What to do when water or sewage enters your home
Leaks, floods, and sewer backups can create unsafe conditions in your home. When you notice water in your basement or strange plumbing sounds, follow this guide to figure out whether the City of Wrenford needs to send a crew or if you need to contact a licensed plumber.
Sometimes a problem that looks like a City issue is actually on your private property. Use the list below to determine the next steps. If you are unsure, call 311 first to describe what you are seeing.
Who to call: City crew or plumber?
Follow the symptom you are experiencing to find the right contact.
- Plugged street drain or catch basin: Report it online or call 311.
- Water gushing from a manhole, maintenance cover, or water system cover on the street: Call 311 immediately.
- Wet ground or soil on public property when the area is usually dry: Call 311.
- Water bubbling up on the street, boulevard, or sidewalk: Call 311.
- Water bubbling up on your private lawn or yard: Call 311 and a plumber.
- Basement fixtures drain slowly or make bubbling sounds: Call 311 and a plumber.
- Sewer odour inside your home: Call 311 and a plumber.
- Water seeping through basement walls or foundation: Call a plumber.
- Overflowing toilet, floor drain, or tub in the basement: Call 311 and a plumber.
- Overflowing stormwater sump: Call 311 and a plumber.
When the guide says to call both 311 and a plumber, call 311 first. Explain your situation so the dispatcher can log the issue. If the City determines the blockage is in the public sewer main, they will clear it. If the blockage is in your private service lateral, you will need to hire a plumber to clear it.
Requesting a City service call
Only a property owner can request a City crew to investigate a water or sewer problem on private property. Tenants cannot make the request directly to the City. When you call 311 to schedule an investigation, the property owner must be on site to let the crew in and approve any potential charges. The owner may be billed if the investigation shows the problem is not caused by the City water or sewer system.
For sewer line blockages, tell the 311 operator if you have a sump pump or a cleanout pipe. A cleanout is a capped pipe that gives the crew access to the line. If your property does not have a sump or cleanout, the crew may need to remove your basement toilet to reach the sewer line. The City crew will not reinstall the toilet, so you will need a plumber to handle that step.
After you call, a dispatcher will contact you to arrange a time for the crew to arrive. The crew is responsible only for clearing the blockage in the public line. They will not determine whether you owe a fee for the service call.
Understanding repair costs and responsibility
Who pays for the repair depends on where the problem started.
- Water leaks and street flooding: The City covers repairs to the public water main and street drainage systems. You are responsible for repairs to your private plumbing and yard drainage.
- Sewer blockages and backups: If the blockage is in the public main, the City clears it at no cost. If the blockage is in your private service lateral (the pipe running from your house to the public sewer), you are responsible for the cost of clearing it and any resulting damage.
Common causes of sewer blockages include tree roots, grease, paper products, and misaligned joints. The City is not liable for damage caused by backups resulting from private line blockages.
Preparing for plumbing issues
You can reduce the risk of basement flooding by taking a few simple steps.
- Keep street drains and catch basins clear of leaves and snow.
- Pour fresh water into floor drains occasionally to keep traps full and block sewer odours.
- Consider installing a backwater valve on your plumbing. This device prevents sewage from flowing back into your home if the public line becomes overloaded.
- Maintain your sump pump and ensure it has a battery backup in case of power outages.
Contact information
To report a leak, flooding, or sewer issue, or to request a service call:
- Call 311 (inside city limits) or 519-555-0100 (from outside).
- Report issues online through the Wrenford 311 portal.
- Email [email protected] for non-urgent inquiries.
For plumbing emergencies or private line repairs, contact a licensed plumber directly. You can find a list of local contractors through the Business Directory.
See also: Community engagement.