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Homeowner responsibilities

Access to water is our shared responsibility. Here are some of the ways we need to work together to ensure efficient and effective water service.

Water leaks on your property

You're responsible for the maintenance and repair of most water fixtures on your property, including the:

  • Pipe connected to the water meter
  • Toilet
  • Hose bib
  • Stop and waste valve
  • Water line
  • Hot water tank

Your water utility is responsible for the pipes leading up to the property line and the water meter itself.

Water damages and flooding

Water utility crews will repair faulty mains or hydrants. If you've experienced flooding and property damage, please follow these steps:

  1. Contact your personal insurance company and initiate a claim. Your insurance adjuster will need to assess the water damage to your property and any losses.
  2. Remove water immediately to minimize damage. Dry out all building materials and personal belongings to prevent mould from growing.

Learn more about property damage.

Water shut-off

In most communities, you can shut off the water supply in your home by using the stop and waste valve located on the line leading to your water meter. It will have a Gate valve or a Ball valve to open/close water flow to the meter. If you would like the water shut off at the property line, you must contact EPCOR (the water utility) to have a service technician come out. Learn more about shutting off the water to your home.

Shutting off your curb stop valve (CC)

If you need a temporary water shut off at the property line for home repairs or other reasons, some important tips below will help you understand our process. This will help you plan for the turn off timeframes that may occur:

1. Contact EPCOR dispatch at (780) 412-4500

  •  Provide the details of the reason for your turn off.
Common reasons for Turn Off
  • ​Valve leaking
    • Very common for valves that have been recently operated to leak through the packing
    • Some valves have a packing nut that can be tightened down
    • Use caution if tightening a packing nut, not much force is needed to stop a leak. Small turns, till the leak stops
  • Valve doesn't control the water (seized, handle is broken or missing, gasket inside is worn out)
  • Moving the water line to a new location
  • Precautionary (repairing/replacing sewer lines)

2. We will arrange for a site visit to operate the CC valve

  • A technician will come to your address and assess the condition of your CC: valve.
  • This pre check can take up to three business days and you will receive a call back from our team to confirm the outcome of the pre check visit.
  • This visit will ensure you are not scheduling a plumber in advance of confirming we can turn the water off.

3.

A) If the CC valve is OPERATIONAL

  • We will call you within three business days to confirm appointment options to schedule a date that works for you.
  • During this call we will review the costs to come to site and turn off the water and the costs to turn on the water for you when the repair is complete. The fees align to the rates outlined in our EPCOR Water Services and Wastewater Treatment Bylaw. 

B) If the CC valve is NOT OPERATIONAL

  • We will call you within three business days to let you know next steps.
  • Following safety and legislative requirements, any repair of a CC needing excavation requires EPCOR to call Alberta One Call to obtain locates before the work can begin. This will ensure there are no safety concerns with any other utility on the property.

Click to view larger image

CC Repair Process
  • Employees are allowed to hand expose a CC without mechanical means up to a depth of 12".
  • Seasonal factors can cause delays, hand exposing a CC is not always successful in colder temperatures as the frost line shifts further in the ground.
  • Any CC deeper than 12" or more will require EPCOR to call Alberta One Call to obtain locates before any work can be done on a CC that is buried.
  • Any CC that paved over or requires mechanical means (jackhammer) to expose the CC, requires EPCOR to call Alberta One Call to obtain locates before any work can be done on the CC that is buried
  • When EPCOR initiates a repair to the CC, the entire process is to ensure the site is safe and ready to repair, this can take up to four weeks to complete
​In the event of a water emergency, EPCOR will call Albert One Call for an Emergency locate in order to excavate the area to shut off the water.

Noisy pipes

A slow water leak in your toilet or taps can cause noisy pipes.

  1. Check the fill valve and float in your toilet tank.
  2. The float may need to be adjusted, or your flapper valve may not be closing properly and needs to be replaced.
  3. Any hardware store will carry replacement parts for your toilet.

Slow or low-flow water draw sources, such as humidifiers and ice makers, may also cause noisy pipes. Review your owner's manual to see if the valves should be adjusted or contact a plumber.

Fire hydrants

Fire hydrants located on private property are the responsibility of the property owner. They should be professional inspected annually to ensure they're working properly

Homeowner responsibilities

Access to water is our shared responsibility. Here are some of the ways we need to work together to ensure efficient and effective water service.

Water leaks on your property

You're responsible for the maintenance and repair of most water fixtures on your property, including the:

  • Pipe connected to the water meter
  • Toilet
  • Hose bib
  • Stop and waste valve
  • Water line
  • Hot water tank

Your water utility is responsible for the pipes leading up to the property line and the water meter itself.

Water damages and flooding

Water utility crews will repair faulty mains or hydrants. If you've experienced flooding and property damage, please follow these steps:

  1. Contact your personal insurance company and initiate a claim. Your insurance adjuster will need to assess the water damage to your property and any losses.
  2. Remove water immediately to minimize damage. Dry out all building materials and personal belongings to prevent mould from growing. ​

Water shut-off

In most communities, you can shut off the water supply in your home by using the stop and waste valve located on the line leading to your water meter. It will have a Gate valve or a Ball valve to open/close water flow to the meter. If you would like the water shut off at the property line, you must contact EPCOR (the water utility) to have a service technician come out.

Noisy pipes

A slow water leak in your toilet or taps can cause noisy pipes.

  1. Check the fill valve and float in your toilet tank.
  2. The float may need to be adjusted, or your flapper valve may not be closing properly and needs to be replaced.
  3. Any hardware store will carry replacement parts for your toilet.

Slow or low-flow water draw sources, such as humidifiers and ice makers, may also cause noisy pipes. Review your owner's manual to see if the valves should be adjusted or contact a plumber.

Fire hydrants

Fire hydrants located on private property are the responsibility of the property owner. They should be professional inspected annually to ensure they're working properly

​Soil slumping on a water line

Water utility companies will often send a service person to investigate whether the soil slumping is caused by a water system deficiency.

Curb cock (CC) valve

Soil temperature changes may cause curb cock (CC) valves, or shut-off valves, to heave. Water utility companies will often lower or raise the curb cocks valve free of charge at your request.

Tree roots growing into water lines

Refer any tree root concerns by calling (780) 412-4500.

Testing for leaks

If there's an indication of a potential leak, we'll test the water service lines. For example, if water is surfacing, the basement is flooding or water pressure is severely reduced.

Water meters

The water meter and the connections to it are owned and maintained by EPCOR. Find out more information about your meter.

​Water service lines on your property

Lines on private property are installed by the developer. For information about the infrastructure on your property (such as age and material), try contacting your builder.

Age

The underground portion of your piping was installed at the same time the home was built, so it's most likely the same age as your house. You can often verify what your lines are made of by visual inspection of the pipe at the point of entry through the basement floor.