If a water service line is no longer in use, the property owner must abandon the service at the connection to the City watermain.

Before completing this work you must:

• Obtain a Water Deferral Permit
• Pay a deposit equal to twice the estimated cost of the work
• Pay an abandonment inspection fee
• Obtain a Street Excavation Permit before starting any work

The City will inspect the disconnection before the excavation is backfilled. Deposits are returned once the service line is properly abandoned.

If pipes freeze inside your home, contact a licensed plumber.

If no water is entering your home, the external service line may be frozen. During extremely cold weather, you can help prevent freezing by leaving a faucet slightly running.

The City may thaw external service lines only. If you qualify for residential water or sewer service line repairs at your property, this service:

• will require the homeowner to sign a waiver
• will require payment to the City 
• Is available for owner-occupied homes, condominiums, and co-operative housing

The property owner is responsible for restoring any property or structures that the City disturbs while completing this work. Calls are handled in the order they are received. 

The City has a dedicated Leak Detection team that inspects over 620km of watermains every year for leakage. Finding and fixing leaks is a great way to prevent problems before they happen and to identify the most pressing issues for repair.

The City has identified a leak on my property what do I do?

A leaky pipe is usually pretty obvious and is often a dripping faucet or leaking toilet:

• Visually inspect the pipes in your home and look for water marks on walls or ceilings.
• Look under each sink and around the floor of the toilet.
• Listen for the sound of running of water.

If you are unable to locate the source of the leak, the City will need access to your property to pinpoint the source.

Toilet Leak Test

• Listen to your toilet. If it sounds like it’s running, there’s likely a leak.
• Use a dye test. Put a few drops of food colouring in the tank and wait 20 to 30 minutes. Do not flush during this time. If the water in the toilet bowl changes colour, there is a leak.
• Check the flapper valve. It may need to be replaced, cleaned or realigned.
• Check the float arm. If the water level is above the overflow tube, adjust the float arm down; flush and re-adjust if needed.

Dripping Faucet

If a faucet is dripping, first try closing it tightly. If it continues to drip, there’s likely a worn seal washer. With a little effort you should be able to repair the faucet yourself. If the faucet is washer less, it may be more economical to replace the faucet instead. You may need to consult a plumber for this repair.

Check these other appliances

• hot water tank
• washing machine
• water filtration system
• dishwasher

Low water pressure is often caused by a faulty Pressure Reducing Valve (PRV) inside the home. In this case, contact a plumber.

If multiple properties in your area have low pressure, it may be related to City infrastructure. Please contact Access St. John’s.

If the City determines excavation is required to repair your service line, we offer repair services for the following property types:

• owner-occupied residences
• owner-occupied residential condominiums
• owner-occupied co-operative housing

We do not provide residential water and sewer line repairs for any other class of property.

If you qualify for residential water or sewer service line repairs at your property, you must sign a waiver releasing the City from responsibility for property damage and pay a fee set by Council prior to the City entering your property. It is the sole responsibility of the property owner to reinstate any property or structures necessarily disturbed by the City in the performance of this work.

To avail of this service please contact Access St. John's. Access St. John's is available to take your call 24 hours a day, 365 days a year.

If a single plumbing fixture in your home is blocked, the issue is likely within your home’s internal plumbing system. In this case, we recommend contacting a licensed plumber for assistance.

If multiple fixtures are backing up, the problem may be related to the sewer service line. The City can investigate the issue; however, a signed waiver and applicable service fee are required before work can begin.