Detroit water company customer service — professional guide

Overview and how the system is organized

The Detroit residential water system is operated by the Detroit Water and Sewerage Department (DWSD) for retail customers inside the City of Detroit; wholesale treatment and regional infrastructure are managed by the Great Lakes Water Authority (GLWA), an authority created by interlocal agreement in 2014 that began operations in January 2016. Customer service for retail accounts — billing, meter reads, account changes and residential service issues — is handled locally by DWSD staff and contracted vendors; understanding which entity handles which responsibility reduces confusion and speeds resolution.

From a practical standpoint customers encounter three predictable service domains: billing and payments, field operations (meter testing, leak response, service line isolation) and financial assistance or dispute resolution. Each domain has different contact paths, documentation requirements and typical turnaround times that I detail below so you can plan calls, submit records and escalate efficiently.

Primary contact channels and response expectations

Use the right channel first. For routine billing questions and account management start with DWSD customer service; for large main breaks or regional delivery issues GLWA takes lead. DWSD’s customer-facing web page is: detroitmi.gov/departments/detroit-water-and-sewerage-department and GLWA is glwater.org. As of 2024 the DWSD published primary customer-service line is 313-267-8000; the official municipal address where in-person services are handled is Coleman A. Young Municipal Center, 2 Woodward Ave, Detroit, MI 48226 — confirm hours and whether walk-ins are accepted before traveling.

Typical response times: phone queues during business hours average 6–20 minutes depending on season (shorter in winter, longer during weather events). Email or online portal requests generally receive an acknowledgement within 48 hours and resolution within 5–10 business days for standard billing questions; field dispatch for confirmed leaks or suspected broken mains is triaged and assigned an ETA — urgent safety issues are prioritized for same-day or next-business-day field crews.

• High-value contact checklist: DWSD customer service 313-267-8000 (confirm on detroitmi.gov), DWSD web portal for payments and account history, GLWA at glwater.org for wholesale or infrastructure problems.
• When you call have your 10-digit account number and service address ready; that reduces average handle time to under 15 minutes for most transactions.

Billing, rates, and common charges

Detroit bills typically include separate line items for drinking water (supply and treatment), sewer/wastewater treatment, stormwater (if applicable), a fixed meter charge and consumption charge measured per 1,000 gallons. Billing frequency for most residential customers is bimonthly (every 60 days); check the billing cycle date printed on your statement to avoid late fees. In recent years the combined average bill for a Detroit single-family residential account (bimonthly) has commonly ranged from approximately $80 to $240 depending on household size and water use — low-user households see the lower end, households with leaks or high outdoor use appear toward the upper end.

Late-payment penalties, collection fees and reconnection charges apply if accounts go into delinquency. Payment options include online payments via the DWSD portal (enter your account number), automated bank draft (ACH), pay-by-phone, third-party kiosks and municipal payment counters. The department will typically offer installment plans for past-due balances; these plans commonly require a down payment of 10–20% of the outstanding balance and monthly payments over 3–12 months, depending on arrears size and household income verification.

Assistance programs, eligibility and documentation

Several programs can mitigate water bills: internally administered hardship or payment-plan programs, federally funded emergency programs such as the Low-Income Household Water Assistance Program (LIHWAP), and local charitable or non-profit programs. Eligibility typically depends on household income, past-due balance and sometimes presence of vulnerable residents (seniors, disabled, children). LIHWAP and other state-administered funds have been available since the federal rollout in 2021; availability and maximum benefit amounts change year-to-year and funding is limited, so apply as soon as possible when you are behind on payments.

When applying, expect to submit: proof of identity, proof of income for all household members (pay stubs, benefit letters), a recent DWSD bill showing account number and balance, and receipts for recent repairs if you request a leak adjustment. Typical program processing times are 2–6 weeks; emergency expedited review is sometimes available when disconnection is imminent if you can document immediate financial need.

• Documentation to prepare: government ID (driver’s license or state ID), current DWSD bill (account number and service address), recent pay stubs or benefits statement (last 30–90 days), repair invoices/permits for leak-adjustment claims, and a completed hardship form if DWSD requires one.

Field operations: meters, leaks and repairs

Know where your meter and shut-off valve are: most Detroit single-family customers have a meter in a basement or exterior meter pit and a shut-off on the private service line near the property line. DWSD is responsible for the water main and usually the service up to the curb stop; private property pipe beyond that point is the homeowner’s responsibility. If you have frequent unexplained consumption the customer-service first step is to request a meter read or a test of accuracy; meter-test requests typically have a fee but many utilities waive it if the meter is found to be inaccurate by more than the allowable tolerance.

For leaks, document everything: photos, dates, estimates or invoices for repair, and contractor licenses if you used a licensed plumber. DWSD and many utilities allow a one-time or limited leak adjustment where a portion of the consumption attributable to an identifiable and repaired leak is adjusted from the bill — you will need proof of the repair and receipts. Emergency field crews respond faster to main breaks that threaten public safety; private-service leaks often require scheduling a private plumber unless DWSD determines the leak is on the utility side.

Escalation, dispute resolution and best practices

If initial customer-service contacts do not resolve your issue, escalate in writing and request a formal review. Keep a log: date/time of calls, names of representatives, ticket numbers and promised follow-up timelines. DWSD has an internal escalation process and an ombuds or customer-advocate function for unresolved disputes; if municipal escalation fails, Michigan’s Public Service Commission and local elected officials (council member for your district) can be asked to intervene on systemic issues.

Practical customer tips to avoid problems: enroll in paperless billing and autopay to avoid missed notices, take photos of your meter reading monthly and keep receipts for any repairs, and apply for assistance as soon as you see arrears growing. For large or complicated problems (disputes over meter accuracy, recurring leak adjustments, disputed historical charges), request a written explanation and the policy citation from DWSD so you have a record for escalation or external review.

Closing practical resources

Start any action by visiting detroitmi.gov/departments/detroit-water-and-sewerage-department and having your account number available. Keep a short action list at hand: call (313-267-8000) to report issues, upload bill and repair documentation to the portal, apply for assistance programs early, and escalate in writing if the first response is inadequate. That organized approach shortens resolution time and often reduces total cost and stress.

How do I contact the Detroit Water Department?

313-267-8000
All other transactions can be done by phone at 313-267-8000 (hours are Monday through Friday, 8 a.m. – 5 p.m., except for observed holidays). Some account services are provided on the DWSD portal, including autopay, scheduling a payment, enrolling in a payment plan, and monitoring water usage.

How do I turn on the water service in Detroit?

Authorized account holders can make this type of request. Call DWSD Customer Service at 313-267-8000.

How to look up Detroit water bill?

If your name is not on your DWSD bill, call Customer Service at 313-267-8000 or go here.

Where can I pay my Detroit water bill near me?

Find a Kiosk

• 36th District Court. 421 Madison St.
• Apollo Market. 20250 W Seven Mile Rd.
• Atlas Market. 2645 W Davison St.
• Citizens Square TTW. 200 E Berry St.
• City of Detroit Animal Control. 1431 E Ferry St.
• Coleman A. Young Municipal Center.
• Colton City Hall. 650 N La Cadena Dr.
• DDOT Rosa Parks Transit Center. 360 Michigan Ave.

How can I know my water bill?

Access your bill by dialing *260# today!

How do I contact water?

Reach us through

1. Plot 3, Nakasero P.O BOX 7053 Kampala Mail Us.
2. 0800200977.
3. 0800300977.
4. [email protected].