Basement Flooding: Who to Call First (and What to Do Right Now)

Basement Flooding: Who to Call First

Your basement is flooding. Here is exactly who to call, in what order — and what to do right now while you wait.

Call first: an IICRC-certified water damage restoration company. Not a plumber. Not a general contractor. Not your landlord (if you rent). A water damage restoration company.

Why? Because the clock on mold growth starts within 24–48 hours of a water event. A restoration crew will begin extracting water and placing drying equipment within hours of your call. A plumber fixes the source — they cannot dry the building. A general contractor rebuilds after drying — they cannot speed up the drying process. Only a restoration company can stop the damage from compounding.

Step 1: Who to Call (In Order)

Call #1 — Water Damage Restoration Company (Call Now)

Call an IICRC-certified restoration company before anyone else. Most operate 24/7 with emergency response. Tell them:

• How deep the water is (inches)
• Whether the source is still active (pipe still running, sump still failing)
• Whether there is any sewage smell (changes the hazard classification)
• Your approximate square footage

They will dispatch a crew. Average response time is 30–60 minutes for emergency calls.

What to look for: IICRC WRT (Water Damage Restoration Technician) certification. Verify at iicrc.org/find-a-certified-firm.

Call #2 — Your Insurance Company (Same Day)

Call your insurance company to open a claim within hours of discovering the flooding. Most policies require "prompt notification" — waiting days can complicate coverage. Have ready:

• Your policy number
• The date and time you discovered the flooding
• A brief description of the source (if known)
• The restoration company's name (who you called first)

Important: Do not let your insurer talk you into waiting for their adjuster before beginning extraction. Most policies allow — and many require — that you take immediate steps to mitigate further damage. Extraction IS mitigation.

Call #3 — A Licensed Plumber (If Source Is Still Active)

If the water source is a burst pipe, sewer backup, or failed water heater, a plumber is needed to stop the flow. The restoration company cannot do this. Call a licensed plumber after you have called the restoration company. Most restoration crews can recommend plumbers they work with regularly.

Exception: If the flooding is from a sump pump failure, a plumber can sometimes restart or replace the pump quickly. Call them simultaneously with the restoration company.

What to Do Right Now (While You Wait)

Safe to do yourself:

• Turn off electricity to the basement at the breaker box if water is near any outlets, appliances, or electrical panels — do this before entering
• Turn off the water main (usually at the street or in the utility room) if the source is an active burst pipe or supply line
• Move items off the floor to dry ground: important documents, electronics, photos, irreplaceable items
• Take photos and video of everything before moving anything — open every drawer, capture every room, every wall, every ceiling

Do NOT do these:

• Do not use a shop vac or consumer-grade equipment and then assume the job is done — surfaces dry but walls and subfloor remain saturated for days, and mold follows
• Do not use electrical appliances in a flooded area, including extension cords or space heaters
• Do not allow anyone into the basement without confirming the electricity is off
• Do not bleach the walls yourself if there is any chance the water source was a sewer backup — Category 3 contamination requires HEPA-filtered work environments

What the Restoration Crew Will Do When They Arrive

1. 1Assess the water category — clean (Cat 1), gray water (Cat 2), or sewage/flood (Cat 3). This determines safety protocols and equipment required.
2. 2Measure moisture levels — with a pin-type and/or non-contact moisture meter. This establishes the baseline for the drying report.
3. 3Extract standing water — using truck-mounted or portable extraction units. Industrial extraction moves far more water per hour than any shop vac.
4. 4Place drying equipment — commercial dehumidifiers (150–250 pint/day capacity) and high-velocity air movers per IICRC S500 ratios. These run 24 hours a day, 3–7 days.
5. 5Take daily moisture readings — and log them. You have the right to see these logs. Each reading must progress toward dry standard before equipment is removed.

If Your Basement Flooded Because of a Sump Pump Failure

Sump pump failure is specifically excluded from most standard homeowners policies. Coverage requires a water backup and sump overflow endorsement, typically $50–$100/year. Without it, you pay the full cleanup cost out of pocket.

If you do not have this endorsement, add it now — after this event is resolved. A single basement flood event costs $2,500–$10,000 to clean up. The endorsement costs less than a dinner out.

If the Flooding Involved Sewage

Any basement flooding that has a sewage smell, brown water, or came from an overflowing toilet or sewer drain is Category 3 (black water) under IICRC S500. This is a biohazard situation:

• Do not wade through the water or attempt cleanup without full PPE
• All porous materials that contacted the water (carpet, drywall, insulation) must be removed — they cannot be dried and kept
• The restoration company must use HEPA air filtration during the entire work process
• Standard homeowners insurance does NOT cover sewer backup without a separate rider

Flooded Basement: Who to Call Summary

The most expensive mistake homeowners make after a flooded basement is waiting — to see if it dries on its own, to get multiple estimates before starting, or to try DIY extraction first. Every hour of delay in a finished basement extends drying time and increases the likelihood that materials must be removed rather than saved.

Call the restoration company first. Document everything. Call your insurer the same day.