After a main break, getting your yard, pavement, and landscaping back to normal is a priority for us. If a main break or other WaterOne activity has damaged landscaping beyond the public right-of-way (i.e. shrubs, plants, mulch, sod, sprinkler systems), please notify WaterOne's Restoration Coordinator.
The public right-of-way is generally the area from the back of the curb to a parallel distance approximately 11 feet back. This distance may vary depending on the configuration of the right-of-way by the local jurisdiction.
WaterOne is not responsible for damage to landscaping or any items within the public right-of-way, including plants, sprinklers, fences and buried pet fences. However, as part of our commitment to excellence, we do work with property owners to restore the area within reason. Restoration work is completed by WaterOne’s 3rd party contractor. The restoration contractor will water the restored landscape as needed for 14 days after restoration, after which it will once again become the responsibility of the property owner.
Please note: Due to the large size of our service area, WaterOne responds to hundreds of main breaks each year. Restoration is scheduled in the order that main breaks occur. WaterOne will schedule repairs as soon as possible, which may be subject to weather and crew availability.
If we’ve recently repaired a main break but you are concerned the issue is not resolved, please contact WaterOne Customer Care and let us know.
- WaterOne made repairs on my property and disturbed my property (landscaping, pavement, etc.) Will WaterOne repair it?
Yes, WaterOne's priority is to get your property back to normal as soon as possible. This includes repairing the affected landscape and pavement.
- Who will perform the restoration?
WaterOne uses local contractors to perform the needed repairs on WaterOne's behalf. Once they receive the work request, the contractor manages the timeline and performs the work.
WaterOne’s pavement repair contractor restores damaged hardscapes including driveways, sidewalks, curbs, and streets, and its landscaping contractor restores yards, irrigation systems and decorative landscaping.
- I think my irrigation system was damaged by the repairs, or I have irrigation hoses sticking out of the ground. Will that be repaired?
Yes. Although it might appear concerning that hoses are left out of the ground, this is a reminder to our contractors that an irrigation system has been damaged and shows them where repairs are required. Our contractors are capable of repairing irrigation systems, but property owners may have their own landscaping company complete irrigation system repairs if they prefer. Please reach out to WaterOne’s Restoration Coordinator for more information.
- What timeline can I expect for repairs?
Repairs can be subject to external factors, such as weather (both seasonal weather and day-to-day forecasts), crew availability, and coordination with your city of residence. These factors may affect the time it takes for WaterOne to restore your property, but it’s our priority to get complete restorations properly as soon as we can. Here’s more information on how weather can impact restoration:
- Concrete: Concrete work is generally dependent on day-to-day weather constraints like rain, snow and temperature. This portion of the work must be completed before any asphalt or landscaping work takes place.
- Asphalt: Minimum temperatures are required in order to complete asphalt work. These can vary depending on other conditions, but temperatures of at least 50 ° F is recommended when laying asphalt.
- Landscape: Season and weather are the biggest factors for successfully establishing restored landscape. Cities in our service area have different seasonal requirements for when WaterOne is allowed to restore landscaping. WaterOne is allowed to lay seed or sod in most cities from March 1st through June 1st, and September 1st through November 1st. Throughout the winter, WaterOne can restore with dormant seed from November through February. Day-to-day weather forecasts also impact when landscape restoration can be scheduled. To establish new seed or sod, WaterOne’s contractors will water as needed for 14 days after restoration. After this, it will once again become the responsibility of the property owner.
- How does the process typically work?
WaterOne will first ensure all pavement repairs are completed, and then submit the work to the landscaping contractor for scheduling and completion. The contractors are responsible for timely completion within the constraints set forth by WaterOne, as weather conditions allow.
- The area around my meter pit is settling, causing a lowered spot in my yard. What is this and how do I get it fixed?
Meter pit sinking can occur after restoration work has been completed, as a result of the ground settling due to moisture or other conditions. If you notice this occurring, please reach out to the Restoration Coordinator.
- Is it possible that a main break will happen again?
All underground infrastructure is naturally subject to stress due to shifting soils or other factors, and WaterOne does not have control over unforeseen damage throughout our system. Although WaterOne applies significant efforts and resources to proactively maintain the water system, there is always a possibility that additional repairs may be needed down the road.
- What is the public Right of Way and the Public Utility Easement?
The public right-of-way is a portion of property legally dedicated to the city for public infrastructure, such as roadways, storm sewers, sidewalks and streetlights. The state also allows utility providers to use the public right of way for their infrastructure.
Utility easements are areas of a property dedicated for utility companies to deliver services like electricity, gas, water, sanitary sewer, telephone, internet and cable. The land belongs to the homeowner, but utilities can access easements to perform routine maintenance, construct improvement projects and repair utility lines during emergencies.
Utility companies try to limit damage to encroaching items during construction, but they are not required to replace, pay damages, or reinstall items that impede construction. Encroachment into an easement or right of way, even if approved, is at the property owner’s sole risk.