New York City Department of Environmental Protection (DEP) Commissioner Carter Strickland and American Water Resources (AWR) President Malcolm Conner today announced that more than 100,000 homeowners in New York City have signed up for the water and sewer Service Line Protection Program that launched in January. So far, the program has saved these customers more than $7 million in repair charges that would have otherwise been paid out of pocket. During the program’s first year, AWR has performed more than 2,000 repairs across the five boroughs and more than 95 percent of customers surveyed are very satisfied with the service. Commissioner Strickland and AWR President Conner were joined at the announcement by homeowner Ronald Robins, who signed up for the Service Line Protection Program in July and recently had his water service line replaced following an unexpected leak.
“We established the Service Line Protection Program to shield homeowners from unexpected repair costs and, in less than a year, thousands of New Yorkers have already benefited from the program,” said DEP Commissioner Strickland. “At DEP we are committed to customer service and it is rewarding to see that more than 95 percent of New Yorkers who have signed up for this program are happy with it.”
“We’re extremely proud of the customer satisfaction levels we’re achieving with this program,” said AWR President Conner. “The more than 2,000 homeowners that we’ve helped have truly appreciated the expedient, hassle-free service we provided. In most instances, we were able to deploy local, qualified contractors to make the needed repairs and restore service within 24 hours. In addition, the NYC licensed master plumbers that we work with restore the homeowners’ properties. All of this is done without any additional fees beyond their enrollment costs.”
Brooklyn homeowner Ronald Robins told officials he felt “lucky” that the water line leak on his property happened when it did, instead of prior to his enrolling in the program a few months ago. “Nobody wants to have a water or sewer line problem, but if it had to happen, I’m just glad it happened after I signed up for the protection program because everything was covered and I didn’t have to worry about the cost or finding a plumber,” Robins said. “I called the customer service number, and within a few hours someone was here to help me.”