Sheet 02 · Emergency
Plumbing emergency? Call now, any hour.
CityWide is open 24 hours a day, 7 days a week, 365 days a year, weekends included. Call (770) 872-0867 and describe what you see. While you wait, the steps below limit the damage.
Detail A · Main water shut-off Not to scale
- The main shut-off valve, on the line where it comes into the house
- Turn the wheel clockwise to close it (a lever: a quarter turn, across the pipe)
- A low faucet, opened to drain the lines
02.1 · Scope
What counts as an emergency
- E1 Burst or leaking pipe Water spraying or pooling from a supply line, inside a wall or under a sink.
- E2 Sewer or drain backup Sewage or dirty water coming up through a floor drain, a tub or a toilet.
- E3 No water No water anywhere in the house, or a water line you think has broken.
- E4 Leaking water heater Water around the base of the tank, or a relief valve that keeps discharging.
- E5 Overflowing toilet A toilet that keeps running over, or one that backs up when other fixtures drain.
- E6 Septic or sewage odor Sewage smell, gurgling drains or wet ground over the septic tank.
If you smell gas, leave the building first and call the gas utility from outside.
02.2 · Procedure
Before the plumber arrives
These steps keep a leak from getting worse. Numbers in brackets match the callouts in Details A and B.
- Close the main shut-off [A1, A2] It is usually where the water line enters the house: a basement, crawl space, garage or utility area. Turn a wheel handle clockwise until it stops. Turn a lever a quarter turn so it sits across the pipe.
- Drain the lines [A3] Open a faucet at the lowest point in the house so the water left in the pipes runs out there, not through the leak.
- Shut off the water heater’s energy [B1] For a leaking water heater: on an electric heater, switch off its breaker; on a gas heater, turn the gas control to Off.
- Close the heater’s cold supply [B2] Close the valve on the cold-water line above the tank. Do not try to drain a hot tank yourself.
- Stay clear, then call Keep people and pets away from water near outlets or appliances. Then call (770) 872-0867.
Detail B · Water heater shut-off Not to scale
- The gas valve (on an electric heater, its breaker)
- The cold-water supply valve above the tank
- The relief valve and its discharge pipe: never cap or plug it
02.3 · Coverage
Every hour, across the metro
Emergency calls are taken every hour of every day, weekends included, from the shop in Acworth across the North Atlanta metro.
Towns served
02.4 · Notes
Emergency questions
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Is someone available in the middle of the night?
Yes. CityWide is open 24 hours a day, 7 days a week, 365 days a year.
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How soon can a plumber get here?
That depends on your location and the time of the call. Call, give your address, and ask; you will hear what to expect before anyone is sent.
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Will I get a price before the work starts?
Yes. Even in an emergency, you get an up-front estimate before any work begins.
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Should I turn off all the water for any leak?
For a burst pipe or a leak you cannot stop, yes: close the main shut-off. For one fixture, its own valve under the sink or behind the toilet is often enough.