Customer Responsibilities

The Service Authority maintains all water mains and water service lines from the water main up to and through the water meter pit. The Service Authority is responsible for all water meters, angle valves, meter setters or other appurtenances located in the meter pit. The Service Authority will also repair or replace that portion of a water service line located in the public street (VDOT right-of way) between the meter and the customer's property line if the request is made before the service line is repaired or replaced and Service Authority personnel determine the leak is within the public street right-of-way. The Service Authority will not reimburse a customer for the cost of replacement of the service line within the right-of-way if the line was replaced by the customer or the customer's plumber prior to calling the Service Authority. The Service Authority will not replace any appurtenances on a water service line, such as a pressure reducing valve, located within the public street right-of-way and beyond the water meter pit. These appurtenances should be relocated inside the customer's residence or business and not underground. The Service Authority has no responsibility for any water service line on the customer's side of a meter pit located out of a public street (VDOT right-of-way) whether in a townhouse or condominium parking lot or common area, in an easement dedicated to the Service Authority or on private property. If the water meter pit is located between the curb and sidewalk of a public street the Service Authority will be responsible for that portion of the service line under the sidewalk, assuming the conditions described elsewhere in the customer handbook are met. Customers having to replace a water service line on property owned by a townhouse or condominium association should contact their homeowner's association to see if the association has the ability to assist in the replacement costs for water service lines off the customer's property.

SANITARY SEWER RESPONSIBILITY

GRAVITY SEWER MAINS, SERVICE LINES AND LATERALS
The Service Authority is responsible for the operation and maintenance of any gravity sanitary sewer main, force main or low pressure force main located within a public street (VDOT right-of-way) or sanitary sewer easement dedicated to the Service Authority providing the pipeline has been accepted by the Service Authority. The Service Authority may assist in the operation and maintenance of sanitary sewers, force mains or low pressure force mains that have not received final acceptance when customers are affected. However, when such pipeline systems are still incomplete (and, therefore, have not received final acceptance from the Service Authority), assistance is considered to be a courtesy to our customers only. The builder or developer retains operating and maintenance responsibility as well as liability for sewer backups within areas served by incomplete sewers or force mains not yet accepted by the Service Authority.

Sewer stoppages in gravity sanitary sewer mains, generally eight (8) inches or larger, will be cleared by the Service Authority regardless of the cause. Sewer stoppages that occur in force mains or low pressure force mains located within dedicated rights-of-way or in sanitary sewer easements will also be cleared by Service Authority personnel.

It is the responsibility of the residential or commercial customer to clear any blockage in the service line (sewer main to property line) or in the building lateral (property line to building). The Service Authority assumes no responsibility for what is put in the service line nor in the building lateral. If the customer or the customer's plumber discovers the cause of the blockage to be due to a structural defect in the service line such as broken pipe, offset joint, roots or other similar structural or material defects, the Service Authority will be responsible for correcting the problem for the service line located within a public street right-of-way only. Grease is not considered a structural or material defect. Sanitary sewer laterals located within a dedicated easement are not service lines. The entire pipeline is considered to be a building lateral, which is the customer's responsibility to maintain all the way to the sanitary sewer main. If the building lateral needing repair or replacement is located in a townhouse or condominium common area, customers should contact their homeowner's association to see if the association has the ability to assist in replacement costs for building sewers outside the customer's property.

If a customer experiences a sewage backup the Service Authority should be contacted by calling (703) 335-7982 or (703) 335-7990. A representative will be dispatched to determine if the blockage is in the main. If it is determined the main is clear the customer will be advised the blockage is the responsibility of the customer and the service of a plumber should be obtained. The Service Authority will not reimburse a customer for the cost of a plumber. If prior history is available on this particular sewer service indicating there is a pipe structure or material problem, the Service Authority's personnel will clear the stoppage. If a sewer cleanout is available at the public street (VDOT right-of-way) line the Service Authority personnel may unstop the service line in order to determine the cause of the blockage. If no structural or material defects are found, removal of future blockages will be the responsibility of the customer.

If a sanitary sewer main has blockage or surcharged flow which caused a backup into a business or residence, the Service Authority will offer to have a cleaning service clean and disinfect the affected areas at the Service Authority's expense. This service is offered to lessen the impact of the backup on the affected business or residence; the Service Authority will not accept any liability for damage due to the sewage backup if the customer feels damage has occurred. An insurance claim must be filed with the Service Authority's insurance carrier, who will determine if the Service Authority has any liability. The customer should call (703) 335-7911 to file a claim.

The Service Authority will replace missing or broken clean out caps on service lines or building laterals if they are found to be missing, or will adjust clean-outs to grade if such adjustment eliminates damage to the sewer line or prevents inflow of storm water into the wastewater collection system.

GRINDER PUMPS
The Service Authority maintains grinder pumps installed in the Gainesville-Haymarket area under an EPA grant. These pumps manufactured by Environment One (E-1) are the only grinder pumps maintained by the Service Authority. Similar pumps located in other parts of the County or different type pumps are not the responsibility of the Service Authority.

SUMP PUMPS
The Service Authority has financed installation of sump pumps at various locations throughout the County to eliminate unwanted storm water migrating into the wastewater collection system. The equipment installed is warranted for a period of one year following installation by the pump manufacturer and/or the contractor providing the installation. The homeowner has the responsibility and obligation to provide for repairs or replacement of the pump should malfunctions occur. The Service Authority will provide assistance to the homeowner to help with investigating the problem. If it is found a sump pump replacement is necessary the Service Authority will replace the pump at the owner's request and bill the homeowner for the cost of the pump. It is the homeowner's responsibility to keep the sump pit screen clear and free of debris which would prohibit water from draining into the sump pump pit. If assistance is needed please call (703) 335-7982 between the hours of 7:30 a.m. and 4:30 p.m. Monday through Friday. After hours response can be obtained by calling (703) 335-7990, only in the event of an emergency.

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