Tenant reports a leaking water heater

1. Ask them to close the cold-water valve on the pipe entering the top of the heater (a lever handle turns a quarter-turn until it crosses the pipe; a round handle turns clockwise).

2. Electric heater: switch off its breaker — but not by standing in water to reach the panel. Gas: turn the control knob to “off” or “pilot”. If they smell gas: leave and call the gas company or 911 from outside.

3. Ask for one photo of the whole heater from the floor up, puddle in view — and a second of the top fittings if they can reach safely.

4. Towels or a wet-vac on the water; move boxes and anything electrical off the floor.

• Water from a fitting on top, the drain valve, or the relief-valve pipe

  Usually repairable: a plumber today. Water from the relief-valve pipe can mean the temperature or pressure is too high, or thermal expansion — have the plumber check the pressure too ^[1].

• Water from under the tank with nothing else wet, or a rusted wet base

  The tank has failed; it cannot be repaired. Plan a replacement — keep the water off until then.

• Water coming through a ceiling below, or near the panel

  Emergency: power off to the wet area, plumber now, and check the unit below.

Plumber. For a replacement, check your local permit rules.

“I’ve seen the photo. Please keep the water turned off at the valve on top of the heater and stay away from any wet outlets. I’m sending a plumber today and I’ll message you with a time.”

The Triage Profile writes this line for every photo, matched to how urgent it is.

• The tenant’s photo and the time it arrived.
• The heater’s label (make, model, serial — the serial encodes the manufacture date).
• What the plumber found and replaced, and whether the tank or a fitting failed.

Flush tanks and test relief valves on a schedule; makers recommend it as routine maintenance ^[2].