| Situation | Do this first | Then call |
|---|---|---|
| You smell gas | Leave right away. Leave doors and windows open behind you if you can do it without delay. Do not use phones, switches or electronics, and do not turn lights or appliances on or off. Source: Enbridge Gas | From outside: Enbridge Gas at 1-866-763-5427 or 911. Then us for the repair. |
| A carbon monoxide alarm sounds | Get everyone out of the home immediately. Headaches, nausea, dizziness, confusion and drowsiness are signs of carbon monoxide. Source: Government of Ontario | 911 from outside the building. Then us to check the gas appliances. |
| A pipe bursts | Close the main water valve. In Toronto it is usually on the foundation wall where the water pipe enters the home, just before the water meter. Source: City of Toronto | Us, at (416) 888-1371. If the valve will not close, your city or region shuts the water off at the street (table below). |
| A pipe has frozen | Thaw it with a heating pad, a hair dryer or warm towels. Never a blowtorch, a propane heater or any open flame. Source: City of Toronto | Us, if it will not thaw or it has split. |
| No heat in a rented home | Tell your landlord or property manager. In Toronto, landlords must keep rental units at 21°C or warmer from October 1 to May 15. Source: City of Toronto | Your landlord first, and 311 if it is not fixed. Landlords and owners can call us. |
| No heat in your own home | If a carbon monoxide alarm is sounding, follow that row first. Otherwise keep the house closed up to hold the heat. | Us, at (416) 888-1371, any hour. |
Who shuts the water off at the street?
If your main valve will not close or is broken, the water has to be shut off outside, and that is done by your city or region, not by a plumber.
| City | Who does it | How to ask |
|---|---|---|
| Toronto and North York | City of Toronto, at the property line. A fee applies, and someone must be home. Source | Call 311 |
| Mississauga | Peel Region Source | 905-791-7800 to book a water shutoff |
| Markham | City of Markham, at the curb stop. Fees apply. Source | 905-477-5530; after hours 905-477-7000 |
| Ajax | Durham Region, at the service box. Emergency shutoffs are possible; fees go on the water bill. Source | 311, or 905-668-7711 |
What happens when I call at night?
Call (416) 888-1371. Emergency repairs are 24/7. Tell us what is happening, the address, and what you have already done from the table above. A text to (289) 639-2754 is for anything that can wait until morning; in an emergency, call.
When is it not an emergency?
A slow drain, a dripping tap, a water heater that is short of hot water, or a new gas line for an appliance can all wait for a request with photos. Each has its own page: drains, plumbing repairs, water heaters and gas lines.