The public-main question comes first
Gurnee's Water and Sewer FAQs distinguish the Village main from the private building sewer. Public Works checks that distinction when a basement backs up. If the main is functioning, a private-line problem may then need a plumbing provider. Use the Public Works contact page for the current contact route, and give the property address rather than only the neighborhood name.
Tell Village staff when the backup began and whether it is still rising. Mention any water or sewage you can see from a dry, safe location, along with the lowest affected fixture. If you have already called a plumber, say so. Keeping both parties informed helps avoid two people proceeding on different assumptions about who is assessing the main and who is investigating the building's line.
This sequence does not promise that the Village caused the backup, that public work will solve it, or that the owner will have no expense. Those questions depend on the findings. A nearby property's report can be useful context, but it is not proof of where your own blockage lies.
Leave a wet basement alone when access is unsafe
Sewage is not ordinary sink water. Keep children, pets, and other occupants out of the affected space. Do not cross standing water to reach electrical equipment, a breaker panel, or a sump pump. CDC flood safety guidance warns against operating electrical equipment while standing in water. Qualified electrical assistance may be needed before anyone can safely work in the area.
Do not lift cleanout caps, enter a pit, or open equipment to release the backup yourself. Pressurized wastewater and contaminated surfaces can create additional exposure. If there is immediate danger, use emergency services. Waiting on a referral line should never delay leaving a dangerous space or getting the appropriate emergency help.
Stop adding water, then describe the pattern
Pause washing machines and dishwashers, and avoid using the affected drainage system until you receive instructions. Repeated test flushes can send more water toward a blockage. A toilet that bubbles when laundry drains is worth reporting, but it does not establish a particular repair. Say what happened during ordinary use before the problem became obvious; do not recreate it for a better description.
Separate observations from guesses in your notes. “Water came through the floor drain after the washer emptied” is more useful than “the main is broken” when no one has inspected it. Record whether a single fixture or several fixtures were involved, whether the problem followed heavy rain, and whether any earlier clearing work was done. A short timeline lets the person investigating ask targeted questions.
Photos can show the affected room and water level if taken without approaching contamination. Keep an untouched copy for your own records. There is no photo-upload form on this website, so ask the actual provider how to send images securely before sharing them. An image cannot establish whether electrical equipment is safe or whether all contaminated material has been found.
What to authorize if the problem is private
Once the public-main issue has been addressed, ask the plumbing provider to explain the next diagnostic step. The first authorization might cover access and clearing, not replacement of the entire sewer. Ask what the initial charge includes, what could prevent access, and whether camera inspection is included or separately priced. A blocked line may need clearing before an inspection can show useful detail.
If a camera is used, request the findings in a form you can keep. Ask which portion of the line was visible and which was not. A proposed repair should identify the affected location and the reason that method fits it. Do not treat a general warning about roots or old pipes as a complete diagnosis of your property.
Clearing and cleanup are different jobs
Restoring drainage does not by itself clean the basement or establish that wet materials are safe to keep. Ask who is handling contaminated materials, drying, and any necessary electrical evaluation. The plumbing provider may not perform those tasks. Keep the scope of each company's work separate so an assumption about cleanup does not leave an occupied room untreated.
Before paying for finished work, obtain an itemized invoice, the diagnosis, and any recommended follow-up. Record what was restored and what remains restricted. If insurance is involved, contact the insurer directly about documentation and coverage; this website cannot determine whether a loss is covered. Save the Village reference, private service report, and cleanup records together.
If you choose the independent referral path
After the Village contact, you can call 877-702-1610 to ask about a private plumbing provider. Ask who is answering, the company's legal name, its Illinois plumbing license number, and whether it can handle your address and the work described. Gurnee Plumbing Decisions is an information and referral website, not the contractor or the Village. Availability, charges, and the scope of any visit must be agreed with the provider.