©2021 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
Service Line Warranty Program Launch – July 10, 2024
City of Rialto – Partnership Overview
Service Line Warranty Program
©2021 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
Products Offered to Rialto’s Residents
What’s Covered:
• Repair or replacement, due to normal wear and
tear, of a permanently blocked, leaking, or low-
pressure line that provides fresh water to the home
from the utility responsibility
• Coverage from the water meter/curb box to the
main shut-off valve
Water Service Line
Sewer Septic Line
What’s Covered:
• Repair or replacement of a leaking or permanently
blocked sewer or septic service line from the external
wall of your home to the sewer main.
• The plan includes all service call charges, labor and materials for covered repairs within the benefit limits.
What’s Covered:
• Repair or replacement of a blocked or
leaking interior plumbing & drainage system
that is damaged due to normal wear and
tear.
• Blocked drains, leaking, unblocking an
overflowing toilet or sink due to clogged
drains,
Interior Plumbing & Drainage
©2021 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
City of Rialto & SLWA Partnership Overview
Launched April 2018
368
Customers
are covered for an
emergency repair
745
Coverage contracts
are maintained
323
Covered repairs
completed
$191k+
Customer savings for
emergency repairs
4.8/5
Customer satisfaction
rating
2.02 Contracts per
Customer
©2021 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
Service Plan Breakdown
Products & Enrollment Channels
Products
• Water Service Line: 42% - totaling 314 service plans
• Sewer/Septic Line: 45% - totaling 333 service plans
• Interior Plumbing & Drainage: 13% - totaling 98 service plans Enrollment Channels
• Direct Mail: 57% - totaling 421 service plans
• Phone: 23% - totaling 173 service plans
• Web: 20% - totaling 151 service plans
Total
Service
Plans:
745
©2021 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
5 Partnership Communications: SLWA Website Integration
Website Integration:
o SLWA Content added to City of Rialto’s
website.
o Would include information regarding our
program and the products that are
available to your customers.
o Validates the relationship between us and
the City.
©2021 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
6 Partnership Communications: Media Integration
Newspaper or Newsletter Print Ad:
o As part of the general awareness campaign,
print type ads can be placed in local
publications that serve the community.
o This can give customers a heads up on
upcoming mailings and what they can
expect.
Twitter, Facebook, Instagram:
o Educating homeowners about their service
line responsibilities, and make them aware
of the optional protection SLWA offers for
the water and sewer service lines that
connect their homes to the utility systems.
©2021 HomeServe USA Corp. PROPRIETARY AND CONFIDENTIAL
7 Partnership Next Steps: Renewal Agreement
o Sign Renewal Agreement for an additional
three, 1 year terms – effective date will be
April 2024.
o City of Rialto and SLWA to work together on
media communications to residents of
our program.
o Direct Mail: SLWA to market program to
residents up to 3 mailings per year. Each
mailing will consist of:
• Outer Envelope with City Logo
• Lift Note – “A message from the City”
• Offer Letter to Enroll
Thank you for your
partnership
8 Tanya Williams
City Manager__________