New video helps customers understand lead service line replacement

Replacing a lead service line can feel overwhelming for customers who don’t fully understand the process, but a new video from the Lead Service Line Replacement Collaborative, of which AWWA is a founding member, is here to help.

“What to Expect: Replacing Your Lead Service Line” is a ten-minute video that guides customers through each stage of the replacement, offering a clear and accessible explanation of what to expect. It serves as a valuable tool for utilities to build trust, reduce confusion, and encourage participation in lead service line replacement programs.

The Lead Service Line Replacement Collaborative is a joint effort of 28 public health, water utility, environmental, labor, consumer, housing, and state and local governmental organizations to accelerate full removal of the lead pipes. AWWA staff were directly involved in the creation of the video.

Water utilities that wish to tailor the video to their own communities have options. The Collaborative offers editable versions so that local branding or context can be added. Utilities can email feedback@lslr-collaborative.org to get started.