Start with the symptom, not the phone book
The right person to call for a hot water heater problem depends on what you see, hear or smell. A rotten egg smell or hissing near a gas heater is a gas safety event, and the first call is not to a plumber. Water on the floor under the tank is a plumbing problem. A heater that simply does not heat, with no smell or leak, is where a plumber or an appliance repair tech might both do the job.
This split matters because a wrong first call can cost an evening. A utility cannot fix your tank. An appliance tech without a plumbing license may not be allowed to touch the gas line, the shutoff valve or the water connections. A licensed plumber covers both the gas and water sides of the heater.
Use the table below to find your symptom, then go to the safety section if gas is involved.
Water heater work is covered by the California Plumbing Code, which is based on the Uniform Plumbing Code (UPC), so ask any plumber how the repair will meet code.
Symptom to first call
Read across the row that matches what you notice.
| What you notice | What it often means | First call | Your first action |
|---|---|---|---|
| Gas smell, hissing near the heater | Possible gas leak | SoCalGas or 911 | Leave on foot, call from outside |
| Water pooling under the tank | Tank leak or fitting leak | Licensed plumber | Shut the cold supply valve, turn off gas or breaker |
| Dripping from the relief valve pipe | Over pressure or a failing valve | Licensed plumber | Do not cap the pipe, call |
| No hot water, gas unit | Pilot, thermocouple, gas valve or burner | Licensed plumber | Check pilot only if the manual shows how |
| No hot water, electric unit | Tripped breaker, failed element or thermostat | Plumber or appliance repair | Check the breaker, then call |
| Lukewarm water | Failed element, dip tube or sediment | Licensed plumber | Note which fixtures are affected |
| Rusty hot water, rotten egg smell | Anode rod or tank corrosion | Licensed plumber | Run the hot tap, then call |
| Banging or rumbling | Sediment on the tank floor | Licensed plumber | Schedule a flush |
If more than one row fits, the safest one wins. Gas first, then leaks, then performance.
If you smell gas near the heater
A rotten egg smell, a hissing or roaring sound, bubbles in standing water, or dead vegetation near a gas line can signal a leak. Per CPUC guidance, get out first. Leave the area on foot and call from a safe distance. SoCalGas can be reached at 1-800-427-2200, and you call 911 if life or property could be endangered.
We do not promise a gas response time and neither should anyone else. Your job is to get away from the source and let the gas company make the area safe.
Do these things, and avoid these things
- Leave the house on foot, and take people and pets with you.
- Call SoCalGas at 1-800-427-2200 or 911 from outside or a neighbor's home.
- Do not light a flame, strike a match or create a spark.
- Do not flip light switches or use electrical devices, including a garage door opener.
- Do not use a phone near the leak.
- Do not start a vehicle near the area.
- Do not turn gas valves or try to repair anything.
- Call a plumber after the gas company says it is safe.
Plumber, appliance repair or the utility: what each does
A licensed plumber works on the whole system around the heater: the gas supply line and shutoff, the cold and hot water connections, the temperature and pressure relief valve, the expansion tank, the venting and the heater itself. That is why most tank problems start here, and why a leaking tank or a failed gas valve is a plumber's job.
An appliance repair company can be the right call for a small electrical fault in an electric unit, such as a thermostat or element on a heater that is otherwise sound. Ask what license they hold if the job involves gas or water piping.
The utility handles the gas up to and including the meter, and it handles safety calls. It does not repair your tank. Our water heater repair crews work on tanks and the pipes around them, and if repair no longer makes sense, water heater replacement is the next conversation.
How to read the symptom before you call
A few minutes of looking makes the call shorter and the quote clearer.
- Find the data plate.
The sticker on the tank lists the capacity, fuel type and often the date of manufacture in the serial number. A plumber will ask for the model and age.
- Check the pilot or the breaker.
A gas unit with a pilot window should show a steady blue flame. An electric unit has a breaker that may have tripped. If either is clear and the heater still fails, stop there.
- Look for moisture.
Touch the pipes at the top, the base and the drain valve. A damp fitting suggests a connection leak. Water beneath the tank itself usually points to the tank.
- Note the temperature setting.
Many tank heaters are set near 120 degrees. A dial turned to vacation or the lowest setting can mimic a failure.
- Write down when it started.
After a power outage, after a plumbing job, after a smell? The timing often leads to the cause.
Rather have a licensed plumber look at it?
Describe what you see and we will tell you what to shut off while you wait.
How to check a contractor license for a $1,000 plus job
California requires a contractor license for projects of $1,000 or more in labor and materials. A water heater replacement usually crosses that line. You can check a license yourself at the Contractors State License Board site, cslb.ca.gov, or by calling 800-321-CSLB (2752). Look at the license status, any complaints or disciplinary actions, and the bond and workers' compensation information the record shows.
Match the name on the license to the name on the quote and the truck. If a company hands you a license number, check that the number belongs to that business. We do not list a license number here, so verify any contractor yourself before you sign.
Also ask the contractor to put the scope, the equipment model and the total price in writing before work starts.
Manhattan Beach note
Deposits and the CSLB rule in Manhattan Beach
CSLB advises paying no more than 10 percent down or $1,000, whichever is less, with an exception for contractors who have a blanket bond on file. That applies to a Manhattan Beach homeowner the same as anyone in California. A demand for half the price in cash before any work is a red flag.
If you rent, tell your landlord or property manager before you hire, since many leases route repairs through them. For permit questions on a water heater swap, ask the Manhattan Beach Community Development / building department, because we do not state permit rules here.
Sources: Contractors State License Board
When we also serve your area
If you live just over the line, our crews also work in Hermosa Beach and El Segundo. The same symptom table applies there, and the gas safety steps are the same anywhere SoCalGas supplies the gas.
FAQs
Who to call: common questions
For gas, leaks, valves and venting, call a licensed plumber. An appliance tech may suit a small electrical fault on a sound electric tank, but ask what license they hold.
No. SoCalGas responds to gas leaks and safety calls. Repairs on the heater itself belong to a licensed contractor.
Use cslb.ca.gov or call 800-321-CSLB (2752). Confirm the status, the name and any complaints.
CSLB advises no more than 10 percent or $1,000, whichever is less, unless the contractor has a blanket bond on file.
Some manuals allow it. If you smell gas or the flame will not stay lit, stop and call. A pilot that keeps going out usually means a failing thermocouple or gas valve.
Shut off the cold supply valve at the heater, turn off the gas control or breaker, and call a 24/7 plumber instead of waiting for Monday. City Utilities answers weekdays at (310) 802-5304, and the after-hours call center is (310) 802-5000, but those lines handle City water and sewer concerns, not your tank.