What to do if you see a water break
If you see water spraying, a large puddle, or a sinkhole near a water main, call Service Wrenford 311 during business hours, or 519-555-0111 after hours. Do not try to fix it yourself. Our crews will come to the site right away.
How we handle water breaks
City staff will assess the leak and decide how to handle it. We put up safety barriers or close the street if traffic is in danger. We fix breaks based on how severe they are, whether people have lost water, how many homes are affected, and the risk of damage to buildings. We keep checking active leaks every day until the repair is done. Because conditions change quickly, we cannot give an exact time for every repair.
Water main break vs. service connection leak
A water main is the big pipe that runs down the street. A service connection is the smaller pipe that brings water from that main into your home or business.
- A water main break usually affects a whole block or both sides of a street.
- A service connection leak usually affects just one home or business. If it is on your property line or inside your house, you may need to call a licensed plumber. Our crew will fix the main part on the street.
What happens if your water is turned off
Whenever we can, we tell homes and businesses that will lose water so you can save some for drinking and cooking. If we cannot reach you, or if the break is very serious, we will send water tankers to your street. You can fill your own containers at the tanker. If you cannot get to the tanker, or if you have mobility needs, tell us. We will deliver jugs of water to your door. Call 311 or 519-555-0111 to request delivery.
Boil water notices
Sometimes, fixing a break requires turning off the water line completely. When this happens, bacteria can enter the pipes. We test the water in the lab to make sure it is safe. Until the test is done, you must boil the water before using it.
You will get a boil notice at your door. If no one is home, a crew member will hang a door knocker. The notice usually stays in effect for two days.
Boil water for at least one minute before using it for:
- Drinking or making ice
- Brushing your teeth
- Washing fruits and vegetables
- Preparing food or hot drinks
Do not drink from public water fountains in the affected area. When bathing, try not to swallow the water. Give infants sponge baths instead of tub baths. If you have open cuts or rashes, ask your doctor before using tap water. You can still use tap water to wash clothes.
If you do not want to boil your water, use bottled water or water from a safe source. Learn more at Boil water advisory information.
How repairs work and how we update you
Our water team, led by Patrick Nguyen, Water Operations Manager, will inspect the broken pipe, dig it up, and replace the damaged section. We will test the new pipe before turning the water back on.
During a major break, City staff coordinate all updates from City Hall. We post daily progress reports on our website and send alerts through Service Wrenford 311. You can also sign up for emergency alerts to get texts or emails about repairs in your area. See Emergency Management for more details.
Who to contact
For leaks, boil notices, or water delivery requests, call 311 or 519-555-0111. For water quality reports and testing results, email [email protected]. To see how to conserve water while repairs are underway, visit Saving water in your home.