Frequently Asked Questions

Low water pressure could be caused by a variety of reasons. It could be a water leak or a bad meter. Before calling a plumber, call the Department of Public Service and Engineering, Utility Billing Division at 614-342-4440, Monday through Friday, 8 am to 5 pm. After 5 pm and on weekends and holidays, call 614-342-4240. The Utility Billing Division will dispatch a utility crew to investigate the situation and assess the issue.

The City is responsible for maintaining the water line from the curb box (located in the front of the property, near the sidewalk) to the water main and the mains themselves. The property owner is responsible for maintaining the water lateral, which runs from the curb box to the building. If you suspect a water break, call the Department of Public Service and Engineering, Utility Billing Division at 614-342-4440, Monday through Friday, 8 am to 5 pm. After 5 pm and on weekends and holidays, call 614-342-4240. The Utility Billing Division will dispatch a utility crew to investigate the situation and assess the issue. They will determine who is responsible for the repairs.

If the water looks or smells bad, do not drink, cook, clean or bathe with it. Contact the Department of Public Service and Engineering, Utility Billing Division at 614-342-4440, Monday through Friday, 8 am to 5 pm. After 5 pm and on weekends and holidays, call 614-342-4240. The Utility Billing Division will dispatch a utility crew to investigate the situation and assess the issue.

Depending on the diameter of the pipe, it can take only a matter of hours to freeze during cold temperatures. Take the following precautions to protect your pipes: 

• Insulate water lines in unheated areas of your home (i.e.: garage, attic, basement, crawl space, etc.)
• Let the faucet drip to keep the water moving through vulnerable pipes (such as those located on an exterior wall)
• Keep cabinets or vanities open to expose pipes to warmer room temperatures and detach outdoor hoses from faucets allowing connecting pipes to drain

In addition, it is important to know where the master shutoff valve is located (typically where the water line comes into the home from the street) in case a leak occurs due to a freezing pipe.

During an extended and extreme cold period, pipes may freeze despite taking the precautions listed above. Using a low setting on a hairdryer is the safest way to thaw a frozen pipe. Wave the warm air back and forth along the pipe rather than concentrating on a single area. If a hairdryer is not available, wrapping the pipe with towels and pouring hot water over them is another option. Never use a torch with an open flame to thaw a frozen pipe. This could cause a fire or overheat a section of the pipe and cause it to leak or burst.

If you have an unknown water leak inside your house or your pipes burst due to freezing temperatures, follow the steps below:

1. Shut off the water line into your house at the master shutoff valve. This is typically located before your water meter (where the water line comes into the home from the street). This will stop the water from flowing out of the leak.
2. If the water is still flowing from the leak after turning the shutoff valve, call the Department of Public Service and Engineering, Utility Billing Division at 614-342-4440. They will dispatch a utility crew to shut off your water from the curb box/street tap.
3. Call a plumber to inspect the leak and perform repairs. A list of plumbers can be found in your local phone book. The City's utility crew are not licensed plumbers and cannot perform private water line repairs.