Frozen Water Services

Tips to avoid frozen water lines

• Know where your main water shut-off valve is located - it’s usually near your water meter
• Disconnect garden hoses from outdoor taps, turn off the water supply to those taps, and let them drain
• Insulate pipes that are especially prone to freezing, like the ones in basements, garages, attics or exterior walls
• Seal any leaks in your home and garage (around doors, windows, dryer vents, etc.) to stop cold air from getting in
• Keep your garage door closed
• Ensure warm air can circulate to areas where pipes are located, where possible

Notification to Run Water Information

The City of Stratford maintains a listing of properties that have been identified as having a high potential for frozen pipes when frost levels reach certain depths. Staff monitor a number of factors, including weather conditions and infrastructure upgrades, and proactively issue notification to identified properties to run their water. This notification may change year over year, and there may be winters where this proactive measure is not required. Notification will not be provided to properties with confirmed private plumbing issues (such as internal plumbing or private portions of the water service).
If you receive a notification to run water for your property, you will be compensated for increased water use by the City until otherwise notified. However, customers running taps without direction from the City will be responsible for all costs associated with increased water use. 
The notification letter will direct property owners to ensure a constant flow of water running through their water service. This is best accomplished by running a (seldom used) tap in an area where the likelihood of accidental shut-off is low. The flow rate must be sufficient to ensure constant movement of water through the water service.
Should the water service freeze at any time following notification, costs may be incurred and will be the responsibility of the homeowner. Corrective actions might include manual thawing of the service, or a building to building hose connection with a neighbouring property.
The Water Division will advise when the water should be turned off.

If Your Pipes Freeze

To troubleshoot frozen pipes, try running different cold water taps throughout your home. If you are unsure where the the problem is occurring, and suspect that it is a frozen service issue, please contact Festival Hydro at 519-271-4700 for assistance.
Property owners are responsible for maintaining and replacing water pipes inside their home or business, and from the home or business to the property line. This includes responsibility for corrective actions regarding frozen water services. If freezing is confirmed to be private plumbing, then it is the property owner's responsibility to initiate corrective actions. A plumber is recommended for dealing with internal frozen plumbing issues. 

If a frozen service is confirmed, a temporary water service may be required and this is usually connected to a neighbouring property through an outdoor tap connection by City Staff. 

The Water Division will ensure that billing is notified of the connection and all water consumption will be averaged until the time the water is directed to be shut-off.

For health and safety reasons, the City does not recommend installing your own temporary connections. Any private temporary connection will not be eligible for waiving of excess water costs.