Burst or leaking pipe? Here's what to do
Water where it shouldn't be? Stop the water first, then get a free call back to set up plumbing cover for the next leak.
Water leaking right now? Stop it first
If water is leaking, the first job is to stop it. Find your internal stopcock (usually under the kitchen sink) and turn it clockwise to shut off the supply. That one step buys you time and limits the damage while you arrange a plumber.
Smart Plan plumbing cover is a service plan, not insurance, for the next leak. When a covered problem happens after your plan starts, we arrange a vetted engineer to come out, with parts and labour included up to £500 in each 12-month period. A leak that is already there before your plan starts is not covered.
What counts as a plumbing emergency?
A burst pipe, water coming through a ceiling, or a leak you simply can't stop needs dealing with straight away, because the longer water runs the more damage it does. Slower drips, a dripping tap or a slow-filling toilet are still worth fixing, but they're rarely urgent.
Common plumbing problems
- Burst pipe: a sudden, fast leak that needs the water turned off at the stopcock right away.
- Leaking pipe: a slow leak under a sink or around a joint.
- Leaking overflow pipes and hot and cold supply pipes.
- A toilet that won't flush.
- Leaking inlet hoses on a washing machine or dishwasher.
- Blocked waste pipes and rainwater drains.
What to do while you wait for a plumber
A few simple steps can make a real difference. None of this involves taking anything apart; it's about limiting the damage and keeping everyone safe.
Turn off the water at the internal stopcock. Switch off the electrics at the consumer unit if water is anywhere near sockets, cables or light fittings. Catch what you can in a bucket or bowl, and lift anything valuable off the floor. Open a tap downstairs to drain the system if a pipe upstairs has burst.
Safe steps to take now
- Turn off the water at your internal stopcock (usually under the kitchen sink).
- If water is near electrics, switch off the power at the consumer unit.
- Put a bucket or bowl under the leak and move furniture and valuables clear.
- Run a downstairs cold tap to drain water out of a burst pipe upstairs.
- Don't try to take pipework, valves or appliances apart yourself.
Smelling gas or worried about your boiler?
Plumbing and gas are not the same job. If you can smell gas, hear hissing, or you're worried about carbon monoxide, this is not something to investigate or fix yourself. Leave the property, don't touch electrical switches, and call the national Gas Emergency Service on 0800 111 999 straight away.
Anything to do with a gas boiler or gas appliance must be handled by a Gas Safe registered engineer; it's the law. You can check an engineer's registration on the Gas Safe Register. If your heating's playing up but there's no smell of gas, it's fine to check the basics yourself first: look at your thermostat, check the boiler pressure and follow your manufacturer's manual for a reset. Beyond that, use an engineer rather than opening anything up.
How plumbing cover works
Leaks under a plumbing plan are fixed using compression fittings, push-fit fittings, couplings and similar methods for short-term leak prevention, so the leak is stopped; it isn't a full re-pipe. A £95 call-out fee, paid in advance, applies in set cases: a call-out in the first 30 days of a new plan, a problem that falls under an exclusion, or a visit where the engineer can't get access. Call-outs are carried out Monday to Friday, 08:00 to 18:00, unless it's an emergency breakdown.
Cover is monthly rolling, but once you use a service a 12-month agreement period applies, and leaving early means paying the remaining months or 75% of the outstanding balance. You build your own cover, so you can add drainage, boiler or electrical cover alongside plumbing if you want them.
Plumbing cover at a glance
| What you need to know | Detail |
|---|---|
| Cover limit | Up to £500 per 12-month period, parts and labour included |
| Typical covered jobs | Leaking pipes and joints, supply and overflow pipes, inlet hoses, a non-flushing only toilet |
| Call-out fee | £95 in set circumstances (first 30 days, excluded issues, no access) |
| Call-out hours | Monday to Friday, 08:00 to 18:00, unless it's an emergency breakdown |
| Faults already present | Not covered: cover is for problems after your plan starts |
| Product type | A service plan, not insurance |
Plumbing FAQs
What should I do about a burst pipe right now?
Turn off the water at your internal stopcock, usually found under the kitchen sink. If water is near any electrics, switch off the power at the consumer unit. Catch what you can in a bucket and move valuables clear. Don't try to take the pipework apart yourself.
Will plumbing cover fix a leak I already have?
No. A leak or fault that exists before your plan starts is not covered. Plumbing cover is for problems that happen after your plan starts, so it's worth setting up before something goes wrong.
What does plumbing cover include?
Plumbing cover includes repairs to leaking pipes and joints, leaking overflow and hot and cold supply pipes, the inlet hoses on your washing machine or dishwasher, unblocking a waste or rainwater drain, an external soil vent pipe, and a non-flushing toilet where it's the only toilet in your home. Parts and labour are included up to £500 in each 12-month period.
What isn't covered?
Plumbing cover doesn't include showers and shower pumps, stop taps and valves, water meters, cracked tiles, noise-only problems, blockages caused by misuse, damage caused by freezing, or trace and access work to find a hidden leak. A leak on the mains supply between your meter and the communal supply is your water company's job. The full list is in our terms and conditions.
Is there a call-out fee?
A £95 call-out fee, paid in advance, applies in set cases: a call-out in the first 30 days of a new plan, a problem that falls under an exclusion, or a visit where the engineer can't get access.
How do I set up plumbing cover?
Ask for a free call back and we'll ring you to set up your plan. We aim to call you back within one working day, Monday to Friday, 08:00-18:00. Nothing is set up and no payment is taken online. It's a service plan, not insurance.
What if it's actually a gas or boiler problem?
If you can smell gas, leave the property and call the Gas Emergency Service on 0800 111 999. Any work on a gas boiler or gas appliance must be done by a Gas Safe registered engineer. If there's no smell of gas, you can safely check your thermostat and boiler pressure and follow your manual to reset, but leave repairs to a registered engineer.
Cover the next breakdown: get a call back
A cover plan is for the next breakdown, not a fault you already have today. Get a free call back to set up cover for next time. We aim to call you back within one working day, Monday to Friday, 08:00-18:00. It's a service plan, not insurance.
A service plan, not insurance. Nothing is paid online.
Call us today
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2nd Floor, Melrose House
42 Dingwall Road
Croydon
CR0 2NE