Water Service Lines: Responsibilities, Risks, and Prevention

1. Definition

A water service line is the underground pipe that connects the municipal watermain in the street to your home’s water meter.

2. Ownership & Maintenance Responsibilities

Property TypeMunicipal ResponsibilityOwner / Condo Corp. ResponsibilitySingle-detachedWatermain ➜ curb-stop (inclusive)Curb-stop ➜ home, water meter, indoor plumbingMulti-unit (e.g., condos, townhomes)Watermain ➜ curb-stop (inclusive)All lines beyond the curb-stop, including any branch and fire-service lines, as specified in governing agreements

3. Causes of Frozen Lines

LocationTypical CauseIndoor plumbingInsufficient heat (prolonged power outage, unheated crawl spaces, pipes against poorly-insulated exterior walls)Underground service lineExtended periods of extreme cold can lower the frost depth below the pipe’s burial depth

4. Prevention Checklist

Before First Frost

• Disconnect garden hoses and shut off interior valves to exterior taps; drain lines.
• Insulate pipes in unheated areas (crawl spaces, garages, attics).
• Seal air leaks near plumbing.
• Identify the main shut-off valve (by the meter) and the curb box (at the property line).

During Cold Weather

• Maintain indoor temperatures above 12 °C (54 °F) near all plumbing.
• Keep doors to basements, storage rooms, and crawl spaces open for air circulation.
• Minimize garage-door openings.

If You Are Away

• Close the main shut-off valve, flush toilets, and open a low-level tap to drain lines.
• Arrange for regular property checks.

5. Loss of Water Supply

SymptomLikely IssueImmediate ActionNo water at some fixturesFrozen interior pipesShut the main valve; contact a licensed plumber.No water anywhereFrozen exterior service lineCall 311 for municipal assistance.

6. Continuous Water Flow Orders

• If the City instructs you to run water continuously, record the meter reading before starting and again when advised to stop.
• Provide start/end dates and readings to ensure usage charges are waived (fixed fee only).
• Unauthorised continuous flow will be billed at normal rates.

7. Thawing Fees (2024 rates*)

Location of FreezeFeeMunicipal sideNo chargePrivate side (curb-stop ➜ meter)$531.02 per thawFrozen/damaged meter (15–25 mm)$351.36 (larger meters billed at cost)

*Subject to annual adjustment.

8. Preparing for City Crews

• Clear snow around the curb box.
• Ensure unobstructed access to the main shut-off valve and water meter.
• Do NOT use open flames or pour antifreeze into plumbing.

9. Interim Water Supply

City staff may provide and connect a temporary hose from a neighbour if thawing cannot occur immediately. Maintain an emergency water reserve as part of general preparedness.

10. Long-Term Solutions

• Municipal side: Ongoing program to insulate or rebury shallow lines.
• Private side: Owners must arrange equivalent insulation or lowering at their own expense.

For assistance or to report past freezing incidents, contact 311.