Customer Service
Or Emergencies
800.727.5987
Hearing Impaired
562.299.5158
Email
about-pw-hero569A808BA24C

Customer Service

24-Hour Emergency Service

Our operations control center is open 24 hours a day to provide prompt response to service disruptions or emergencies.  Please call us immediately at (800) 727-5987 to report the following:

  • Lack of water (other than for non-payment)
  • Low water pressure
  • Discoloration
  • Unusual taste or odor
  • Leaks affecting your home or neighborhood

After Hour Service Calls to turn-on and turn-off a customer’s water are subject to a $370 service fee.  This was effective 09/10/2013.  This fee is non-refundable and will be added to the next bill. Call Customer Service for more information.

To help avoid costs associated with emergency services, such as shut-off fees install an emergency shut-off valve on your side of the meter. Every element up to and including the meter is utility property. The water line to your home is your property. You can install an emergency shut-off valve on your water line. Please contact Customer Service for more information.

Guidelines and Procedures

To open service

We ask for twenty-four (24) hour notice to schedule an opening request.  In most cases, applications for new service can be completed over the phone by calling Customer Service at 1-800-727-5987. We ask that the applicant furnish the last four digits of their social security and driver license numbers, as well as proof of date of occupancy.  If the applicant owns the property, we ask that they show proof of ownership (closing escrow).

If you rent the property, we ask that you show a lease or rental agreement and pay a deposit. Deposits to establish credit for new service will up to twice the average monthly bill for residential customers.  If, however, you are the property owner, a former customer in good standing, or can provide a qualified guarantor, we will waive the deposit. If we are not able to process your application over the phone, and ask that you come in to our office, please bring a completed application for service form with you if possible.

Download Service Application

Closing your Service

We ask for twenty-four (24) hour notice to schedule a closing request. Requests can be handled over the phone by calling Customer Service at 1-800-727-5987,

Disconnection  of Water Service for Non-Payment

If the water service is disconnected for non-payment of a bill, we require payment of the bill plus a $73 reconnection/disconnection fee and a deposit equal to twice the average bill. These must be paid in full before restoration of water service.  These fees must be paid in cash or money order in our office, or by credit or debit card over the phone or through our website.  No personal checks will be accepted.  Payments must be received in our office no later than 4:00 p.m. to have service restored on the same day.  Service will be restored on the next business day when payment is received after 4:00 p.m.

Deposits

Your deposit, plus interest, will be applied to your bill one year from the date paid.  If you move out of our service area prior to that time, the deposit plus interest will be applied to your closing bill.  If within a year, your water service is turned off for non-payment, the refund date will be reset to one year from the date your service is restored

 

0
Connecting
Please wait...
Send a message

Sorry, we aren't online at the moment. Leave a message.

Your name
* Email
* Describe your issue
Chat Now

Need more help? Save time by starting your support request online.

Your name
* Email
* Describe your issue
We're online!
Feedback

Help us help you better! Feel free to leave us any additional feedback.

How do you rate our support?