Winnipeg, MB - This winter there has been a sudden and dramatic increase in frozen water pipes due to prolonged periods of frigid temperatures and deeper-than-usual frost penetration into the ground. This is the second coldest winter in 75 years and frost has reached an average depth of approximately seven feet.
The City’s standard protocol for responding to reports to 311 of “no water” includes:
- A crew would make an initial visit to confirm that the interruption in water service is due to a frozen water pipe outside the building, and not due to other causes (e.g., internal plumbing, water main break).
- Once confirmed, the crew advises the property owner that they can make arrangements with a plumber or request City thawing service.
- If City service is requested, the property owner is required to sign a form authorizing the City of Winnipeg to do the work necessary to thaw the private portion of the water pipe, including entering the home for this purpose, and accepting responsibility for the thawing charge (2014 rate is $305.00).
- Once the authorization is in place, the thawing crew would make an appointment with the property owner to attend. In a typical winter, the response time is within one to two days, but most often on the same day.
- Unless there are records that the City’s portion of the pipe has a history of freezing, the crew would attempt to thaw the property owner’s portion of the pipe first.
- If thawing on the private side is unsuccessful, the City’s portion of the pipe is frozen.
- In these cases, the thawing charge does not apply, and the crew would determine the site preparations required (e.g., ground straps, excavations) and proceed with thawing.
As a result of the dramatic increase in frozen pipes, and considering most of the frozen pipes this winter are on the City’s portion of the pipe, the process was streamlined effective February 28, 2014:
- Our priority now is to provide a temporary water supply before we make the initial assessment confirming that the interruption in water service is due to a frozen water pipe outside the building, and not due to other causes. Due to the number of reports of no water, there is a 7 - 10 day wait for this initial visit.
- Our next priority is to thaw the frozen pipe as soon as soon as possible.
As a result of the above change in processes, the residential pipe thawing fee will be waived effective February 28, 2014. Customers who may have received bills from the City for thawing frozen pipes on February 28 or later will receive a notice cancelling the $305 charge.
More information on frozen water pipes can be found at Winnipeg.ca/frozenpipes