Report a sewer blockage
If your sewer is backing up or draining slowly, report it so we can check the problem and tell you what to do next.
City crews can confirm if the issue is on your property or the city side.
On this page:
- Contact Ontario One Call first
- Contact the city
- Find out who is responsible
- Repair or replace a sewer lateral
- Request a sewer inspection
- Report sewer odours
- Fees
- Contact us
1. Contact Ontario One Call first
Before attempting to clear a blockage, contact Ontario One Call and ask for a Sewer Safety Inspection.
Call 1-800-400-2255 or visit ontarioonecall.ca.
This is a free service.
2. Report a sewer blockage
Contact us after contacting Ontario One Call.
- we will attempt to clear the blockage and advise you on next steps
- fees may apply
If you hire a plumber or try to clear the blockage yourself, you are responsible for the costs.
Report a sewer issue online
Use the online form Monday to Friday, 7 a.m. to 3:30 p.m.
Include:
- address
- where it is happening (for example, basement or main floor)
- if all drains are affected or just one
- what is happening (backup, slow draining, odour)
- photos, if possible
Call us after hours
Call 519-886-2310 after 3:30 p.m. on weekdays, weekends and holidays.
Call us anytime for urgent issues – city crews respond 24/7.
3. Who is responsible for repairs
Staff will confirm who is responsible after we check the blockage.
City responsibility
- clear normal blockages on city property at no charge
- city responsibility starts at the property line
Homeowner responsibility
The property owner is responsible for clearing a sewer blockage if:
- the blockage is on private property
- property owner misuse or neglect caused the blockage
- city crews can’t access the main sewer clean-out
4. Repair or replace your sewer lateral
If you need to repair or replace your sewer lateral on private property:
- get quotes from qualified plumbers or contractors
- confirm your property line
- check if a building permit is required
- contact the building department at 519-747-8712 or building@waterloo.ca to review your plan
Work that affects city property may need approval before it begins.
7. Fees
Fees may apply if:
- the blockage is on private property
- no one answers when crews arrive
- no blockage is found
- neglect or misuse caused the issue
- there’s no clean-out access (we don’t remove or work through toilets)
Billing details
- regular hours: weekdays from 7 a.m. to 3 p.m.
- after hours: weekday nights from 3 p.m. to 7 a.m., weekends and holidays
- all fees are subject to HST
Each fee listed is the minimum charge for a standard job. More complex work may include additional costs for time, materials, equipment or administration.
| Service | Conditions | Regular hours fee | After hours fee |
|---|---|---|---|
| Sewer line blockage removal | Minimum charge | $281.00 | $412.00 |
| Call out fee | Applies when no blockage is found, no clean-out access, or no one is home when crews arrive. | $134.00 | $268.00 |
| Camera inspection – not related to a blockage | Waived if city staff initiates the request. | $188.00 | $188.00 |
| Flushing private main |
Minimum charge Applies to larger sewer lines, like those in townhouse complexes or plazas. |
$420.00 | $636.00 |
Contact us
Contact our utilities team with questions about sewer blockages or repairs:
- call 519-886-2310
- email utilities@waterloo.ca – we check email Monday to Friday, 7:30 a.m. to 4:30 p.m.
After-hours calls are handled by the on-call team.