Sewage backups
What are sewage backups?
Sewer backups happen when sewage and/or dirty water or wastewater, comes up a sink, toilet or drain. They usually happen when something blocks the sewer pipe and prevents wastewater from flowing freely.
Steps to take if you have a backup
Step 1. Protect people from exposure
Do not go into the affected area without wearing proper protective gear such as rubber gloves, boots, and a mask.
Contaminated water may contain harmful bacteria and pathogens.
Step 2. Call 311
The 311 agent will ask questions to determine whether you need a plumber (internal plumbing issue) or if the issue might be a result of City infrastructure.
If 311 advises you that a City inspection is not required, you may call a local plumber to determine if you have an internal plumbing issue.
Note: City crews will not move furniture, pull back carpet, remove toilets or make holes in drywall to identify the source of the backup
Step 3. Contact your insurance company
Preparing for your appointment
Follow the steps below to prepare the site so crews can begin work as soon as they arrive.
Step 1. Locate the cleanout
The cleanout provides access to the sewer line so clogs can easily be cleaned out.
This opening is usually located in the basement or on the lowest level of the property. Look to see where the water service comes into the house.
Both water and sanitary enter the house in the same location. You may find the cleanout near the main water shut off valve.
How to locate the cleanout
The cleanout is usually located in the basement or on the lowest level of the property.
You may also look for the location where your water service comes into the house. Both water and sanitary lines enter the house in the same location.
As shown here, you may find the cleanout near the main water shut off valve or the cleanout may be near the entrance of the water line.
Cleanouts and floor drains when they are not buried under the floor
Left: is a sanitary cleanout with a floor drain. Both floor drain and the main sanitary cleanout are located below floor level. They should not be covered yet often they have carpet, wood or concrete over them. It is preferable for the floor drain to be open.
Centre: is a modern transparent cleanout
Right: is a storm water cleanout
If the cleanout cannot be located in the floor, then it may be possible for the crew to work from a stack. The stack may be behind drywall.
Note: It is not always possible to clear a clog through the stack.
Examples of stacks
Sometimes this type of stack can be used, but in the interest of protecting your property from damage, crews typically prefer to work from the cleanout.
Here is another example of a stack. The stack usually protrudes prominently above ground level.
The stack may be hidden behind drywall or under fillings. It is the customer's responsibility to locate and expose it.
Relieving a choke from a stack is difficult; the crew will determine the feasibility of doing so.
Step 2. Provide access to the cleanout or stack
- Clean around the cleanout as best as possible to prevent further spread of organic waste. Clear a path approximately two metres or six feet around the cleanout so it's accessible.
- Provide access to the cleanout or stack. It is the responsibility of the homeowner to inform the crew of any renovations or changes to the sanitary system that have been done or that they are aware of since being in possession of the residence/business. This helps the crew to determine how to clear the service line.
Note: The crew will need to keep their steel toed boots on for safety. If the cleanout has been covered by carpet, false floor or dry wall, the customer is responsible for providing access.
If this is not possible, let us know the reason so we are prepared upon arrival. We will ask for written permission to remove an obstruction.
Step 3. When the crew arrives
- You will direct the crew to the cleanout and stay with them during the assessment.
- The crew will attempt to open the cleanout and if this is not possible, you will be asked for written permission to remove the cleanout cap.
- The crew will run a steel snake to the sewer main to determine if the blockage is on private or public property.
Note: If the blockage is determined as being on private property, the customer will be advised to call a plumber.
Equipment such as this steel snake, is used by the crew. The steel snake is a long-coiled cable that is used to remove blockages.
Step 4. After your appointment
- You will be asked to run water to verify that the obstruction is removed. This procedure may be repeated. Your assistance is required to run the water.
- The crew may request a plastic bag for removal of organic waste found inside the service.
- You will receive a copy of the Customer Service Report (CSR). Information will be provided for any future courses of action.
How to prevent sewage backups
Do Prevent fat or oil blockages
In your home plumbing system (household drains and toilets), the main cause of sewage backups is usually the accumulation of fats, oil and grease.
Additionally, you can also use paper towel to wipe extra grease from dishes, pots and pans before washing.
Don't Dispose household items down the drain
- Dental floss
- Diapers
- Disposable towels
- Hair
- Sanitary or wet wipes.
See what items not to flush down drains and toilets.
Do Install a backwater valve
On below grade fixtures to help eliminate costly sewage water damage.
Do Maintain your drains by performing regular maintenance
Always avoid pouring potentially harmful substances down the drain, like grease.