By Ricky McFadden, Licensed Master Plumber | Polly Plumbing | License No. RMP-42199 Serving Keller, Southlake, Colleyville, Flower Mound, North Richland Hills, Grapevine, Fort Worth, Arlington, Trophy Club, Roanoke, and all of Tarrant County. Based in Keller, TX.
Plumbing Emergency Preparedness for Keller TX Homeowners: What to Know Before Something Goes Wrong
The pipe burst while everyone was asleep. The water heater failed on a Friday night. The outdoor hose bib snapped in January and water is running down the garage wall. The smell of gas is coming from the kitchen at 11pm.
Every one of these calls comes in to Polly Plumbing regularly. The homeowners who handle them well share one thing: they knew what to do in the first two minutes. They knew where the shutoff was. They knew which number to call. They got the water stopped before it reached the drywall.
The homeowners who turn a $400 repair into a $4,000 repair share one thing too: they did not know where the shutoff was, so they spent 20 minutes searching before calling anyone.
This guide is the preparation that makes the difference. None of it requires any tools or any expertise. It is information and locations that every Keller homeowner should know before they need to know it.
Call (817) 286-3446) any time. Live agents answer 24/7. License RMP-42199.
Written by Ricky McFadden, Licensed Master Plumber at Polly Plumbing in Keller, TX. License RMP-42199.
A Real Call: The Homeowner Who Had Done Her Homework
Sandra had moved into a Keller home in March. She had read through Polly Plumbing’s water heater maintenance guide and the burst pipe article when she first moved in. She had located the main water shutoff and the individual fixture shutoffs. She had looked up the Atmos Energy emergency number and put it in her phone. She had walked the yard and found where the meter was.
In January, a fitting on the supply line to the outdoor hose bib on the north wall of the garage cracked in a hard overnight freeze. Water was spraying down the inside of the garage wall when she discovered it at 6am.
She walked directly to the main shutoff in the garage and closed it. Water stopped. She photographed the failure point and the wet drywall before drying anything. She called Polly Plumbing at 6:08am.
Ricky arrived by 7:30am. The fitting was replaced. The drywall was wet but not saturated because the water had been stopped within a minute of discovery. Total damage: one fitting, two hours of labor, no drywall replacement needed.
Sandra said the only reason she knew where the shutoff was is that she had found it on a Sunday afternoon when there was no emergency, specifically so she would know where it was when there was.
That is the entire lesson of this guide.
Part 1: Know These Locations Before You Need Them
Walk through your Keller home and confirm each of these locations today. Write them down or take photos. Share them with everyone in the household.
The main water shutoff. This is the most important location in the house for plumbing emergencies. The main shutoff stops all water flow to the entire home. For most Keller homes it is in the garage, on the interior wall closest to where the water service line enters the foundation. It may be a ball valve (lever handle) or a gate valve (round wheel handle). Turn it to confirm it operates smoothly. A gate valve that has not been turned in years may be seized. If the main shutoff is seized or inaccessible, call Polly Plumbing to replace or service it before an emergency requires you to use it.
A second shutoff is located at the city meter at the street. The meter box requires a special key to operate and is the city’s responsibility, but knowing where it is matters. If the interior main shutoff fails during an emergency, the city meter is the backup.
Individual fixture shutoffs. Under every sink and behind every toilet is a small angle stop valve that shuts off water to that specific fixture. Confirm they turn and confirm the direction that closes them. In Keller lake area homes and older homes, these valves may be corroded and seized. A seized fixture shutoff forces you to use the main shutoff for a repair that should have been contained to one fixture.
The gas shutoff. For natural gas homes, the main gas shutoff is on the gas meter outside the home. This requires a wrench to operate. The shutoff position on a gas meter has a handle that is parallel to the pipe when open and perpendicular when closed. Do not operate the gas meter shutoff unless you smell gas or there is a confirmed gas emergency. Restoration of gas service after a meter shutoff requires Atmos Energy to return and verify the system, which takes time. For individual appliance gas shutoffs, a small lever valve is typically located on the gas line near each appliance.
The water heater shutoff. The water heater has a cold water supply shutoff on the cold water inlet pipe at the top of the unit. This stops water supply to the heater without shutting off the rest of the home. For a water heater failure, this shutoff is the first stop rather than the whole-house main.
The electrical panel. For electric water heaters and for any plumbing emergency involving water near electrical components, knowing which breaker controls which circuit matters. Label the water heater breaker specifically in the panel. For a water heater emergency, turning off the breaker before investigating prevents electrical hazard.
Part 2: Know These Numbers Before You Need Them
Put these in your phone contacts now. Not when the emergency is already happening.
Polly Plumbing: (817) 286-3446. Live agents answer 24/7. This is the number for all plumbing emergencies in Keller and Tarrant County. No emergency surcharge.
Atmos Energy 24-hour emergency line: 1-866-322-8667. For any suspected gas leak: leave the home first, then call from outside. Atmos responds at any hour at no charge to the homeowner for gas leak investigations. Do not call a plumber first for a gas smell. Call Atmos first.
City of Keller utility: Contact through cityofkeller.com for water main issues, billing questions, and supply pressure concerns.
Your homeowner’s insurance claims line. Keep the policy number and claims number accessible. Water damage claims are time-sensitive. Documenting the damage with photos before any drying or cleanup begins is required for most claims.
Part 3: Photograph These Things Before a Problem Occurs
Insurance adjusters and contractors can help you better and faster when you have before photos of the areas that are now damaged.
Under every sink: Take a photo showing the supply lines, the drain connections, and the angle stop valves. If a supply line fails and causes cabinet damage, the before photo establishes the pre-damage condition.
The water heater: Date, model, serial number visible in the photo. A photo of the unit and its connections. If the water heater fails and causes water damage, the insurance documentation begins with the unit condition photo.
The main sewer cleanout location: A photo showing where the cleanout cap is. When a plumber needs to scope the sewer line quickly, the cleanout location photo saves time.
The exterior of the foundation: A photo showing the current condition of the foundation perimeter. If a slab leak or water line failure later causes foundation movement, the before photo establishes the pre-damage baseline.
The yard between the meter and the house: A photo showing the current condition of the lawn along the water service line path. If a water service line leak later produces a wet zone, the before photo confirms the normal condition of that area.
Part 4: The Seasonal Plumbing Checklist for Keller Homes
Every February (before spring storm season):
Test the sump pump. Pour water into the basin and confirm the float activates the pump and the pump discharges cleanly. For the full sump pump maintenance checklist, see our sump pump maintenance guide for Keller TX.
Inspect the water heater. Check the T-P valve discharge pipe for any weeping. Check the expansion tank pressure with a tire gauge at the Schrader valve on the tank body. Schedule the annual maintenance visit if it has not been done in the past 12 months.
Every October (before freeze season):
Disconnect and drain all garden hoses from every outdoor hose bib. For homes with standard compression hose bibs, close the interior shutoff valve and open the exterior handle to drain the valve body. For the full freeze prevention guidance, see our hose bib repair guide for Keller TX.
Insulate exposed pipes in unconditioned spaces. In Keller, this means garage water heater supply lines, any pipe runs in unconditioned attic spaces, and any pipe close to exterior walls in older homes with minimal insulation.
Locate the number for Polly Plumbing in your phone before the first hard freeze forecast. The fastest-filling appointment times are the day after a freeze event. Having the number ready reduces the time to first call.
Every year (anytime):
Flush the water heater tank. In Keller hard water, annual flushing prevents sediment accumulation that reduces efficiency and accelerates tank wear. For the full maintenance checklist, see our water heater maintenance checklist for Keller TX.
Test every angle stop valve under every sink and behind every toilet. Turn them to closed and back to open. A valve that turns smoothly will function when needed. A valve that is seized now is the valve that cannot be closed when a supply line failure is soaking the cabinet below it.
Part 5: What to Do in the First Two Minutes of Each Emergency
Burst pipe or active supply line leak: Turn off the main water shutoff immediately. Stop the water before assessing the damage. Photograph the failure point and any visible water damage before drying or cleanup begins. Call Polly Plumbing at (817) 286-3446. For the full burst pipe guide, see our burst pipe repair guide for Keller TX.
Gas smell: Leave the home immediately. Do not flip light switches, use your phone, or start appliances before exiting. Call 911 or Atmos Energy at 1-866-322-8667 from outside. Do not re-enter until Atmos confirms safety. After Atmos has assessed and shut off the gas if necessary, call Polly Plumbing at (817) 286-3446 for the interior repair. For the full gas emergency guide, see our gas line repair guide for Keller TX.
Water heater failure with active water at the base: Turn off the cold water supply at the water heater inlet valve (the shutoff at the top of the unit on the cold side). This stops the supply without shutting off the whole house. For gas units, turn the gas valve on the unit to the pilot or off position. Call Polly Plumbing at (817) 286-3446. For the full water heater repair guide, see our water heater repair guide for Keller TX.
Slab leak suspected (rising bill, warm floor, running water sound): Run the meter movement test: close the interior main shutoff and watch the city meter. If it continues to move, the leak is on the supply side of the home’s plumbing. Call Polly Plumbing at (817) 286-3446 for same-day detection. For the full slab leak guide, see our slab leak detection guide for Keller TX.
Active water leak in the yard (wet zone, rising bill): Close the interior main shutoff. Watch the water meter to confirm whether it stops moving. If the meter stops, the leak is inside the home. If the meter continues to move, the leak is on the exterior service line between the meter and the foundation. Call Polly Plumbing at (817) 286-3446. For the full exterior water line guide, see our water line repair guide for Keller TX.
What Polly Plumbing Does on Every Emergency Call
When you call Polly Plumbing at (817) 286-3446, the live agent asks what type of emergency you have and whether the water or gas is currently shut off. If the water is not yet off, the agent will walk you through the main shutoff while staying on the line.
Ricky arrives with the equipment and parts appropriate to the reported emergency. Every emergency visit is documented in writing. All work is performed under the appropriate permit when required by the City of Keller.
For the full range of Keller plumbing services, see our Keller plumbing services page.
Service areas: Southlake, Colleyville, Flower Mound, North Richland Hills, Grapevine, Fort Worth, Arlington, Trophy Club, Roanoke, and all of Tarrant County.
Call (817) 286-3446 any time. Live agents answer 24/7. No emergency surcharge.
Frequently Asked Questions
Where is the main water shutoff in a Keller TX home?
In most Keller homes, the main water shutoff is in the garage on the interior wall closest to where the water service line enters the foundation. It may be a ball valve with a lever handle or a gate valve with a round wheel handle. The secondary shutoff is at the city water meter at the street curb. Every member of your household should know both locations. If the interior main shutoff is seized or inaccessible, call Polly Plumbing at (817) 286-3446 to replace it before an emergency requires it.
What do I do if I smell gas in my Keller TX home?
Leave immediately without using light switches, phones, or any electrical device inside the home. Once outside, call 911 or Atmos Energy at 1-866-322-8667. Do not re-enter until Atmos confirms it is safe. After Atmos has assessed the situation and shut off the gas if necessary, call Polly Plumbing at (817) 286-3446 for the interior repair. For the full gas emergency guide see our gas line repair article. Atmos responds at any hour at no charge for gas smell reports.
What is the Atmos Energy emergency number for Keller TX?
1-866-322-8667. This is the 24-hour Atmos Energy emergency line. Call it from outside the home for any gas smell or suspected gas leak. Do not call a plumber first for a gas smell. Atmos first, always.
How do I stop a burst pipe in my Keller TX home?
Turn off the main water shutoff immediately. In most Keller homes this is in the garage on the interior wall nearest the foundation. Turn the lever perpendicular to the pipe for a ball valve, or turn the wheel clockwise until it stops for a gate valve. Then photograph the failure point and any visible water damage before drying anything. Call Polly Plumbing at (817) 286-3446. The fastest outcomes on burst pipe calls are always for homeowners who shut the water off within the first minute.
What seasonal plumbing steps should Keller TX homeowners take?
In February: test the sump pump and schedule water heater annual maintenance. In October: disconnect all garden hoses from outdoor hose bibs, close the interior shutoff valves for standard compression hose bibs, insulate any exposed pipes in unconditioned spaces, and add the Polly Plumbing number to your phone before the first freeze forecast. Year-round: test every angle stop valve under every sink and behind every toilet at least once per year to confirm they still operate.
Should I photograph my plumbing before a problem occurs?
Yes. Photos taken before a plumbing emergency significantly improve insurance claim outcomes and speed up contractor response. Photograph under every sink showing supply lines and valves, the water heater and its connections, the main sewer cleanout location, the foundation perimeter, and the yard between the water meter and the house. These take 15 minutes total and are potentially worth thousands of dollars in documentation value if a water damage insurance claim is ever filed.
What are the most common plumbing emergencies in Keller TX?
By volume of Polly Plumbing calls: burst pipe from January freeze events (most common January through February), water heater failure, slab leak producing rising water bill, exterior water line failure, and outdoor hose bib failure from freeze damage. For each emergency type, Polly Plumbing has a dedicated guide: burst pipe, gas line emergency, slab leak detection, water line repair, hose bib repair, and water heater repair are all covered at pollyplumbing.com.
Written by Ricky McFadden, Licensed Master Plumber, Polly Plumbing. Texas License RMP-42199. Based in Keller, TX. Serving Keller and all of Tarrant County.
Published: May 2026. Last reviewed: May 2026.