Replacing lead service lines isn’t just a construction project — it’s a communication challenge.
Chris Casey of Boswell Inc shares insights from the front lines of New Jersey’s lead service line replacement work, where utilities are working to remove lead pipes under the state’s 10-year mandate.
One of the biggest lessons? Residents have questions. Lots of them.
While routine utility work might involve a handful of customer interactions each day, lead service line replacement projects can generate dozens of questions from residents — about the process, the timeline, and what the final result will look like.
Chris explains how project teams are helping utilities manage that surge in public interest by creating direct lines of communication, meeting residents in person, and hosting community Q&A sessions before construction begins.
The goal is simple: build trust, answer questions, and keep projects moving forward.
Behind the scenes, Casey and his team also work closely with utilities to review records and identify locations where lead lines may already have been replaced through past projects or emergency repairs — ensuring resources are focused where they’re needed most.
It’s a reminder that replacing lead pipes isn’t just about engineering — it’s about public engagement, coordination, and transparency.
00:00 – Managing Resident Questions During Lead Pipe Projects
00:32 – Creating Direct Communication with Residents
01:05 – Meeting Homeowners and Building Trust
01:34 – Coordinating with Utilities Before Replacement Work
02:08 – Identifying Addresses Already Upgraded
02:34 – Hosting Community Q&A Sessions Before Construction
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