Who is responsible for maintaining the service line to my property?

Utility responsibility

The utility will maintain and repair all water mains and all water service connections that have been accepted for maintenance and operation by the utility.

For more information about what a service connection is, see What is a service connection?

Your responsibility

You are responsible for maintaining and repairing the service extension (from the keybox to your building. see What is a Service Extension?).

The keybox and the service extension shall be kept in repair by you. You are responsible for all breaks or freezing in the service extension and for any damage resulting from it, other than those caused by acts of the utility.

Frozen service lines

If your service line freezes, you are responsible for thawing the service line from the main to your building, unless the freezing can be shown to have been the result of a malfunction in the utility’s system beyond your control.

Keybox and thaw wire

You are responsible for knowing the location of your keybox and thaw wire. You will be liable for any costs to the utility for locating or repairing the keybox or thaw wire caused by your negligence or those acting on your behalf.

For more information about keyboxes, see What is a keybox?

Damage to utility facilities

You must pay for any damage to utility facilities on your property not caused by the utility.

Relocating utility facilities

If construction, remodeling, or alterations of your property makes it necessary to relocate utility facilities either on or off your property, you must reimburse the utility for all costs of the relocation.

Tariff Reference: Section W-005-E, Section W-022-I, Section W-022-K, Section W-022-O, Section W-022-P