Reviewing your water bill
DPW Customer Service Representatives will review your account, including billing and any available history of water use at your property. During this review, DPW looks for reasons to help explain your higher than expected water bill. Our representatives will try to determine if there is an ongoing issue at your property, like a water leak.
Detecting leaks with a turn-off test
If a leak might be going on, a turn-off test may be used to help figure out if the leak is inside your home or property or might be an underground leak.
To run this test, you will need to shut off the valve to the main water line coming into your home or property.
If water use is still registered by the meter when the main valve is closed, it means that there might be an underground leak at your property.
Checking the results of a turn-off test
If hourly water use data is available, you, as the property owner, can check the results of the turn-off test in your Customer Self Service portal. You can also ask DPW Customer Service Representatives to check the results.
If hourly water use data is not available, a field investigator can be sent to your property to check the meter and to help in identifying the source of the increased water use.
Testing your meter
If you think the reason for your higher than normal water bill might be due to the water meter itself, you can request that the meter be tested.
Note: There is a cost associated with a meter test if the meter passes the test. Passing the test means the meter is working properly.
Meter testing costs
If your meter is tested and passes industry standards, you will be charged a meter test fee that is based upon the size of the meter.
If your meter is tested and fails industry standards, you will not be charged a meter test fee.
How DPW tests your meter
For meters under 3 inches
- The meter is removed from the property and brought to the Department of Public Works’ Meter Shop.
- The meter’s calibration is tested on a testing machine per industry standards to determine if the meter is registering the amount of water flowing through the meter to an acceptable threshold.
- You can ask to witness the meter test.
- You are provided a documented report of the meter performance.
For meters 3 inches and larger
The Department of Public Works’ Meter Shop will evaluate on a case-by-case basis.
Additional steps to resolving your water bill
If you've identified and then fixed a water leak at your home or property, you can request that your account be reviewed for a possible billing adjustment. Visit the Water and Sewer Adjustment Request page for more information.
Please also review the Higher Than Normal Water Bill page to check for common reasons for an increased water bill.
If you are not satisfied with your billing or the information you have received, you may request a management escalation.
The dispute escalation, review, and determination process is outlined in: 2019 Regulations for Customer Service.
Contact us
If you still have concerns, contact our Customer Support and Services division. Please have your water bill account number and the property address information.
Email
DPW Billing
Phone
410-396-5398
Mail
DPW Customer Support and Services Division
200 Holliday St., Room 404
Baltimore, MD 2120
In-Person
DPW Customer Support and Services Division
200 Holliday St., First Floor, Room 8
Baltimore, MD 21202