Utility crisis preparedness

Crisis Holding Statement Templates for Water and Wastewater Utilities

Practical holding-statement guidance for water and wastewater utilities: what to say now, what to verify, who to notify, and when to update.

The short answer

A holding statement is not a polished press release written to make an incident disappear. It is a disciplined first message that gives people the verified action, the official source, and the next update time while operations, counsel, and regulators continue their work.

The useful question is not ‘What is the perfect statement?’ It is ‘What can this utility say responsibly right now—and what decision, fact, or approval has to be in place before the next update?’

Step 1

Build the statement around the action people need to take

In a water-quality or service event, customers first need to know whether the situation affects them, what they should do, where they can see the official information, and when they will hear next. Start with that decision path—not a technical explanation of the event.

A clear first statement can acknowledge uncertainty without sounding evasive. State what is known, what the utility is doing, what action has been approved, and what information will determine the next update.

Step 2

Treat the approval path as part of the template

The template is only useful if the people who must verify and approve it can work at the speed of the incident. Establish in advance what the communications lead can publish from verified facts, what needs operational confirmation, when legal review is required, and who resolves a disagreement when time is short.

Do not make the utility wait for a complete cause analysis before issuing basic protective guidance. But do not guess at health implications, fault, scope, restoration time, or liability. The template should make the distinction visible.

Step 3

Update the record before the information vacuum fills itself

An initial statement creates a public promise: the utility has named an official source and a next update time. Meet that promise even when the material facts have not changed. A short verified update is more credible than silence while people look elsewhere for an explanation.

Keep one decision log of what was known, what was said, who approved it, and which questions remain open. It will make customer service, media response, regulatory coordination, and the after-action review more dependable.

Scenario templates

Draft for the decision in front of you, then update from verified facts.

Each scenario below separates the immediate public-information job from the facts that need to be verified before the next message. Adapt the language to your utility’s actual approval, regulatory, and operating protocols.

Water contamination

Communicate immediately

Whether the audience is affected, any approved protective action, the official source, and the next update time.

Do not say until verified

The contaminant identity, health implications, source, duration, or geographic scope until responsible experts verify them.

Information needed before the next update

Verified location, sample or test status, approved public-health guidance, and the next decision point.

Who should receive it

Affected customers first, then customer service, regulators, elected officials, partner facilities, and media as appropriate.

When to update

When approved guidance, affected geography, verified facts, or the published update time changes.

Example holding statement

A water-quality concern has been identified in [affected area]. We are working with [authority] to verify the information and protect customers. [Approved customer action] is available at [official source]. Our next update will be provided by [time].

Boil-water advisory

Communicate immediately

The notice area, the approved customer action, where to find official information, and the next update time.

Do not say until verified

That the water is safe, the expected lift time, the cause, or unapproved instructions for sensitive populations.

Information needed before the next update

Current test and operational status, regulator-approved guidance, area confirmation, and lifting criteria.

Who should receive it

Affected customers, customer service, schools, care facilities, major users, regulators, local officials, and media.

When to update

At the published cadence and whenever the area, action, testing status, or lift decision changes.

Example holding statement

A boil-water advisory is in effect for [affected area] beginning [time/date]. Customers in this area should [approved action guidance]. The utility is [testing / repairing / coordinating] and will provide the next official update by [time] at [official source].

Main break

Communicate immediately

Where the break is, the practical service or traffic impact, what crews are doing, and when customers will hear next.

Do not say until verified

A firm repair time, cause, damage assessment, water-quality implication, or scope beyond field verification.

Information needed before the next update

Isolation status, affected customers, repair conditions, restoration expectations, and any approved precautionary guidance.

Who should receive it

Affected customers, traffic and public-safety partners, customer service, elected officials, major users, and media when impact warrants.

When to update

When the impact area, customer action, repair condition, or expected restoration decision materially changes.

Example holding statement

Utility crews are responding to a main break near [location]. Customers in [affected area] may experience [service / traffic impact]. Crews are working to [isolate / repair / restore] the line. Updates will be posted by [time] at [official source].

Wastewater spill

Communicate immediately

The verified location, immediate containment action, official source, public guidance if any, and next update time.

Do not say until verified

Source, volume, environmental impact, compliance conclusions, cleanup completion, or responsibility until verified.

Information needed before the next update

Containment status, affected area, regulator guidance, monitoring results, and the next verified response milestone.

Who should receive it

Regulators and affected parties first, then nearby residents or users, customer service, local officials, and media as warranted.

When to update

When containment, public guidance, verified impact information, or the scheduled update time changes.

Example holding statement

The utility is responding to a wastewater incident near [location]. The response team has [immediate containment action] and is coordinating with [agency] as required. [Public guidance, if any] is available at [official source]. The next update will be provided by [time].

Treatment-plant incident

Communicate immediately

The verified facility condition, current protective action, any customer impact or guidance, official source, and next update time.

Do not say until verified

Cause, exact service duration, employee condition, compliance conclusion, or restoration timeline until confirmed.

Information needed before the next update

Current operational status, customer impact, public guidance, workforce information that can be shared, and next decision point.

Who should receive it

Operations and staff, customers if service is affected, regulators, elected officials, customer service, and media as appropriate.

When to update

When operational conditions, approved guidance, service impact, or the published decision schedule changes.

Example holding statement

The utility is responding to an incident at [facility]. Operations are assessing conditions and taking steps to protect [service / water quality / staff safety]. [Customer action guidance, if any] is available at [official source]. We will provide an update by [time].

Extended outage

Communicate immediately

Affected area, current service condition, what crews are doing, available assistance, official source, and next update time.

Do not say until verified

An unverified restoration time, cause beyond verified facts, or unapproved claims about system safety.

Information needed before the next update

Restoration conditions, resource needs, customer assistance, approved precautions, and next operational milestone.

Who should receive it

Affected customers, critical facilities, field and customer-service teams, local officials, partner agencies, and media as warranted.

When to update

When conditions, estimated restoration decisions, assistance information, or the next update time changes.

Example holding statement

Customers in [affected area] are experiencing a service outage related to [verified condition]. Crews are working to restore service safely. Customers can find [approved guidance / assistance] at [official source]. Our next update will be provided by [time].

Workplace fatality

Communicate immediately

Acknowledge the serious incident, express appropriate care, identify cooperation with authorities, and state the next update standard.

Do not say until verified

The individual’s identity before notification and authorization, private details, cause, responsibility, or investigative conclusions.

Information needed before the next update

Family-notification status, authoritative investigative information, workforce support, operational impact, and approved next message.

Who should receive it

Family and employees first, then board leadership, authorities, affected partners, and media through one approved channel.

When to update

After family notification, verified authority coordination, or an approved material change in what the utility can responsibly share.

Example holding statement

We are deeply saddened to confirm a serious incident involving a member of our team at [location]. We are cooperating with the appropriate authorities and are focused on supporting those affected. We will share additional information when it is appropriate and verified.

Cyber or operational disruption

Communicate immediately

The affected service or system, active response posture, official source, customer guidance, and next update time.

Do not say until verified

Attribution, technical details, vulnerabilities, scope beyond verified information, or recovery timing until confirmed.

Information needed before the next update

Service condition, customer impacts, approved security or regulatory guidance, continuity measures, and next verified milestone.

Who should receive it

Affected customers, workforce, critical partners, regulators, elected officials, customer service, and media as appropriate.

When to update

When customer action, service status, verified scope, approved guidance, or the published next-update time changes.

Example holding statement

The utility is responding to an operational disruption affecting [service / system]. We have activated our response procedures and are working to maintain essential services while we assess the situation. Customers should rely on [official source] for verified updates. Our next update will be provided by [time].

Editable utility tools

Want the editable scenario versions?

Download the Utility Crisis Communications Readiness Kit for editable holding statements, the plan template, notification matrix, and print-ready response checklists.

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Relevant proof

See how these decisions play out in practice.

Planning framework

Utility Crisis Communication Plan →

Build the decision roles, approvals, notification matrix, and update cadence that make a holding statement usable under pressure.

Water-quality response

Security Water District →

See why transparent, sustained customer and stakeholder communication matters when operational facts are developing.

Scenario guidance

Boil Water Notice Communications →

Use an action-first framework for one of the most time-sensitive utility notice scenarios.

Crisis communications →

Continue the conversation

Related practical guides

How to Build a Crisis Communication Plan for a Water or Wastewater Utility

A working crisis communication plan framework for water and wastewater utilities: decision roles, notifications, regulator coordination, updates, recovery, and testing.

Boil Water Notice Communications: What Customers Need to Know First

A practical communications framework for utilities issuing, updating, and lifting a boil water notice with clear public-health guidance and coordinated customer information.

How to Choose a Crisis Communications Firm for a Utility

A practical evaluation guide for utilities choosing a crisis communications firm with utility experience, first-hours readiness, and regulatory credibility.

Explore all practical guides →

Common questions

Questions leaders ask before the public asks them.

What is the difference between a holding statement and a public notice?

A holding statement gives the utility a verified starting message while facts are developing. A public notice gives affected people the approved action, geography, timing, and official source they need. A water or wastewater utility may need both.

Should a utility say it is investigating the cause?

Only if that is true and useful. State that the utility is assessing conditions or working with the appropriate authorities, but do not imply a cause, responsibility, or timetable before the responsible experts verify it.

How often should a utility update a holding statement?

Update it when the customer action, affected area, material facts, official guidance, or service condition changes—and at the published next-update time even when no material change has occurred.

Who should approve an initial holding statement?

Decide the approval path before an incident. It typically includes the communications lead and operational fact owner, with legal, executive, and regulatory review as the scenario requires. The plan should make the time-sensitive path clear.

Want the editable versions? Download the Utility Crisis Communications Readiness Kit.

Download the readiness kit