Delays on water and sewer taps: city staff present data, council pushes for clearer timelines and better communication

City utility managers told council Aug. 28 that median lead time for new water and sewer tap jobs has decreased in recent years but that outliers persist and cause frustration for builders and homeowners.

Staff presented a five-year analysis pulled from the utility work-order system showing median completion times fell from about 71 days in 2022 to roughly 42 days through 2024. The presentation also showed a 90th-percentile measure (a proxy for outliers) and a snapshot of currently open work orders in 2025. Staff attributed most improvement to process changes, cross-training, and internal efficiencies; they cautioned that seasonal demand, site-readiness problems and unforeseen underground conditions can still extend some jobs.

Council members noted a specific complaint in the transcript in which an applicant had been told a tap would take about six weeks but experienced a much longer delay. Utilities and permitting staff said the city’s published application explains that lead time can be up to ten weeks, and they committed to clarifying public-facing materials and standardizing the timeline quoted to customers. Staff also recommended publishing a realistic maximum lead-time estimate to allow contractors and property owners to choose private installers where appropriate.

The council asked staff to continue tracking completion times and to return with additional audit and process-improvement proposals, including clearer communication to applicants about likely maximum wait times when work orders are opened.