Home > Appliance Programs > Natural Gas Regulator Replacement Program

For residential and small commercial customers starting in early May, Kitchener Utilities will continue to replace all of its natural gas regulators that were installed prior to 1992. Any regulator installed after 1992 does not need to be replaced. The gas regulators are located on the outside of a building near the gas meter and act to control the flow of natural gas into the building.

This program is all about preventative maintenance. Kitchener Utilities is taking this step to ensure you continue to receive dependable and safe natural gas service. Over the next 18 months, we are working to replace 25,000 regulators, giving priority to the older regulators. Kitchener Utilities has hired Lakeside Gas Services, a qualified contractor, to do the work. The program will be paid for out of Kitchener Utilities income and will not affect your current natural gas rates.

Click below for the information that most interests you, or scroll down for a complete overview of the program:

1. How will I know if my home’s or business’s regulator needs to be replaced?
2. How will the replacement be scheduled?
3. How long will gas be shut off?
4. What if a problem is found with a natural gas appliance or piping?
5. Do I have to be home when my regulator is being replaced?
6. Do I have to pay for the new regulator?
7. Who do I contact with any questions?

1. How will I know if my home’s or business’s regulator needs to be replaced?
Kitchener Utilities will send a letter of notification to customers requiring a replacement.

2. How will the replacement be scheduled?
Customers in single family homes will be asked to contact Lakeside to schedule their regulator replacement at a time suitable for them, during the day, in the evening, or on a weekend. For commercial customers and customers living in a complex, Lakeside will try to arrange a mutually agreeable appointment to do the regulator exchange. We are attempting to contact all customers in complexes, but in some cases customers may be missed in the communication process (e.g., by being unavailable or moving). Customers who are missed in the communication process and find their gas shut off will be left instructions how to contact Lakeside, and their gas will be reconnected within two hours. We will make every effort to inform our customers of the work and avoid gas shut-offs whenever possible.

3. How long will gas be shut off?
In order to replace the regulator, the contractor will need to shut off the supply of natural gas into the customer’s home for a short period (approximately one hour) while the work is being completed. Once the regulator has been replaced, the contractor will require access to the customer’s house to ensure all of the natural gas appliances are working safely and properly. By law, and as a matter of safety, this inspection must be completed before returning gas service to the home.

4. What if a problem is found with a natural gas appliance or piping?
If, during the inspection, a problem is found with a natural gas appliance or piping, the customer will receive an ‘Infraction Report’ outlining the issue and providing a list of authorized dealers who can make the necessary repairs. In most cases, the customer will be given 90 days to make the necessary repairs. In some rare cases where the inspector finds an appliance that poses an immediate safety hazard to the home and to the surrounding neighborhood, gas supply may not be returned to the house until the problem is corrected.

5. Do I have to be home when my regulator is being replaced?
You do not need to be home while the regulator is being replaced, but once your regulator has been replaced, workers will need access to the inside of your house. You can either arrange to allow the workers to gain access to your house at the time of regulator replacement or to restore your natural gas service later when you are at home. To help accommodate your schedule, Lakeside Gas Services employees are available during the day, in the evening, or on weekends.

6. Do I have to pay for the new regulator?
No, Kitchener Utilities will pay for the replacement of your gas regulator. The program is being funded as a capital project of the Utility and will not affect your natural gas rates. However, please keep in mind that as part of the process, by law, we must do an inspection of your natural gas appliances. If our inspectors find a safety violation on one or more of your natural gas appliances, it is the responsibility of the homeowner to repair the appliance to meet the safety code.

7. Who do I contact with any questions?
If you have any questions regarding our Regulator Replacement program, please contact us at 519-741-2529, email us at utilities@kitchener.ca, or phone Lakeside Gas Services directly at 1-888-766-6635.