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COVID-19 Updates and Resources

Highlights

  • Tap water is safe to drink
  • Wash your hands often with soap and water for at least 20 seconds
  • Stay at home and practice social distancing
  • Don’t flush wipes, paper towels or anything other than toilet paper

Help is Available

We know coronavirus pandemic has taken an economic toll on many of our customers. In response, we have launched DC Water Cares, a new program to assist customers who have fallen behind on their water bills. In addition, we are now offering emergency assistance to people who rent in multi-family buildings. Learn More

Scam warning 

We want to remind customers to be wary of any scams, including phone scams demanding payment for continued water service or offers of special water filters to provide protection from COVID-19. DC Water is not disconnecting customers during this pandemic and even went a step further, restoring service for those recently disconnected. We may contact past due customers to make payment or payment arrangements; however, we will never ask for personal payment information over the phone. More Information

You can count on us

These are challenging times that test every organization and every contingency plan.  But our employees have met the challenge head on, embracing their critical role in protecting public health and ensuring when you need it, there is water. Thank you!

A Message to our customers from CEO David Gadis

​At DC Water, safety is our top priority.  Water plays a critical role in protecting public health, especially to help contain the spread of infectious diseases like the current coronavirus (COVID-19). At DC Water, we have taken numerous proactive steps to ensure we can continue to serve you throughout this crisis and provide everyone in the District of Columbia with safe, clean drinking water.

Mayor Muriel Bowser ordered the closure of all non-essential businesses in March 2020, but DC Water is part of the city’s critical infrastructure and has continued to operate throughout the pandemic. CEO and General Manager David L. Gadis declared an emergency for DC Water and gave employees the option of working from home if possible. In addition, our field crews and treatment plant operators switched to rotating shifts and have taken safety precautions to limit their risk of exposure to the virus.

For the safety of our customers and employees, we eliminated all non-essential travel, restricting visitors to our facilities, and limited large internal and external meetings and gatherings. We suspended service calls that require employees to enter customers’ homes, except for emergencies. That includes scheduled appointments to investigate internal leaks or for meter replacements. In addition, meter readers will not enter residential properties to read internal water meters.

We are currently implementing a recovery strategy for a phased return to full operations in a safe and sustainable manner. The health and safety of our customers and our employees continues to guide our decision-making.

Updates

February 4: DC Water announces two new programs to help customers impacted by the pandemic. Click here for details

December 18: District Government creates special webpage to compile utility assistance resources for residents. Visit the page

December 15: DC Water announces it will participate in a national study on wastewater surveillance for the coronavirus. Read the full story

December 7: Mayor Muriel Bowser issued Mayor’s Order 2020-123 to modify the District’s Phase Two requirements regarding sports and recreation. More

October 7: Mayor Muriel Bowser issued an order extending the public health emergency in the District through December 31, 2020. Click here to read the Order

June 22: The District of Columbia Government entered into Phase Two of reopening the city. Click here for details

June 9: Our Customer Care Associates can once again assist customers with most services over the phone. See details below

May 29: The District of Columbia Government begins Phase One of reopening the city. Click here to read the Mayor's Order and new health guidance.

May 20: Our Incident Management Team has issued updated guidance covering the required usage of face coverings by approved contractors and visitors to DC Water facilities. You can read the guidance here.

May 20: DC Water is resuming taps, abandonments and meter sets in a limited capacity. Scheduling will be based on crew availability and the need to prioritize the health and safety of DC Water employees and customers. Details

April 29: Mayor Bowser has formed a ReOpen DC Advisory Group to develop recommendations on reopening the District safely and sustainably. The Advisory Group is asking members of the public to share their ideas and input. You can take the survey here.

April 16: Flushing guidance is available for building water systems following periods of low or no use. Details

March 31: The Permit Office at 1100 4th Street SW is currently closed to the public. Until further notice, plan submissions cannot be made in person. Plans must be submitted by mail or email. Details 

March 30: Due to the ongoing health emergency, the April meeting of the DC Water Board of Directors and all Board committee meetings in April will be held online using Microsoft Teams. Information about how to join the meetings will be included in the meeting agendas posted on the Board Calendar.

Frequently Asked Questions

How will COVID-19 impact my water quality?

Tap water is safe to drink. There is no evidence COVID-19, the disease caused by the coronavirus can survive in treated drinking water. The same disinfectants, like chlorine, that make the water safe to drink, are effective against COVID-19. DC’s drinking water has two stages of disinfection during the water treatment process before it is distributed to the city. The first stage is free chlorine and the second is chloramine, both very effective at killing viruses.  Additionally, residual disinfection levels throughout our pipe distribution system remain at effective levels to keep the water clean and safe. Click here for more information.

How can I reach Customer Service?

Our Customer Care Associates can once again assist customers with most services over the phone. Please be patience as wait times may be longer than normal. If you need to contact us, please use one of the following options:

  • Call Customer Service during regular business hours at (202)354-3600
  • Use our website or automated phone system at (202)354-3600 to make payments or inquire about your balance
  • Use our online Report a Problem feature at dcwater.com/reportaproblem for questions about your account including new options for billing inquiries, bill disputes, installment plans and service restoration
  • For installment payment options, email us at credit.collection@dcwater.com
  • For general questions about your account, email us at customer.service@dcwater.com
  • To restore water service, email us at Restore@dcwater.com
  • Download the My DC Water mobile app or create an online account at mydcwater.com

If you have a water or sewer emergency, please call our 24-hour Command Center at (202) 612-3400.
* Please do not use this number for routine inquiries about your account so customers with emergencies can reach our dispatchers without delay*

What to do if COVID-19 is affecting you financially

The utility has suspended service disconnections for non-payment. We are also restoring water service for disconnected residents, waiving late fees, and offering more lenient repayment terms for customers who fall behind on their bills. Customers whose water was shut off should email restore@dcwater.com or call DC Water at 202-354-3750.

Press Releases

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