Frequently Asked Questions

The Service Line Lookup tool is a map of the material status of all recorded service lines in WaterOne’s service area. The United States Environmental Protection Agency has asked us to share this information with you as part of its Lead & Copper Rule Revisions.

For many properties, the material of a service line can be accurately determined from different data sources. WaterOne’s Service Line Lookup tool has been developed based on historical construction records, age of development, physical inspections, and more.

Each property has an overall status for the entire service line. It also separately lists the material status for the utility-owned section and the customer’s privately-owned section. Learn more at WaterOne.org/ServiceLines.

Non-lead: WaterOne has determined based on its records that the service line is made from a common, safe plumbing material such as copper or plastic.

Unknown: WaterOne does not currently have records that indicate what material the service line is made from.

Galvanized Requiring Replacement:  Galvanized pipes in good working condition are considered safe for drinking water. However, the EPA advises that galvanized plumbing should be replaced if there’s any possibility it was ever connected to plumbing containing lead. This is because galvanized metal can attract and store lead particles released by any lead plumbing upstream, which can be a potential risk of lead exposure. Out of an abundance of caution, galvanized service lines are classified by the EPA as “Galvanized Requiring Replacement" if there aren’t records showing there were never lead components connected to the service line.

WaterOne has no record of lead utility service lines being used in our distribution system, and lead was not commonly used for private service lines in our region. If WaterOne has records showing that a property has a lead service line, we’re required to let the customer know. 

Just because a line material is listed as unknown doesn't mean that the line is unsafe. It simply means that WaterOne does not have records that indicate what material it is made from.

WaterOne is committed to protecting public health, and we look out for your safety in many ways. Our treated water is lead-free when it reaches your property, and we use water treatment methods that prevent water from picking up impurities from private plumbing. Learn more about lead in plumbing

Just because a line material is listed as Galvanized Requiring Replacement doesn't mean the line is unsafe. It simply means that records do not exist that indicate the original material of the upstream line that the galvanized line is connected to. As a precaution, the EPA classifies all lines meeting this criteria as "Galvanized Requiring Replacement". This does not require action or obligation on your part. It’s only a requirement to mark it as such in the records we are keeping on behalf of our service area.

Because galvanized metal can attract and store lead particles released by any lead plumbing upstream, the US EPA advises that galvanized plumbing should be replaced if there’s any possibility it was ever connected to plumbing containing lead. Lead was not a commonly-used material in our region, and WaterOne protects you from lead exposure in many ways.

WaterOne is still processing historical construction records, and we may not have gotten to yours yet. Data in the Service Line Lookup Tool is updated on an ongoing basis based on records research, site verification, and other methods. Customers may also contact WaterOne Customer Service to request expedited verification of their property’s service line records.

Customers who are concerned about their risk of lead exposure relating to private galvanized steel service lines are encouraged by the EPA to consider contacting a licensed plumber to check the line and advise on replacement.

WaterOne is working behind the scenes to verify every service line in our service area, and we’ll be updating these records on an ongoing basis. If you’d like to learn more about service line materials and see how to check your line yourself, visit WaterOne.org/ServiceLines. 

WaterOne is here as a resource to help customers better understand their private plumbing. The customer-owned section of the service line is private property, and is the responsibility of the customer to replace, repair, or maintain. Learn more at WaterOne.org/ServiceLines, or visit WaterOne.org/HomeServe for information about optional insurance coverage for service line damage and repairs. 

We want to ensure that you are informed and safeguarded from any possible risk of lead exposure in private plumbing. As part of the EPA’s Lead & Copper Rule, we’re contacting customers directly if their service line status is unknown or requires any other notification. These letters provide information to customers about their service line status as well as steps that can be taken to reduce any potential exposure to lead. Impacted customers will receive these notices annually and upon signup for new service.

If you’d like to get in touch with us about your service line records, don’t hesitate to reach out. Send us a message online