Wait list grows to thaw water pipes: City of Greater Sudbury

The extended deep freeze this winter has City of Sudbury crews scrambling to keep up with frozen pipes.

The process of identifying frozen pipes and thawing them out is taking longer than usual this year because the extreme cold has resulted in a large number of calls for service, the city said.

The current wait time for a crew to be dispatched once permission has been received by the resident to proceed is between two and six days, according to a city press release. 

If a frozen water service is found to be on the private property side, an hourly rate is charged for the thawing service. But, if the frozen water service is on the municipal side, there is no charge, the city said.

In a statement, the city also said it recognizes the delays are frustrating, and it's asking people be patient while crews deal with the consequences of the record low temperatures this winter.

According to the city, if you lose water service and you suspect frozen pipes, here's what to do: 

• Call 311 to report the water service loss.
• Your name will be put on a list so a crew can be dispatched to investigate and confirm a frozen water pipe or meter.
• Once a frozen water pipe is confirmed, you must again call 311 to give permission to thaw the line. 
• Once permission is received, you'll be put on a waiting list to receive thawing service.

The city will call property owners before crews are dispatched to ensure that someone will be at home, the city said, adding there are currently eight crews working to thaw pipes.

The city also maintains records of frozen water service. Residents who have experienced frozen water lines either last year or for two consecutive years have received a letter with instructions to run their water at the width of a pencil on a continuous basis over the winter, as a preventative measure, the city said.

Residents who have not been specifically instructed by the city to run their water are responsible for additional water charges should they choose to continuously run their water as a precautionary measure, the city said.

Residents affected by frozen water lines may fill their own containers at any of the municipal filling stations located in the following areas:

• Bay Street in Whitefish
• Countryside Drive in Sudbury, near the Gerry McCrory Countryside Sports Complex
• Bancroft Drive in Sudbury, near Moonlight Beach Road
• Spruce Street in Garson.