FAQs • Charleston Water System, SC • CivicEngage

Why did Charleston Water System partner with HomeServe?: We often receive calls from customers about water leaks that turn out to be on an exterior water service line. We find that many customers do not realize the water and sewer pipes in their yard are part of their private plumbing system and that they are responsible for any repairs, which can be expensive.

To address this, we decided to provide customers with an option for avoiding unexpected repair costs by offering an affordable warranty option for water service lines. Since establishing our own program was not feasible, we decided to partner with a company to provide this service.

After a rigorous selection process that included a thorough review of HomeServe’s protection plan terms, business practices, and customer satisfaction, we decided to partner with HomeServe.

This partnership not only helps raise awareness about service line responsibility, but it also provides an affordable option from a reputable company.

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HomeServe Water & Sewer Service Line Coverage

1. Why did Charleston Water System partner with HomeServe?: We often receive calls from customers about water leaks that turn out to be on an exterior water service line. We find that many customers do not realize the water and sewer pipes in their yard are part of their private plumbing system and that they are responsible for any repairs, which can be expensive.

To address this, we decided to provide customers with an option for avoiding unexpected repair costs by offering an affordable warranty option for water service lines. Since establishing our own program was not feasible, we decided to partner with a company to provide this service.

After a rigorous selection process that included a thorough review of HomeServe’s protection plan terms, business practices, and customer satisfaction, we decided to partner with HomeServe.

This partnership not only helps raise awareness about service line responsibility, but it also provides an affordable option from a reputable company.

2. How did Charleston Water select HomeServe for this partnership?: We invited companies that offer service line warranties to submit a proposal for establishing a partnership program. Three companies submitted proposals.

Charleston Water selected HomeServe based on its product offerings, customer service and quality assurance processes, customer satisfaction, plan for working with local plumbers, and references from other utilities that have similar partnerships with HomeServe.

3. Do I need a warranty for my home's water or sewer service line?: It is up to you. Some people choose to pay for unplanned expenses out-of-pocket, while others prefer protection plans and extended warranties to avoid large unplanned expenses.
We encourage homeowners to consider their individual situation and decide if the service line protection plan is a good fit for them.

4. The water account is not in my name, so why did I receive a letter from Charleston Water System about this?: The letter was reviewed and approved by CWS staff, but it was mailed by HomeServe. Because state law prohibits us from sharing any customer information with a private company for the purposes of solicitation, HomeServe acquired names and mailing addresses from another source. As a result, the letters may be addressed to someone other than the CWS account holder.