Frequently Asked Questions

You can access the service line inventory at: https://www.norfolk.gov/6309/Water-Service-Line-Inventory-Page

If your service line material is listed as “unknown” in the inventory, the material still needs to be determined.  The Customer Self-Reporting page can help you figure out if you have a lead, galvanized steel, copper, or plastic service line on the portion of the service line you own. A licensed plumber can also help figure out if your portion of the service line is lead or galvanized steel. After you or a licensed plumber inspects your line, please submit your results using the survey to help us improve our inventory!

The Lead and Copper Rule requires water systems to send all customers with an unknown service line material, a notification. As a precaution, it identifies your service line material as one of three types and outlines steps to prevent potential exposure to lead in drinking water.

If your service line material is listed as unknown, it does not necessarily mean your service line is lead. You can check and report the material of your service line using the steps on our website: https://www.norfolk.gov/5839/Customer-Self-Reporting. Additionally, there are steps you can take to decrease any exposure, found on our main webpage here: https://www.norfolk.gov/5834/Lead-Reduction-Resources

Once a survey is submitted by a customer, our technical experts review the submission, including the photographs, and typically verify the submission within two weeks. Once the photographs have been confirmed, the submitted survey will be “verified” and the new material will show up in the map. If our experts are unable to confirm the material from the photo, they will reach out to you for additional information. The survey information for your property will only appear on the map if you provide permission to share your submittal.