Plumbing · Free Template · ~9 steps
Plumbing Emergency Call Procedure
A plumbing owner whose dispatcher and on-call tech need a clear protocol for after-hours emergencies.
Free SOP template — copy it, adapt it, or generate a custom version for your business in 5 minutes
Who it's for
On-call plumbers, dispatchers, after-hours service.
When to run it
Every emergency call (burst pipe, active leak, sewer backup, no water in winter).
Before you start
- •On-call tech reachable 24/7
- •Dispatcher script for emergency calls
- •Truck stocked with shutoff valves, plugs, wet-vac, hose clamps
- •After-hours rate sheet
The procedure
Step-by-step, in order. Each step has the action and the reason it matters.
- 1
Dispatcher: identify true emergency vs scheduled call
Active water leak, burst pipe, sewer backup, no water in freezing weather = emergency. Slow drain, dripping faucet, low pressure = next-day. Quote different rates.
- 2
Dispatcher: stop the bleeding before dispatch
Walk the customer through finding the main shutoff: 'Front of the house, near the water meter, look for a valve handle. Turn it clockwise as far as it goes.' Do this WHILE you're dispatching the tech.
Why: Every minute water is flowing into a wall is dollars in damage. The dispatcher's most valuable job is the 90-second water-stop call.
- 3
Dispatch the on-call tech with full info
Address, customer name, phone, exact problem, what they've already tried, whether the main is shut off. ETA quoted to the customer in real-time.
- 4
Tech: pre-arrival call from the truck
Call the customer from the truck, en route. 'I'm 20 out, anything change since you called?' Re-confirm the main is off.
- 5
Tech: park, walk to the door, boot covers ON
Even at 3am. Boot covers go on before stepping inside. Drop cloth before any work.
- 6
Tech: locate the source and stop the active leak
First priority: stop the water. Whatever it takes. Cap off the line, plug the supply, install a temporary fitting. Permanent repair comes after.
- 7
Tech: assess the damage and document
Photograph water damage to walls, floors, ceilings. Date and time stamped. The customer will need this for insurance.
- 8
Tech: complete the repair OR scope the next-day fix
If parts are on the truck, fix it. If the repair needs daylight or specialty parts, install a temporary fix and schedule the permanent repair.
- 9
Tech: present invoice + payment + leave
Open the invoice on the tablet. Photos attached. After-hours rate explained. Collect payment before leaving. Email receipt.
Verify when done
- ☐Water stopped within first 5 minutes
- ☐Tech arrived within quoted ETA
- ☐Damage photo-documented for insurance
- ☐Payment collected before tech left
Common mistakes
- ✕Dispatcher finishes the call before walking the customer to the main
- ✕Tech skips boot covers because 'it's already wet'
- ✕No damage photos — customer's insurance claim falls apart
Trainer notes
Train dispatchers to find the main shutoff with the customer DURING the call. This is the single most valuable thing the dispatcher does.
Common questions
Who should run the plumbing emergency call procedure?
On-call plumbers, dispatchers, after-hours service.
When should this plumbing procedure be run?
Every emergency call (burst pipe, active leak, sewer backup, no water in winter).
How many steps does the plumbing emergency call procedure have?
9 steps. The procedure starts with "Dispatcher: identify true emergency vs scheduled call" and ends with "Tech: present invoice + payment + leave". Each step in between has the action and the reason it matters.
What's the most common mistake when running this procedure?
Dispatcher finishes the call before walking the customer to the main. Train dispatchers to find the main shutoff with the customer DURING the call. This is the single most valuable thing the dispatcher does.
Can I get a custom version written for my plumbing business?
Yes. TalkNDone generates a custom SOP from your voice or text description in about 5 minutes — written using your team's words, your equipment, and your specific procedure. $49 one-time, free preview before you pay, no subscription. Start at talkndone.com.
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