Problems with leaks, floods, and sewage
Occasionally, a portion of the City's water or sewer system breaks down. You may notice water bubbling up on your lawn or through a crack on the street, or even sewage backing up into your basement toilet.
The City wants to help track down the source of the problem, so it can be fixed quickly.
Sometimes leaks, floods, and sewage problems on your property can be easily traced. You can fix them yourself, or you may want to hire a plumber to do it. If your plumber finds out the problem was caused by the City's water or sewage system, contact 3-1-1 so the City can investigate the problem.
The City prioritizes emergencies
Leaks, floods, backups, and blockages can create hazardous conditions that risk public safety or obstruct traffic.
An emergency can include:
- high-volume leaks
- property damage caused by leaks or backups
- water main or sewer main breaks
- floods on the street
Follow this guide to determine the next steps in resolving problems with water leaks, flooding, and sewage.
NOTE: Sometimes, the City or a plumber can help solve the same issue. When the guide says to call both 3-1-1 and a plumber, call 3-1-1 first and describe your situation.
In certain instances where you are advised to call a plumber, you may be able to repair the problem yourself.
| Type of problem |
Call 3-1-1 |
Call a plumber |
| A plugged street drain or catch basin |
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| Water gushing out of a manhole or water system cover |
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| Wet ground or soil on public property when typically the area is dry and firm |
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| Water bubbling up on the street, the boulevard, or the sidewalk |
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| Water bubbling up on the private property portion of your lawn or yard |
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| Basement plumbing fixtures drain slowly or make bubbling sounds |
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| Sound of water running in pipes when all taps are shut |
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| An overflowing toilet, floor or shower drain, tub or sink located in the basement |
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| An overflowing toilet, floor or shower drain, tub or sink located on a floor above basement level |
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| An overflowing stormwater sump |
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| Water seeping in through the basement walls or foundation and pooling on floor |
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| Sewer odour inside your home |
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When you call 3-1-1 to request a City crew to investigate a water or sewer problem:
- For non-emergencies, only a property owner can ask the City to send out a crew. A tenant cannot ask for service from the City
- The City may charge for the service call if they determine that the problem is not caused by the City water and sewer system. For that reason, someone who can approve the charge (typically the property owner) needs to be on site to let the crew in when they arrive
- For sewer line backups and blockages, tell the 3-1-1 agent if you have a sump or clean-out (a capped pipe that allows access to the sewer line)
- If you do not have a sump or clean-out, you may have to remove your basement toilet before the City crew arrives, to allow the crew to clear the blocked sewer line
- The City sewer crew is responsible for clearing the blockage only, and is not reponsible for determining whether charges will occur
After calling 3-1-1 to request a crew, a City dispatcher will contact the property owner to schedule the service call.
