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NLC Service Line
Warranty Program
ADMINISTERED BY
UTILITY SERVICE PARTNERS, INC.
utility
AL Service
Partners.Inc.
a HomeServe Company
NATIONA
LEAGUE
N LC
OF
CITIES STRONG TOGETHER NLC Service Line Warranty
offer this program?
Because aging infrastructure impacts
private lines, too.
Nationwide a water main breaks every two minutes. The same
elements that cause those failures also exist on your residents' private
lines: age of lines, deteriorating pipe material, freezing and thawing,
ground shifting.*
This program provides an optional — proactive — solution to a
problem that is bound to strike your residents at some point in time.
Homeowners believe service line repairs are the
city's responsibility.
When private service lines break or leak, many homeowners call the
city first and are often surprised — and frustrated — to learn that the
city can't help.
Educational marketing about homeowners' responsibility for service
lines is a key component of the program.
An unexpected repair expense can be hard on a
budget — and peace of mind.
Studies show that most Americans do not have enough savings to
cover an emergency repair cost that could be from hundreds to as
much as $3,500 or more. In addition, many can be overwhelmed by
having to find a trustworthy contractor.
The program provides affordable repair plans backed by vetted,
local-area contractors, keeping dollars in the local economy.
Administered by
*2016 survey conducted by NATIONAL utility
the Associated Press-NOPC �� LEAGUE
Center for Public Affairs Service
OF CITIES �, Partner,.lni.
Research CITIES STRONG TOGETHER a HomeServe Company
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NATIONA
LEAGUE
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CITIES STRONG TOGETHER
to partner with the
NLC Service Line Warranty Program?
At no cost to the city, the Program offers affordable protection
for in-home plumbing and external water and sewer lines that
III will cover the cost of repairing leaks, breaks and clogs.
The program features generous coverage amounts, and there is
never a service fee or deductible. There are no annual or lifetime
limits — just peace of mind for the homeowner.
Contractors dispatched to the homeowner's residence undergo
' a rigorous background check before being accepted into
the network.
Contractors are local to the community to help keep money in the
local economy.
The NLC Service Line Warranty Program is adminstered
by Utility Service Partners (USP), a HomeServe Company
A' Maintained a customer satisfaction rating of greater than
98% for more than a decade.
9 Of 10 surveyed customers have recommended the
program to friends, family and neighbors.
Over 97% of submitted claims are approved.
We served over 1.2 million customers who
needed repairs in just the last 3 years.
Partnered with Over 5500 municipalities and utilities
across North America.
Administered by
BBB Torch Award for NATIONAL Utl��t
Marketplace Ethics NLC
LEAGUE Service
_ Trust Performance Integrity OF CITIES
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NLC Service Line Warranty Program Highlights
■ The only utility line warranty program endorsed by the National League of Cities (NLC)
■ Endorsed by multiple state leagues
■ Over 500 municipalities and utilities participating nationwide
M
■ No cost to or liability for the city to participate
•
■ Ongoing revenue stream for city •
■ Educates homeowners about their lateral line responsibilities
■ Utility Service Partners (USP) handles all marketing and management of the program
■ 24/7/365 bilingual customer service
■ All repairs performed to city code by local, licensed contractors
■ Reduces calls from residents to City Hall for lateral water and sewer line issues
■ Homeowner billed by NLC Service Line Warranty Program
■ Provides residents an affordable solution that covers cost of repairs to water and
sewer lines for which the homeowner is responsible
■ No public funds are used in the marketing, distribution or administration of the
NLC Service Line Warranty Program
■ The NLC Service Line Warranty Program must be supported by the city into which
it is being introduced before any warranty offer letters are mailed to homeowners
in the community
PARTICIPATING CITIES (SAMPLE OF OVER 500)
Phoenix, AZ Ottawa, KS Independence, MO
Tucson, AZ Elsmere, KY Las Vegas, NV
San Diego, CA Baltimore, MD Dayton, OH
Ft. Lauderdale, FL Beverly Hills, MI Tulsa, OK
NLC SERVICE LINE WARRANTY PROGRAM BENEFITS
CITY RESIDENTS
Provides non-tax revenue stream without Affordable utility line repair solution for
any investment families on a budget
Reduces calls to City/Public Works when a Educates homeowners about their service
homeowner's line fails line responsibilities
Contractors undergo rigorous vetting Prevents aggravation of having to find a
process to ensure quality service reliable, reputable plumber
E Reduces costs associated with sending Peace of mind - with one toll-free call a
Public Works to residents' homes to assess reputable plumber is dispatched
i lateral line issues
p Keeps money in the homeowner's pocket;
Keeps money in the local economy by using without warranty, repairs cost from
a contractors in the metro area hundreds to thousands of dollars
Contractors must be current with insurance No service fees or deductibles and no
and required licenses paperwork or forms to complete
i
ACCOLADES & ACCOMPLISHMENTS
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i BBB Torch Award for 0 Accredited Better Business Bureau member
n, Marketplace Ethics with A+ rating for nearly a decade
Trust • Performance • Integrity
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But° ■ 2013 Western Pennsylvania Better
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J Business Bureau Torch Award winner for
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■ The only utility line warranty program endorsed by the National League of Cities
■ More than 97% of all submitted claims are approved
■ A customer satisfaction rating of 98%
■ 9 of 10 customers surveyed have recommended the program to friends, family
and neighbors
Learn more about the program at www.utilitysp.net or call 1-866-974-4801.
CO L_18_0430_N SE B
According • recent customersurvey
More than 97%
of our customers felt better prepared
for . water or sewer line emergency
with the • • •
More than 90%
of our •
program because of the partnership
w'th their city.
Nearly 70%
of our •mers felt they could not
afford . water or e• .
without • • •
"Thanks to the city for
informing me of this type of „, "I don't know why
warranty. Just a phone call I ve never had a service eve cit in the U.S.
and the roblem was taken "I am one of fhe city council go so quick and easy. n' y
p people who voted in favor of All those I dealt with were wouldn't offer this
care of quickly." the ro ram and have used protection to its
- Alan N. p g warm and friendly.
it myself to good result." citizens."
Hutchinson, KS - Sheila H.
- Chris V. Dayton,OH - Dean S.
St.Clair Shores, MI Marshalltown, IA
NATIONALUtility
NLC
LEAGUE Service
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BBBCITIES STRONG TOGETHER a HomeServe Company
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What We Do
The NLC Service Line Warranty Program offers
affordably priced emergency repair/replacement plans
to address aging private sewer and water infrastructure.
Customers call to receive prompt emergency repairs
provided by local, licensed and insured contractors.
QWater Line
Mr, ® Sewer Line
® Interior Plumbing
a
Benefits to Homeowners
Many homeowners are not aware of their responsibility for their service lines until they
have a repair emergency. When they call the city, they often find that they are faced
with a costly repair and that the city can't help them. Over the past three years, we have
performed over 1.2 million repairs, saving our customers over $394 million!
Convenience
24/7/365 claims hotline, including holidays Over 500
• No need to search for a qualified contractor in
an emergency partners across North
Peace of Mind/Trust America participate
• Fully vetted, licensed and insured local contractors in the program!
• Covered repairs guaranteed for one year
Financial Protection
• No deductibles or trip fees
• Affordably priced coverage
• 30-day money-back guarantee with ability to - A_
cancel at any time
Administered by
For more Information Contact. NATIONAL Vcity
LEAGUE
1-866-974-4801 or NLCOF CITIES Service
partnerships@utilitysp.netRII""'�.II".
CITIES STRONG TOGETHER
a HomeServe Company
Benefits to the City
The NLC Service Line Warranty Program is administered by Utility Service Partners, a
HomeServe company, and offers offers comprehensive programs that provide these
important benefits:
Customer Education
® Increasing homeowner awareness of their responsibility
reduces calls to the city/utility and customer dissatisfaction
with the city for not offering a solution
s The program is offered at no cost to the city
• Use of city logo promotes trust
Customer Satisfaction
• 98% customer satisfaction rating
• 9 out of 10 customers surveyed would recommend the
program to friends, family and neighbors
• More than 90% of customers trust the program because
of the partnership with the city
Funding for Key Initiatives
� Many partners participate in a share of the revenue often
utilized for:
• Low-income assistance and affordability programs
• Conservation initiatives
• Offsetting rate increases
• Infrastructure improvement projects
I was glad I had the warranty I am thankful this service was
because it saved me from paying offered to homeowners. It made
for a costly sewer line repair a bad situation completely trouble-
free. Thanks for everything.
Cynthia T. J. Talbert
Kansas City, MO Albemarle, INC
Administered by
For more Information Contact: NATIONAL l�lt1-866-974-480 Or N C LEAGUEerv�/iOF CITIES VSt
partnerships@utiliCITIES STRONG TOGETHER
tysp.net Ai, P�tners,in�.
a HomeServe Company
COL-18-0501-NPO
West Region
"City chose an excellent service provider. Very thorough!"
- Stuart G.,Tucson,AZ
"I have recommended your program to many, many people!"
- Carlin L., San Diego, CA
"Everyone should have this service. I am totally happy."
- Janet H., Cody,V Y
"I am very impressed with this program. I am on a limited income and this has
been a tremendous help to me."
- Gayle M., Daly City, CA
"You have mastered the lost art of customer service. Keep up the good work."
-Jolynn IC., Lawton, OK j
"This warranty and your wonderful service was a godsend to us. We are retired !
and would have had a difficult time paying the cost for these repairs. Thank you I
very much."
- James L., Northglenn, CO
I
"You have shown very much concern and attention to the urgent needs of your I
customers and satisfactory service."
- Pablo C., San Diego, CA
"I already told a neighbor how easy and wonderful your service is and he signed
up. North Las Vegas did an outstanding job partnering with you. You did an
outstanding job fixing our leak. You have a longtime customer."
- Nancy S.,Las Vegas, NV
"I was pleasantly surprised with how quick and easy my sewer problem was
taken care of. I couldn't have received better or quicker service. Every time
the subject comes up, I tell people about what a great deal the insurance is."
-Ed A., Rock Springs,VTY
"Everyone should have it. It is a smart investment."
—Janette M., Green River,WY
For more information contact:
1-866-974-4801 or partnerships@utilitysp.net
Administered by
TorchBBB • NATIONAL
Marketplace Ethics NLC
LEAGUE Utility
OF CITIES Service
2013 Wi- A6
BBB.
- CITIES STRONG TOGETHER
a HomeServe Company
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NLC Service Line Warranty Program
City Testimonials
"One of the significant selling points for the City Council and staff was the
National League of Cities endorsement. 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 who send letters that give the
appearance of coming from the city. 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."
John Deardoff, City Manager, Hutchinson, ICS
"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. The
organization's exemplary record of customer service and transparency is
what has driven the success of this partnership over the years."
Clarence Anthony,Executive Director, National League of Cities
"The Service Line Warranty Program helps both Phoenix residents and the city
government. Revenue from the program goes to core city services like police,
fire, parks, libraries and senior centers."
Jon Brodsky,Program Manager, Fit Phoenix
&former Public Information Officer,Phoenix,AZ
"We have had a great experience with them. They have protected a lot of our
customers from huge repair bills. They have been timely in repairing lines for
our customers."
John Manchester,Mayor, Lewiston,WV
"The response to the program by the Rock Falls residents has been tremendous.
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."
Robbin Blacken,City Administrator,Rock Falls,IL
Administered by
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The program is offered at no cost to
municipalities and utilities. Join us and
enjoy these program features:
' The only utility line warranty program
endorsed by National League of Cities
T
Educates homeowners about their service BBB
line responsibilities
' Service from licensed, local contractors
keeps dollars in the local economy • • - •
' Low claim denial rates - more than 97% •_
of all claims are typically approved •
More than 97% of our customers felt better
prepared for a service line emergency
Timely repairs that help conserve water and _ • -
reduce ground pollution
Utility Service Partners, Inc. National League of Cities
Administered by
�I'ty NATIONAL
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LEAGUE
& CITIES
a HomeServe Company CITIES STRONG TOGETHER
USP's family of companies has The National League of Cities is
been providing utility service line dedicated to helping city leaders
warranty products since 2003. build better communities, and
USP, a HomeServe company, is a serves as a resource and advocate
BBB Accredited Business with an for 19,000 cities, towns and villages,
A+ rating and enjoys a customer representing more than 218 million
satisfaction rating of over 98%. Americans.
DifferenceMake a •
To learn more about the NLC Service Line Warranty Program, visit
NLC's website at www.nic.org or contact USP at 1-866-974-4801.
www.utilitysp.net � partnershi s utilit s .net � 1-866-974-4801
COL_18_0501_NPBB