Frozen or burst pipes

Pipes valves

General advice

Know where your main stoptap is and check that it turns easily.
The internal stoptap is usually under the kitchen sink or in the downstairs toilet.
The external stoptap is usually where the mains water pipe enters the property. Check, before you turn the stoptap off, that you are not turning off the water supply to other properties.
Know where the gate valves for the hot and cold water tanks are. The cold tank valve is usually by the tank in the loft. The hot tank valve is usually by the tank in the airing cupboard.
Make sure that you can easily turn all stoptaps and valves.
Make sure pipes and tanks in your roof space are lagged. Where the loft has been insulated, less heat gets into the roof space and pipes can freeze more easily. If the pipes are not lagged, contact us. Never insulate underneath the water tank in the loft.
If you are going away for some weeks during the winter, leave the heating on a low constant heat.
In very cold weather, you may want to open the loft hatch to allow heat into the loft. This will help prevent pipes from freezing.
If in doubt, call the Contact Centre.

Frozen pipes

Turn off the water at the main stoptap.
It is probably best to leave the pipe frozen but you may try to thaw the pipe using hot water bottles. Take great care and do not use a blowlamp.
If the hot water system is frozen, turn off the water heater.

Burst pipes

Turn off the water at the main stoptap and turn off any gate valves from the water tank.
Turn off any water heaters.
Open all taps to drain water from the system.
If electrics are getting wet, do not touch. Turn off electricity. Switch mains to ‘OFF’ at the consumer unit.
If leaking water makes the ceiling bulge, place a bucket under the bulge and, using a screwdriver or similar tool, pierce a small hole in the ceiling to allow the water through. This could prevent the ceiling from falling down.