Basement Flooding

SLWC Frequently Asked Questions

Service Line Warranty Canada Program FAQs

Questions and Answers:

1. Why are residents receiving mailings from Service Line Warranty Canada?Service Line Warranty Canada (SLWC) is a global company with 4.8 million customers and has its North American Corporate Head office located in the USA. SLWC has offices in Ontario, and it works with many municipalities throughout Canada. 
   
   SLWC offers optional warranty programs for sewer and water service connection repairs for residential homes.  The company uses local contractors to complete the repairs.
   
   
2.  Why is Durham Region's logo on the envelope and the letterhead?
   The Region entered into an agreement with SLWC that permits the use of the Region’s logo for marketing materials. By entering into the agreement with SLWC, the Region was able to ensure that SLWC is prohibited from any door-to-door telemarketing and marketing and selling products other than the warranty packages. The Region does not earn any commissions or fees by endorsing SLWC. 
   
   A number of Ontario municipalities have also approved SLWC including the Region of Peel, the Cities of Ottawa, Windsor, Hamilton and Kingston, the Town of Niagara-on-the-Lake among others. According to the SLWC website, they have worked with more than 65 Canadian municipalities. SLWC is also recognized by the Local Authority Services, which is part of the Association of Municipalities of Ontario (AMO).
    
3. Is this program mandatory for residents?
   No, SLWC’s warranty program is completely optional. Should a property owner be interested in the program, they can decide to enroll now or at any time in the future and can cancel at any time. 
   
   
4. Are homeowners responsible for sewer and water service connection repairs on their property?
   Yes. Homeowners are responsible for repairs to sewer and water service connections that are located on their private property. 
   
   For sewer pipes, the Region provided repair services for sewer service connections up to 1 metre (three feet) outside the house foundation. The resident was responsible to repair the service connection if it was damaged within 1 metre (three feet) from the house foundation or within the house. 
   
   For water pipes, the Region provides repair services for the service connection within the public right of way up to the property line of the residence. The resident continues to be responsible for any repairs to the water service connections on private property or (internal plumbing) within the house. 
   
   In April 2022, the Sewer System By-law (90-2003) was amended so that the Region would be responsible to repair sanitary sewer service connections only within the public right of way. The resident is now responsible to complete all repairs on their private property.   
   
   The Region continues to be responsible for the repair and restoration of the sanitary sewer and water service connections within the public right of way up to the property line of the private residence.
   
   
5. What is the situation with water service connections underground in our front yards?
   Nothing has changed related to water service connections. Individual property owners have always been responsible for the repair and restoration of the underground water pipes on private property. The change in the by-law is to align the responsibilities of the sanitary sewer service connections with the existing responsibilities for water service connections.
   
   
6. Why did the Region make the change in the by-law?
   The Region wanted to align the responsibilities for water and sewer lines for consistency and make it easier for both homeowners and the Region to understand who is responsible for repairs on private property.  When making the decision, the Region conducted a review of best practices within the water industry and Durham Region was the only municipality in southern Ontario that provided sanitary sewer repair services for service connections on private property.  
   
   You can find more information about the change to the by-law through the following links:
   September 8, 2021 – Regional Works Committee Report #2021-W-31
   September 29, 2021 – Regional Council Minutes (See page 20 of 29)
   April 27, 2022 – Regional Council Minutes (See page 25 of 25)
   
   These are available to the public online at durham.ca/Council.
   
   
7. What impact, if any, will this have on property taxes? If no impact, why not?
   There will be no impact to property taxes, as water and sanitary sewer repairs are not paid for by property taxes. Water supply and sanitary sewer user rates are collected through a water bill and the revenue is used to maintain the systems in good repair.
   
   
8. Does an individual property owner’s home insurance provide for the coverage of broken water and sanitary sewer service connections?
   A typical basic home insurance coverage does not cover for any damages to water or sewer service connections. A resident should consult with their individual home insurance provider to confirm coverage.  

Updated Sewer-use By-law and Resources

We have many projects to update our water and sewer works.

Learn more about sewer back-ups. 

On July 1, 2022 the updated Sewer User-Rate By-law came into effect. View a copy of the updated Sewer User Rate By-law.

Facts about basement flooding

There are two types of sewers in Durham Region:

• Sanitary sewers convey wastewater (sewage). They are connected to your home's plumbing fixtures (toilets, sinks, laundry, etc.). Wastewater flows through a series of pipes to a sewage treatment plant. We are responsible for the sanitary sewer system.
• Storm sewers collect storm water from catchbasins (street drains) along with eavestroughs and weeping tiles in many areas in the region. The storm sewer system conveys these flows directly into nearby streams or Lake Ontario. Storm sewers on local roads are the responsibility of the local area municipalities. We are responsible for storm sewers on Regional roads.

There are many causes of basement flooding, especially during heavy rain storms or during snow melt, such as:

• A leak in your home's foundation, basement walls or basement windows or doors.
• Poor lot drainage.
• Failure of your home's weeping system (foundation drains).
• Overflowing eavestroughs.
• Leaking/plugged downspouts.
• A blocked connection between your home and the main sewer in the street.
• A backup of wastewater in the sewer system, or a combination of wastewater and rainwater from the sanitary sewer system.
• Failure of a sump pump used to pump weeping tile water.
• Overloaded sewers, which force wastewater back through the sewer pipes where it escapes through floor drains or any other low lying plumbing fixtures in your basement.

Reduce your risk of basement flooding

You can reduce your risk of basement flooding due to sewer backup by:

• Inspecting and repairing slow drains.
• Being mindful of roots, damaged pipes and back up sewers that can slow your drains.
• Not pouring fat, oil or grease down the drain.

Our Works Department inspects and cleans the sewer from the main to the property line only.

One of the major factors contributing to basement flooding is the lack of overland flow routes for storm drainage during extreme storms. A lack of proper controls on private property, such as downspout disconnection from sewer collection systems and proper lot grading are also contributing factors.

The Institute for Catastrophic Loss Reduction's Handbook for Reducing Basement Flooding provides information on how you can reduce the chances of having basement flooding.

Flooding claims

If you experience flooding, contact your local Region of Durham Works Department depot. Staff will inspect the problem, assess the flooding and attempt to determine the source.

Call your insurance company as soon as possible and report property damage caused by the flooding. Remember to take photos of any damage and keep receipts from emergency repair work or cleanup work done to prevent or reduce further damage.

If the flooding is a result of a blocked drain pipe, leaking foundation or walls or drainage issues on your property, you are responsible for repairs and any subsequent damage caused by flooding. We will make all repairs to Regional pipes.

Frequently, sewers or drains are blocked by tree roots. We will help clear the blockage. Contact your local Region of Durham Works Department depot for more information.

You can submit a claim for damages to the Region. Your claim information will be forward on to our Finance Department, Risk & Insurance Division for investigation. You will receive a letter of acknowledgment.

If you have any questions, contact our Risk & Insurance Division by telephone at 905-668-7711 ext. 2493.

Cleaning up after flooding

Put your health and safety first when cleaning up your flooded basement. Exposure to contaminants carried by flood water or sewer backups into basements can be dangerous. Homeowners may be exposed to waterborne diseases, corrosive cleaning agents and irritants found in leftover sludge from a flooded basement. Electrical accidents may occur because of contact with water and electricity. It is important to clean up your basement quickly to avoid mould.

There are steps you can take to safely clean up your flooded basement, such as:

• Dress appropriately: wear overalls, gloves, protective eyeglasses, rubber boots and a mask.
• Open windows to let fresh air in.
• Turn off the power at the box or ask your utility for help.
• Stay away from electrical equipment, keep extension cords out of the water and do not attempt to change any fuses if standing in water or on damp ground.
• Work from the top down, removing any materials that have been deeply soaked.
• Minor debris can be put out for regular garbage pickup.
• Scrub furniture affected by flood water with soap and clean water and put it outside in sunny area to dry (weather permitting) or steam clean. Furniture, dry wall, flooring and any other items contaminated with sewage will likely have to be discarded.
• Clean and deodorize carpets within two days, or have them professionally cleaned.
• Disinfect walls and floors using a chlorine bleach and water solution (one part bleach to 10 parts water). Never mix bleach with ammonia since the fumes produced together are toxic.
• Make sure the area is thoroughly aired-out and dry before reoccupying it. Ensure that there is proper ventilation at all times. Fans may also help with the drying process. 
• Clean dry surfaces.
• Wash clothing following manufacturer's instructions.
• Check for damaged packaging. Throw out canned foods, home-prepared food in jars, meats and dairy products and any packaged foods that may have been affected by the flood waters.
• If your freezer's power is off, move the frozen food to another freezer or throw it out if you can't keep it frozen.
• Rent extension cords, submersible pumps, wet/dry shop vacuums and dehumidifiers or heaters (if required).
• Consider getting professional help with flooding cleanup.