Flood & Water Damage Emergency Response

Purpose

Guide Spartan Plumbing technicians through the proper response when their work causes water damage, when they discover existing water damage, or when emergency water situations arise during a service call.

When to Use

• A pipe bursts or fitting fails during your work, causing water damage
• You discover active flooding or water damage at a job site
• A customer calls with an emergency water/flood situation
• Water supply cannot be shut off during an emergency

Procedure

Water Emergency Caused by Your Work

Shut off the water supply immediately — use the closest shutoff valve

If you cannot find a shutoff valve, shut off at the main

Contain the water: use towels, buckets, direct flow to drains

Inform the homeowner immediately — be honest and transparent

Call your supervisor right away — do not try to handle property damage claims on your own

Take photos and video of everything before cleaning up

Help the homeowner move furniture or valuables out of standing water if safe

Document everything in ServiceTitan with detailed notes and photos

Arriving to an Active Flood Situation

Assess safety first — is there standing water near electrical outlets or panels?

If water is near electrical hazards, do NOT enter the water — have the homeowner shut off power at the breaker, or call the electric company

Locate and shut off the water source

Identify the cause: burst pipe, failed water heater, sewer backup, etc.

Take photos of the damage before beginning any repair

If this is a sewer backup, wear appropriate PPE (gloves, boots, eye protection)

Complete the emergency repair, then document and estimate for any follow-up work

Customer Communication

Be empathetic — water damage is stressful and expensive for homeowners

If Spartan caused the damage: assure the customer we will make it right. Do not admit fault or make promises about coverage — let the office handle the insurance process

If it is existing damage: help the customer understand what happened and what the repair options are

If water damage restoration is needed, coordinate with the office for restoration company referral

Important Notes

• NEVER downplay water damage — even small leaks behind walls can cause mold and structural issues
• If Spartan's work caused the damage, an incident report must be filed immediately
• The office team handles all insurance claims — techs should document thoroughly but not negotiate with homeowners about coverage
• Emergency water calls are priority dispatches — these cannot wait

Related SOPs

• Insurance Claim Guidance & Ethics — how Spartan handles property damage claims
• Service Call Process — standard documentation and communication
• Emergency Contact List & Reporting Chain — escalation for emergencies