How to report a leak
If you notice a leak on a City water main or a service connection in a public space, report it immediately to Service Wrenford 311 by dialing 311 inside city limits or calling 519-555-0100 during business hours. For breaks that are actively flooding streets or posing an immediate safety risk, call 519-555-0111 for after-hours utilities.
You can also submit a report online through the City Services portal. Staff dispatch leak locators and repair crews to assess the situation and prioritize repairs based on severity, the number of affected households, and risk to property or traffic.
Signs of a water leak
- A continuous hissing or rushing sound near your water meter or along the property line, even when all taps are off.
- A sudden drop in water pressure throughout your home.
- Unexplained pooling water, soggy patches in the yard, or unusually green grass near the service line.
- A sharp increase in your bimonthly water bill that does not match your usage patterns.
Who is responsible for repairs?
Water service responsibility is divided at the water meter:
- City of Wrenford: Owns and maintains the water main under the street and the service line from the main to the meter.
- Property owner: Owns and maintains the service line from the meter to the house, including all shut-off valves, piping, and fixtures inside the home.
If a leak is on the City side, crews will repair it at no direct cost to you. If the leak is on your side of the meter, you are responsible for hiring a licensed plumbing contractor to make the repairs. Per the Water and Wastewater By-law 2017-090, property owners must maintain their water service connections in good repair and free of leakage. The City requires all private-side leaks to be repaired within a 15-day window of notification, or a remedial order may be issued.
What happens if your water is turned off?
To repair a significant leak or main break, City crews may need to shut off your water service temporarily. We will try to notify you in advance, but urgent breaks may require immediate isolation. If a severe break leaves you without water, the City will deploy water tankers to the nearest accessible point on your street. You can fill personal containers, or contact 311 to request jug delivery if mobility is a concern.
When water is turned off, please keep all indoor taps closed and turn off your hot water tank to prevent damage or flooding when service is restored. Once the repair is complete, a City technician will turn your service back on. You will need to be present to authorize the reconnection.
Boil water notices
If a water break causes major flooding or depressurizes the main, laboratory testing may be required before the water is safe to drink. The City follows a strict Boil water notice procedure. You will receive a door knocker notice at your home. Until the notice is lifted—usually within two days—you must boil water for at least one minute before drinking, making ice, brushing teeth, washing produce, or preparing food. Regular tap water is safe for laundry and bathing, but avoid swallowing it. Do not use public drinking fountains in the affected area.
After the leak is repaired
Once water service is restored, run cold water for a few minutes to clear any sediment. Clean your faucet aerators and shower screens in hot soapy water, then soak them for ten minutes in a solution of one part bleach to nine parts water. If you use a water filter, follow the manufacturer's disinfection instructions. If you experience continued low pressure or discoloured water, contact 311 for assistance.