If your water service has frozen, review these tips to learn what to do next.

CONTACT A PLUMBER

• Contact a licensed plumber with thawing equipment immediately. The private water service (the pipe that brings water from the municipal water main to the home) is the home owner or landlord’s responsibility.
• Encourage your plumber to go beyond the ‘curb stop’ when attempting to thaw the water service. The plumber should 'go as far' as their equipment will take them.
• We recommend that the plumber not close the curb stop.
• Customers are responsible for paying the plumbing bill, but can always submit a claim through the municipal claims process for review.

Persons making a claim against the owner of the municipal infrastructure (the City of Kingston) must submit their claims in writing within 10 days of the loss to: City of Kingston, Attn: City Clerk,  City Hall,  216 Ontario Street,  Kingston, ON  K7L 2Z3.

WHEN TO CALL UTILITIES KINGSTON

• If you are unable to obtain a plumber, or if the plumber is unable to thaw your service: ensure you have a ball valve installed prior to the water meter (instead of a gate valve) and then call Utilities Kingston at 613-546-1181 (this picture shows a typical ball valve, versus a gate valve).
• Our thawing equipment only works with ball valves, so it is important to have this installed by a licensed plumber before you contact us. Please note, the cost to have the valve installed is the responsibility of the building owner.
• When you call Utilities Kingston and confirm the presence of a ball valve prior to your water meter, we will create a service order.
• Service orders are completed in the order they are received. We have called in additional resources to help restore water to our customers. While crews are working as quickly as possible, unfortunately there is a waiting list.

ADDITIONAL TIPS

• While you are without tap water: in addition to obtaining bottled drinking water, consider bringing in buckets of water from neighbours to use for flushing. Some of our customers have been bringing in buckets of snow to melt at room temperature. While this water is not safe for drinking or bathing, it can be used for flushing toilets.
• Once your water service is thawed, keep a constant quarter inch stream of water flowing from a cold water tap until further notice. Consider placing a sign on the tap to remind occupants to leave the water running.
• View additional tips to prevent plumbing from freezing.
• Be prepared that when your water service is restored, some water may enter your basement. We suggest keeping a mop and some rags handy.