Start with the symptom, not the guess
Tell us what you see, hear and smell rather than what you think broke. "The basement floor drain gurgles each time the washer pumps out" points us at the main line. "I think the sewer collapsed" sends us hunting for the shovel before we know. Describe the water: clear, grey, brown, smelling of sewage or smelling of nothing at all.
The questions we will ask
- Which fixtures act up together? One slow sink is a trap or branch line. A toilet that bubbles when the tub drains is further down the stack. Every fixture in the basement backing up together means the main.
- When did it start? After heavy rain, after a renovation, after a deep freeze, or slowly over months.
- How old is the house, roughly? Built in the 1950s means expect cast iron stacks and old clay or iron sewer laterals; a 1990s house more likely has ABS drains.
- What pipe can you see? Copper, white or blue PEX, grey galvanized steel, black ABS, or heavy cast iron. A photo texted to us beats a description.
- What have you tried? Chemical drain cleaner matters a great deal: it can burn skin when a trap is opened, so tell us brand and amount.
- Is the water shut off? And where did you close it.
Tell us what you see, hear and smell rather than what you think broke. "The basement floor drain gurgles each time the washer pumps out" points us at the main line.
From the counter
Details for water heaters
- Gas or electric, tank or tankless.
- The model and serial label on the side: a photo gives us age and size.
- Owned or rented. Many North York tanks are rentals, and the rental company may need to handle swaps.
- Any error code or flashing light on the gas control.
Access and timing
Give the cross streets, whether there is parking for a van, and any building rules about service elevators or booking times in a condo. Let us know about pets that need to be shut away and whether the basement is finished over the drain lines, since a drop ceiling or open joists change how we reach a leak.
Keep the phone close
We may call back with a question or ask for one more photo before we leave the last job. Keeping the line free saves a trip.