Frozen Pipes

Water pipes and service lines can freeze when frost penetrates the ground during long periods of extremely low temperatures. Water pipes located in unheated areas can also freeze without proper insulation.

In 2015, The City of Hamilton received over 1,200 calls from residents whose water pipes had frozen, leaving some without running water for days. We generally take our water for granted until we can’t flush toilets, have a shower, do laundry or wash dishes. Routine activities like brushing teeth or having a glass of water are no longer as easy as turning on your tap. Being proactive before the temperature drops is an affordable way to help prevent your water pipes from freezing.

Frozen Pipes? Take Action Safely

What to Do if Your Pipes Are Frozen

Step 1 - Check your pipes at home

• Turn on a tap in the basement. If water flows, the pipe is thawing.
• Know where your home’s shut-off valve is. If a pipe bursts, slowly turn off the water to avoid flooding.
• You can carefully thaw exposed pipes near the water meter using a blow dryer, space heater, or warm towel. Never use an open flame.

Step 2 - Call a licensed plumber

• Only a licensed plumber should thaw pipes that are too hard to thaw safely at home.
• If you have Service Line Warranty of Canada (SLWC) coverage, contact them first.
• Ask that they use CSA-approved tools to internally thaw the service line (e.g. steam, hot water, or pulse‑jet machines) to thaw pipes safely.
• Make sure they thaw the full water service line to the street and measure how much pipe was thawed.
• Ask for written confirmation of the thawing method and pipe length.
• Have them email this confirmation to [email protected] so the City can assess and take action if needed.

Step 3 - Reporting frozen pipes

• Only contact the City after a plumber confirms the frozen pipe location.
• For urgent issues, call the City Contact Centre 24/7 at 905‑546‑2489 (CITY).
• The City only responds if the frozen pipe is on the public side of the property.

Remember: You can check your pipes and safely thaw small, easy-to-reach sections yourself. But if the pipes are still frozen or the problem is bigger, always call a licensed plumber. This helps to keep you and your home safe.

If your water pipes freeze you could be without running water for days. In some cases this house to house connection is the only temporary solution until the service line or water pipes can be thawed or repaired. The City can assist with this connection at no charge.