When Should I Call KUB vs. a Plumber?
A simple decision guide for Knoxville homeowners — who to call first based on where the problem is.
In the Knoxville area, the general rule is: if the problem involves utility-owned infrastructure — the water main, the meter, or a service interruption affecting multiple properties — contact KUB. If the problem involves your home's plumbing — interior pipes, fixtures, drains, or the service line from the meter to the house — contact a plumber. If there is a gas hazard, electrical hazard, or major flooding, call 911. When in doubt, check your meter first: if the leak indicator is moving with all water off, the problem is likely on your side.
Why This Matters
Calling the right party first saves time, money, and frustration. If you call a plumber for a utility-side issue, the plumber cannot fix it — and you have wasted time. If you call KUB for a problem on your side, they will tell you to call a plumber. Knowing the general boundary helps you start in the right place.
How It Generally Works in the Knoxville Area
Call a plumber if: • A leak appears to be on homeowner-owned plumbing (after the meter, inside the house, or on the service line to the house) • A fixture or appliance is leaking, dripping, or not working properly • A drain is clogged or backing up inside the home • A sewer issue appears to be on the private lateral (the pipe from the house to the main) • You need a new fixture, water heater, or appliance installed • You need professional diagnosis of a plumbing problem Contact KUB if: • A leak appears to involve utility-owned infrastructure (the main, the meter, or the connection before the meter) • The meter itself is damaged, unreadable, or leaking • Multiple properties are experiencing low pressure, no water, or a service interruption • Utility-owned equipment appears damaged • You have a billing or account question related to water service Call 911 if: • You smell gas (leave the area first, then call) • Water is near electrical panels or wiring and creating a hazard • There is major flooding or an immediate danger to safety This is general guidance. Depending on the exact location and nature of the issue, the right first call may vary. When in doubt, check your meter, and if you are still unsure, contact a plumber — they can help determine whether the issue is on your side or the utility's.
What the Homeowner Can Check
- Where the problem is located — inside the house, in the yard, at the meter, or in the street
- Whether the meter's leak indicator is moving with all water off
- Whether multiple properties are affected (which may indicate a utility-side issue)
- Whether there is any immediate safety hazard (gas smell, water near electrical, major flooding)
Who to Contact
KUB (Knoxville Utilities Board)
For utility-side issues — water main, meter, service interruptions, or utility equipment.
Visit siteA Licensed Plumber
For homeowner-side issues — interior plumbing, fixtures, drains, service lines, and sewer laterals.
Learn more911
For immediate safety hazards — gas smell, electrical danger, or major flooding.
What Not to Do
- Do not attempt to repair or alter utility-owned equipment
- Do not ignore a gas smell — leave the area and call 911
- Do not assume a problem is on the utility's side without checking your meter first
Still not sure who is responsible or what to do next?
Ask our AI Plumber — describe the problem and get guidance on whether it is likely on your side or the utility side.
Ask the AI PlumberVerify current requirements directly with the applicable authority.
Requirements may differ depending on whether the property is inside the City of Knoxville, elsewhere in Knox County, or served by another utility. Homeowners should verify current requirements with the applicable permitting authority before beginning work.
Common Questions
What if I'm not sure whose side the problem is on?
Check your water meter first. Turn off all water inside the house and look at the leak indicator. If it is moving, the problem is likely on your side — call a plumber. If it is not moving but water is visible near the meter or in the street, the problem may be on the utility side — call KUB. When in doubt, a plumber can help determine which side the issue is on.
Does KUB fix sewer problems?
KUB is responsible for the sewer main. The sewer lateral — the pipe from your house to the main — is generally the homeowner's responsibility. If multiple homes are backing up, the main may be the issue — contact KUB. If only your home is affected, contact a plumber.
Can I call a plumber first and have them deal with KUB?
Yes. A plumber can help determine whether the issue is on your side or the utility's, and can coordinate with KUB if needed. However, for obvious utility-side issues (a main break, a flooded meter box), calling KUB directly is faster.
If the problem involves your home's plumbing, The Classic Plumber can help.
We diagnose before we recommend — and we tell you when the issue is on the utility's side.