What counts as an emergency
Burst pipes flooding a property, sewer drains backing up into the house, leaks actively damaging floors or ceilings, no water at all, gas leaks (smell of gas, hissing at a fitting), and hot water failures in winter — those are same-day call-outs and warrant the after-hours rate outside business hours. Slow drains, dripping taps and worn washers are next-business-day jobs at standard rates.
How fast
Most genuine emergencies in our core service area (inner Brisbane, eastern suburbs, southside) we'll have someone there within 1–2 hours. Outer suburbs and bayside can take a bit longer. We don't run a third-party emergency call centre — when you ring, you're talking to someone on the team who'll dispatch directly.
Make-safe first
Sometimes a 2am call-out reveals a problem that can't properly be fixed at 2am — sewer pipe collapse, slab leak, structural water damage. We do the make-safe (stop the active damage, isolate the system, dry where we can), document the scope with photos, and quote the full repair for the next business day. The after-hours call-out at minimum stops the property getting wrecked while you wait.
Who we work with
Residential
Burst pipes, sewer backups, gas leaks, no-water, hot-water failures.
After hours
Genuine emergencies handled same-night across Brisbane and inner-suburbs.
Insurance
Make-safe, photo and report for assessor, repair quote on next business day.
Questions, answered.
Six to eight evergreen Q&As — the things customers actually ask before booking us for emergency plumbing.
What counts as a real plumbing emergency?
Burst pipes flooding a property, sewer drains backing up into the house, leaks actively damaging floors or ceilings, no water at all to the property, gas leaks (smell of gas, hissing at a fitting), and hot water failures in winter. Those are same-day call-outs and warrant the after-hours rate if it's outside business hours. Slow drains, dripping taps, a tap washer needing replacement — those are better booked next business day at standard rates.
How fast can you get to me?
Most genuine emergencies in our core service area (inner Brisbane, eastern suburbs, southside) we'll have someone there within 1–2 hours. Outer suburbs and bayside areas can take a bit longer. When you call, tell whoever answers exactly what's happening — running water, damage being done, hazards — and they'll dispatch accordingly. We don't run a third-party emergency call centre; you'll be talking to someone on the team.
What does an after-hours call-out cost?
After-hours and weekend call-outs run at a premium rate above standard business-hours work — we'll tell you what that rate is when you call so there's no surprise. Genuine emergencies pay for themselves quickly versus the damage from waiting — water in a wall cavity for 24 hours can become a $20,000 rebuild. We'll be straight with you on the phone about whether the issue truly needs after-hours, or whether shutting off a stopcock and waiting until morning is the smarter call.
Can I shut off the water myself before you arrive?
Yes — and you should. Every property has a main water stopcock somewhere near the meter (usually at the front kerb or against a side wall). Turning it off stops the source of the leak immediately. For gas, there's a main shut-off at the meter — turn it clockwise, open windows, leave the property and call us from outside. For an electrical issue (water hitting a power point), turn the main switch off at the switchboard. We'll talk you through it on the phone if you can't find them.
Will my insurance cover the emergency call-out?
Usually the call-out cost itself isn't covered, but the damage from the leak often is — and most home insurers want a licensed plumber's report and invoice as part of the claim. Keep the invoice we send and any photos we take of the failure point. If your insurer asks for a written cause-of-failure assessment, we can provide one. We're not an insurance company, so don't take this as advice — check your specific policy wording.
Do you take card payment on the spot for emergency work?
Yes — we take EFTPOS card on-site at the end of the job. For larger emergency jobs (sewer reroute, multi-day work), an invoice with 7-day terms is more common. For body corporates and commercial accounts, we invoice on standard 14- or 30-day terms. Whichever applies, we'll be clear before we start the work, not after.
What happens if the after-hours job turns out to be bigger than a single visit?
Sometimes a midnight call-out reveals a problem that can't be properly fixed at 2am — sewer pipe collapses, slab leaks, structural water damage. In that case we'll do the make-safe (stop the active damage, isolate the system, dry the area), document the scope with photos, and quote the full repair for the next business day. The after-hours call-out at minimum stops the property getting wrecked while you wait.