Water Interruptions and Disconnections
How to request water service be turned on/off
Water service to a home or business can be turned off or on for a variety of reasons. To book a service call to have your main water service valve on the property line turned off or on, please review the list below for special instructions and applicable fees.
Property owners or certified plumbers can request a service call on behalf of their clients.
Contact 311 for the following:
- Emergency situations
- Shut off due to fire or flood
- Demolition / Permanent cut-off of services
- Commercial and multi-family properties
- Seasonal irrigation meters shut off/turn on
Contact Metercor for the following:
- Single family or duplex locations
- Temporary disconnections for construction/renovations
- Extended vacancy of property
Fees
Important note: The following service fee will be applied for water service valve off/on requests to recover the cost of providing this service.
- The single service fee applies for turning the water service either off or on.
- The full-service fee applies for turning the water service off and on within the same appointment.
The City will mail an invoice to the property owner or business who requested the service appointment
Service lines up to and including 100mm (e.g. single-family homes, small buildings)
| Service time period | Fee | Service type |
|---|---|---|
| During regular work hours (8 a.m. to 4 p.m.) | $57.22 | Single Service |
| $114.44 | Full Service | |
| Outside of regular work hours or required within 24 hours (Emergency) | $101.72 | Single Service |
| $178.00 | Full Service |
Service lines over 100mm (e.g. large condos, apartments, businesses)
| Service time period | Fee | Service Type |
|---|---|---|
| During regular work hours (8 a.m. to 4 p.m.) | $150.00 | Single Service |
| $300.00 | Full Service | |
| Outside of regular work hours or required within 24 hours (Emergency) | $237.50 | Single Service |
| $475.00 | Full Service |
Cancellation and missed appointments
If you need to cancel or reschedule your appointment, please contact your appointment provider (Metercor or 311) by 3 p.m. the day before your scheduled appointment. Missed appointments or appointments cancelled without notice will incur the following fee.
Eligibility for pausing billing during disconnection
Some customers request their billing to be paused while their water service is disconnected. This is allowed under specific circumstances, including:
- Uninhabitable property due to issues such as fire, demolition, or flooding
- Seasonal disconnection of an exterior irrigation meter
Contact 311 to request billing be paused.
Property access
To provide this service, a person 18 years or older must be present at the residence. This is to prevent property damage and to allow our crews to verify they are at the proper location.
Common reasons to turn off water service
Emergency situations
- Uncontrollable water leak causing damage to the property
- Immediate need for water at an occupied residence
Disconnecting for construction/renovations
Major changes to the plumbing in your building require a permit. Learn more about permits or visit the Permit Desk on the third floor of the Municipal Building.
Disconnecting for demolition
The service disconnection process is typically initiated by a property owner when they are demolishing an existing building. Prior to a demolition permit being released the utilities, water, power and gas, must be shut off and/or turned off. At this time the property will either be developed or remain vacant.
In these situations, the water service must be disconnected at the water distribution main (the water service can only be re-used if approved by The City) and the water meter must be removed and returned to The City. This is the property owner’s responsibility.
Extended vacancy of property
Water service can be temporarily disconnected for long vacation periods or for rental properties where there is a gap in occupancy.
Please note fixed charges will continue to apply for water treatment and supply, wastewater collection and treatment, and stormwater management. Learn more about water rates.
Service valve operations and repairs
We recommend checking your internal main shut-off valve annually to ensure it is working properly in case of an emergency.
If it needs repair, contact a certified plumber. From there, a request can be made with The City to have the main service valve on the property line shut off.
Internal main shut-off valves are located in homes where the water line enters your residence. The purpose of this valve is to allow you to shut water off in your home for a variety of reasons, including emergencies or when repairing leaks, taps or toilets.
