What Counts as a Plumbing Emergency?

A genuine plumbing emergency is something that’s actively causing damage or has left you without an essential service — a burst pipe, a leak you can’t stop, no heating in cold weather, sewage backing up, or a gas smell. A dripping tap or a slow-draining sink, while annoying, can almost always wait for a normal appointment.

Knowing the difference saves you money (emergency call-outs typically cost more) and helps you make a sensible decision at 11pm rather than panicking. It also helps to know that “emergency” isn’t a fixed, universal list — the same problem can be more or less urgent depending on your household, the time of year, and whether you have a backup option (a second bathroom, an electric shower, an alternative heat source).

Definitely an emergency

• Burst or badly leaking pipe — active water damage, get it stopped immediately. See our guide on what to do if a pipe bursts.
• No heating or hot water in winter — especially with children, elderly residents, or anyone vulnerable in the property.
• Sewage backing up — a health hazard that needs urgent attention, not something to leave overnight.
• Gas smell — leave the property, call the National Gas Emergency Service (0800 111 999) from outside, then arrange a Gas Safe engineer once it’s declared safe.
• Total loss of water supply — no water at all, rather than reduced pressure.

Usually NOT an emergency (but still worth booking soon)

• A dripping tap
• A slow-draining sink or bath
• A toilet that flushes slowly
• Slightly reduced water pressure
• A boiler making an odd noise but still working

These are all worth fixing — some (like a dripping tap) waste real money over time — but they don’t need a 9pm call-out. A normal appointment in the next day or two is the sensible, cheaper option.

The grey area: use your judgement

Some situations sit in between. A blocked toilet is urgent if it’s your only bathroom, but less so if you have a second one. A leak that’s slow but steady is more urgent than one that’s stopped dripping. If you’re not sure, describe the problem when you get in touch and we’ll help you judge how quickly it needs attention — we’d rather talk it through than have you either panic unnecessarily or leave something serious too long.

How genuine emergencies are actually priced

Most plumbers, us included, charge a bit more for a genuine out-of-hours emergency than a booked daytime appointment — that’s the reality of getting an engineer out at short notice, evenings, or weekends. This is exactly why it’s worth a moment’s thought before assuming everything is an emergency: a dripping tap booked in as a normal appointment costs less than the same job called in as urgent at 10pm. We’re always upfront about the cost difference before we attend, so you’re never surprised either way.

A simple way to decide

Ask yourself two questions: is anything actively getting worse the longer this goes on (water damage, no heat in freezing weather, a health risk), and do I have no reasonable way to manage without it until tomorrow? If the answer to both is yes, it’s a genuine emergency. If either answer is no, it can usually wait for a normal booking — which also tends to be easier to schedule at a convenient time for you.

What to do while you decide

1. If there’s active water flow, turn off your stop tap regardless of how urgent you think it is — it costs nothing to be cautious.
2. Take photos of the problem for reference (useful for insurance too, and for describing the issue to us).
3. Get in touch describing what’s happening — we’ll tell you honestly whether it needs a same-day visit or can be booked in normally.

Getting help in Norwich

We cover emergency plumbing across Norwich and the surrounding area — Gas Safe registered, and we’ll always give you a straight answer about how urgent your specific situation actually is. Get in touch and tell us what’s going on.