Customer Participation in Lead Service Line Replacement

Many water systems are developing programs to identify and replace the 6-10 million lead service lines (LSLs) estimated to supply drinking water to homes in the United States. This study investigates factors affecting customer participation in a voluntary LSL inspection and replacement program. Using individual account data from a large public water system, we examined the characteristics of properties and neighborhoods more likely to have LSLs and to participate in the program. We also used quasi-experimental and experimental methods to evaluate the causal impacts on LSL program registration, inspection, and replacement of two programs that offered subsidies to certain residents that covered the homeowner costs of replacement. LSLs were more prevalent in the urban area of the water system, which had a higher concentration of older housing stock, Black and Hispanic residents, renters, and poverty than the suburban portions of the service area where LSLs were less common. We found that renter-occupied and lower-valued properties were less likely to participate in the LSL replacement program, and properties receiving more outreach letters were more likely to participate. Results from the two program evaluations suggest that subsidies to cover homeowner LSL costs can significantly boost participation, but only when the programs are well publicized and easy to access. Even then, there was still significant non-participation among properties with confirmed LSLs.