What you need to know
The City of Wrenford is responsible for the water main and the service line up to the shut-off valve at your property line. If the leak or damage is on the City side of that valve, we will fix it at no cost to you.
If the problem is on your side of the shut-off valve, you are responsible for the repair. The City can send a crew to help you locate the leak and shut off the water, but you will be billed for the service call. You can hire a licensed plumber to fix the private line, or you can request a City crew to return during regular hours for a fee.
How to request a repair
To request a water service repair, you can:
- Call 311 if you are inside city limits, or 519-555-0100 from outside.
- Submit an online service request through the City's service portal.
- For emergencies outside business hours, call 519-555-0111 (After-hours utilities line).
Please have your property address ready so our crew can find your location quickly. A crew member may need to come to your home to assess the situation before any work begins. You must be present to grant access to your yard or basement.
Service call fees and billing
If the leak or blockage is on your private property, you will be charged a service call fee. This fee covers the crew's travel time, equipment, and labour.
- Regular hours (Monday to Friday, 8:30 a.m. to 4:30 p.m.): $175.00 for the first hour.
- After-hours, weekends, and statutory holidays: $350.00 flat rate for the first two hours.
You will receive a bill in the mail within thirty business days of the repair. If you pay your water bill through pre-authorized payment, the repair charge will be added to your next water bill. You can also pay by phone or in person at Wrenford City Hall.
After-hours emergencies
If you have a major leak that is flooding your home or yard outside of regular business hours, call 519-555-0111 immediately. Our emergency crew will come to your property to shut off the water and secure the area. They will not complete the permanent repair that night, but they will ensure the water is turned off safely. You will need to arrange for a licensed plumber to fix the private line, or you can request a City crew to return during regular hours for a fee.
Preparing for the crew
To help our crew work safely and efficiently, please clear a three-metre path to your water shut-off valve. Remove any toys, garden decorations, or vehicles from the area. If you have a dog, please keep it inside or securely fenced during the visit. Our crew will wear high-visibility gear and will knock or ring your bell before entering your property.
Who to contact
For questions about water service repairs or billing, contact the Water Operations team at [email protected] or call 519-555-0100.