MSD SEWER SERVICE POLICY

1. CALL MSD FIRST!

When an MSD customer has sewer problems, the resident should first contact MSD at 255-0061. MSD will dispatch a crew to check the main sewer. If there is a cleanout at the public right-of-way, MSD will also inspect the cleanout to determine the location of the blockage in the service line. MSD will clear the stoppage if it is in the MSD main sewer line or the portion of the service line in the public right-of-way. If the stoppage is in the private property section of the service line, District personnel will notify the owner and advise if a plumber should be called.

2. PROPERTY OWNER'S RESPONSIBILITY

The owner of the property is responsible for maintaining the entire building service line from its origin in the structure to the MSD main sewer line if there is no cleanout exposed at the public right-of-way or the edge of the MSD easement. Locating the building service line at the public right-of-way or MSD easement is also the owner's responsibility. The MSD recommends that the owner employ a licensed plumbing or licensed utility contractor to locate the building service line at the public right-of-way or at the boundary of a MSD easement. MSD has no history of the location of building service lines and cannot perform work on private property except within a public easement for a sewer line.

3. DISTRICT WILL INSTALL CLEANOUT

Once the plumber or licensed utility contractor exposes the building service line at the public right-of-way or MSD easement, MSD should be notified at 255-0061. MSD will install a clean-out at that location at no charge and assist the property owner in maintaining the portion of the building service line in the public right-of-way. All permits required for the plumber's excavation and the backfilling of the excavation are the responsibility of the property owner.

4. FLOODED BUILDINGS

If a building is flooded with sewage the property owner should notify the MSD. A Collection System Division First Responder or Supervisor will respond and take all reasonable steps to stop the flooding. The MSD Supervisor or First Responder may request permission in writing from the owner or occupant of the building, to enter the premises for the purpose of pumping out standing water, applying disinfectant and taking photographs to document the damage. MSD personnel cannot enter private property for any reason without permission from the property owner. Upon receiving written permission from the owner or occupant, the MSD will pump out standing water and apply disinfectant.

If the responsibility for the flooding is MSD's, the Supervisor will notify the owner or occupant of the procedure for filing a claim with the MSD's insurance company and will contact a subcontractor to clean the area. The occupant or owner of the building will need to make the building available to the cleaning subcontractor. If the cleaning service does not satisfactorily clean the flooded area, the owner or occupant should notify the District.

The Metropolitan Sewerage District of Buncombe County will only accept responsibility for damage from sewage flooding a building if it is a direct result of a failure of the MSD Sewer Main line. Private systems, systems with more than one building connected to a four-inch service line or plumbing problems in the building service line are not the responsibility of the Metropolitan Sewerage District. If you have questions regarding this policy or regarding a sewer problem please call 255-0061 and ask for a Supervisor to assist you.