Population Size: 2.9 million
Number of LSLs: 60,000-64,000
Program Start Date: 2020
Timeline to Replace: 15 years
Denver Water is a national model for lead service line replacement and has one of the most comprehensive programs in the country, designed to replace all lead service lines in Denver Water’s service area—an estimated 60,000 to 64,000 lines—over the course of 15 years at no direct cost to homeowners. A key factor in this success is their robust community engagement efforts, which involves proactive communication with residents, collaboration with local organizations, and educational initiatives. By prioritizing transparency and public involvement, Denver Water has replaced 29,483 of its LSLs as of November 2024.
Denver Water’s success is deeply tied to its community outreach efforts, which includes communication and outreach plans for every phase of replacement. Denver Water regularly connects with the public through online community meetings (like a call in radio show), provides status updates of replacements via an online dashboard, and hosts both a public inventory of lead service lines and a map that details the schedule of replacements. By being transparent about the challenges and successes of the program, they have been able to gain and maintain the public’s trust.
Key highlights of Denver Water’s efforts to engage the community include:
- Proactive Community Engagement and Partnerships with Local Organizations: Denver Water’s Ambassador Program partners with trusted community groups such as CREA Results and the Center for African American Health, as well as schools and health agencies to increase awareness and education. Denver Water’s Community Partner Program includes grass roots organizations, community health clinics, daycares/child care associations, social service programs for women and families, and many more. These organizations are able to meet people where they are, providing culturally relevant information that aligns with the needs and experiences of the community. These efforts aim to reduce barriers that could prevent community members from participating in the program, and increase awareness, education, and engagement, especially in disproportionately impacted neighborhoods.
- Outreach and communication: Denver Water uses numerous communication strategies in multiple languages. Denver Water’s previous partnership with iNOW has allowed them to expand their outreach by including educational materials in Arabic, French, Nepali, Somali and Amharic. Denver Water and community partners incorporate a various of outreach tactics: direct contact with homeowners and residents in neighborhoods (door-to-door), letters, email newsletters, phone calls, fact sheets, FAQs, traditional media, and social media platforms (Facebook, X, YouTube, and Nextdoor), as well as in-person events.
- Public Meetings and Stakeholder Advisory Committee: Denver Water hosts virtual community meetings that operate like a radio call-in show to provide updates, answer questions, gather feedback from residents, and provide information on replacements, such as what to expect before, during, and after replacement, as well as information on filters, progress, and the other program details. There are several types of meetings held multiple times throughout the year – construction preparedness, getting the most out of your water pitcher and filter and an annual program overview meeting. Community members scheduled to have their lead service line replaced are invited and encouraged to attend these meetings. Meetings are recorded and posted online to ensure community members can stay engaged, and aware even if they cannot attend. See a list of recently recorded meetings here.
- Providing Free Water Pitchers and Filter Replacements: In addition to replacing lead lines, Denver Water provides affected households with water filters that are certified to remove lead from drinking water. These filters are given free of charge and are intended to be used until 6 months after the lead service line has been replaced. The Filter Program is used to regularly engage with customers who are likely to have a lead service line. Customers enrolled in the program are contacted about public meetings, provided educational materials on a regular basis including information on how to use filters.
- Collaboration with Regulatory and Government Agencies: Denver Water worked closely with the EPA and Colorado Department of Public Health and the Environment (CDPHE) to develop its Lead Reduction Program. They also meet regularly with the Denver Mayor’s office and Denver City Council to ensure the program meets federal and state regulations while addressing the unique needs of Denver’s residents.
Denver Water’s comprehensive and collaborative approach, combined with a focus on community engagement, sets it apart as a leader in the effort to replace lead service lines across the U.S. Their success serves as a model for other cities tackling this public health issue.
Note: Denver Water is overseen by a five-member, nonpolitical Board of Water Commissioners, per the city charter approved by Denver voters in 1918. The commissioners are appointed by Denver’s mayor to staggered six-year terms and are charged with ensuring a continuous supply of water to the people of Denver and Denver Water’s suburban customers.