What to Do in the Event of a Water Main Break

If Water Enters Your Residence
1. Notify your homeowners insurance agent immediately to report any potential damage.

2. Cleanup Services - WaterOne arranges for the initial cleanup service as a courtesy to our customers. To arrange for a cleanup during normal business hours, (8:00 a.m.-5:00 p.m., M-F) contact WaterOne’s Insurance Coordinator at 913-895-5520. To arrange for cleanup after normal business hours, call 913-895-1800.  Cleanup needs to be conducted promptly to minimize potential damage.

3. Should you decide to retain cleanup services on your own, please be advised that WaterOne will only reimburse you for reasonable and customary expenses.

If You Have Damage to Landscaping

If you have damage to landscaping items outside of the public right-of-way such as, mulch, sod, shrubs and plants, as well as in-ground sprinkler systems, please notify Customer Service at 913-895-1800 during normal business hours.

If you have damage to landscaping inside of public ROW such as mulch, sod, shrubs, plants, in-ground sprinkler systems as well as invisible pet fences, WaterOne is not responsible for the restoration of those items.  However, we will work with property owners to try and minimize damage and restore the area within reason.  Public ROW is generally the area from the back of curb to a line approximately 11 feet back from curb, but this distance varies depending on actual configuration of the ROW by the city or county.

When will my yard be resodded or seeded?

Waterone experiences several hundred main breaks per year.  Given the large number of main breaks, the only equitable method to prioritize the restoration of yards is in the same order of the main breaks.  It can take anywhere from two to four months to complete the restoration work due to many variables such as weather. 

WaterOne will water sodded or seeded area for 10 business days after which it will become the responsibility of the property owner.

Why do main breaks occur?

Main breaks can occur due to a variety of reasons, such as dry or wet weather causing the ground to shift or due to the normal aging process of the water mains.

How often do main breaks occur?

Main breaks are unpredictable. However, when they do occur, WaterOne places priority on restoring water service.  WaterOne attempts to make repairs as soon as possible with the safety of our employees being the number one priority.  When disrupting situations occur, we work hard to minimize the inconvenience to our customers.
 

Do you notify area residents if water service is interrupted?

Many main breaks require immediate, emergency repairs and no notification can be given. However, WaterOne attempts to notify customers when interruption in service is anticipated for non-emergency situations.

What if I experience water discoloration or low pressure?

Occasionally after a main break, some water discoloration may occur for a few hours. During this time, we suggest running your COLD WATER faucet in the bathtub for a few minutes until it runs clear. If discoloration or low pressure continue for an extended period of time, please contact Customer Service at 913-895-1800.

Can I plant shrubs, trees, flowers, etc. around fire hydrants and flush mounted valve boxes?

Access to fire hydrants and valve boxes is critical during an emergency.  Planting shrubs, trees, flowers, etc. will be cleared away from fire hydrant and valve boxes by WaterOne crews as part of their normal maintenance program.

Who is responsible for the service lines?

WaterOne is responsible for the water main distribution system. The Customer is generally responsible for the service line from property line to the customer’s residence.

Utility Easements:

In order for us to be able to maintain our transmission mains and to provide water service to our customers, it is necessary that we have access to our transmission mains at all times. Please do not plant trees, shrubs or plants in the utility easements. Also, please be sure that all fences, including invisible fences are not in or near the utility easements. We cannot be held responsible for damage to these type of items if they are placed in the utility easement areas.

Customer Survey

If you have experienced a water main break recently in your neighborhood, please take a few minutes to let us know how we are doing by filling out our CUSTOMER SURVEY.

Contact Information

WaterOne Insurance Coordinator

(913) 895-5520

Emergency/Customer Service
(913) 895-1800