Water coming through the ceiling is one of those moments where every minute counts. A burst pipe can release hundreds of litres an hour, and in a London terrace or block of flats it doesn’t stay in one place. It soaks through floors, into the flat below and into the electrics. What you do in the first ten minutes decides whether you’re looking at a small repair or a new ceiling, new flooring and an insurance claim. Here’s exactly what to do, where to find your stopcock, and how to prevent frozen pipes this winter.
What to do when a pipe bursts: the first 10 minutes
1. Turn off the water at the stopcock
This is the most important step. The stopcock (also called the stop tap or stop valve) is usually under the kitchen sink. In some homes it’s in a downstairs toilet, a utility cupboard, under the stairs or where the water pipe comes into the building. In a flat, it may be in the hallway or a communal cupboard. Turn it clockwise until it stops.
2. Switch off the electrics if water is near them
If water is near sockets, light fittings or the consumer unit, turn the power off at the fuse box, but only if you can reach it without standing in water. If you can’t, stay away and call for help.
3. Turn off the heating and drain the taps
Switch off the boiler or immersion heater. Then open the cold taps in the kitchen and bathroom to drain the water left in the pipes. Flush the toilets too. The less water in the system, the less a burst pipe can release.
4. Catch the water and protect your belongings
Put buckets and bowls under the leak. Move furniture, rugs and electronics out of the way. If water is collecting in a bulging ceiling, keep clear of it. Only experienced people should pierce it to let the water out, and only after the power is off.
5. Tell your neighbours
If you live in a flat, let the people below know about the burst pipe straight away. Also tell your building manager or freeholder if the leak might affect communal areas.
6. Call a plumber
Once the water is off, call an emergency plumber. Our 24/7 emergency call-out team deals with burst pipes, leaks and flooding across London.
After a burst pipe: dealing with the damage
Once the pipe is repaired, the next job is limiting the damage.
- Take photos and videos of everything before you clean up. Your insurer will want them.
- Call your insurer early. Escape of water is one of the most common home insurance claims in the UK, and property insurance payouts hit a record £6.1 billion in 2025, according to the ABI. Check whether your policy covers “trace and access”, the cost of finding and reaching the leak, as many don’t.
- Dry the property. Open windows, run the heating and use dehumidifiers. Wet plaster and floors can take weeks to dry out fully.
- Don’t redecorate too soon. Painting over damp plaster traps moisture and leads to mould and flaking paint.
- Get the electrics checked if water reached any sockets, switches or fittings.
After the pipe is fixed and everything has dried, our plastering, decorating and flooring teams can put the room back together.
Why pipes burst in winter
When water freezes, it expands. If it freezes inside a pipe, the pressure can split the pipe or push a joint apart. Often, you won’t know until the ice thaws and the water starts to flow.
Frozen pipes are most common in cold spaces: lofts, garages, outside walls, under suspended timber floors and in empty rooms. In older London homes, pipes often run along exterior walls or through uninsulated voids.
However, not every burst pipe is caused by frost. Corroded pipes, loose joints, high water pressure and accidental damage during DIY cause plenty of them all year round.
How to stop a pipe bursting this winter
A few simple jobs prevent most frozen pipes and burst pipes.
- Find your stopcock now and check it turns. A stiff stopcock is no use in an emergency. If it won’t move, get it replaced.
- Lag exposed pipes in the loft, garage and under floors with foam pipe insulation.
- Insulate the water tank in the loft, but don’t put insulation directly underneath it, as warmth from below helps stop it freezing.
- Cover outside taps and turn them off from inside if there’s an isolating valve.
- Fix dripping taps and overflows, as small drips freeze first.
- Keep the heating on low when you go away in cold weather. A minimum of around 12 to 15°C helps.
- Open the loft hatch during a cold snap so warm air can reach the pipes up there.
What to do if a pipe freezes
If a tap stops running in freezing weather, you probably have frozen pipes. Act before it bursts:
- Turn off the water at the stopcock.
- Open the tap the pipe feeds, so water can escape as it thaws.
- Warm the pipe gently with a hairdryer on low, a hot water bottle or warm towels, starting from the tap end.
- Never use a blowtorch or naked flame.
- Once water flows again, check carefully for a split or burst pipe before turning the water back on fully.
Landlords: burst pipes and your responsibilities
Water pipes, tanks and heating are part of a landlord’s repair obligations. A burst pipe in winter is an emergency repair, and tenants should be able to reach someone quickly. Make sure your tenants know where the stopcock is and who to call out of hours. Our guide to landlord repair obligations explains the rules in more detail. For the rest of your winter checks, read our guide on getting your heating ready for winter.
Burst pipe questions
What is the first thing to do when a pipe bursts?
Turn off the water at the stopcock. It’s usually under the kitchen sink. Then switch off the electrics if water is near them, and call an emergency plumber.
Where is my stopcock?
Most often under the kitchen sink. It can also be in a downstairs toilet, under the stairs, in a utility cupboard or where the water pipe enters the building. In a flat, check the hallway or a communal cupboard.
Does home insurance cover a burst pipe?
Most buildings and contents policies cover damage caused by escape of water. Many don’t cover the cost of finding and repairing the leak itself, so check your policy for “trace and access” cover.
How do I stop pipes freezing?
To prevent frozen pipes, lag pipes in cold spaces, cover outside taps, fix drips and keep the heating on low during cold weather, even when you’re away.
Who is responsible for a burst pipe in a rented property?
The landlord is responsible for repairing water pipes and the damage to the building. Tenants should turn off the water if they can, report the leak straight away and take reasonable steps to limit the damage.
Water coming through right now? Call our emergency line on 020 3855 2692. For everything else, book online or send us a message.
