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In a plumbing or gas emergency, the first 60 seconds matter. Knowing where your shutoffs are — and how to use them — can be the difference between a minor inconvenience and tens of thousands of dollars in damage.
Read this now. Do not wait until you need it.
Turning Off Your Water Supply
The Toby Valve (Main Water Shutoff)
Every Auckland property has a toby valve — the main shutoff for the entire water supply to your home. It is located at the property boundary, usually:
- Under a small metal cover (a "toby box") in the ground near the front fence or driveway
- Sometimes at the side of the property, near the boundary
- Occasionally on the footpath side of the boundary — in this case it belongs to Watercare but you can still use it in an emergency
How to Turn It Off
There are two common types:
- Lever type: Turn the lever so it is perpendicular (at 90 degrees) to the pipe — this is off. When the lever is parallel to the pipe, it is on.
- Spindle type: Requires a toby key (a long-handled tool with a socket on the end). Turn clockwise to close.
Toby keys are inexpensive and available from hardware stores. It is worth buying one and keeping it accessible. Some toby boxes can also be operated with a flat-blade screwdriver.
Isolation Valves Inside the House
You do not always need to turn off the whole house. Look for isolation valves under sinks, behind toilets, and at the hot water cylinder. These let you isolate a single fixture without affecting the rest of the house.
- Under sinks and vanities: Small inline valves on the hot and cold supply hoses — turn clockwise (screwdriver slot or handle) to close
- Behind or beside the toilet: An inline valve on the fill hose — turn clockwise to close
- Hot water cylinder: Cold water inlet valve — usually a gate valve or ball valve on the pipe entering the cylinder
After Turning Off the Water
- Open a tap at the lowest point of the house to drain remaining pressure from the pipes
- Switch off the hot water cylinder at the electrical board — this prevents it from heating an empty tank and burning out the element
Turning Off Your Gas Supply
The Gas Meter
Your gas meter is usually located outside the house — on an exterior wall, in a meter box, or on the boundary. The shutoff valve is on the meter itself.
How to Turn It Off
- Ball valve (lever handle): Turn the lever so it is perpendicular (at 90 degrees) to the pipe — this is off
- Older gate valve: Turn clockwise until it stops
Do not force the valve. If it is stiff and will not move, do not use excessive force — call the gas emergency line instead.
LPG Bottles
If you are on LPG, the shutoff is the valve on top of the gas bottle (or on the regulator attached to the bottle). Turn it clockwise to close.
When to Turn Off the Gas
Turn off your gas immediately if you suspect a gas leak:
- You smell gas inside or outside the house
- You see a damaged gas pipe
- You hear gas hissing from a fitting or appliance
- There is a fire on or near your gas system
After Turning Off the Gas
- Do NOT switch any lights or electrical appliances on or off (a spark can ignite gas)
- Do NOT use your phone inside the building
- Open doors and windows to ventilate — do not use extractor fans
- Get everyone out of the building
- Call the gas emergency line from outside: 0800 GAS 888 (0800 427 888)
- Call Water and Gas Worx for gasfitting help: 0800 322 322
Do This Now — Before You Need It
Take five minutes today:
- Find your toby valve. Check it turns freely. Note whether it needs a toby key.
- Find your gas meter shutoff. Confirm you can access it easily.
- Check the isolation valves under your bathroom and kitchen sinks — make sure they operate.
- Identify the hot water cylinder switch on your electrical board.
- Make sure everyone in your household knows where these shutoffs are.
Save these numbers in your phone right now:
- Water & Gas Worx emergency: 0800 322 322
- Gas emergency line: 0800 GAS 888 (0800 427 888)
- Emergency services: 111
If a burst pipe or water leak is causing damage, turning off the toby immediately limits the destruction while you wait for help.
Emergency Plumbing and Gas in Auckland
Water and Gas Worx provides 24/7 emergency plumbing and gasfitting across Auckland. We are licensed by the Plumbers, Gasfitters and Drainlayers Board. When something goes wrong, we are available — day or night.
Call 0800 322 322 anytime.
Frequently Asked Questions
Where is my toby valve?
Your toby valve is at the boundary of your property, usually under a small metal or plastic cover near the front fence or driveway. It controls the entire water supply to your home. Look for a round or rectangular lid at ground level near where the water pipe enters your property.
How fast can a plumber get to me in an emergency?
For emergencies like burst pipes, gas leaks, or no hot water, we aim for same-day — often within a few hours during business hours.
What should I do if I smell gas?
Turn off the gas at the meter, do not switch any electrical appliances on or off, open doors and windows, get everyone outside, and call the gas emergency line (0800 427 888) from outside. Do not use your phone inside the building. Then call us on 0800 322 322.
What does an emergency plumber cost after hours?
Our rate is $155 plus GST for the first hour, then $100 plus GST per hour after that. After-hours is $295 plus GST for the first hour, then $100 plus GST per hour after that. Public holidays are $395 plus GST for the first hour, then $100 plus GST per hour after that. We can quote before starting so you know the cost upfront.