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No, the program is completely voluntary.
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We regularly receive calls and in-person complaints from homeowners when a problem occurs with their water or sewer service lines to their homes. These lines are not the City's responsibility and we are very limited with the assistance we can offer. A broken or blocked water or sewer line on the resident's property can cost thousands of dollars to repair or replace, and many times, residents are unprepared for this unexpected expense. The NLC Service Line Warranty Program is a fully vetted and A+ Better Business Bureau-rated program that will repair or replace a resident's lines per city code by a local contractor that is licensed and insured for safety.
No, tax dollars are not used to provide this program. All marketing, promotional, and other expenses for this program are provided to the City at no cost.
There are several factors that cause failures in water and sewer service lines. One common cause of failure is tree roots infiltrating the lines, causing a blockage. Earth shifting from too much moisture or not enough moisture can cause breaks that need to be repaired or replaced. Age and composition of the pipe are also factors that can result in service line failures.
There is no long-term commitment to the program and residents may drop the coverage at any time. Billing is done monthly or yearly by SLWA, and if a customer decides to drop the program after making an annual payment, a refund of any remaining funds will be made to the customer.
There are no service fees, deductibles, or lifetime/annual cap when you submit a claim.
When you file a claim, you will be contacted by a licensed, local contractor within one hour. Repairs are typically performed within 24 hours; although depending on the scope of the problem, repair time will vary.