Emergency plumbing in Ottawa: make it safe, then send the work order
Close the main shut-off, keep away from water near outlets, and send one work order. We pass it to one independent Ottawa plumbing company, and it calls you about the job.
In short
- 01The City of Ottawa says the building shut-off valve is usually in the basement, where the water service enters the home.
- 02Sewage coming up through a floor drain: call 3-1-1. City staff check the sewer main near your home.
- 03Water near outlets or a baseboard heater: call Hydro Ottawa. Water near a gas furnace or water heater: call Enbridge Gas.
- 04Ottawa homeowners reported $100–$800 to fix a leak; a broken water main ran $3,250–$15,000 (HomeStars Ottawa).
Typical ranges
Source HomeStars, Plumbing Services Cost Guide for Ottawa, updated 21.08.2026, seen 29.10.2026. HomeStars, How Much Does Plumbing Cost?, Canada-wide, seen 29.10.2026. After-hours policy: Mr. Rooter Plumbing of Ottawa, plumber cost blog, published 03.01.2026, seen 29.10.2026 (one firm). Safety steps: City of Ottawa, What to do if your basement has flooded and Water meter FAQs, seen 29.10.2026. Gas: Enbridge Gas, smell gas, seen 29.10.2026.
What to ask before you book
- Q1What do you charge for a visit outside business hours, and is that on top of the repair?
- Q2Is the price for the first hour fixed, and what is the rate after it?
- Q3Can you stop the water today and come back for the full repair, and how is each visit billed?
- Q4If the blockage turns out to be under the street, do you stop and tell me to call 3-1-1?
- Q5Will you put the price and the work in writing before you start?
Before the visit
- Find the main shut-off now: usually in the basement where the water pipe comes through the wall or floor, near the water meter
- Clear the floor around the shut-off, the water heater and any clean-out cap in the basement floor
- Photos of the water and where it comes from, before you move anything
- Your insurer's claim line, and receipts for any emergency work
- Who will be home to let the plumber in, with a phone number
Make it safe first
These are the steps the City of Ottawa and Enbridge Gas give homeowners. They keep you safe until the plumber arrives; the repair is the plumber’s job.
- Stop the water. The City says the building shut-off valve is usually where the water service enters the home, in most houses in the basement. Turning it off stops all water to the house. If it is stuck or broken, call 3-1-1 and the City can shut the water at the street, for a fee.
- Keep away from electricity. If water has reached a plug, outlet, extension cord or baseboard heater, stay out and call Hydro Ottawa.
- Gas equipment. If flood water threatens a gas furnace, water heater or stove, call Enbridge Gas. If you smell gas, leave first and call from outside.
- Sewage. Basement flood water can carry sewage. The City advises rubber boots, gloves, safety glasses and a mask for any contact, and a full wash after.
Your problem, or the City’s?
A backup through a floor drain has one of two sources: the sewer main under the street, or the pipe from your house to it. Call 3-1-1 to report basement flooding. City staff inspect the sewer main near your home, and if the problem is there, the City fixes it.
The pipe from your house to the street, the lateral, is split. The City of Ottawa owns the part from the property line to the street; the homeowner owns the part from the property line to the house. If a plumber finds the blockage on the City side, or caused by roots from a City-owned tree, the City covers the repair and can reimburse what you paid, up to its own contractor’s usual price. Claims go to the City’s Claims Unit.
What to put in an emergency work order
Short and specific helps the company decide who to send and what to bring:
- What is happening right now: “pipe burst in the ceiling, water off at the main”, “sewage in the floor drain, still rising”.
- If the water is off, and if the main shut-off closed.
- Which floor and room, and if the space is finished.
- Whether water reached outlets or gas appliances, and who you have already called.
Pick Today on the form. The company tells you on the call when it can come.
Insurance and the paper trail
The City recommends contacting your insurer. Photograph the damage and the items you will throw out, and keep every receipt for emergency work and replacements. If you believe the City’s sewer caused the flood, your insurer usually files the claim with the City for you.
Who you are dealing with
Ottawa Plumbing Desk takes your work order and passes it to one independent Ottawa plumbing company. That company calls you, tells you what it can do and when, and does the work. Emergency services for gas or electricity are Enbridge Gas, Hydro Ottawa and 911.
Questions
01My main shut-off valve will not turn. What now?
The City of Ottawa can turn off water at the street. Call 3-1-1. The City charges a service fee for this.
02Sewage is coming up through the floor drain. Who do I call?
Call 3-1-1 to report it. City staff inspect the sewer main near your home. If the main is working, they can help find the cause when resources allow, and may advise you to call a plumber. Until it is solved, avoid running taps, toilets and appliances, since that water may come up in the basement.
03Is it safe to go into a flooded basement?
The City says to stay out until a qualified person has said it is safe. If water has reached outlets, extension cords or a baseboard heater, call Hydro Ottawa. If it threatens a gas furnace, water heater or stove, call Enbridge Gas.
04What if I smell gas near the water heater?
Leave the house. From outside, call Enbridge Gas at 1-866-763-5427 or 911. Enbridge says not to look for the leak yourself.
05Does an emergency visit cost more?
It depends on the company and the hour. One Ottawa firm says daytime emergency calls cost the same as booked visits and adds a call-out fee after hours. Ask the company that calls you before it sends someone.