What is a service extension?

A service extension is the pipe and appurtenances (equipment) that extends from the keybox at the end of the service connection to the structure or structures on your property. This is the customer-owned portion of your water service infrastructure.

Key points about service extensions:

• You (the property owner) are responsible for maintaining and repairing your service extension
• This includes all costs for repairs, thawing frozen lines, and damage
• The service extension starts at the keybox and runs to your building
• You’re responsible for breaks, freezing, and any resulting damage (unless caused by utility actions)
• New service extensions require inspection by the utility before they can be backfilled

If your service extension freezes, you’re responsible for thawing it unless you can prove the freezing was caused by a malfunction in the utility’s system beyond your control. The thaw wire (if present) at the keybox is provided for your convenience in thawing frozen service lines.

Tariff Reference: Section W-002 (Definitions - SERVICE EXTENSION), Section W-022-I