Frozen or Burst Pipes in Kent & Sussex County, Delaware: What to Do and Who Pays
How to thaw a frozen pipe safely, what to do the moment a pipe bursts, who pays for frozen lines and meters with Delaware water utilities, and how to keep it from happening.
Updated 2026-10-25. First State Home Link is a free referral service operated by Doorstep Digital (Milford, Delaware). We are not a contractor and do not perform any work ourselves. We connect homeowners in Sussex and Kent counties with independent local service providers, who set their own prices and are responsible for their own work. We are not affiliated with any water utility; confirm details with yours directly.
Quick answer
If a pipe bursts, shut off the water at your main valve first, then call a plumber. If a pipe is only frozen, keep the faucet open and warm the pipe with a hair dryer, heating pad, or hot towels, never an open flame. Pipes and service lines on your side of the meter are your responsibility, and so is a meter damaged by freezing for Tidewater Utilities customers, so it pays to protect them before a cold snap.
Before the next cold snap
- Find your main shut-off valve, tag it, and make sure everyone in the house can turn it off.
- Insulate pipes in crawl spaces, garages, attics and along outside walls with pipe sleeves, or UL-listed heat tape installed per the instructions.
- Seal drafts near pipes. Manufactured home owners should check the skirting for gaps that let cold air under the home, as Tidewater Utilities recommends.
- Shield the water meter from drafts and keep the meter pit clear so the utility can reach it.
- Drain and store hoses, and shut off and drain outdoor faucets and sprinkler lines.
- In severe cold, open sink cabinets on outside walls and let a pencil-thin stream of cold water run.
When to call a plumber
Call if you can't find or reach the frozen section, if a pipe has split, if water is leaking inside a wall or ceiling, or if you have no water and your utility says the problem is on your side. A pipe that was frozen may already be cracked, so watch for leaks when the water starts flowing again. Delaware requires plumbers to be licensed; check their license before work starts. To get connected with a local plumber, see our plumbing page. If the pipes froze because the heat went out, see heating help and our guide to heating bill assistance.
Sources: American Red Cross: Preventing and thawing frozen pipes, Artesian Water: Winterize your pipes, Artesian Water: Emergencies and shut-off valves, Tidewater Utilities tariff (P.S.C. Del. No. 6), Cape Gazette: Tidewater Utilities freeze tips.
Common questions
How do I know if a pipe is frozen?
If you turn on a faucet in cold weather and only a trickle comes out, suspect a frozen pipe. The Red Cross says the likeliest spots are pipes against exterior walls and where the water service enters the house through the foundation. In many Kent and Sussex homes that also means crawl spaces, garages and the space under manufactured homes.
How do I thaw a frozen pipe safely?
Keep the faucet open, then warm the frozen section with an electric heating pad, a hair dryer, a space heater kept away from anything flammable, or towels soaked in hot water. Keep going until full water pressure is back. Never use a torch, kerosene or propane heater, charcoal stove or any open flame. If you can't find or reach the frozen spot, call a licensed plumber.
What should I do first if a pipe bursts?
Shut off the water at your main shut-off valve right away, usually where the water line enters the house. If water is near outlets, cords or the electric panel, stay out of the water and turn off power only if you can reach the panel safely. Then call a plumber, and photograph the damage for your insurance company.
Who pays if my pipes or water meter freeze?
Usually you do. Tidewater Utilities' tariff filed with the Delaware Public Service Commission says customers maintain their own service lines and fixtures, that meter damage due to freezing is paid for by the customer, and it lists a $38.63 service call ($57.94 after hours) for frozen service lines or leaks that are the customer's responsibility. Artesian Water warns that a frozen meter can cost you money to replace. Town water systems, such as Dover's and Milford's, set their own rules, so check with your town utility.
Who do I call if I have no water?
First check that your main valve is open and look for a wet spot in the yard. Artesian Water customers can report no water, low pressure or a main break 24 hours a day at 302-453-6971. Tidewater Utilities and town water customers should call their own utility. A leak or frozen pipe on your side of the meter is a job for a plumber.
Should I let my faucets drip?
During severe or extended cold, yes, for faucets on pipes that run through unheated spaces. Artesian Water suggests a trickle of cold water about the size of a pencil point from the highest faucet in the house if you've had frozen pipes before. The water costs much less than a burst pipe.
What thermostat setting keeps pipes from freezing when I'm away?
The Red Cross and Artesian Water both say not to set it below 55°F. Artesian also suggests shutting off the water at the main valve before you leave the house unattended in cold weather. Keep the same temperature day and night during a cold snap instead of turning it down overnight.
How do I winterize outdoor faucets and sprinklers?
Disconnect and drain garden hoses and store them inside. Close the indoor shut-off valve that feeds each outside faucet, then open the outside faucet so the line drains, and leave it open. Drain irrigation and sprinkler lines before the first freeze, following the installer's directions.