Problem guide
Frozen or burst pipe: first safe steps
Shut off water only if it is safe and never use a flame to thaw a pipe.
Frozen pipe: do not thaw it aggressively
A frozen pipe may be weakened even when no leak is visible. Do not use a flame, torch, or intense heat. Do not open a wall or force a fitting to reach the pipe.
If you know where the main valve is and it is accessible without danger, shut off the water. Stop if the valve resists or the area presents an electrical, fall, or flooding risk.
Burst pipe: what should you observe?
Note the area with no water, any visible crack, water that appeared as the pipe thawed, and the rooms or fixtures affected. A leak may only become visible as the pipe thaws; do not restore the water simply because the flow has slowed.
Also note whether the issue followed a cold spell, heating failure, or extended absence. This helps the professional prepare without turning an observation into a remote diagnosis.
When should you request help?
Request help promptly if a pipe has burst, water is entering a wall or ceiling, several fixtures have lost water, or you do not know where to shut off the supply. If water touches electricity or puts people at risk, move away and use the appropriate emergency service.
See the frozen or burst pipe service page and the guide to finding the main water shutoff.