Burst Pipe Water Damage in Memphis, TN: What to Do
The average first freeze in Memphis is November 12 and the average last is March 18, per the National Weather Service; MLGW takes burst-pipe emergency calls at 901-528-4465.
Who to Call First in MemphisWhat to Do When a Pipe Bursts
Stop the water, keep people safe and document the damage. If the leak is inside your Memphis home, call the MLGW emergency hotline at 901-528-4465. MLGW says a burst pipe or water heater is an emergency when the leak is inside your home and could flood the building, and that it will turn off the water supply.
- Use your home's main shut-off valve if you can reach it safely. Do not force a valve you cannot operate; seek qualified help.
- Call MLGW at 901-528-4465 for a burst pipe or water heater leak inside the building.
- Stay away from water near electrical outlets, fixtures and appliances. This is general safety advice; call 911 for immediate danger.
- Photograph the source, the standing water and the damaged rooms and belongings where it is safe to do so.
- When you are unsure which office to call, use the who to call first page for Memphis.
MLGW and the Water Service Line
MLGW is the water utility for Memphis, and its emergency hotline handles burst pipes and water heaters inside a home or business. MLGW says it will respond to your call by turning off the water supply to help limit damage. MLGW describes the water service line as a shared responsibility between MLGW and the homeowner.
- The emergency hotline, 901-528-4465, also takes reports of gas leaks, downed electric wires and broken water mains inside a building.
- MLGW describes the water service line as a shared responsibility between MLGW and the homeowner. Its burst water pipes page explains when it treats a leak as an emergency.
- A plumber can tell you which part of the line is yours to repair.
901-544-6549 is MLGW Residential Customer Care (8 a.m. to 6 p.m.), for billing and connections. It is not the shutoff or emergency number for a burst pipe.
Freeze Season in Memphis
The National Weather Service Memphis office lists the average first fall freeze at Memphis as November 12 and the average last spring freeze as March 18. A freeze date is the date the minimum temperature reached 32 degrees Fahrenheit or lower. The figures use a period of record through 2020 and are averages, not forecasts.
| Measure (NWS Memphis station) | Average date | Definition | Verification |
|---|---|---|---|
| First fall freeze | November 12 | Minimum temperature of 32 degrees Fahrenheit or lower | Checked: September 2026 |
| Last spring freeze | March 18 | Minimum temperature of 32 degrees Fahrenheit or lower | Checked: September 2026 |
- Freezes can occur outside those averages.
- Learn how to reach your main shut-off valve before winter, not while water is running.
- The NWS table is on its frost and freeze page, last updated in 2021.
Who Handles What After a Burst Pipe
A burst pipe usually involves several parties, and each does a different job. For a leak inside the home that threatens to flood it, MLGW says it will turn off the water supply. A plumber repairs the pipe. A restoration provider deals with wet materials. Your insurer decides the claim.
- Utility: MLGW says it will turn off the water supply for a leak inside the home that threatens to flood the building.
- Repair: a plumber fixes the failed pipe or fitting.
- Water removal and drying: a local restoration provider. Ask for proof of insurance and any trade license the job requires.
- Claim: your insurer. TDCI takes policy questions at 615-741-2218 or 800-342-4029.
If you rent, tell your landlord in writing right away. A renters policy covers your belongings, not the building.
Insurance and Documentation
A burst pipe claim turns on your policy wording, so read it and ask your insurer how it applies to your loss. Many standard policies cover sudden and accidental water discharge from plumbing and generally exclude flood and sewer backup, but your policy controls. TDCI advises temporary protective repairs first and inspection before permanent repairs where possible.
- Under Tennessee rule 0780-01-05-.08, within 60 days after properly completed and executed proofs of loss, an insurer must accept or deny liability or notify you that more investigation is needed. If the investigation stays incomplete, it sends letters with reasons 60 days after that notice and every 60 days thereafter. The insurer must pay within 30 days after it affirms liability, if the amount is determined and not in dispute. See the rule text.
- A Tennessee public adjuster's fee is capped at 15% of settlement proceeds if the contract precedes the insurer's offer; after an offer, it is capped at 25% of the increase over the insurer's last offer before the contract (Section 14 of Tennessee Public Chapter 997, codified at Tenn. Code §56-6-913).
- Keep receipts for temporary protection and note the dates of every call.
- The Tennessee insurance claim guide covers the process in more detail.
This page is general information, not legal or insurance advice.
Drying and Cleanup After the Water Stops
Water from a broken supply line is generally clean when it starts, while sewage and floodwater are treated as contaminated. FEMA states how soon items that hold moisture can develop mold, EPA states when mold generally will not grow, and the CDC advises drying out promptly after a flood. The Memphis mold guide covers the wording in depth.
- In its flood-recovery guidance, FEMA warns that wet carpet, furniture, bedding and other moisture-holding items "can develop mold within 24 to 48 hours."
- The EPA says that in most cases mold will not grow if wet or damp items are dried within 24 to 48 hours.
- The CDC advises drying out fully and quickly within 24 to 48 hours after a flood.
- Price depends on the water category, the area affected and the materials. The Memphis cost guide explains what can be said about it.
If That Did Not Work
If the water is still running or nobody has taken responsibility, you have three exits: try the same contact again with clearer details, use a different route, or contact the agency that oversees the party involved. This guide cannot predict how long any of them will take.
- Try again: call MLGW at 901-528-4465 and say the leak is inside the building and water is still running.
- Another route: if you cannot reach or operate your main valve, say so on the call and seek qualified help, such as a plumber. Ceiling water is covered in the ceiling damage guide.
- Who to contact: if your insurer is the obstacle, TDCI at 615-741-2218 or 800-342-4029. Its complaint page has details.
Frequently Asked Questions
Does water from a pipe always count as clean water?
What are Memphis's average first and last freeze dates?
What if I cannot reach my main shut-off valve?
Who is responsible for the water service line at my house?
Should I hire a plumber or a restoration provider?
Is a slow leak inside a wall an emergency?
Water in your home right now?
See who to call first in Memphis, how to reach your water provider, and how to check your flood zone.
Who to Call First in Memphis