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Thursday, March 11, 2021
CWW response to leaks

Columbus Water Works values our customers and works diligently to locate and repair water leaks in our community. When leaks are reported to us, we have a systematic process that we follow to ensure timely and proper repairs are made. Once our customer service staff receives a report, an onsite evaluation will be scheduled, typically within one business day, to check and verify the leak. If the leak is located in a public area or between your meter box and the street CWW is responsible for the repair. If the leak is on private property, located between your water meter and your residence, you will be responsible for finding and repairing the water leak. CWW will notify you if the leak is your responsibility.

During the onsite evaluation, the severity of the leak is determined. Leaks are classified into one of three categories based on their severity. CWW uses the categories to prioritize and schedule repairs.

Severity Level 1: Emergency leaks: (typical repair time 1-2 days)
Severity Level 2: Priority leaks: (typical repair time of 5-7 days)
Severity Level 3: Minor leaks: (typical 4-week repair time)

 Severity Level 1:

Emergency Leaks (pictured on the Left) take immediate priority and are typically repaired within 2 days. 

Instances of emergency leaks include: a leak that causes property damage, a leak that has been deemed hazardous to the public or a leak that causes a neighborhood to be without water.

 Severity Level 2:

Priority Leaks (pictured on the left) are of high priority and are typically repaired within 7 days. 

Instances of priority leaks include: a leak that is minor but could possibly result in property damage if left unattended and leaks that cause customers to have low water pressure.

 Severity Level 3: 

Minor Leaks (pictured on the left) are important to locate and fix within a timely manner and are typically repaired within 4 weeks. 

Instances of minor leaks include: slow leaks, small leaks and leaks that are not deemed a hazard to the public. 

CWW works around the clock to maintain all infrastructure areas throughout our 2,183-mile system of water and sewer pipes. 

We appreciate your patience and understanding as we work on addressing water leaks, enhancing our response time, and ensuring clean, high-quality drinking water to your home or business.

If you experience a leak, contact our Customer Service department by phone at 706-649-3400 or email at customerservice@cwwga.org.

For more information on finding small, household leaks, visit our Facebook page during Fix a Leak Week, taking place March 15-19.

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