Understanding Water Leak Responsibility: City Side vs. Customer Side

Overview

Not all water leaks are handled the same way. Knowing whether a leak is on the city side or the customer side helps ensure it is fixed quickly by the right party.

Understanding Water Leak Responsibility

When a water leak is reported, the first step is to determine how severe it is and where it is located.

Severe leaks such as water spraying into the air or quickly flooding an area require immediate action and should be reported right away. Smaller leaks, like puddling water or a slow flow, allow for additional troubleshooting.

The location of the leak in relation to the water meter determines who is responsible:

• Inside the home: This is the customer’s responsibility. A licensed plumber should be contacted.

• Between the meter box and the home (customer side): This is the customer’s responsibility.

• Between the meter box and the street (city side): This is the city’s responsibility.

Report a City-Side Water Leak

If you are reporting a city-side water leak (between the meter and the street), please call the Utility Call Center at 512-930-3640.

Check Irrigation Systems

If your property has an irrigation system, check for broken sprinkler heads or damaged pipes. Running a test cycle through each zone can help identify leaks. Irrigation-related issues are the homeowner’s responsibility.

Use the Customer Shut-Off Valve

Another way to determine responsibility is by using the customer shut-off valve, usually located on the house side of the meter box.

• If the leak stops after turning off the valve, the issue is on the customer side.

• If the leak continues, it is on the city side and should be reported.

If you cannot locate or operate the shut-off valve, please request assistance.

Residential water system showing the city side and customer side separated at the meter box, including shut-off valve and irrigation components.