I went through this process about 2 years ago. It took forever. One of the biggest delays, if I recall correctly, was DDOT refusing to issue the permit necessary to allow the repair crew to work in the road (I am not on a major street).
DC Water’s contractor was Corinthian Construction. Everyone I talked to at Corinthian Construction and DC Water was very nice, but seemed to have little power to actually move things forward. I finally got it resolved by contacting DC Water’s office of public affairs.