Outreach Materials

Communicating about lead service line (LSL) replacement can utilize websites, fact sheets, door-hangers and other tools to deliver information. Of particular interest are information on which buildings in a community have LSLs, local practices regarding maintaining service lines, and description of community programs to remove LSLs.

Learn more:

• AWWA: Reach Your Customers

Property owners will need information about their existing service lines, like an explanation of responsibilities for repair and service line materials installed in the community.

• DC Water: Minimize Your Risk of Lead Exposure
• York Water: What Material is Your Water Service Line?

Information describing new service construction specifications are useful to better understand how replacement services should be installed. Websites and hand out materials can include text descriptions and/or diagrams.

• Cleveland Water Division: Connection Details
• Onondaga County Water Authority​: New Water Service Installation

Lead and drinking water: How to replace

Source: Denver Water: Getting the lead out when we find it

Location of LSLs

Prior to construction it will be necessary to locate the service line. The service line pipes water from the main, which is usually in the street, to the home. It may enter the home through the front basement wall, emerging from the basement floor, or through another wall. Where service lines are physically located may be included in utility tap card files or in utility maps. Even existing mapping can be dated. Prior to construction it will be necessary to locate the water line. Currently, “call before you dig” programs do not typically locate the water line on private property. Utility locator services can trace the pipe’s location but will not be able to determine the material. Knowing the location of the line is important for complex sites when removing the service line.

Understanding where LSLs are located

Source: Del Toral et al., 2013 

Determining where LSLs are located is important to both current and prospective home owners, renters, businesses, and schools. Two approaches are currently used to provide this information:

1. Access to information about the service line associated with a specific customer account, and
2. Provision of a database or map where information on service line material is generally available.

In either instance, it is important to have clarity concerning the accuracy of the provided data and steps that can be taken to determine if the information is correct.

By making what is known about LSLs public, utilities can increase transparency and better inform customers.
Examples of lead service mapping are below. ​​

• Boston Water and Sewage Commission: Lead Service Map
• ​Tacoma Public Utilities: Possible Gooseneck Locations
• Greater Cincinnati Water Works: Service Line Information

• ​DC Water: Water Service Information

DC Water Mapping Services

Source: DC Water

Other facts customers want to know

While executing a service line replacement, the priorities of the utility and plumber are assuring reliable water service and water quality. 
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There are a number of other concerns for the property owner:

1. Implications for the streetscape and vegetation,
2. Restoration of structures (fences, retaining walls, porches, etc.),
3. Restoration of sidewalks and driveways, and
4. Avenues to alleviate cost of replacement.