Emergencies, the Melbourne way
The meter marks the line
South East Water looks after the meter and the pipes from the street to it. Yarra Valley Water owns the meter and stop tap and repairs the pipe from its main to the meter. Past the meter, the pipes are the owner's.
Bursts peak in summer
Yarra Valley Water says leaks and bursts on its network rise in hot, dry weather, as the ground around pipes expands and then compacts again after rain. Hard frosts are uncommon: Moorabbin Airport averages 1.9 days a year at or below 0°C.
Renters: urgent means immediately
A burst water service, a gas leak and a blocked or broken toilet system are all urgent repairs under Victorian law. If the rental provider doesn't respond, a renter can arrange a repair costing up to $2,500 and be repaid within 7 days.
Sewage inside, no obvious cause
Yarra Valley Water treats sewage spilling inside a building, with no sign of an internal plumbing problem, as a major fault. Greater Western Water says a full inspection shaft means the blockage is in its network.
The first few minutes
Find the stop tap
At a house, the meter and stop tap are usually at the front boundary. In a unit or apartment, look beside your front door or in a service cupboard, or ask the building manager.
Keep clear of power
If water is reaching power points, lights or the switchboard, stay out of it. Only turn the power off if you can reach the switchboard from somewhere dry.
Sewage? Stop using water
No flushing, showers or washing machine. Look at the inspection shaft: if it's full, the company's side is the likely problem.
Smell gas? Get out
Leave switches alone, get everyone outside and ring the gas emergency number on your gas bill. Our gas leaks page covers what happens next.
No water at all?
Check the meter tap is turned on. If it is and nothing comes out, ring your water company: Yarra Valley Water treats that as a major fault.
Who to call in Melbourne
| Call | Why | |
|---|---|---|
| Burst before the meter, or a leak at the meter | Your water company | South East Water and Yarra Valley Water look after that section. Greater Western Water can confirm its own rule. |
| Burst inside the house or across the yard | A plumber | Pipes between the meter and the house belong to the property owner. |
| Sewage from a manhole in the street | Your water company | The sewer main is theirs, whichever of the three you're with. |
| A flooded gutter or drain pit in the street | Your council | Councils manage local drains and street gutters. |
| Any of these inside a rental | Your rental provider or agent | Urgent repairs have to be done straight away. |
Red flags when you're in a hurry
- Someone wants a large deposit before lifting a tool. Consumer Affairs Victoria's 2025 warning described jobs called complex and urgent, with deposits of usually 50%.
- A listing on an app or marketplace with no registration or licence number. Victoria's building regulator raised this in March 2021.
- No answer when you ask which class of plumbing work they're registered or licensed for.
What we would do
Get the water off at the meter before anything else; that turns most emergencies into a job that can wait an hour. Then decide whose side it's on. Before the meter, or out in the street, is your water company's to fix; inside the property is yours. Renting? The first call goes to your rental provider. For your own side, choose a plumber who handles urgent jobs as a matter of course, and say no to anyone demanding a large deposit at the door. That's the kind of plumber we match you with.