Learn How the NLC Service Line Warranty Program Can Work for Your City

By: Bill Eller January 3, 2019

Utility Service Partners, a HomeServe company, in cooperation with the National League of Cities, the nation’s oldest and largest organization representing America’s municipalities, is offering the NLC Service Line Warranty Program.

family_in_park-1The NLC advocates for more than 19,000 cities, towns and villages, representing over 218 million Americans. The league offers seven Savings and Solutions Programs through partnerships such as the one with Utility Service Partners, thoroughly vetting the programs offered to their members to ensure customer satisfaction. The NLC Service Line Warranty Program launched in 2010 and more than 500 cities are participating. Since the program’s inception, the program has performed over 114,000 repairs, saving customers in excess of $64 million.

“The National League of Cities is proud to partner with Utility Service Partners because we’ve found it to be the most reputable and reliable program,” Clarence Anthony, NLC executive director, said. “The organization's exemplary record of customer service and transparency is what has driven the success of this partnership over the years.”

The program educates residents in partner cities about their responsibility to maintain their water and sewer lines. Nearly 60 percent of homeowners queried in the HomeServe biannual State of the Home survey weren’t aware that they were responsible for their service lines, thought their local utility provider was responsible or wrongly believed their homeowners insurance would cover it. The survey also found that more than 90 percent of respondents thought their utility provider should educate them about their responsibility to maintain the lines. 

The program offers water and sewer service line and interior plumbing repair service plans for interested residents. Unlike many similar programs, the NLC Service Line Warranty Program will cover the expense of repairs with no deductibles, service fees or lifetime or annual coverage caps. There is no long-term commitment to the program and residents may drop the coverage at any time. Billing is done monthly or yearly, and if a customer decides to cancel after making an annual payment, a prompt refund of any remaining funds will be sent to the customer.

Additional results of the survey revealed that 59 percent of respondents had a home repair emergency in the last year; 56 percent have only $1,000 or less set aside for home repairs and 44 percent have had a difficult time finding a reputable contractor. NLC Service Line Warranty network contractors are fully vetted, having passed background and drug tests, and are licensed and insured. Because network contractors are local, they are familiar with local code and support the local economy. Customers have a 98 percent post-service satisfaction rating with network contractors, and nine out of ten have recommended the program to others.

“The response to the program from Rock Falls residents has been tremendous,” Robbin Blackert, Rock Falls, Illinois, city administrator, said. “Many of our homeowners contacted their insurance agent when they received the program offer in the mail and were shocked to find out that they were not covered by their homeowner’s policy for repair [or] replacement of their water and sewer lines. Our program is in its [sixth] year and the participation is still growing. We are very pleased that we can offer the Service Line Warranty Program to our residents of the City of Rock Falls.”

Of program participants surveyed, 97 percent felt better prepared for a water or sewer emergency, and nearly 70 percent didn’t think they could afford a repair without the assistance of the program.

There is no cost to partner cities to participate in the program, and all marketing, promotional and other expenses for this program are provided to the city at no cost. More than 90 percent of program participants expressed a greater trust in the NLC Service Line Warranty Program because of the partnership with the city.

“One of the significant selling points for the City Council and staff was the National League of Cities endorsement,” John Deardoff, Hutchinson, Kansas, city manager, said. “NLC did the homework and vetted the program before endorsing it for its member cities. I believe the letter from the City provided a trust factor that is not present through direct solicitation to residents from other warranty companies So far the USP/NLC Program has delivered what they said they would to the City of Hutchinson. I would be happy to visit with anyone about the program and our experience here in Hutchinson.”

Residents can contact the NLC Service Line Warranty Program’s Stevie Award-winning call centers 24 hours a day, every day of the year and a local network contractor will be dispatched.

To find out more about offering security to your residents, please contact us.