Utility Service Partners, Inc.

Sharing industry news, best practices and program highlights from experts in the field,.

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Looking Back at 2016

2016 saw tremendous and exciting activity for the NLC Service Line Warranty Program! We welcomed 71 new city partners in the U.S., bringing our total to over 400 across North America. We now serve nearly 11 million municipal households, and performed a repair or replacement every 76 seconds nationwide last year.

The NLC Service Line Warranty Program is pleased to serve cities of all sizes, from Phoenix, AZ, a partner since 2012 with more than half a million households to Vergas, Minnesota, one of our newest partners, with 152 households.

Did you know? 

A survey of customers of the NLC Service Line Warranty Program said they feel better prepared for a water or sewer line emergency:

  • More than 70% said they could not afford a water or sewer line repair without the program
  • More than 90% said they have trust in the program because of the partnership with their city

City leaders agree:

Steven Wright, Chief Information Officer, City of Mesa, Arizona

“We have worked with SLWA for three years and have found the company to be responsive and focused on providing quality services to our residents.”

Todd Gloria, City Councilman, City of San Diego, California

“The city has fully vetted this organization and this program and we’ve conducted due diligence. SLWA’s program is endorsed by the National League of Cities, multiple state municipal leagues and hundreds of municipalities. SLWA’s been a member of the BBB since 2003 and they are very proud of their exemplary record.”

We hope you will join us!

Read more city and resident testimonials and see who else is participating.

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Failing the Grade

The recent release of the 2017 American Society of Civil Engineers (ASCE) Infrastructure Report Card showed no improvement in the overall grade for the nation’s infrastructure, holding steady at D+ overall, compared to the last report issued in 2013. The ASCE defines a “D” grade as one that finds “the infrastructure is in poor to fair condition and mostly below standard, with many elements approaching the end of their service life. A large portion of the system exhibits significant deterioration. Condition and capacity are of serious concern with strong risk of failure.”

Twenty-Eight civil engineers from across the country volunteer their time to work with the ASCE Infrastructure Initiatives staff to review data and consult with technical and industry experts to assign the grade. Eight criteria are used to evaluate infrastructure, including the capacity for such infrastructure to keep pace with future growth; the capacity of planned funding to meet future needs and the impact the current state could have on public safety.

“We have been in a mass, collective state of denial about how important these systems are” – Casey Dinges, Sr. Managing Director, ACSE (call out)

In a further study examining the impact of the widening gap between the failing condition of the nation’s infrastructure and the funding needed to improve it, losses were quantified in ways that go beyond the dollar figures needed to fund the improvements:

  • $3.9 trillion in losses to the U.S. GDP by 2025
  • $7 trillion in lost business sales by 2025
  • 5 million lost American jobs in 2025

And to bring the dollars home on a more personal level, it is estimated that around $3,400 in disposable income is lost annually, per family, due to things like poor roads, traffic congestion, flooding and power outages.

On top of these expenses, the private infrastructure, such as water and sewer lines, serving families’ homes, have been subjected to the same elements that are causing our nation’s infrastructure to fail. When a private water or sewer line breaks, it can bring a repair bill that is several thousands of dollars.

The National League of Cities (NLC) Service Line Warranty Program, administered by Utility Service Partners, Inc., offers homeowners an affordable protection plan through partnerships with cities – at no cost to the city.

Learn how to bring this valuable NLC program to your city today.

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National League of Cities Service Line Program: Helping Municipal Infrastructure

The National League of Cities (NLC) Service Line Warranty Program helps residents of partner municipalities repair or replace thousands of water and sewer laterals every year. The Program has helped more than 140,000 residents in cities and towns around the U.S. save more than $90 million in repair expenses.  The Program is also dedicated to helping protect the water systems that are vital to communities while educating both homeowners and municipal leaders about ways to improve sustainability.

In our previous issue, we highlighted a report published by the NLC Center for Research and Innovation that discusses ways in which municipalities can take advantage of our natural resources to help reinforce our nation’s infrastructure. The initiative, known as Green Infrastructure, uses nature’s design and integrates the existing ecosystem into a city’s urban environment.

In the January 23rd issue of Governing.com, the idea of urban parks is presented as an interesting tie-in to these efforts. With nearly 80% of Americans living in urban environments, and “a new focus on environmental resilience to flooding…driving city planners to more strongly consider “mixed-use” infrastructure”,  the report makes a compelling argument for the important role urban parks play, “urban parks are not luxuries; they are essential infrastructure for 21st century cities”.

Mayors in many cities recognize the reciprocal value of an urban park. As these green spaces improve the quality of life for residents, property values increase, leading to greater investment in the community. An article published by the University of Washington, College of the Environment, cites that “homes that are adjacent to naturalistic parks and open spaces are valued at 8-20% higher than comparable properties”.  And a briefing paper published by the American Planning Association lists several cities where these statistics play out.

Understanding the value of parks, not only to community and property values, but also how it supports water infrastructure management, Atlanta embarked on an impressive project in the historic Fourth Ward Park and Reservoir. The park, featuring a water-retention pond designed to help mitigate flooding, includes a 22-mile network of parks and trails connecting 45 neighborhoods. Atlanta’s Department of Watershed Management saved $16 million by choosing this option over “tunneling and installing a single-use network of pipes.”

Jaime Matyas, President and CEO, Student Conservation Association, outlines many other benefits of public parks in a guest post at NLC.org, including one of great value that is not as easily quantified, when she suggests that “enhancing our nation’s parks and ensuring that their upkeep benefits everyone can become a point of community and national unification.”

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NLC City Summit 2016

NLC PittsburghIn November Utility Service Partners, Inc. (USP), program administrator for the National League of Cities (NLC) Service Line Warranty Program, was an exhibitor at the NLC City Summit in Pittsburgh, PA – our hometown! We had the opportunity to meet with city officials from across the nation. Many of our current partners also stopped by the booth to check in. Please check out all the great photos from the event on our Facebook page at http://www.facebook.com/ServiceLineWarrantiesofAmerica.

Today, USP would like to thank all of our current partners, customers and contractors that make the Service Line Warranty Program a great success, as well as the many organizations we partner with on a local, state and national level. It is through your commitment to the program and valued partnership that we are able to provide warranty protection to homeowners across North America.

Thank you for your continued support.

Utility Service Partners

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A Message from Tom Rusin, CEO

The summer of 2016 brought many exciting changes to USP, program administrator for the National League of Cities Service Line Warranty Program. In July, USP and HomeServe USA, a leading provider of home repair solutions serving over 2.7 million customers across the US and Canada, came together to form a home repair company with unmatched reach in the municipal and utility sector. The combined strength of our company brings the same commitment to outstanding service to the NLC Service Line Warranty Program that our city partners, and NLC, have come to know and expect. A commitment unparalleled in the industry.

Partnering with cities and utilities across North America, we are one of the largest providers of improvements to private, homeowner infrastructure, utilizing over 1,300 local contractors, saving our customers and your residents $300 million in repair expenses over the last three years. We service a customer every 82 seconds, including weekends and holidays, all while maintaining a customer satisfaction rating of over 95%.

Over the past few months, we have been thrilled to welcome more than 40 new partner cities, spanning 18 states, to the NLC Service Line Warranty Program. We are excited to have the opportunity to offer this important private infrastructure program to these new communities, helping municipal leaders bring peace of mind to their residents. In addition to our new partners, we continue to enjoy success providing service to our current partner cities and their residents. I invite you to check out some of the amazing program statistics noted below.


As we look forward to the rest of 2016, we are preparing to welcome the National League of Cities City Summit to nearby Pittsburgh, Pennsylvania. It is thrilling to have the City Summit so close to USP’s home and to be able to show off some of the unique and amazing things Pittsburgh has to offer. Stay tuned to your email and social media for some special event information coming soon. While at the Summit, we would love to have you stop by so we can say hello and thank you for your support. And if you are not yet a partner of the NLC Service Line Warranty Program, please stop by and give us the opportunity to speak with you personally about the many benefits of this important program.

I look forward to seeing you in Pittsburgh and continuing to serve you and your residents in 2016.









Tom Rusin, CEO

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The National League of Cities 2016 City Summit will take place in Pittsburgh, Pennsylvania, from November 16th through November 19th. USP is excited to have the City Summit in our own backyard, and we are planning a very special event for our partners. Stop by our booth to learn more – and explore our three-dimensional display.

We look forward to seeing you all in Pittsburgh, the City of Champions!

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National League of Cities Service Line Program: Helping Municipal Infrastructure

The National League of Cities (NLC) Service Line Warranty Program helps residents of participating municipalities repair or replace thousands of water and sewer laterals every year. The program has helped more than 140,000 residents complete more than $90 million in repairs, one of the largest investments in private infrastructure in the nation. These repairs have helped to firm up municipal infrastructure and reduce the strain on water treatment facilities. The program is dedicated to helping protect the water systems that are vital to communities and continuing to educate both homeowners and municipal leaders on ways to improve sustainability.

Recently, the NLC Center for City Solutions and Applied Research released a report that discusses ways in which municipalities can help sustain our natural resources by reinforcing our nation’s infrastructure. The concept, known as Green Infrastructure, uses nature’s design and integrates the existing ecosystem into a city’s urban environment. The report states that the easiest and most effective means of easing the stress on conventional water drainage
systems is to reduce the volume of water that enters the system by increasing the permeable surface area, and allowing more water to be absorbed by soil and vegetation. The NLC offers five examples for achieving a Green Infrastructure. Here are two examples that can be easily implemented:

Rain Gardens 

A rain garden is a planted area in a shallow depression that receives stormwater runoff from an adjacent impervious surface such as a roof, driveway or parking lot. The rain garden prevents floods, reduces stress on the sewer system and may even conserve water resources by reducing the demand for irrigation. This green infrastructure option can be low-tech, inexpensive, sustainable and visually attractive.

A University of Washington study of four permeable parking lots found a 97 percent reduction in surface runoff compared with traditional concrete.” -NLC Municipal Action Guide, April 2011

Water Harvesting

Capturing rainwater to be used for irrigation projects saves potable water resources and consequently reduces the energy use, financial costs and emissions associated with transporting water to homes, businesses and industry. According to the U.S. EPA, outdoor irrigation accounts for nearly a third of residential water use nationwide, at more than 7 billion gallons per day. Solutions include collecting rainwater in rain barrels or cisterns where permissible and directing downspouts away from the sewer system and toward catchment areas.

Partners of the NLC Service Line Warranty Program Participate in Green Infrastructure Projects

Several of the NLC Program’s partner cities are featured in the NLC report. Kansas City, Missouri, a Program partner since 2013, launched the 100-acre Middle Blue River Basin Green Solutions Pilot Project, featuring 67 rain gardens and over 5,000 linear feet of permeable pavement and porous sidewalks. The project was the first federally approved Consent Decree to incorporate green solutions. As part of its educational goal, residents collaborated with various professionals and city representatives on the final plan. The initial results show both a reduced peak volume and flow at the outlet area. Kansas City will apply these lessons to further green installations for years to come. Project planners hope to see a decrease in overflow from 6.4 billion to 1.4 billion gallons per year.

In Program partner city Tucson, Arizona, a partner since 2014, where the average rainfall is only 12 inches per year, city officials have led the way in implementing water harvesting conservation strategies. In 2008, the city council adopted the nation’s first ordinance requiring rainwater harvesting at new commercial sites, requiring that commercial sites collect rainwater to meet 50 percent of landscape demand and specify a rainwater harvesting strategy. These efforts are further supported by residential outreach, including water efficiency guides and water harvesting rebate programs. The result is that Tucson’s average daily residential water
consumption (known as “per capita” water consumption—gallons per capita per day, or gpcd) is generally 90 gallons, well below the average rates in other parts of Arizona and the western United States.
In addition to green programs, these cities have introduced the NLC Service Line Warranty Program to their residents. With this optional protection, a resident who experiences a leak or break on their private service line can have the problem repaired easily, without the difficulty of having to locate a reputable plumber and the funds to cover the cost. When service line issues are repaired quickly, it can reduce the loss of potable water and stress on the municipal treatment facility. The program plays an important role in educating residents about their service line responsibilities, complementing public outreach efforts made by city officials.

During ServiceLine Awareness Week 2016, initiated by the NLC Service Line Warranty Program, a water conservation story and photo contest revealed that residents have already taken initiative with water harvesting. Residents shared stories and photos of their personal water conservation efforts. Check out their stories our Facebook page! 

By reducing the amount of water in our water systems, thereby reducing the amount of energy it takes to process that water, we can help to reduce our effects on the environment. To find out more ways to help your municipality achieve a Green Infrastructure, follow the link to the full report at www.utilitysp.net/green.

See what residents and city officials in Kansas City, Missouri and Tucson, Arizona have to say about the NLC Service Line Warranty Program by visiting www.utiltysp.net/learn.

Source: NLC Municipal Action Guide; Green Infrastructure: Using Nature to Solve Stormwater Challenges