City Update: Misleading Letters About Lead & Copper Pipes
We want to take a moment to clarify information some Winter Haven residents have recently received regarding lead and galvanized water service lines.
Over the past several days, the City has heard from residents who received third-party mailers that appear urgent and suggest residents must take immediate action related to lead or copper pipes on their property. These letters did not come from the City of Winter Haven.
Here’s what residents should know:
This letter is not an official notice from the City.
Receiving a third-party letter does not mean you are out of compliance, or at risk of being out of compliance, with any City, state, or federal requirement.
What the City is required to do:
Under the EPA’s Revised Lead and Copper Rule, water utilities nationwide—including Winter Haven—are required to maintain a systemwide inventory of service line materials and to send annual informational notices to properties where service line materials are still listed as unknown, or where lead or galvanized components remain part of that inventory. These notices are informational, not enforcement actions.
Unknown does not mean lead.
Many properties are labeled “unknown” simply because field verification has not yet occurred. In most cases, lead is not present.
Where to find accurate, up-to-date information:
The City maintains an interactive map on our website showing the most current information from our ongoing service line inventory, including areas that have been verified and those still pending field confirmation. This page also outlines the Lead & Copper program in details, including common questions and answers. You can find that information here: https://www.mywinterhaven.com/499/Lead-Service-Line-Replacement-Program
How the City contacts residents when action is actually needed:
If City crews verify that a lead service line is present, the City will notify the property owner directly. These communications:
Come on City letterhead
Include Water Department branding
Clearly explain work completed on the City-owned side of the line
Outline options, resources, and next steps for the private-property side when applicable
City communications do not threaten enforcement, demand immediate action, speak to timelines or discounts, or warn residents that they are “non-compliant.”
A quick reminder
If you receive a notice that feels urgent, pressures you to act quickly, or raises concerns, we encourage you to pause and verify the information directly with the City before taking action.
We’re committed to transparency, accuracy, and keeping residents informed—without unnecessary alarm. If you have questions or want help confirming information, our team is here to help. Please give us a call at 863-291-5678. Customer Service Representatives are available via phone Monday - Friday, 8:00 a.m. - 5:00 p.m.