What is a water service line?
A water service line is the dedicated pipe that delivers drinking water from the city water main to your home or business. It runs underground from the street, through your property line, and connects to your indoor plumbing.
Who is responsible for maintenance?
Your water service line is divided into two sections, each with clear ownership rules:
- City of Wrenford: We own and maintain the portion from the water main to the service valve (usually located near the curb or property line). This includes all city mains, valves, and hydrants.
- You, the property owner: You own and maintain the portion from the service valve to the water meter, plus all pipes, fixtures, and shut-off valves inside your property. You are also responsible for any backflow prevention devices installed on your side of the meter.
Property lines typically end a few metres from the curb or sidewalk edge. If you are unsure where your legal boundary sits, check your property survey or contact a licensed land surveyor.
Maintenance and repair procedures
The City carries out regular inspections and repairs on the public water mains and service valves. Our crews work efficiently to complete these projects, and you do not need to be home during City-led maintenance.
If a leak or break occurs on your side of the service valve, you must hire a licensed plumber to fix it. Under the Water and Wastewater By-law, you have 15 days to complete the repair. Once the fix is done, you can request a City inspection using the Water Service Leak Inspection Request Form.
Emergency shut-offs and call-out fees
If you experience a major leak and need to shut off the water before a plumber arrives, you can use the water shut-off key at the service valve. Please follow the Water shut off key usage guidelines to turn the water off safely without damaging the valve.
If you need an emergency repair outside of regular business hours (Monday to Friday, 8:30 a.m. to 4:30 p.m.), the City provides the Emergency Water Shut-off Response Programme to secure your property and turn off the water. A call-out fee applies for repairs on private property:
- $175.00 for the first hour of work during regular business hours.
- $350.00 flat rate for work during after-hours, weekends, or statutory holidays.
Report leaks or request a private-side repair by calling Service Wrenford 311 at 311 (inside city limits) or 519-555-0100, or by using the online tool.
Protecting your pipes from freezing
In winter, water service lines on private property are at risk of freezing. Keep your thermostat set to at least 15 °C to help prevent frozen pipes. If a pipe freezes, thaw it carefully or contact a plumber. The City can assist with thawing the private portion of your line, but you will cover the cost. Learn more in the Protecting water lines and meters from freezing guide.
Lead service lines and water quality
If your home was built before 1950, your service line may contain lead. The City runs the annual Tap Water Sampling Program to monitor water quality and help identify lead pipes. Free home water audits and tap testing are available between May and September. Book your appointment through the Lead in drinking water monitoring page.
Contact the Water Operations team
For questions about your water service line, maintenance schedules, backflow prevention devices, or water conservation, contact the City's Water Operations team:
- Water Operations Manager: Patrick Nguyen
- Email: [email protected]
- Phone: 519-555-0100
- Office: Civic Operations Centre, 455 Railside Road