Customer Assistance Programs

Service Line Protection Program

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

Property owners are responsible for maintaining all of the plumbing inside and outside of their property, including their water and sanitary sewer service lines that extend from the property to the city’s water and sewer mains in the street.

Repairs to water and sewer service lines can cost thousands of dollars and are not covered by most home insurance policies. Through American Water Resources (AWR), we offer a voluntary water and sewer service line protection program to protect our customers from unexpected service line repair costs. To confirm eligibilty and enroll, call AWR toll-free at (888) 300-3570 or visit the American Water Resources website.

Service Line Protection Program FAQs

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 the program cost?

For water line protection, the rate is $66.84 per year and for sewer line protection, the rate is $114.60 per year. 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.

Are there situations or issues that the program 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.