Service line material notification letter

Water systems must provide notification to all consumers with a service line identified as the following materials:

• Lead: any portion, excluding lead goosenecks or pigtails

• Galvanized requiring replacement (GRR): If it is currently or was previously downstream of a lead service line 

• Unknown: any portion of the service line, excluding connectors

Communicate accurately and openly about system-specific conditions to your consumers.

Choose from two templates

1. For consumers with a known lead or GRR service line, use the Lead and Galvanized Requiring Replacement service line notification template

2. For consumers where all or a portion of the service line is unknown, use the Unknown service line notification template

Copy the template or use your own letterhead

These templates can be used as a starting point for writing the notification. Customize your notification with your letterhead.

Make a copy of the template using a Google account

• Google Docs is free to use with a Google account. If you don't already have one, sign up for an account.

• Log in to your account Google account, then make a copy of the letter you need:

Lead/Galvanized service line notification

Unknown service line notification

Fill in your details

Customize the information highlighted in yellow on the draft templates before sending it to consumers.

 ✅ Use our interactive checklist (Google Sheets) to see if your letter meets all the requirements. 

We encourage you to use our notification templates to ensure the notification has all required information. If you write your own, it must have all of the following information:

• A statement indicating the material type(s) of the service line.

• An explanation of the health effects of lead that meets the requirements of EPA’s LCRR rule section §  141.85 (a)(1)(ii).

• A list of actions consumers can take to reduce exposure to lead in drinking water.

• For consumers with unknown service lines, information about opportunities to verify the material of the service line.

• For consumers with lead and/or GRR service lines:

  • Information about replacing service lines.

  • Information on financing solutions for property owners to replace their portion of lead or GRR service line.
    Note: Water systems are not required to pay for replacement of the consumer’s portion of the service line, but should  consider ways to accommodate consumers that are unable to pay to replace the portion they own.

• For consumers with lead service lines where service line ownership is shared, a statement that the water system is required to replace their portion of the lead service line when the property owner notifies them that they are replacing their portion. For example, "Please notify us when you will be replacing your portion of the service line. We are required to replace our portion of a lead service line when notified by a property owner that they are replacing theirs."

• Contact information for the water system.

We encourage you to also to include:

• A description and/or diagram of service line ownership (example - you are free to use this graphic).

• Where and how the consumer can access a copy of the water system’s service line inventory. Systems serving more than 50,000 people must make their service line inventory publicly available online.

• How the consumer can notify the water system if they disagree with the material classification.

Annual notification

The water system must notify consumers with lead, GRR, or unknown service lines annually by December 1 starting in 2025,  until the entire service line has been replaced. For new consumers, systems must also distribute the notification at the time of service initiation if the service line is lead, GRR, or unknown.

Delivery method

Community water systems must distribute the notice to consumers using one or more of the following approved methods (we recommend using more than one method):  mail, hand delivery, email, phone call (automated or personal), or text message.

If you would like to use another method, please email the Division of Drinking Water for approval. The notification may be delivered along with a mailed or hand-delivered Consumer Confidence Report, billing statement, or newsletter.

Non-transient, non-community systems must provide the notice by mail, hand delivery, email, phone call (automated or personal), text message, or by posting in noticeable locations. If the water system is a school or childcare facility, it is encouraged that the notice also be provided to parents or guardians.

Water systems must submit a certificate of delivery via online form:

• A certificate of delivery form to the Division of Drinking Water by July 1 after material notifications have been delivered

No, consumers with service lines determined to be all non-lead do not need to be notified of their service line material.

Yes, the consumer must be notified if any portion of the service line is lead, galvanized requiring replacement (GRR), or unknown, regardless of ownership.

The water system must distribute the notification to consumers supplied at the service connection with a lead, GRR, or unknown service line. The water system is encouraged to provide the notification to the property owner as well, if the property owner and occupant are different.

Yes, water systems may use their own service line material notification as long as it contains all of the applicable required information as specified in LCRR rule section §  141.85 (a)(1)(ii). In addition to the required information, water systems are encouraged to include information in each notice about service line ownership within the water system, where the consumer can access a copy of the water system’s service line inventory, and how the consumer can notify the water system if they disagree with the material classification.

Yes, NTNC systems must notify consumers of the service line material if the service line is determined to be lead, GRR, or unknown. NTNC systems may post the notification in a conspicuous location(s) for consumers to view. If the NTNC system is a school or child care facility, the system is encouraged to provide the notification to the student’s parents or guardians as well.

If an unknown service line is later determined to be lead or GRR, the consumer must be provided with an updated service line material notification. The consumer should be notified as soon as possible upon discovery of the material, no later than the next annual notification.

No, at this time notification is not required for a lead pigtail or gooseneck.

For 2024, the notification should be distributed by November 15. 

Starting 2025, the annual notifications must be redistributed every year by December 1. Copies of the notifications and a certificate of delivery form must be submitted via online form (form coming soon) to the Division of Drinking every year by December 11 .

Yes, systems must continue to notify consumers annually of their service line material until the entire service line is non-lead. This includes consumers who already declined to have their portion of lead or GRR service line replaced. While ongoing notice may be viewed as a potential annoyance by some consumers, it reinforces the importance of reducing lead exposure from drinking water.

Water systems are encouraged, but not required, to pay for the replacement of the consumer-owned portion of the service line. Payment assistance is the water system's responsibility. Systems can apply for funding that can be used for the replacement of system-owned and consumer-owned lead and GRR service lines. Paying for the replacement of the consumer's service line can increase participation in replacement programs as well. Some systems may offer financing solutions while others may steer consumers to a local bank for the possibility of a personal loan. 

Per the proposed Lead and Copper Rule Improvements (LCRI), water systems will be responsible for the full replacement of the entire service line including the customer side. We have financial assistance available for the full replacement of service lines. Please visit our website at lcrr.utah.gov for more information. 

Yes, systems may remove or replace the service line diagram included in the notification templates.

Water systems are encouraged to develop an internal standard operating procedure (SOP) or checklist for service initiation for new consumers that includes referencing the service line material at the service address. Systems can also develop a new consumer letter that includes the service line material notification in addition to information on how to read and pay the water bill and access other resources. If the service line is all non-lead, the new consumer does not need to be notified of their service line material.