Burst Pipe • No Heat
(Field manual with descriptive guidance)
First Principles
- People first. Then property. Then paperwork.
- Move fast. Speak clearly. Write everything down.
- When in doubt, make it safe. Shut it off. Call the pro.
Picture the call at 2:11 a.m.—a cold draft in the hall, a tenant whispering over the hiss of water or the silence of a dead furnace. You’re awake now. This playbook keeps you from guessing.
Before Anything Goes Wrong (Preparation that pays off)
- Post the map. Print and laminate a floor plan. Mark the main water shutoff (street side or basement). Label sub-shutoffs by floor. Tape a copy inside the utility closet and email a photo to yourself.
- Post the numbers. Plumber (24/7), HVAC (24/7), restoration, electrician, insurance agent, utility emergency lines. Keep a paper sheet on the inside of the electrical panel door.
- Stock a bin.
- Tools: headlamp, heavy flashlight, adjustable wrench, channel locks, plumber’s multi-key, utility knife, contactless voltage tester.
- Supplies: towels, contractor bags, plastic sheeting, duct tape, zip ties, wood shims, painter’s tape, permanent marker.
- Quick fixes: push-fit caps/end stops for ½” and ¾” lines, teflon tape, hose caps, hose for draining, hose clamps.
- Meters: digital thermometer, moisture meter (pin or pinless).
- HVAC: spare MERV-rated filters sized for your unit, condensate tablets.
- Detectors. Test smoke and CO alarms; keep spare batteries.
- Templates. Save short text/email scripts for burst pipe and no-heat events.
- Seasonal prep (Maryland winters): Insulate crawlspace pipes, seal foundation vents as needed, weather-strip doors, and keep heat on minimum 55–60°F in cold snaps.
Part I — Burst Pipe
What it looks/sounds like: a sharp hiss behind a wall, a ceiling bubble that sags like a water balloon, paint blistering, hardwood cupping, or a cold spray in a vanity cabinet. The air smells clean at first, then musty.
The First Five Minutes (stopping the damage)
- Shut the water.
- Ball valve: a quarter turn so the handle is crosswise to the pipe.
- Gate valve (old style): turn clockwise until it stops—do not over-torque.
- If main valve fails or is frozen, use the curb stop (street shutoff) only if you have the key and training; otherwise call the water utility emergency line.
- Kill power where water hit. If outlets, ceiling lights, or the panel are wet or suspect, flip the breaker to the affected circuits. Use the contactless voltage tester before touching anything.
- Protect people. Move tenants, kids, pets, and valuables. Keep them off buckled floors and away from sagging ceilings.
- Document now. Take wide shots first (two walls and the floor for context), then close-ups. Record a 20–30 second walk-through video with narration: “Water off at 2:18 a.m.; source suspected under hall bath.”
- Stabilize.
- Towels and buckets under active drips.
- If a ceiling bubble forms and power is confirmed off to that area, poke a small hole with a screwdriver to drain into a bucket. Stay clear of standing water around outlets.
The First Hour (contain, call, control)
- Call the emergency plumber. Give facts: address, water off/on, pipe material (copper/PEX/galv), exact location if known (e.g., “second-floor bath supply line”).
- Mitigation crew. Call restoration for extraction and drying. Ask for same-day fans and dehumidifiers; confirm amperage so you don’t trip circuits.
- Ventilate wisely. On humid summer days, keep windows closed and let dehumidifiers work. On cold, dry winter nights, a brief window open can help lower humidity, but don’t drop the house below safe temps.
- Triage walls/ceilings. If insulation is wet, plan to open (bottom 12–24″) to prevent mold.
- Check adjacent spaces. Water travels sideways along framing and down wiring/plumbing chases; check the unit below, shared walls, and basement.
Communication (Copy/Paste)
SMS to tenants:
“Hi, this is [Your Name]. A pipe burst at [address/unit]. Water is off while we stop the leak and start drying. Plumber and restoration are en route. We’ll update you every 60–90 minutes. If you see new water, call/text right away.”
Email to insurance (first notice of loss):
“Burst pipe at [address] discovered [date/time]. Source: [location]. Main shutoff at [time]. Water extraction and drying dispatched. Photos/video attached. Please provide claim number and next steps.”
Same-Day Checklist
- ✅ Source repaired or isolated
- ✅ Standing water removed
- ✅ Fans/dehumidifiers placed (amps checked per circuit)
- ✅ Wet insulation plan (remove/vent)
- ✅ Electrical inspected if outlets/lights were wet
- ✅ Moisture baseline readings logged (locations + numbers)
- ✅ Return visit set (24–48 hours)
The Next 48 Hours (dry it right)
- Measure and log moisture twice daily; numbers should drop.
- Open and dry assemblies that don’t trend downward.
- Mold watch. Any earthy odor or visible growth → escalate to remediation.
- Repair plan in order: drywall, paint, trim, flooring. Avoid “temporary forever.”
Common Mistakes to Avoid
- Power on in wet zones.
- Leaving wet insulation to “air out.”
- Waiting for the adjuster before stabilizing (mitigate first; document everything).
- Forgetting to check the unit below.
Part II — No Heat
What it looks/feels like: breath fogging indoors, a thermostat stubbornly stuck at 58°F, or a tenant layered in coats. Dry air carries creaks; the house feels slower. Pipes in exterior walls are now at risk.
The First Fifteen Minutes (fast triage)
- Confirm reality. Ask the inside temperature and for how long it’s been falling.
- Basic checks (safe, simple):
- Thermostat set to Heat? Mode not on “Cool” or “Fan”? Batteries good?
- Breaker on? Furnace/boiler/service switch on?
- Filter dirty? Replace it—many shutdowns are airflow lockouts.
- Fuel valve open? Oil tank not empty? Any error code flashing on the unit?
- Heat pumps: is outdoor unit iced over with a thick shell?
- Protect the plumbing. If temps near freezing, open sink cabinets on exterior walls and trickle taps to keep water moving.
If Heat Won’t Return Quickly
- Call HVAC (24/7). Give furnace/boiler model, fuel type, last service date, symptoms/error code.
- Safe temporary heat. Deliver ceramic space heaters with tip-over protection. One per circuit. No extension cords on old wiring. 3-ft clearance around heaters; never in bathrooms unless rated.
- Monitor. Ask for hourly temp checks; log readings.
- If unsafe or delayed: arrange lodging per lease/local standards.
Carbon Monoxide • Red Line
- If the CO alarm sounds: evacuate now. Call the utility emergency line and HVAC. Do not re-enter until cleared.
Communication (Copy/Paste)
SMS to tenants:
“HVAC is down at [address]. Tech ETA [time]. We’re bringing safe space heaters now and will check temps hourly. Keep a 3-ft clearance around heaters and do not use stoves/ovens for heat.”
If parts delayed:
“Parts delayed until [date/time]. We’ll maintain safe temporary heat. If temps fall below safe levels, we will arrange lodging. Next update at [time].”
Same-Day Checklist
- Thermostat verified
- Breaker/service switch checked
- Filter replaced
- HVAC ticket with ETA
- Temporary heaters placed + written safety card
- Temps recorded (start + each check)
- Lodging decision tree ready
Fast Clues by System Type
- Gas furnace: Look for limit switch or ignition lockout; one reset attempt only.
- Boiler: Check pressure and circulator call; verify condensate not backing up.
- Heat pump: Heavy ice on outdoor coil = defrost/control issue; keep backup heat available.
- High-efficiency units: Frozen/blocked condensate or intake/exhaust can stop the system.
Common Mistakes to Avoid
- Using ovens or gas stoves for heat.
- Daisy-chaining heaters on one circuit.
- Letting comms go quiet during a cold snap.
- Ignoring pipe-freeze risk during no-heat calls.
Two Short Scenarios (to anchor your actions)
1) Upper-bath supply line bursts at 1:40 a.m.
You hear a hiss, then drip-drip turns to a steady patter. Water stains spread in the living room ceiling below. You shut the main (ball valve, quarter turn), kill the breaker feeding the wet ceiling lights, drain the bubble into a bucket, then call the plumber and restoration. Photos/video taken. Fans and dehus arrive; you log start moisture at 98 in the ceiling, 75 in the wall. Insulation is soaked—plan to open the bottom 18″. Insurance gets the first notice of loss with media attached. By 9 a.m., the line is repaired, drying continues, and tenants have a clear update schedule.
2) No heat on a 22°F night, thermostat reads 57°F.
Thermostat is set to Heat; filter is caked—you replace it. Furnace runs, then locks out after 90 seconds. You note a flashing error code (pressure switch), call HVAC with model and symptoms. You deliver two ceramic heaters with safety handout, keep 3-ft clearance, and log temps hourly. When supply of parts is delayed until 2 p.m., you text tenants a time-stamped update and pre-approve lodging if temps drop below safe levels.
Forms & Logs (print and use)
Incident Log (1 page)
- Address/unit, tenant contact
- Reported: date/time, by whom
- Conditions on arrival (temp, visible damage)
- Actions (shutoffs, breakers, vendors called)
- Photos/videos (file names)
- Readings (moisture/temp + time)
- Next steps + scheduled times
- Notifications (tenants, insurer, utility)
Vendor Sheet (fill in and keep printed)
- Plumber (24/7): [Name, phone]
- Restoration (water extraction/dry-out): [Name, phone]
- HVAC (24/7): [Name, phone]
- Electrician (24/7): [Name, phone]
- Insurance agent/claims: [Name, phone, policy #]
- Gas/Electric emergency lines: [Numbers]
After the Event (close the loop)
- Verify dry/warm. Final moisture readings < target and ambient RH under control. System heat test for 15–20 minutes.
- Repair cleanly. Drywall, paint, trim, flooring—in order, no gaps.
- Prevent the repeat. Insulate exposed lines; add heat tape where appropriate; service HVAC; add leak sensors in risk spots (under sinks, near water heater).
- Debrief. What failed? What worked? Update this playbook. Re-stock the bin.
Safety Notes (always)
- Water + electricity: power off first.
- CO alarm: evacuate; utility; HVAC.
- Temporary electric heat is a bridge, not a fix.
- Follow habitability duties and timelines; when uncertain, choose the safe option and document.
Quick Card (print for your wallet)
Burst Pipe: Water off → Power off → Photos → Plumber + Mitigation → Moisture log → 24–48h check.
No Heat: Confirm → Filter/Breaker/Tstat → HVAC call → Safe space heat → Temps hourly → Lodging if needed.
Comms: Tenant update every 60–90 min. Insurance notice with attachments.
Speed matters. Shut-offs, vendor call list, tenant instructions, and documentation. Keep a 24/7 escalation plan.