Service Line Warranty Program - Service Line Warranties of Canada
The City of Ottawa has partnered with Service Line Warranties of Canada (SLWC) to offer Ottawa homeowners protection plans to help cover repair costs associated with their portion of water service and sewer/septic lines. SLWC is solely responsible for the administration of the program and participation is optional and voluntary for Ottawa homeowners.
Water and sewer service lines connect a homeowner’s property to the City’s water and wastewater systems. Homeowners are responsible for repairs to the portion of water and sewer service lines, including the stormwater sewer service line, located on their property. If a leak, break or clog occurs in the private portion of these lines, the homeowner is responsible for hiring a plumber and paying any of the associated repair costs.
As public infrastructure ages so does the private portion of water and sewer service lines on a homeowner’s property. Water and sewer/septic service lines are subject to changing soil conditions, ground shifting, corrosion and especially to the cold temperatures we typically see during Ottawa’s winters.
Repairs to private water and sewer/septic service lines are not typically covered by basic homeowners’ insurance and are not the City’s responsibility. Repair or replacement can cost hundreds to thousands of dollars depending on the nature of the work required. The City’s collaboration with SLWC provides a way to increase a homeowner’s awareness of their responsibility for these costs, while offering an optional solution for those who would like to participate.
SLWC is an accredited Better Business Bureau organization with an A+ rating and is solely responsible for the administration of the program. SLWC specializes in providing home repairs using local, licensed and insured plumbers to make any necessary repairs.
Contact SLWC at 1-844-958-0069 or visit plansforottawa.ca(link is external) to enroll or to learn more about the program.
Frequently asked questions (FAQs) on the SLWC partnership
Who is Service Line Warranties of Canada?
Service Line Warranties of Canada is a private company that provides optional and voluntary Exterior Water Service Line, Exterior Sewer/Septic Line and Interior Plumbing and Drainage Coverage plans to homeowners.
SLWC is an accredited Better Business Bureau organization with an A+ rating and is solely responsible for the administration of the program.
Why has the City of Ottawa chosen to work with SLWC to offer these Plans?
The City sees an opportunity to educate residential property owners about their responsibilities for the maintenance, repair and replacement of the private portion of their water and sewer service lines (from inside the home to the property line or water shut-off valve).
The City can also be assured that all repairs performed on this critical infrastructure meet the Ontario Building Code and that all appropriate permitting is obtained.
Why was SLWC chosen over another company to provide this service to homeowners?
City staff reviewed the existing City of Hamilton and Region of Peel agreements with SLWC, along with work completed by the Association of Municipalities of Ontario, prior to entering into an agreement. City staff are in continuous communication with SLWC and will be monitoring the program to ensure residents receive excellent service. Other companies are not in any way precluded from approaching the City to enter into a similar type of agreement.
What are the benefits of this type of program?
SLWC offers homeowners optional and voluntary affordable protection for unexpected costs of repairing or replacing failed or defective water and sewer/septic service lines, as well as failed or defective interior plumbing systems.
SLWC only uses qualified local contractors so repair dollars stay within the community, helping the local economy.
What does the coverage cost?
Monthly coverage costs can be reviewed by visiting plansforottawa.ca(link is external) or by contacting Service Line Warranties of Canada at 1-844-958-0069.
Does the coverage have a deductible amount?
No. There is no deductible amount. However, service calls do have a per occurrence benefit amount. These amounts can be reviewed by visiting plansforottawa.ca(link is external) or by contacting Service Line Warranties of Canada at 1-844-958-0069.
What happens if the cost of repair is above the per occurrence benefit amount?
If the estimate for the work to be completed is above the service call benefit amount, the homeowner would be notified of anticipated out-of-pocket costs prior to any work being completed. The homeowner would then be invoiced for the amount above the service call benefit amount after work is completed.
Are there any wait periods when opting into a plan?
No. Homeowners can submit a claim as soon as their plan is active.
Are there any restrictions for opting out of a plan?
No. Homeowners can cancel one or more of their plans at any time by contacting the SLWC Contact Center at 1-844-958-0069.
Is this considered a City of Ottawa program?
This is not considered a City program, but rather the City has endorsed SLWC’s program through a formal agreement. SLWC is solely responsible for the administration and service of the program. A homeowner who chooses to enroll in the program should do so with the understanding that the City in no way warrants or is liable for the work or performance of SLWC.
SLWC ensures coordination with related City programs, including those addressing municipal trees, lead water services lines, and frozen water service lines to ensure the City is aware of any work required on public infrastructure.
Did the City of Ottawa provide SLWC with customer mailing information?
No. The City did not sell or otherwise provide resident names or addresses as part of this program as that would not be in keeping with the City’s privacy policies. SLWC purchased its records through a third-party which are accessible through public information.
Will all my information be shared with the City of Ottawa?
Once enrolled in any of the exterior coverage plans, SLWC will only be sharing your property address with the City of Ottawa to assist with providing timely response and coordinating work which may impact the City's infrastructure.
Did the City provide any public funds to support the promotion of this program?
No. SLWC pays for all aspects of the program including marketing, customer service and repairs.
Are the protection plans considered insurance?
No. SLWC offers service plans as an independent private provider. Although the plans use terms like deductible, coverage and exclusions, the plans are not insurance, but a contractual pledge to arrange a contractor to repair your water and sewer/septic service lines.
Homeowners can ask their insurance provider if their policy covers repairs to the exterior water service and sewer/septic lines from normal wear and tear. If the policy does not cover water and sewer/septic service lines, homeowners may wish to consider the program.
Is the City receiving compensation in this arrangement? How is it being spent?
SLWC does offer the City compensation for allowing the use of the City’s logo when promoting the program to Ottawa homeowners. The support of the City provides residents with confirmation of the legitimacy of the program. This in turn results in increased enrollments, allowing SLWC to offer plans at lower prices. The revenue the City receives helps to support any new administrative requirements associated with the program.
Who is eligible for these plans, and which property types are eligible?
The program applies to those registered owners of property within the geographical boundary of the City of Ottawa that are either connected to the City’s water system or the City’s sewer system or both and specifically excludes commercial, industrial and institutional property owners and tenants living in residential properties.