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Water, gas & utilities

Customer responsibilities

Your responsibilities are:

  • Paying your bill on time.
  • Allowing a City representative to access your water meter.
  • Keeping your meter in good condition and preventing it from freezing.
  • Calling (215) 685-6300 if:
    • Your bill is not accurate
    • The usage chart on your bill shows you have an estimated reading
    • The usage chart on your bill shows you have a zero reading
    • Your meter is damaged
    • There are dangerous conditions such as leaks and damaged infrastructure (like hydrants, inlets. etc.)
    • You need to change your address
  • Fixing any water leaks and plumbing issues in your house and the water pipes connecting your house to the ferrule (the valve connecting your pipe to the water main).
  • Maintaining and repairing, if necessary, the sanitary and storm sewer lateral lines connecting your house to the sewer main.

What to expect from Philadelphia Department of Water

  • Fair service provided by courteous, efficient employees.
  • Confidential handling of your personal information.
  • Whatever assistance is necessary to understand your water and sewer bill.

Notice of Defect

Customers who do not have fully operational water or sewer lines will be served a Notice of Defect and are required to repair defects within the period stated on the notice. For more details, review the City’s complete Water Department regulations.