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The Essential Guide: 7 Critical Chicago Water Company Phone Numbers You Need To Know In 2025

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Finding the right contact number for the City of Chicago’s water services can be confusing, as the responsibility is split across several departments and specialized sections. As of December 2025, the primary entity is the Chicago Department of Water Management (DWM), and knowing which number to call—from a 24/7 emergency line to the specific billing office—will save you significant time and frustration. This comprehensive guide provides the seven most critical DWM and related utility phone numbers, ensuring you connect directly with the right department for everything from a sudden water main break to a routine bill inquiry.

Navigating the complex infrastructure of a major metropolitan water system requires a clear point of contact, especially with major city initiatives like the ongoing Lead Service Line Replacement Program (LSLRP) dominating current operations. Whether you are a homeowner, a business owner, or a contractor, the following list of phone numbers and contact details are the most current and essential resources available to access Chicago’s water and sewer services today.

Complete Contact List: Chicago Department of Water Management (DWM) Phone Numbers

The Chicago water system is managed by the Department of Water Management (DWM), but billing and general city service requests are often handled through the 3-1-1 system or the Department of Finance. Use this definitive list to find the correct number for your specific need.

  • 1. Emergency Service Requests (24/7) and General City Services: Call 3-1-1

For most urgent issues and general non-emergency city services, the 3-1-1 system is your first and fastest point of contact. This number is staffed 24 hours a day, 7 days a week, and is the protocol for reporting public water emergencies.

  • Use this number to report: Street or parkway leaks, water main breaks, open fire hydrants, sewer backups, and requests to shut off water in an emergency.
  • Outside of Chicago: If you are calling from a cell phone or outside the city limits, you can dial 312.744.5000 to reach the 3-1-1 Service Request line.
  • 2. Utility Billing and Payment Inquiries: 312.744.4426

The Department of Finance’s Utility Billing and Customer Service Center manages all water and sewer charges. This number is primarily used for questions about your bill, payment plans, and account management.

  • Automated Payment System: This number also provides a 24-hour automated phone system for making utility bill payments.
  • Live Customer Service Hours: Live representatives are typically available Monday through Friday, from 8:30 a.m. to 5:00 p.m.
  • 3. General DWM Information and Inquiries: 312.747.2862

If your question is specifically about DWM operations, infrastructure, or a non-billing related administrative matter, this is the general contact line for the Department of Water Management.

  • 4. Water Quality Surveillance Section: 312.744.8190

For any concerns regarding the quality of your tap water, including questions about contaminants, taste, or odor, you should contact the DWM’s Water Quality Surveillance Section directly. This team can provide information on water testing and safety.

  • 5. Sewer Permit Section: 312.744.5502

Contractors, developers, and homeowners needing information or assistance with sewer permits, inspections for large private sewer structures, or general sewer-related administrative matters should use this specialized number.

  • 6. Water Bill Dispute and Customer Service Center: 312.744.4420

While 312.744.4426 is the main payment line, the 312.744.4420 number is also listed as a direct line for the Water Billing Customer Service team, often used for disputing a bill or complex account issues.

  • 7. Metropolitan Water Reclamation District (MWRD): 312.751.5600

The MWRD is a separate, but related, entity responsible for wastewater treatment and stormwater management across Cook County, including Chicago. If your issue involves large-scale water reclamation or flooding outside of the DWM’s direct purview, this is the number to call.

Current Chicago Water Management Updates: Lead Pipes and Shutoff Policy

To ensure you have the most current information, it is essential to understand the major initiatives and policies currently impacting Chicago water customers. The DWM is heavily focused on two key areas that are likely to generate customer inquiries: the Lead Service Line Replacement Program and the city's water shutoff policy.

Navigating the Lead Service Line Replacement Program (LSLRP)

The replacement of Chicago’s vast network of lead service lines (LSLs) is one of the largest and most critical infrastructure projects in the city. The DWM is actively working to accelerate this process, with a stated goal of replacing 8,000 lead service lines in 2025.

The city currently operates several voluntary programs to facilitate the replacement of these lines, which are the pipes that connect the water main in the street to the home's plumbing. These programs are designed to remove financial and logistical barriers for residents:

  • Equity Lead Service Line Replacement Program: Targets communities most impacted by lead service lines.
  • Homeowner-Initiated Program: Allows homeowners to start the replacement process on their own.
  • Daycare Lead Service Line Replacement Program: Specifically helps daycares remove lead lines to protect vulnerable populations.

To inquire about eligibility, application status, or general questions regarding the LSLRP, your best starting point is to call 3-1-1. Representatives can guide you to the correct DWM section or online portal for the specific program you are interested in. This is a crucial step for any homeowner concerned about water quality or the presence of lead in their drinking water.

Understanding Chicago’s Water Shutoff Policy for Nonpayment

A significant, resident-friendly change in recent years has been the city’s policy regarding water shutoffs. The City of Chicago has taken steps to ensure fundamental water access is protected for its residents.

In July 2022, the Chicago City Council passed an ordinance that officially prohibits the city from shutting off a resident’s water supply due to nonpayment of utility bills. This ordinance followed a 2019 moratorium on residential shutoffs. This means that while you are still responsible for paying your utility bill, the threat of having your water disconnected for a past-due balance has been removed.

If you are struggling to pay your water bill, do not wait for a crisis. It is highly recommended that you immediately contact the Utility Billing and Customer Service Center at 312.744.4426 to discuss available payment plans, financial assistance programs, and options for resolving your account balance. The city encourages communication to prevent debt accumulation, even with the shutoff prohibition in place.

Additional Key Contact Entities and Resources

While the DWM handles the bulk of water and sewer operations, several other entities are involved in maintaining Chicago’s water infrastructure and utility services. Being aware of these additional resources can help you find specialized help quickly.

  • CHI 311 Mobile App and Website: For non-emergency requests, using the CHI 311 app (available on Apple and Google) or the 311.Chicago.gov website is often faster than calling. You can track your service request (SR) number and get updates on issues like water main repairs or street leaks.
  • Office of Inspector General (OIG): The OIG periodically advises the DWM on matters of transparency and communication. While not a customer service line, it is an entity focused on improving the efficiency and public accountability of the department.
  • Water Meter Installation (MeterSave Program): Chicago residents who choose to install a water meter often do so through the MeterSave program to potentially lower their water bills. While the program has evolved, general inquiries about meters should start with the DWM at 312.747.2862 or through the 3-1-1 system.

By keeping this updated list of critical phone numbers and being informed about current policies like the LSLRP and the shutoff prohibition, you can confidently and quickly navigate the Chicago Department of Water Management's services and ensure your water needs are met.

The Essential Guide: 7 Critical Chicago Water Company Phone Numbers You Need to Know in 2025
chicago water company phone number
chicago water company phone number

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