Report a water problem
If you see a water main break, a leaking valve, or your water has stopped, tell us right away. City crews are dispatched to assess and fix leaks as quickly as possible. For emergencies that put people or property at immediate risk, call 911. For all other water issues, call Wrenford 311 at 311 (inside city limits) or 519-555-0100.
What to report
- Water main break: A break in the large pipe running under your street. This usually affects households on both sides of the block.
- Service connection leak: A leak in the pipe between the water main and your home. This usually affects just one property.
- No water service: Your taps are dry or pressure is very low.
- Boil water advisory: Active alerts are listed on Check boil water advisory status. You can also sign up for Sign up for city emergency alerts to get notifications on your phone.
How we prioritise repairs
Staff assess every report using a simple rule: safety first, then service, then property protection. We monitor active leaks daily until they are fixed. Because conditions change fast, we cannot give exact times for every repair. We will keep you updated through Wrenford 311 or our service alerts page.
Who pays for what?
The City owns and maintains the water main and the service line up to the property line. You are responsible for the service line from the property line to your home, plus any fixtures inside your building. If your private line is leaking, you must hire a licensed plumber to fix it. The City requires repairs to be made within 15 days, or we may issue a remedial order under the Water and Wastewater By-law 2017-090. For more on system rules, visit Water & Wastewater.
What happens during a repair?
Water shut-off: We will turn off your water if the leak is severe or if we need to work on the main. We try to call or door-knock beforehand. If we cannot reach you, we will leave a notice on your door.
Boil water notice: If a main break lowers pressure or introduces contaminants, we will issue a boil water advisory. You must boil tap water for one minute before drinking, brushing teeth, washing food, or making ice. You can check the active status on Check boil water advisory status. The notice is usually lifted within two days, and a door knocker will confirm when it is safe.
Temporary water: If a major break leaves your block without water, we may send a water tanker to the street. You can fill containers there. If you have mobility issues or cannot reach the tanker, call 311 to arrange jug delivery.
Fees and contractor costs
Turning your water off and back on for a private repair carries a fee. The current rate is listed in the Water and Wastewater By-law 2017-090. You will also pay your licensed contractor for the repair work. Home insurance rarely covers private water line repairs, so check with your provider.
After the water is back on
Keep your taps closed while we work. Once water returns, run cold water for a few minutes to clear air and sediment. Clean your faucet aerators and screen filters in hot soapy water, then soak them in a bleach solution (one part bleach to nine parts water) for ten minutes. Flush your water heater if you have one. If your water looks cloudy or tastes strange, wait a few hours or call 311.
Contact us
Report non-emergency water leaks, meter issues, or low pressure by calling 311, using the Service Wrenford app, or emailing Water Billing. For billing support or to report a suspected water scam, visit Water Billing or call 519-555-0100.