What Happens If a Leak Appears to Be on the Utility Side?
If the leak is before the meter, the utility may be responsible. Here is what to do.
If a water leak appears to be on the utility's side of the meter — meaning before the meter, at the meter, or in the water main — contact your water utility (commonly KUB in Knoxville) as soon as possible. Do not attempt to repair utility-owned equipment yourself. The utility will assess the situation and, if the leak is on their side, handle the repair. If you are unsure which side the leak is on, check your meter first: if the leak indicator is not moving with all water off, but water is visible near the meter or main, the issue may be on the utility side.
Why This Matters
If a leak is on the utility's side, the utility is generally responsible for the repair — and you should not pay for it or attempt to fix it yourself. But if you assume it is on the utility's side when it is actually on yours, you may delay a repair that is causing damage to your property. Knowing how to tell the difference helps you call the right party first.
How It Generally Works in the Knoxville Area
Signs a leak may be on the utility side: • Water is visible in or around the meter box, but the leak indicator is not moving when all water is off inside the house • Water is visible in the street or near the water main • Multiple neighboring properties are experiencing low pressure or no water • The meter itself appears damaged or is leaking If you observe any of these signs, contact KUB (or your applicable utility) and report what you see. The utility will send a crew to assess the situation. If the leak is on their side, they will repair it. If it is on your side, they will let you know and you should contact a plumber. Do not attempt to excavate near the meter or the water main yourself. Underground utility lines may be present, and excavation without proper utility locating is dangerous and may be illegal.
What the Homeowner Can Check
- Whether the meter's leak indicator is moving with all water off inside the house
- Whether water is visible in or around the meter box
- Whether water is visible in the street or near the water main
- Whether neighboring properties are also experiencing water issues
Who to Contact
KUB (Knoxville Utilities Board)
Report the leak and describe what you see. KUB will assess whether the leak is on the utility side.
Visit siteA Licensed Plumber
If KUB determines the leak is on the homeowner side, or if you are unsure, a plumber can help locate and repair it.
Learn moreWhat Not to Do
- Do not attempt to repair or alter the meter or any utility-owned equipment
- Do not excavate near the meter or water main without calling 811
- Do not assume the leak is on the utility's side without checking your meter first
- Do not delay reporting — utility-side leaks can affect water quality and pressure for the area
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
Will KUB charge me to check if the leak is on their side?
Generally, utilities do not charge to assess whether a leak is on their side. However, policies may vary. Contact KUB to confirm their current process.
What if KUB says the leak is on my side but I think it's on theirs?
If you disagree, ask for a detailed explanation of how they determined the responsibility boundary. You can also hire a plumber for a second opinion. The meter is the general transition point — if the leak is after the meter, it is typically the homeowner's responsibility.
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.