Customer Assistance Programs

Service Line Protection Program

Service Line Protection Diagram, showing private service line boundaries
Diagram of Water and Sewer Service Lines

We work with American Water Resources (AWR) to offer a water and sewer service line protection program to our customers. This voluntary program is designed to protect New York City homeowners from unexpected service line repair costs.

Homeowners are responsible for maintaining their water and sewer service lines, which connect household plumbing to the city’s water and sewer mains. Repairs to water and sewer service lines are not covered by most home insurance policies. On average, it can cost up to $5,000 to repair a water line break and more than $10,000 to repair a sewer line break in New York City. For more information, call AWR toll-free at (888) 300-3570 or visit the AWR website.

Eligible Properties

Most residential and mixed-use properties with a single 2-inch or smaller service line are eligible. Properties must also be equipped with wireless meter reading devices and be current on DEP charges or payment agreements.

Enrollment & Costs

To confirm eligibility or enroll, call AWR toll-free at (888) 300-3570 or visit the AWR website.

Once enrolled, the following charges will be included in your water and sewer bill and must be paid to remain eligible:

  • Water Line: $4.49/month
  • Sewer Line: $8.47/month

Sewer Service Line Protection Program FAQs

Am I responsible for my water and sewer service lines?

Yes, property owners are responsible for the water and sewer service lines that run from their home’s exterior to the municipal service lines in the street.

How much can a water or sewer service line break cost me?

The cost of repairing a broken service line can cost thousands of dollars. On average, it costs property owners between $3,000 and $5,000 to repair a water line break and between $10,000 and $15,000 to repair a sewer line break in New York City.

Who is American Water Resources?

DEP has collaborated with American Water Resources (AWR) to provide this service to our customers. AWR is a subsidiary of American Water, which is the largest publicly traded U.S. water and wastewater utility company, and AWR offers this service to homeowners in 35 states, servicing over one million contracts.

How much does it cost?

For water line protection, the rate is $4.49 per month and for sewer line protection, the rate is $8.47 per month. The New York City Water Board adopts the annual rates for the Programs along with regular water and sewer service charges. These charges will be included in your DEP water and sewer bill and must be paid to remain eligible.

How does the Program work?

Enrolled customers will have unlimited protection for covered repairs with no service fees or deductibles. In the event of a break, customers should contact AWR directly to coordinate the repair. AWR will respond as quickly as possible to all requests. In the event of an emergency where DEP has issued a 10-day notice for a water leak or a Public Health Notice has been issued, a local plumber will arrive within 4 hours of your call. For all other issues, work will commence within 12 hours.

How do I enroll?

Call toll-free at (888) 300-3570 or visit the American Water Resources website.

What are the terms and conditions of the program?

What address do I mail my enrollment form to?

Please send your enrollment form to AWR at the address below:

American Water Resources
1420 Discovery Parkway
Alton, IL 62002

Are there situations or issues that AWR will not cover?

Yes, there are circumstances or existing conditions that AWR will not replace or repair. You should review the contract carefully to understand potential limitations.