Des Moines Water Works — Customer Service Guide

Overview and scope of service

Des Moines Water Works (DMWW) operates as the primary potable water utility for the Des Moines metropolitan area and several wholesale customers in central Iowa. For customers seeking reliable, professional interaction, DMWW provides account management, billing, leak response, meter services, water quality information and conservation programs from a centralized customer service team.

This guide explains step-by-step how to contact the utility, manage accounts, respond to service interruptions, and use conservation or affordability programs. Where specific numbers, addresses and procedures are given below they reflect standard industry practice and DMWW public-facing procedures; always confirm current rates or program details at the official website: https://www.dmww.com.

Primary contact information and hours

When you need to reach DMWW for billing questions, service requests, or emergencies, use the centralized contacts so your request is tracked in the customer service system. The primary administrative office and customer service desk are located at 2201 George Flagg Parkway, Des Moines, IA 50321, and the main customer phone line is (515) 283-8700. The official website for forms, portals and detailed program pages is https://www.dmww.com.

Typical customer service hours are Monday–Friday, 8:00 a.m. to 4:30 p.m. Emergency response (main break, loss of pressure, contamination concern) is available 24 hours per day through the same main number; callers reporting life-safety hazards should clearly state “emergency” to be routed to the on-call operations team immediately.

• Office address: 2201 George Flagg Pkwy, Des Moines, IA 50321
• Main phone: (515) 283-8700 — Customer Service & Emergency (24/7 for emergencies)
• Website: https://www.dmww.com — online account portal, outage notices, water quality reports
• Business hours (customer service): Mon–Fri 8:00 AM–4:30 PM; emergencies 24/7

Billing, payments and account management

DMWW issues monthly or bi-monthly bills depending on meter reading cycles; bills include a fixed service charge plus a volumetric charge (per 1,000 gallons). Exact rates and schedules change with periodic rate ordinances — always consult the published Schedule of Rates on the DMWW website for current cents-per-gallon and tier thresholds. Many customers enroll in electronic billing and auto-pay to avoid late fees and interruptions.

Practical steps for customers: set up an online account at the DMWW portal to view statements, enroll in paperless billing, and schedule auto-pay; keep a current email and phone number to receive outage alerts and boil-water notices; and notify customer service if ownership or tenancy changes so final/transfer readings and prorated billing are handled promptly.

• Common payment methods: online payment via customer portal (credit/debit — convenience fees may apply via third-party processors), bank ACH auto-pay (no fee commonly), mail (to the address on your statement), in-person at the administrative office, and authorized drop box locations. Confirm typical returned-check fee (often $25–$35) and late fees on your statement.
• Turn-on/off and transfer requests: submit at least 48–72 hours prior to desired service change during business days; urgent moves may require same-week scheduling but could incur trip or reconnect fees.

Service interruptions, emergencies and response times

For main breaks, loss of pressure, discolored water, or suspected contamination, call the 24/7 emergency line immediately. DMWW’s operations teams prioritize events that affect public health or system integrity; typical emergency dispatch times are immediate with repair crews mobilizing within 1–3 hours for high-priority incidents in the urban core, and somewhat longer for remote wholesale service areas depending on access and staffing.

For non-emergency issues (meter reads, minor leaks, billing disputes), customer service tickets are usually acknowledged within 24 hours and resolved within 1–5 business days. If a boil-water advisory is issued, DMWW will post an alert on the home page, send automated notifications where available, and publish an estimated duration and required actions; always follow posted instructions for disinfection and sample collection.

Metering, leaks and water quality reports

DMWW maintains and reads water meters for billing and system management. If you suspect a leak, first check visible plumbing and irrigation systems; a continuous meter flow (non-zero reading when all water is off) indicates a leak and should be reported. Customer meter replacement policies, fees and ownership (utility vs. customer-owned services) are specified in service rules — request a site inspection if you suspect meter malfunction or inaccurate readings.

Water quality is reported annually in the Consumer Confidence Report (CCR). The CCR provides measured values for regulated contaminants, compliance status and treatment processes; DMWW posts current and archived CCRs on dmww.com. For private well users or shared private systems, DMWW does not certify private system safety — consult Polk County or state health departments for private well resources.

Conservation, rebates and assistance programs

DMWW offers or partners on conservation programs aimed at reducing peak demand and minimizing customer bills. Typical local programs include irrigation efficiency guidelines, low-flow fixture rebates for qualifying replacements, and commercial water-use audits. Rebate amounts and eligibility change periodically; customers should check the conservation page on dmww.com for current incentives and application deadlines.

For customers experiencing hardship, DMWW and local community partners maintain affordability and assistance pathways (payment plans, partnerships with local social service agencies). If you face an overdue balance, proactively contact customer service to negotiate a payment schedule to avoid disconnection — documented arrangements typically require a signed agreement and adherence to scheduled payments.

Developer, construction and new connections

Developers and contractors must contact DMWW well in advance of construction. New service applications, plan reviews and tapping requests require submittal of engineered plans, capacity studies and payment of connection or tap fees. Typical lead times for commercial connections and treatment plant capacity review run 30–90 days depending on project complexity and water-main availability.

DMWW provides technical specifications (pipe class, backflow prevention, meter sizing) and inspection scheduling; developers should reference the utility’s engineering and construction standards on the website and contact the engineering group via the main office to obtain current fee schedules and application packets before bidding or installation.