We run an urgent repair line, which means we've heard about genuine disasters and also a cabinet door that came off its hinge. So here's the honest guide, from the people who answer the phone.
Call right away
Water you can't stop. Burst pipe, failed water heater tank, supply line spraying under the sink. First move is always the same: main water shut-off, then call. Every minute of flowing water is drywall, flooring and insurance paperwork.
Anything electrical that's hot, buzzing or burning. A warm outlet, a breaker that trips instantly when reset, any burning smell you can't find the source of. Kill the breaker and call a licensed electrician right away — electrical fires don't reschedule.
No heat in a real cold snap. Not "the bedroom is chilly" — no heat, temperatures well below freezing, pipes at risk. This compounds fast because frozen pipes turn one emergency into two.
You can't secure the property. A broken entry door, smashed lock or window that will not close after a break-in attempt needs urgent attention. Call our 24/7 emergency line about door and lock repair. We will confirm whether service is available and provide an expected response window; immediate arrival is not guaranteed.
Sewage coming up. Any drain backing up with sewage means stop using water and call. This one also has a health dimension the others don't.
Real problem — but morning is fine
A roof leak contained in a bucket, a running toilet, a dead outlet that is not warm, one clogged drain when the others work, or a dishwasher leak caught early and shut off still deserves attention. Most fall under scheduled plumbing repairs or maintenance. Call to confirm the next available appointment; use the emergency line if conditions become unsafe or property damage is actively worsening.
The landlord version
If you own rentals, your tenants define emergencies differently than the Residential Tenancies Act does. Our rule of thumb for landlord clients across the GTA: anything involving water-you-can't-stop, no heat in winter, no working locks or electrical hazards, treat as an emergency and dispatch someone — the liability math says so. Everything else goes on the punch list.
The one thing to do today
Go find your main water shut-off valve and turn it once so you know it moves. When something does burst, knowing where that valve is makes a huge difference to how much damage you end up with.
Genuine emergency? Call (365) 360-1416 any time, 24/7. We will confirm whether service is available and provide an expected response window on the phone; calling does not guarantee immediate arrival.
Need this handled at your property?
Scheduled appointments and urgent response timing are confirmed by phone.
