water.
5. Take photos and video for your insurance company.

Who to call next

Call a plumber to repair the pipe. If there is a lot of water, a water damage restoration company can help dry the house to limit mold. Call your insurance company early, since many policies expect you to report damage promptly.

Electrical burning smell or sparking

First 10 minutes

1. If you see smoke or flames, get everyone out and call 911.
2. If there is no fire, and you can reach the panel safely without standing in water, switch off the breaker for that circuit or the main breaker.
3. Do not touch a sparking outlet, cord or appliance, and do not keep resetting a breaker that trips.
4. Never use water on an electrical fire.

Who to call next

Call a licensed electrician. If lines outside are down or sparking, or the problem seems to be at your meter, stay well away and call your electric utility.

No heat or no air conditioning in extreme weather

First 10 minutes

1. Check the simple things: thermostat settings and batteries, the breaker for the furnace or air conditioner, the furnace power switch, and a clogged air filter.
2. If the air conditioner's indoor coil or refrigerant line is iced over, turn cooling off and run just the fan until it thaws, then call for service.
3. In cold weather, let faucets drip and open cabinet doors under sinks on outside walls to help keep pipes from freezing.
4. Never use an oven, stove, grill, or generator to heat the house. These can produce deadly carbon monoxide indoors.
5. If the house is getting dangerously hot or cold, especially for babies, older adults or anyone with health conditions, go somewhere safer, such as a friend's home or a local warming or cooling center.

Who to call next

Call an HVAC company. Ask whether they offer same-day or after-hours service. Regular maintenance can head off many of these calls; see our seasonal HVAC maintenance checklist.

Sewage backup

First 10 minutes

1. Stop running water and flushing toilets anywhere in the house.
2. Keep children and pets away from the area, and avoid touching sewage with bare skin.
3. If sewage is near outlets or appliances, do not enter the area; turn off power only if you can do so safely.
4. Open windows for ventilation if you can.

Who to call next

Call a plumber or drain service to clear the line. If neighbors are having the same problem, the blockage may be in the public sewer, so call your city or county sewer department as well. Sewage cleanup can carry health risks, so a professional cleanup company may be the right choice. Check your homeowners policy; sewer backup is often excluded unless you have specific coverage for it.

Roof leak during a storm

First 10 minutes

1. Do not go on the roof during a storm or while it is wet.
2. Move belongings and electronics out of the way and catch drips with buckets and towels.
3. If water is coming through near a light fixture or ceiling fan, turn off that circuit at the breaker if you can do so safely.
4. Stay out from under any ceiling that is sagging or bulging with water.
5. Take photos for your insurance company.

Who to call next

Call a roofer or a general contractor for a temporary fix such as a tarp, and a permanent repair after the storm passes. Be cautious with door-to-door crews who show up right after a storm.

Questions to ask on an emergency call

Even in a hurry, a few questions can save you from a bad experience:

1. Are you licensed for this work in my area, and are you insured?
2. When can someone actually be here?
3. Do you charge an emergency or after-hours fee, and how much is it?
4. Is there a trip or diagnostic fee, and is it credited toward the repair?
5. Will you give me a price before starting work?
6. Can you make a temporary fix now and quote the permanent repair separately?

Understanding after-hours pricing

Expect to pay more for service at night, on weekends and on holidays. Companies commonly add an emergency fee, charge a higher hourly rate, or set a minimum charge. That is normal, but you should hear the terms before the technician arrives.

Sometimes the most economical choice is a temporary fix tonight, such as shutting off water to one fixture, capping a line or tarping a roof, followed by the full repair during regular hours. Ask whether that is an option. Be wary of anyone who insists a large replacement must happen immediately without explaining why it cannot wait.

Find help before you need it

The best time to choose an emergency pro is on a calm day. Look through plumbing services, HVAC and AC repair and electricians on Directory For USA, read their reviews, and save a few numbers in your phone so you know exactly who to call.