Water and Sewer Issues

Find information about common water and sewer issues, including watermain breaks, sewer backups, water quality concerns and other problems with your water or sewer service. Learn what to do when an issue occurs and how to contact the City for help.

On this page

• City-approved plumbers list
• Emptying pools and hot tub water
• Fire hydrants and insurance
• Frozen water services
• Sanitary sewer backups
• Water issues
• What can I flush?

Frozen water services

Very cold weather can cause water service lines and water meters to freeze. A frozen water service can interrupt your water supply and damage pipes and equipment.

The City recommends a voluntary Freeze Prevention Program to help prevent frozen water services.

Freeze Prevention Program

When temperatures are very cold:

• Keep your home at a minimum temperature of 13°C.
• Open kitchen, bathroom and laundry cabinet doors to allow warm air to reach water pipes and meters.
• Keep your garage door closed.
• Drain and turn off outdoor taps.
• Insulate water pipes near exterior walls, in crawl spaces and attics.
• Seal drafts and air leaks in your home and garage.
• If you will be away, turn off your main water valve, drain your water lines and have someone check your home regularly.

If you are advised to run your water to prevent freezing, let a steady stream about 6mm wide, or about the width of a drinking straw, run continuously until temperatures rise.

You are responsible for any additional water used. The City will not adjust your water bill for water used to prevent freezing.

Think your water service is frozen?

Turn on the tap closest to where the water service enters your home. If there is little or no water flow, your water service may be frozen.

Call the City first at 705-324-9411 before hiring a plumber or starting any work. Staff can provide information about the frozen service and who is responsible for the repair. This may save you time and money.

You should also contact a licensed plumber as soon as possible. Plumbers must contact the City before doing any work on a City-owned water service. Only City-approved plumbers can work on City-owned infrastructure.

The City uses steam to thaw frozen City-owned water services.

Having repeated freezing problems?

Talk to a licensed plumber about ways to protect your water service, including:

• Lowering the water service to a depth of at least two metres
• Insulating water lines that run along exterior walls
• Other ways to protect your water service from freezing

Sanitary sewer backups

If you have a sanitary sewer backup, call the City first at 705-324-9411. Staff need to determine whether the backup is related to the City sewer main before any work begins.

What to do if you have a sewer backup

If the City sewer main is working properly, you will need to hire a plumber to find the blockage. The plumber must:

• Determine whether the blockage is on the City side, between the property line and the street, or on the owner's side, inside the property line.
• Provide video documentation showing where the blockage is located.
• Call the City before starting any work.

Only City-approved plumbers may work on City-owned sewer infrastructure. The plumber will receive further instructions from City staff when they call.

Who is responsible for the cost?

If the blockage is on City-owned property, the City may be responsible for eligible costs, provided the required process has been followed.

If the blockage is inside the property line, the property owner is responsible for hiring a plumber and paying the costs. The owner may hire any plumber for work on their own property.

The City will not be responsible for costs related to a sewer backup caused by misuse of the sewer system.

Important

Do not start work on a sewer backup before calling the City. If the plumber does not contact the City before starting work, the City will not be responsible for the cost, even if the blockage is later found on City-owned property.

The plumber you hire to locate the blockage must have the equipment needed to provide video documentation.

Responses to vulnerable customers are prioritized when possible.

Water issues

Low water pressure

Several things can cause low or no water pressure, including:

• A water softener with an open bypass. If you have low water pressure, try bypassing your water softener to see if clogged filters are causing the problem.
• A watermain break, construction or repairs in your neighbourhood.
• A valve near your home that has not been fully opened.
• Watermain flushing in your area.

If you experience a sudden loss of water pressure, first check with your neighbours to see if they're experiencing similar issues. If it appears to be specific to your home, check the Public Notices section of the website or contact us.

Brown or discoloured water

Watermain flushing and nearby construction can disturb sediment inside watermains, causing brown or discoloured water.

If you notice brown water:

1. Run your cold water tap for five to 10 minutes.
2. If the discolouration remains, contact the City to report the issue.

Bubbling or water movement in drains and toilets

Sanitary sewer flushing can cause bubbling or a vacuum effect in drains and toilets.

To help prevent water from spilling over:

• Keep your toilet lid closed during sewer flushing
• After the work is complete, run water in your sinks and floor drains to refill the plumbing traps

Plumbing traps, including P-traps, hold water that helps prevent sewer gases from entering your home. Refilling the traps after flushing helps maintain this protection.

What can I flush?

The toilet and sewer system are designed for three things:

• Human waste
• Toilet paper
• Wastewater

Anything else can cause blockages, sewer backups and damage to wastewater equipment.

Do not flush these items

• Wipes, including those labelled “flushable”
• Paper towel
• Facial tissues
• Cotton swabs
• Tampons and other feminine hygiene products
• Dental floss
• Hair
• Condoms
• Contact lenses
• Kitty litter
• Cigarette butts
• Medications
• Fats, oils and cooking grease
• Household cleaners and chemicals
• Paint, pesticides and other hazardous waste

Why does it matter?

Many of these items do not break down in water. They can get caught in pipes, combine with grease or other materials, and cause blockages.

Wipes labelled “flushable” can also cause problems. They do not break down like toilet paper and can clog household plumbing and wastewater treatment equipment.

Medications, chemicals and other hazardous materials can also make their way into the environment and should be disposed of properly.

Where should these items go?

When an item should not be flushed, put it in the garbage or use the appropriate disposal program.

For example:

• Return unused or expired medications to a pharmacy.
• Take paint, pesticides and other household hazardous waste to a Household Hazardous Waste Depot (see the Landfill Diversion Programs page for more information)
• Let cooking grease cool and place it in the garbage. Do not pour it down the drain or toilet.

For more waste and recycling diversion information, see the Garbage, Organics, and Waste Reduction page.

Emptying Pool and Hot Tub Water

Pool and hot tub water can contain chlorine, bromine, salts, algaecides and other chemicals that are harmful to fish and aquatic life. Discharging this water into storm sewers can carry untreated chemicals directly into nearby waterways.

Follow these guidelines to protect local waterways and prevent impacts to neighbouring properties.

Chlorinated water

Before discharging water from a chlorinated pool or hot tub:

1. Stop adding chemicals. Do not add chemicals to your pool or hot tub for at least two weeks before discharging.

2. Allow chlorine levels to decrease. Running the pump and exposing the water to sunlight can help chlorine dissipate.

3. Check chlorine levels. Reduce chlorine to 0.5 mg/L or less before discharging. Use an accurate water testing kit to confirm levels.

4. Discharge water slowly onto your property. Release water at a controlled rate so it can absorb into the ground. Consider slopes and drainage patterns to prevent water from flowing onto neighbouring properties or into storm sewers. Avoid discharging during rain, when storm sewer systems may already be under pressure.

5. Report spills. If chlorinated pool or hot tub water enters a stream, river, lake or storm sewer, report the spill to the appropriate provincial and municipal authorities.

Saltwater pools and hot tubs

Saltwater must not enter the storm sewer system. Salt and other chemicals can harm aquatic life and affect water quality.

• Discharge to the sanitary sewer, if permitted. Where possible, discharge saltwater through a toilet, sink or bathtub connected to the sanitary sewer system so the water can be treated. Confirm that the discharge is permitted before proceeding.

• Hire a licensed hauler. If sanitary sewer discharge is not an option, arrange for a licensed hauler approved by the Ministry of the Environment, Conservation and Parks (MECP) to remove the saltwater.

Licensed haulers are available throughout the City of Kawartha Lakes.

If you are a plumber who provides sewer camera inspection services and would like to be added to the City's approved plumber list, send an email to casewww@kawarthalakes.ca

Only plumbers who can perform camera inspections are eligible for the list.

Fire protection in other communities

All Kawartha Lakes fire stations have Superior Tanker Shuttle Certification. This means firefighters can use alternate water sources to deliver enough water to a fire when a municipal fire-rated hydrant is not available.

Homeowners with detached homes may also qualify for an insurance adjustment based on their distance from the responding fire station. The qualifying road distance is up to eight kilometres.

Contact your insurance company for details about your coverage and eligibility.

For fire station locations and more information, visit the Fire Services page.