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Emergency plumber in London: what to do first, and how to check who you call

Please read this first: we are an enquiry service, not an emergency call-out service. We pass enquiries to independent plumbers and cannot guarantee that anyone will respond within a set time, or at all. In an emergency, take the safety steps below and contact help directly.

Last reviewed · Written by the Zoib editorial team · Published by Web Designer Limited

Danger to life? Call 999. Smell gas or suspect carbon monoxide? Call the free, 24-hour National Gas Emergency Service on 0800 111 999. Our enquiry form is not monitored around the clock.

About this page: Plumbing Contractors London is a free enquiry service run by Web Designer Limited (trading as Zoib). We pass enquiries to independent plumbers and heating engineers; we don’t carry out the work, and we can’t guarantee that every enquiry is taken up. Figures below are quoted from the named sources with their dates; they are not our prices. More about this site.

If you smell gas

The National Gas emergency contacts page and the gas network operator SGN give the same advice:

  • Call 0800 111 999 (free, 24 hours). An adviser will log the call and send an emergency engineer.
  • Open doors and windows to ventilate.
  • Turn off the gas at the meter using the emergency control valve, if you can do so safely, and turn off gas appliances. Do not go into a cellar to reach the meter.
  • Do not smoke, use matches or naked flames, or operate electrical switches, including turning lights on or off.

The same number is used if you suspect carbon monoxide or if you or your builder hit a gas pipe. If anyone has symptoms, seek medical help. The Health and Safety Executive adds that it is illegal to use a gas appliance you suspect is unsafe: turn it off and leave it off until a Gas Safe registered engineer has checked it.

Burst pipe or serious leak

  1. Turn off the water at your inside stop tap (stop valve). Thames Water says this is the easiest and quickest way to turn off your water, and that the outside stop valve should only be used in an emergency. Inside stop taps are often under the kitchen sink, but can be under the stairs or near the front door. Find yours now, before you need it.
  2. Keep water away from electrics. If water is near sockets, lights or the consumer unit, do not touch them while wet. Switch off at the consumer unit only if you can do so safely, and get an electrician to check before switching back on.
  3. Contain the water with buckets and towels, and move valuables.
  4. Take photos of the damage and keep any receipts. Your home insurer may ask for them.
  5. Tell the right people: your landlord if you rent; the flat below and your managing agent if you live in a flat.

If the leak is in the road or pavement, it is usually on the water company’s side; Thames Water asks customers to report leaks in the road or pavement to it. Thames Water supplies most of London, but some areas have a different water supplier, so check your water bill.

Who is responsible for which pipe

Thames Water’s pipe responsibility page sets out the usual split:

  • The water company is responsible for the water mains and the communication pipe that links your supply pipe to the main.
  • You, as the homeowner, are responsible for the supply pipe from your property boundary into your home, and for all internal pipes, appliances and fittings. Once a leak on your property is confirmed, Thames Water says it is your legal responsibility to arrange repair within four weeks.
  • Shared supply pipes, common on terraced streets, are the joint responsibility of the households they serve.
  • Tenants: your landlord is responsible for fixing leaks.

Before you let an emergency plumber in

Out-of-hours work usually costs more. Pressure and panic are when people overpay or let the wrong person in. Before anyone starts:

  • Ask for the price structure in writing (a text or email is fine): call-out charge, hourly rate, minimum charge, and any out-of-hours premium.
  • Ask for the business name and address. For a limited company, you can check it on Companies House.
  • Gas work needs a Gas Safe registered engineer. Ask to see the Gas Safe ID card. The Gas Safe Register explains what to check on the front (photo, licence number, dates, business) and the back (the types of gas work they are qualified for). You can check the licence number online or on 0800 408 5500.
  • Water fittings work must meet the water fittings regulations. A WaterSafe approved plumber can certify compliance.
  • Agree the scope. In an emergency, ask for the leak to be made safe first and get a separate written quote for any larger repair, so you can compare.
  • Pay by card or bank transfer and get an itemised invoice.

After the emergency

  • Contact your home insurer about water damage and, if relevant, “trace and access” cover.
  • Arrange drying out before redecorating, and ask an electrician to check any circuits that got wet.
  • If the cause was the supply pipe, ask your water company whether it offers any help with repairs.
  • For non-urgent follow-up work, you can send us an enquiry and we’ll try to pass it to an independent plumber who covers your area. See also our page on central heating, boilers and underfloor heating.

Questions people ask

Can you send an emergency plumber now?

No. We are not an emergency service. We pass enquiries to independent plumbers when we can, but we can’t guarantee a response time, or that an enquiry will be taken up. In an emergency, turn off the water at the stop tap and contact a plumber directly. If you smell gas, call 0800 111 999.

What number do I call if I smell gas?

Call the National Gas Emergency Service on 0800 111 999. It is free and open 24 hours. Open doors and windows, turn off the gas at the meter if you can do so safely, and do not use naked flames or electrical switches.

Who pays to fix a leak on the pipe outside my house?

It depends where the leak is. Thames Water says it is responsible for the mains and the communication pipe, and the homeowner is responsible for the supply pipe from the property boundary into the home, and for internal plumbing.

Where is my stop tap?

It is often under the kitchen sink, but it can be elsewhere, such as under the stairs or near the front door. Thames Water says the inside stop valve is the easiest and quickest way to turn your water off. Find it and check it turns before you need it.

Sources

  1. National Gas – Emergency contacts
  2. SGN – What to do if you smell gas
  3. HSE – Domestic gas: frequently asked questions
  4. Thames Water – Pipe responsibility
  5. Thames Water – How to turn your water on and off
  6. Gas Safe Register – the Gas Safe ID card
  7. Gas Safe Register – frequently asked questions
  8. WaterSafe – approved plumbers register
  9. Companies House – find and update company information

Sources checked on 20 October 2026. General information only, not legal, planning, structural or financial advice.

  • Central heating and boilers
    Boilers, radiators, unvented cylinders and underfloor heating: who is allowed to do what, published 2026 costs and the certificates to keep.

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