Home emergencies happen at 2am on long weekends, not Tuesday at 10am. This Ottawa-specific 24-hour checklist tells you exactly what to do in the first hour, who to call after that, and how to document everything for your insurance claim — for the six most common Ottawa home emergencies.
Whatever the emergency, do these first: (1) Ensure life safety — evacuate if gas, fire, or structural collapse risk. (2) Shut off the source — water main, gas valve, breaker panel. (3) Document with timestamped photos and video BEFORE moving anything. (4) Call your insurance company's 24/7 claim line (record claim number). (5) Call a 24/7 licensed contractor for emergency stabilization. (6) Save all receipts (emergency supplies, hotel, food) — most policies cover ALE (Additional Living Expense).
Action: Shut off main water valve (typically in basement near front foundation wall — locate it NOW before emergency). Open all faucets to drain remaining water. Shut off electrical breakers to affected rooms. Photograph damage. Call IICRC-certified water damage restoration (24/7, response under 2 hours). Call plumber for pipe repair (separate from restoration). Most policies cover sudden burst pipes — call insurer immediately. Costs: emergency restoration $2,500-$22,000 (Category 1-2), pipe repair $385-$985.
DO NOT touch the water — Category 3 sewage is grossly contaminated. Action: Avoid contact and ventilate. Shut off any electrical to affected areas. Photograph from doorway only. Call IICRC restoration (specify Category 3 — they bring PPE and HEPA equipment). Call City of Ottawa (3-1-1) to report — if main is blocked, City clears it free. Insurance: covered ONLY if you have sewer backup rider ($50-$200/yr). Apply for Ottawa Residential Protective Plumbing Program subsidy (up to $6,500) for backflow valve install to prevent recurrence.
Brief outage (under 4 hours): wait. Extended outage (4+ hours, especially winter): Action: Verify it's not just your panel — check neighbours. Report to Hydro Ottawa (613-738-6400, 24/7). Open one or two windows briefly if temperature drops below 5C in winter (prevents pipe freeze risk in extreme cold). Keep fridge/freezer doors closed (food safe 4 hours/24 hours respectively). For 12+ hour winter outages: consider hotel if no alternative heat source. Insurance: ALE coverage typically kicks in at 24-72 hours depending on policy. Sump-pump risk: extended winter outages can cause basement flooding if pump fails — battery backup pumps ($385-$685 installed) prevent this.
STOP — do not turn on or off any electrical switch (spark risk). Action: Evacuate immediately, leaving doors open. Do NOT use phones inside. From outside, call Enbridge emergency line (1-866-763-5427, 24/7). They respond free and will shut off gas. If exterior gas smell, also call 9-1-1. After Enbridge clears the area: call TSSA-licensed gas fitter to diagnose and repair ($245-$685 typical). Do NOT re-enter until cleared by Enbridge technician.
Action: Move belongings out of drip zone. Place buckets/towels. If ceiling sagging from water weight, poke small drainage hole with screwdriver (releases pressure to prevent collapse, drains predictably to bucket). Photograph all damage (interior + exterior with smartphone or drone). Tarp damaged roof area (or hire 24/7 roofer for emergency tarping, $385-$985). Call insurer. Schedule permanent repair within 7-14 days. Insurance: covers sudden storm/wind/hail damage; gradual leaks (poor maintenance) excluded.
Action: Verify thermostat batteries fresh. Check breaker panel for tripped furnace circuit. Check furnace switch (often on/near furnace — labeled or just an unmarked light switch). Confirm gas valve open. If all OK and furnace still dead: call 24/7 HVAC company. Most Ottawa HVAC firms offer 24/7 emergency service Nov-Mar. Cost: $185-$385 emergency service call + parts. If overnight failure with outside temp under -15C: open cabinets to expose pipes to interior heat, drip faucets minimally to prevent pipe freeze, use space heaters (electric only, never gas or kerosene indoor without venting).
Action: Close blinds/curtains to block solar gain. Open windows at night (cool air in), close at sunrise. Use fans to circulate air. Avoid running oven/dryer (adds heat). Call 24/7 HVAC. AC emergency call: $245-$485 + parts. For vulnerable household members (elderly, infants, pregnant, medical conditions): go to City of Ottawa cooling centre (libraries, community centres — 3-1-1 for locations during heat warnings).
Every emergency: (1) Timestamped photos/videos before AND after any cleanup. (2) Original of receipts for emergency stabilization, hotel, food, supplies. (3) Names + license numbers of all contractors who responded. (4) Daily log of moisture readings (water events). (5) Inventory of damaged items with model numbers and replacement costs. (6) Email summary to insurer within 48 hours confirming verbal claim details. Most claim disputes trace to inadequate documentation, not coverage gaps.
Depends on emergency: water = IICRC restoration company; gas = Enbridge (1-866-763-5427); power = Hydro Ottawa (613-738-6400); sewer = restoration + 3-1-1 City of Ottawa. Always call insurance 24/7 line second, after stabilizing the immediate hazard.
Typically in the basement near the front foundation wall, where the City service line enters. Look for a brass valve on a 3/4 inch or 1 inch line with the water meter immediately upstream. Locate and tag this valve NOW — before emergency.
Sudden burst pipes: yes. Sewer backup: only with rider ($50-$200/yr). Overland flooding: only with overland endorsement. Gradual leaks: NEVER. Storm/wind/hail damage: yes (sudden). Power outage food spoilage: limited coverage (typically $500 cap). Confirm your specific policy BEFORE emergency.
Photograph everything first. Then yes, you have a legal duty to mitigate damage — remove standing water, run fans (Category 1 only), move salvageable items. Restoration arrival within 4 hours minimizes mitigation work needed.
Major red flag — reputable Ottawa 24/7 contractors invoice insurance or accept credit card payment after work begins. Emergency cash-only demands typically signal scammer chasing storm/flood victims. Verify license and insurance before signing anything.
Annual maintenance: HVAC service ($185-$285), gutter cleaning ($185-$385), sump-pump test with battery backup ($385-$685 install), water-heater anode rod check, garage door spring fall inspection ($145-$245). Install backflow valve (Ottawa subsidizes up to $6,500). Locate and label all shut-offs.