What should I do in the first 24 hours after water damage?
Make the area safe, stop the water at the source, turn off power to wet areas if you can do so safely, photograph the damage, move belongings out of the water, tell your insurer, and get water extraction and drying started. Materials that are dried within the first 24 to 48 hours are far more likely to be saved, and mould is far less likely to start.
Call 1300 050 565, 24/7Why the first 24 hours matter
Water does not stay where it lands. It soaks through carpet into underlay and subfloor, wicks up plasterboard and runs into wall cavities and under cabinetry. The longer it sits, the more materials it reaches and the harder they are to dry.
In warm, humid conditions mould can begin to grow on damp materials within about 24 to 48 hours. Acting early is the difference between drying carpet and walls in place and having to remove and replace them.
What not to do
Do not walk into a room where water is near power points, appliances or a sagging ceiling. Do not use a household vacuum cleaner on water, and do not lift wet carpet off its fixings yourself, as it can shrink and tear. Do not throw damaged items away before they have been photographed and your insurer has agreed.
Step-by-step: the first 24 hours
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1
Make it safe
Keep children and pets out of the area. If water is near electrical outlets or the ceiling is sagging, stay out and turn off power at the switchboard only if you can reach it safely.
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2
Stop the water
Turn off the water at the mains or the isolation tap for the leaking fitting. For a roof leak or storm damage, call the SES on 132 500 for emergency help.
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3
Photograph everything
Take photos and video of the source, the affected rooms and damaged belongings before moving anything. Note the time you found the damage.
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4
Protect belongings
If it is safe, lift furniture onto blocks or put foil under the legs, and move rugs, electronics and valuables to a dry room.
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5
Call a restoration company
Call NRN on 1300 050 565 for water extraction and drying. Have the address, what happened and which rooms are affected ready.
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6
Tell your insurer
Lodge the claim and ask what they need from you. Emergency work to prevent further damage does not normally need to wait for approval.
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7
Start drying
Open windows if the weather is dry and leave air conditioning on. Professional air movers and dehumidifiers then run continuously until moisture readings return to normal.
Have this ready when you call
- Property address and postcode
- A phone number you can be reached on
- What caused the water and when it started
- Which rooms and floor types are affected
- Whether the water has been stopped
- Your insurance claim number, if you have one
Common questions
Should I turn off the electricity after a flood or leak?
If water is near power points, appliances or light fittings, switch off power to the affected area at the switchboard, but only if you can reach it without walking through water. If you cannot, stay out and call an electrician or your energy distributor.
Can I use a fan or heater to dry wet carpet?
A household fan helps with a small clean-water spill. It will not dry soaked underlay, subfloor or wall cavities, and heaters can make a room more humid without removing moisture. Larger areas need extraction and dehumidification.
Do I need to wait for my insurer before starting cleanup?
For emergency work to stop the damage getting worse, most policies do not expect you to wait. Tell your insurer as soon as you can and keep photos and records of what was done.
How soon does mould start after water damage?
Mould can begin growing on damp materials within about 24 to 48 hours in warm, humid conditions, which is why extraction and drying should begin as early as possible.
What if the water is from a toilet, drain or flood?
Treat it as contaminated. Keep people and pets away, avoid contact, and do not try to save soaked carpet or soft furnishings. The area needs professional extraction, cleaning and disinfection.
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