Start here
Work down the list. The first line that matches is your first call.
- IfAnyone is injured, unconscious, having trouble breathing, or water is near live electrical equipment you cannot safely shut offThenCall 911.
- IfYou smell natural gasThenLeave the house and call your gas utility or 911 from outside.
- IfNeighbors also have sewage coming up, or a manhole in the street is overflowingThenCall the sewer provider's emergency line on your utility bill. In most of Thornton that is the city utilities department.
- IfOnly your house is affected and sewage is still risingThenStop all water use, then call a plumber who clears main sewer lines.
- IfYou live in a townhome or condo with shared linesThenNotify the HOA manager or board emergency contact, then the plumber they direct you to.
- IfYou rentThenNotify the landlord or property manager first, in writing as soon as you can.
Who does what
| Who | What they handle | What they do not |
|---|---|---|
| 911 | Life safety, fire, electrical danger | Plumbing or cleanup |
| Sewer provider | Public main blockages and overflows | Your private lateral or house cleanup |
| Plumber | Clearing your line, camera inspection, repairs, backwater valves | Removing contaminated building materials |
| Cleanup contractor | Containment, extraction, removal, sanitizing, drying | Clearing the sewer blockage itself |
| Insurer | Claim, coverage decisions, adjuster visit | Choosing your contractor for you |
| Electrician or HVAC tech | Panels, outlets, furnace and water heater safety | General cleanup |
A sensible order over the first day
- Minutes
- Safety check, stop water use, keep people away, power off to the area from a dry spot.
- First hour
- Provider or plumber call, depending on whether neighbors are affected. Start photographing.
- Once the line is flowing
- Call your insurer to open a claim and ask what they need before removal starts.
- Same day
- Contact a cleanup contractor you have checked; ask the questions on the hiring list.
- Before restarting equipment
- Have the furnace, water heater and any wet electrical checked by the right trade.
Why the order matters
A cleanup contractor who arrives before the line is cleared can extract water, but sewage keeps coming back up as long as the blockage is there and anyone upstairs uses water. A plumber called for a public main problem may find nothing wrong with your lateral and still charge for the visit. Getting the first call right, especially the provider-or-plumber question, saves both time and money. Where your utility bill names a water and sanitation district instead of the City of Thornton, use the district's number.
General information for Thornton, not a quote or professional advice. In an emergency, call 911.