Before an emergency plumber in Victoria arrives, shut off the water at the main valve, keep clear of any water near electrical equipment, and document the damage. If you smell gas, do not stay to deal with it: go outside and call the FortisBC emergency line at 1-800-663-9911 or dial 911. The first ten minutes decide how much damage you get.
What should I do first if I smell gas?
Gas comes first because it is the only emergency where staying inside is dangerous. FortisBC's instructions are:
- Stop what you are doing. Do not use your cellphone, smoke, light matches or operate electrical switches or create any other source of ignition.
- Go outside. Leave the door open behind you, as well as any windows that are already open.
- Call. Once outside, call the FortisBC emergency line at 1-800-663-9911 (24 hours) or dial 911.
Do not go back in until you are told it is safe. A gas fitter comes after the leak has been made safe. Our gas fitter guide covers what happens next.
How do I stop a burst pipe or a major leak?
- Turn off the main water valve. Clockwise closes it. The BC government's reminder is "righty tighty". Find it now, before you need it.
- Open the lowest tap to drain what is left in the pipes.
- Turn off the water heater if it is the source or if the tank has run dry.
- Move belongings out of the water and open windows if it is safe to.
- Call a plumber and tell them where the water is and whether you got it shut off.
Our emergency repair service covers burst pipes, leaks and no-water calls across Greater Victoria. We do not publish an arrival time or after-hours rate here; those are given on the phone before anyone is dispatched.
What about water near outlets or the electrical panel?
Do not wade into standing water to reach a panel or outlet, and do not touch electrical equipment while you are wet or standing in water. If you cannot shut off power safely from a dry spot, stay out and call 911 or your electrician. Keep this as a reason to move to the dry side of the house, not a reason to take chances.
What if a drain is backing up?
Stop using water in the house, because every flush and shower sends more into the line. A single slow fixture is likely a local blockage; several fixtures backing up together, especially the lowest ones, point to the main line. Keep children and pets away from sewage, and read drain clearing versus drain replacement. Our drain clearing service can send a camera down the line.
How do I document the damage for insurance?
The Insurance Bureau of Canada (IBC) says to shut off the water supply, contact your insurer's 24/7 claims line promptly and document the damage.
- Photograph and film the source and the water before you clean up.
- Note the time you found it and what you shut off.
- Keep the plumber's invoice and written findings.
- Keep damaged items until the adjuster has seen them, if it is safe to.
IBC adds that standard policies usually cover water damage from a sudden burst in the heated part of the home, but not the cost of repairing the failed equipment itself. Check your own policy.
What should I avoid doing?
- Do not relight a pilot or operate gas appliances after you have smelled gas.
- Do not pour chemical drain cleaners into a backed-up line; they rarely fix the cause and make the drain hazardous for whoever opens it.
- Do not stand in water near the panel or outlets.
- Do not wait for a dripping pipe to "sort itself out". A slow leak behind a wall is how a small repair becomes a ceiling replacement.
What will the plumber ask me?
- Where the water is coming from and whether the main is off.
- Whether you can see a pipe, a fixture, the water heater or a wall as the source.
- How old the pipes are, and whether the house has poly-B or galvanized lines.
- Whether anyone has touched the gas, electrical or the heater.
A quick answer helps us bring the right parts. If the cause is a failing tank, see signs your water heater is failing, and for cold-weather bursts see preventing frozen pipes. For an urgent call contact us.
Frequently asked questions
What is the FortisBC emergency number?
FortisBC says to call its emergency line at 1-800-663-9911 (24 hours) or dial 911 once you are outside.
Should I try to find a gas leak before calling?
No. Stop what you are doing, avoid phones, flames and switches inside, go outside and call from there.
Where is my main water shutoff?
Usually where the supply pipe enters the house, often in a basement, crawlspace or utility room. Turn it clockwise to close it, and locate it before there is an emergency.
Should I switch off the water heater?
Yes if it is leaking or has run dry. Shut the water supply to it as well.
Who do I call for insurance?
Your insurer's claims line. IBC says to contact it promptly and document the damage with photos and notes.
Sources
Last verified October 8, 2026. Rebates, codes and prices change; confirm with the program or Technical Safety BC before you rely on them.