Customer Care

In 2010, the city of Burlington, Iowa, selected American Water Resources, a subsidiary of American Water, to deliver a sewer and water line protection program for more than 3,000 line contracts. The program is designed to provide homeowners with a safeguard against unexpected repair costs associated with leaks and breaks in water lines, as well as clogs or blockages in sewer lines running through their property. Since then, it is estimated that the protection program has saved enrolled homeowners approximately $180,000 in unexpected repair costs. The program has received a 97% customer satisfaction rating and the service contract was recently renewed for five more years. Customer protection programs like these is just another way for utilities to provide assistance for repairs, without any added cost to the utility, that are neither the responsibility of the city’s water department nor covered by typical homeowners’ insurance. Does your utility partner with private entities to provide these types of assistance programs? E-mail us at [email protected] to share your thoughts.