City of Rochester launches investigation after major Culver Road water main break causes flooding and service outages

Rochester, New York – The City of Rochester is looking into what caused a delayed response to a major water main break that occurred early Tuesday morning, November 11, near the intersection of Culver Road and Meredith Street. The rupture, which involved a 113-year-old eight-inch residential water main, released an estimated two million gallons of water before it was contained later that morning.

According to city officials, reports of the break began coming in around 2:30 a.m., but repair crews did not arrive on scene until approximately 5:45 a.m. City leadership has since confirmed that they are reviewing the sequence of events to understand why the response was delayed and to determine what procedural or staffing issues may have contributed.

“Based upon information currently available to the City, 36 customers were without water, and approximately 10 residents experienced basement flooding,” officials stated.

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The City emphasized that Rochester, like many older urban areas, faces the constant challenge of maintaining and repairing aging infrastructure. Many of the city’s underground water lines date back to the early 20th century, which increases the likelihood of such breaks occurring, especially during temperature shifts and high water pressure fluctuations.

“We anticipate water main breaks will occur, and therefore have established policies and procedures designed to ensure timely responses to all water main breaks at all times. Those procedures do not change because of holidays,” the City explained in its official update.

The broken main was fully contained by 8:20 a.m., and water service was restored to affected customers by 6:30 p.m. the same day. The Rochester Fire Department was also dispatched to assist homeowners with flooded basements, pumping out large amounts of water that had seeped in during the early morning hours.

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City crews have since begun work to repair the road surface damaged by the water flow. Officials said roadwork is expected to continue through Thursday, and motorists are being asked to follow all posted detour signs and flaggers in the area.

Residents impacted by the flooding are being encouraged to file claims with their insurance companies first. If individuals believe the City may be responsible for the damages, they can submit a formal claim form found on the City’s website at www.cityofrochester.gov/Law. In line with state law, such claims must be notarized and delivered either in person or through certified mail.

City administrators have acknowledged the frustration of residents who were left without water for hours and are committed to reviewing what went wrong in the early stages of the response. Officials added that an internal review is already underway to ensure similar incidents are handled more efficiently in the future.

While water main breaks are not uncommon in Rochester, the scale of this one — coupled with the reported response delay — has drawn attention from both residents and city leadership. With infrastructure more than a century old, the City continues to balance the challenge of maintenance, rapid response, and modernization.

As the investigation continues, crews remain on site repairing the affected roadway and monitoring nearby water lines to prevent further issues. City officials assured the public that they are committed to maintaining transparency throughout the review process and reinforcing procedures that ensure faster, more effective responses in future emergencies.