Maintenance playbook
Clogged drain or toilet: what to try before the plumber
Updated
Drain calls are the most common plumbing request and the one where responsibility is most often disputed. The triage is about two things: does the tenant still have a working toilet, and is anything backing up?
How urgent is it?
OwnAway files "clogged toilet" and "kitchen sink backed up" as P1 Urgent (24-hour target). A "slow drain" is P2 Routine (72 hours). Anything with "sewage" or water backing up into a tub or floor drain is P0 Emergency — that is a main line, and it will get worse.
- Sewage backing up, or more than one drain affected: P0. Main line. Tell the tenant to stop running water and call a drain specialist, not a handyman.
- Only toilet in the unit is clogged: P1. Same day.
- Kitchen sink won't drain: P1. Next day at the latest — no dishes is a habitability issue.
- One slow bathroom sink or shower: P2. Batch it.
What the tenant can try first
Sorry about that. Before I send a plumber: a few firm pushes with a plunger usually clears it — make sure the plunger seals over the hole. Don't use chemical drain cleaner. If it's still stuck in 10 minutes, text me and I'll get someone out today.
Ask what went down the drain only if you need to know for the plumber. Asking as an accusation makes the tenant stop reporting problems, and the next one you hear about will be the expensive one.
What to text the plumber
Hi — Clogged [toilet / kitchen sink / main line], plunger tried, [one / multiple] drains affected at [address, unit]. Tenant is [name], reachable at [phone]. Can you get there today? Reply with a window and I'll confirm with the tenant.
Who pays
Default to the landlord and only charge the tenant when the plumber's invoice names a cause the tenant put there — wipes, grease, a toy. Most leases allow that charge-back; state law generally does too. Tree roots, old pipes, and a main line are always the owner's.
Questions
Can I charge the tenant for a clogged drain?
Only when the plumber identifies a cause the tenant is responsible for, and your lease allows the charge. Keep the invoice with the cause written on it. Do not withhold the repair while you decide.
Should I let tenants use chemical drain cleaner?
No. It damages older pipes and makes the plumber's job dangerous. Tell tenants to plunge, then report.