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.

​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.

• City of Newark’s Information About Lead Program
• DC Water: Minimize Your Risk of Lead Exposure
• Denver Water: Homeowner Responsibility
• Tacoma Public Utilities Lead Goosenecks Background and FAQs
• York Water: What Material is Your Water Service Line?​​

Learn more:

• AWWA: Reach Your Customers
• New research: ​Homebuyers and renters take action when told they may have a lead service line

See the Collaborative webinar on Mapping LSLs.

Lead and drinking water: How to replace

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

For customers ready for LSL replacement

Understanding financing options

Guidance for residents to explain options for funding LSL replacement is an important part of a successful program. Such information can include fliers, mailers, applications, and webpages available on water department/ utility websites.

• Philadelphia Water: Using HELP Loans to Replace LSLs
• City of Eau Claire: LSL Reimbursement
• Greater Cincinnati Water Works: Help Eliminate Lead Pipes Program
• City of Oshkosh: Application for Reimbursement of Cost of LSL Replacement
• Hamilton County Ohio: Home improvement loan program (not specific to LSLs)

 
See more examples of community funding mechanisms  

Identifying contractors and plumbers

Many municipalities provide lists of approved plumbers and/or contractors for residents to contact to perform LSL replacement on private property.

• City of Eau Claire: Qualified Plumber List
• Menasha Utilities: Approved Plumber/ Contractor List

Understanding LSL configurations

Depending on the structure, LSLs may have different configurations, as illustrated below.  The configuration of the LSL may have implications for the cost and disruption of the replacement.  It is therefore helpful to communicate such information to customers.

Source: Del Toral et al., 2013 

Understanding new service construction specification

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

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.