Lead Line Solution

HomeServe offers a fully administered customizable solution for municipalities receiving federal funding for residential lead water service line replacements which includes consumer communications, customer service, appointment setting and contractor management. HomeServe is uniquely qualified to deliver exceptional service to homeowners identified for line replacements.  By administering the program, our process minimizes the municipalities’ allocation of internal resources.


How the Program Works

  • Municipality receives funding
  • Municipality engages HomeServe
  • Municipality identifies lines for replacement and provides contact list to HomeServe
  • Municipality and HomeServe reach out to homeowners to set appointments
  • HomeServe deploys contractors to execute line replacement
  • HomeServe executes reporting as required

Additionally, HomeServe offers optional private water service line protection which includes full replacement of lead lines, further contributing to the abatement of lead lines in a municipality.

Locally-based, fully licensed & vetted network contractors
Guaranteed repairs to service lines

24-hour customer service

No limits, fees or deductibles

Protection Plans Include:

Water Service Line

Covers repair or replacement of a permanently blocked, leaking, or low pressure line that provides fresh water to the home.

Sewer / Septic Line

Covers repair or replacement of a permanently blocked or leaking line that takes wastewater from the home.

Interior Plumbing

Covers unblocking, repair or replacement of interior water service and drainage pipe materials, valves and other plumbing-related material.

Water Service Line

Sewer / Septic Line

Interior Plumbing

Customer Story

HomeServe and M.U.D. Help Family Replace Lead Water Line

Danielle W. of Omaha was headed home on a weekday afternoon after work with her children when she turned onto her street and saw there had been a substantial change from when her family had left that morning – the street had been dug up.

“We hadn’t had a problem (with water service),” she said. “We came home on a Tuesday night and the street was dug up and there was a note on the door that the water had been turned off and wouldn’t be turned back on.”

More Lead Line Articles


Program Development

Anchored by a team that has extensive experience in the insurance and consumer services industries, HomeServe’s program development follows a process that recognizes customer needs, capitalizes on our underwriting depth and knowledge, and marries those needs with our marketing and operational capabilities. This ensures that we are creating comprehensive offerings for our customers, with the optimal balance of coverage and price. This leads to high participation rates and a generous revenue share for our utility partners.

Public Awareness Generation

Prior to launching a home protection program, HomeServe deploys a thorough pre-marketing education campaign. This campaign could include public relations and press releases, bill insert messages and information on the utility’s website. HomeServe has an internal public relations department that proactively engages with local constituents to provide material, clarity and responses to city officials, the media and the public. Additionally, we will train the utility’s call center staff to handle calls about the program and forward customers to HomeServe. We also provide scripts with frequently asked questions and answers about the program to use as a reference.

Multi-Channel Education

HomeServe’s in-house staff of over 75 marketing professionals produces multi-channel educational campaigns and customer communication strategies encompassing direct mail, inserts, website and web advertising, inbound and outbound telemarketing, e-mail, public relations, and social media, that yield outstanding customer participation, retention and customer satisfaction. Leveraging the results of hundreds of tests across dozens of utility partners, and through active partner collaboration, the team produces communications that educate consumers, positively reflect partner brands, drive customer participation, and ultimately lead to demonstrably higher levels of customer satisfaction with your utility.

Contractor Management

HomeServe currently manages over 2,600 independent contractor firms across North America. We have the ability to onboard local contractors, including those within your own established network, as relevant. We leverage trade associations and government registries to ensure relevant criteria are met, including MWBE requirements. Contractors must have a BBB rating of A or higher; positive feedback of 90% or better; and the ability to provide 24/7 emergency service while also meeting all stringent compliance requirements, including valid licensing, bonding and insurance; drug screening and background checks, and willingness to sign our contractor agreement that stipulates performance standards, code of conduct and more. HomeServe employs Regional Operations Managers (ROMs) to ensure all work is performed to our high standards and is compliant with all local codes, regulations and permit requirements. Contractor performance is continually tracked and measured to ensure customer satisfaction.

Program Administration

Implementing and managing an effective home protection plan program requires considerable investment, additional technologies and dedicated resources. With HomeServe you and your customers gain access to our best-in-class expertise in every aspect of program management and service delivery—extensive educational marketing resources; order fulfillment and billing infrastructure; award-winning, U.S.-based 640+-seat service center, and a local network of rigorously vetted contractor firms across various trades available to serve your customers. In effect you maintain control over the program with an expert partner—while also receiving program royalty revenue.

Water Solutions