Tell us what it's doing

The message that helps most isn't technical. "Water under the hot water tank since yesterday" or "kitchen sink gurgles when the washing machine drains" is exactly the right level of detail.

If it's a gas smell, don't use this form

Leave the building first. From outside, call Jemena on 131 909, 24 hours: they run the gas network in the Hunter and a suspected leak is their call before any plumber's. Call 000 if anyone is in danger.

While you wait

The symptom index tells you what your problem usually means and how urgent it tends to be, and the guides library covers most common problems in detail, written for Lake Macquarie homes. If water is actively escaping, find your water meter and turn the stop tap off; everything else gets easier from there.