Service Assured® Water Frequently Asked Questions

As a Rochester homeowner, you own your water service from the
(1) Corporation Stop to the (5) Angle Stop, therefore you are responsible for any repair costs.
Service Assured® Water Service Repair Coverage (Service Assured® Water) is a program that is
created and managed by Rochester Public Utilities (RPU). It is a low-cost underground water service
line repair program that provides coverage in the event of failure. Eligible residential water customers
are automatically enrolled in the program but may opt out of coverage. Without this coverage,
these repairs can be costly.

A diagram of the typical residential water service is shown below. With Service Assured® Water, RPU will make all repairs from the 1 Corporation Stop to the 7 Meter Tail, and will perform restoration work up to your property line (this includes the street, public sidewalk, curb, boulevard, and the driveway approach). You are responsible for the restoration work including landscaping from your property line to your home. RPU’s landscaping restoration work on your property is limited to backfilling the trench. Driveways and private sidewalks are not covered. RPU is not responsible for incidental or consequential damage resulting from a service line break. Check with your homeowner’s insurance for this type of coverage. This program does NOT cover service replacements within the street right-of-way done in conjunction with street repair/replacement projects.

If you choose to opt out of coverage, you are responsible for all service line repairs from the 1 Corporation Stop to the 5 Angle Stop. RPU owns the 6 Meter and 7 Meter Tail, so they are and will continue to be repaired by RPU at no cost to you. You own the 8 Full Flow Gate Valve and are responsible for repair costs to it.

Coverage is available to RPU residential water customers living in single-family homes, single-owner
duplexes, and some townhome associations, individual twinhomes, and triplexes where each has its
own water service line.

Some exclusions where coverage is not available include mobile homes, apartments, condominiums,
and atypical service configurations. Individual townhomes are not eligible for Service Assured® Water
due to common property that is owned by the association. Contact us to see if your association
is eligible for Coverage. Pre-existing conditions (e.g. leaks, improper installation, atypical service
configurations, etc.) render you ineligible for Service Assured® Water until the condition(s) are
repaired, at your cost.

Your water service can fail due to aging pipes, invasive tree roots, seasonal changes, freezing,
improper installation, corrosion, valve failure, etc.

If your water service line freezes, with Service Assured® Water we will cover the cost of ONE THAW per
winter season. NOTE: During the winter freeze season, it is your responsibility to follow RPU’s directive
to prevent water service line freeze-ups.

Yes! Service Assured® Water will cover the cost to repair your water service; most homeowner’s
insurance policies do not. (We recommend that you check with your insurance agent.) Repairs we see
frequently are to 5 Angle Stops, which cost hundreds of dollars. However, a 2 Service Line repair or
replacement can cost $5,000 to $10,000 or more, which comes right out of your pocket, unless you are
a Service Assured® Water customer.

With Service Assured® Water, you will enjoy convenience, affordability, and peace of mind knowing that
your service, if it does break down, will be restored at no cost to you. (See Q2 “What does Service
Assured® Water cover?” for exclusions.)

A fee of $1.99 will appear as a separate line item on your monthly RPU bill and will be collected with
your other utility charges. If you choose to enroll in Service Assured® Underground Electric Repair
Coverage, the total cost for both is $3.00. Pricing is subject to change; see RPU’s Rate Schedule
for current costs. There is no deductible with this Coverage. NOTE: For rental properties, Coverage
is billed to and paid for by the owner, not the tenant.

CALL RPU AT 507-280-1500 FOR ANY REPAIRS. RPU WILL CALL A CONTRACTOR IF NEEDED. We will come to your home, inspect the problem, and depending on the extent, either repair the issue ourselves or
hire a licensed contractor. Either way, if you have Service Assured® Water, you will not bear any cost
except landscaping restoration work inside your property line.

Your new residence, if it is eligible for the program, will be automatically covered with Service Assured®
Water. You can choose to opt out at that location if you would like.

To opt out of coverage, fill out our opt-out form. If you choose to opt out, you will not be allowed to re-enroll for 12 months from your opt-out date. After 12 months, if you want to re-enroll, a pre-approval inspection performed by RPU is required. Pre-existing conditions found in this inspection (e.g. leaks, improper installation, atypical service configurations, etc.) render you ineligible for re-enrollment until the condition(s) are repaired, at your cost.

For more detailed information, read our Service Assured® Water Service Repair Coverage Terms &
Conditions, or call RPU Customer Care at 507-280-1500.