My basement is flooded. What do I do first?
Work through these in order. The first four are safety, and they matter more than anything you will read further down the page.
If you are standing in water right now and it is anywhere near an outlet, an appliance or the electrical panel, stop reading and get the power cut first.
1. Deal with the electricity before anything else
Water and electricity are the part of a flooded basement that actually kills people. If water is near outlets, the panel, a furnace or any appliance, do not enter the basement.
Call Toronto Hydro on 416-542-8000 and have the power cut. If you can reach your main breaker from a dry position without standing in water, switch it off yourself.
2. If you smell gas, leave the house first
A rotten egg smell or a hissing sound means gas. Leave the building before you call anyone. From outside, call Enbridge on 1-866-763-5427.
3. Work out where the water came from
Clean water from a burst supply line or a hot water tank is Category 1. Grey water from an appliance is Category 2. Anything coming up through a floor drain or a toilet is Category 3, also called black water, and it carries bacteria.
If it is coming up through the floor drain, stop using toilets, sinks and the washing machine. Every litre you run adds to what is coming up. Keep children and pets out of the area, and do not walk through it and then through the rest of the house.
4. Shut the water off if the source is inside
If a pipe has burst, shut the main. In most GTA homes it is in the basement on the wall facing the street, where the service pipe enters. Turn it clockwise until it stops.
5. Photograph everything before you move anything
Your adjuster will ask for this, and once the cleanup starts you cannot go back. Photograph the water level against the wall, every affected room, the contents, and the source if you can see it. Video walking through is even better.
Keep receipts for anything you buy during the emergency. Most policies cover reasonable emergency expenses.
6. Report it
Call the City on 311 and report the flooding, particularly if the water came up through a drain. A blocked municipal sewer main is a common cause and the City will send a crew to check the line. It also creates a record, which matters if you later make a claim against the City.
Then call your insurer or broker and open the claim.
7. Do not start ripping things out
This is the mistake that costs people money. Material removed before the loss is documented can be disputed, and pulling up carpet or cutting drywall without containment spreads contamination if the water was not clean.
It also rarely helps. A shop vacuum lifts surface water and leaves what has soaked into underlay, drywall and subfloor, and that remaining moisture is what causes mould.
8. Call a restoration company, not just a plumber
A plumber fixes the source. A restoration contractor deals with the damage: extraction, removal of unsalvageable material, structural drying to a measured standard, and the repairs afterwards.
The first twenty-four hours decide whether this is a drying job or a rebuild. Mould can begin to establish 24 to 48 hours after materials get wet.
Common questions
Who do I call when my basement floods?
Toronto Hydro on 416-542-8000 if water is near electrical equipment, Enbridge on 1-866-763-5427 if you smell gas, the City on 311 to report it, your insurer to open the claim, and a restoration contractor to extract the water and dry the building.
How long do I have before mould starts?
Mould can begin to establish 24 to 48 hours after building materials get wet, and it keeps spreading until everything is dried to standard.
Should I call my insurance company first or a restoration company?
Call both. Most policies require you to mitigate the damage promptly, so getting a restoration contractor moving is part of your obligation rather than something to do after the adjuster visits.
Can I stay in the house while it dries?
Usually yes, unless the water was contaminated or the electrical supply is affected. The equipment is noisy and the house runs warm, but most residential drying happens with people living there.