Backflow Frequently Asked Questions

If you ever experience a water leak, frozen water line, or other unexpected disruption of service, you will save time and effort if you are familiar with the water service line. That way, you will be better equipped to know where a leak might be and who is responsible for that portion of the service line.

Who is Responsible for the Service Line?
Responsibility for water service lines varies by community. In many communities, American Water is responsible for the pipes connecting the water main to your property, up to the curb or property line. Care and custody of the pipe from the curb up to and inside your property (excluding any inside meter) are your responsibility.

What Should I Do If There is a Leak?
Turn off your inside shut-off valve. If you can't turn it off, call customer service to have the water shut off at the curb. You will also need to call to have service restored.

If the company's portion of the service line is involved, call us with your account number and/or property address to arrange for repairs or to identify the problem. If your portion of the service line is involved, you may want to call a plumber for repairs.

Where is the Shut-Off Valve?
Your main water shut-off valve controls the water coming into your house. It is important that everyone in your home be aware of its location and know how to turn it off. In case of an emergency such as a burst pipe, fast action could prevent costly damage from flooding.

Normally, the shut-off valve is near the water meter. If your meter is outside, find the place where the water service line enters your home or building. The shut-off valve is likely to be located near the point of entry, and in many cases may be found in the basement or under the kitchen sink. We recommend you put a tag on it, or paint it a bright color, so that you can find it easily in the future. American Water also offers shut-off valve tags.

After finding the shut-off valve, turn it to make sure it isn't stuck. Water valves are generally closed by turning the handle clockwise. If a valve does not turn easily, do not force it. Rather, you may want to have the valve repaired so that it will work should you ever need it. Once the valve is turned off, check sinks and other fixtures to be sure you have found the main valve and that it is working properly. When opening the valve again to turn the water back on, open it fully, then close it just a quarter of a turn to make closing the valve easier the next time. You should also check every water fixture shut-off valve periodically, and consider operating the main and individual valves annually.