Understanding Your Aquarion Service Line Letter
Why did you receive a letter?
Aquarion is sending letters to customers about the materials of their water service lines as part of the U.S. Environmental Protection Agency’s (EPA) Lead and Copper Rule Revisions (LCRR), to promote transparency and safety.
Receiving a letter DOES NOT mean there is lead in your drinking water. The letters aim to educate and gather information about your service line.
What is a service line?
Service lines are the individual pipes that run from the water main in the street into a home or building. Most service lines are owned and maintained by your water provider up to the curb-stop valve, while the portion from the curb-stop to your home is owned by you, the customer. The materials of both the utility side and your side of the service line need to be identified regardless of ownership.
Types of letters you may receive
Notice of unknown water service line
- What it means: Aquarion does not have a record of your service line material. There is no indication that your line is made of lead.
- Next steps: Check your address on our Service Line Inventory Map to see if your side of the service line is classified as unknown. If yes, help us identify your service line material by filling out the Service Line Survey. If Aquarion's side is unknown, there is no further action required by you. Aquarion is working to identify its side through records review and visual inspections.
Notice of a confirmed water service line made of lead
- What it means: Our records indicate that your service line is made of lead, which increases your risk of lead exposure.
- Next steps: Check your address on our Service Line Inventory Map to see which side of your service line is classified as lead. If the side you own is lead, we ask that you contact us so that we can help to confirm the material of your service line. You can also take steps to minimize your exposure to lead until your service line is able to be confirmed or replaced.
- Note: If Aquarion's side is classified as lead, no immediate action is required from you. Aquarion will systematically replace these service lines as part of our ongoing operations. At this time, we recommend you follow the steps to minimize your risk of exposure.
Notice of a confirmed galvanized requiring replacement water service line (that is or was downstream of a service line made of lead or an unknown service line)
- What it means: Your service line is galvanized, which is or may have been connected to lead pipes in the past. This is not lead, but it may release accumulated lead overtime, which is why it needs to be replaced.
- Next steps: Check your address on our Service Line Inventory Map to see which side of your service line is classified as galvanized requiring replacement. If your side is galvanized requiring replacement, we ask that you contact us so that we can help to confirm the material of your service line. You can also take steps to minimize your exposure to lead until your service line is able to be confirmed and replaced.
- Note: If Aquarion's side is classified as galvanized requiring replacement, no immediate action is required from you. Aquarion will systematically replace these service lines as part of our ongoing operations. At this time, we recommend you follow the steps to minimize your risk of exposure.
Contact us
Have questions? Contact Aquarion’s Customer Service Center at 1-866-728-5023 or contact us online.
Frequently Asked Questions (FAQ)
As a part of the requirements of the Lead and Copper Rule Revisions that began October 16, 2024, you are required to be notified every year. You will also be notified if you move into a property that has a lead, unknown, or galvanized requiring replacement service line at the time that you move in.
For more details on these notification requirements, visit the EPA’s guidance on Notification of Known or Potential Service Lines Containing Lead.
- Connecticut Department of Public Health (CT DPH) Lead Free CT Program
- Massachusetts Department of Environmental Protection (MASSDEP) Lead Information
There are various methods used to identify service line material. Aquarion uses a combination of records review and visual inspections to update our service line inventory. Our Engineering team reviews documents that were recorded during the installation of the service line, build dates, meter set appointments and more. Our technicians also collect service line materials whenever they can visually inspect the service line in the field.
Aquarion also performs vacuum excavations to dig down to the curb valve and visually inspect the service line.
Lastly, you can help us collect information on your side of the service line by filling out our brief Service Line Survey.
The side of the service line owned by you is your responsibility to replace. If your service line is classified as lead on the side that you own, we ask that you contact us for confirmation and more information on programs that may help you.
Learn About Lead
Discover the health risks of lead in drinking water and Aquarion's measures to help address lead in water systems.
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