Maintenance Questions and Answers . . .
EMERGENCY
WSSC Customer Relations Personnel are available 24 hours a day, 7 days a week to handle your water and sewer emergency.
The 24-hour number is (301) 206 - 4002 or e-mail the Emergency Call Center.
NON-EMERGENCY
For non-emergencyquestions or concerns, please call our
Customer Care Agents at (301) 206 - 4001 or 1-800-634-8400, weekdays, 7:30 a.m. - 5:30 p.m., or e-mail our
Customer Relations Office at
cust-relations@wsscwater.com
WATER
- Why is the water discolored and is it safe to drink?
- How do I get a water analysis?
- Can I turn the water off at my house? How?
- I think there is an underground or service leak. What should I do?
- I have low pressure or high pressure in my home. What should I do?
- What is Cleaning and Lining? Why is it being done in my neighborhood?
- I see water surfacing outside (street or shoulder of the road). Whom
should I call?
- What is a water lateral (service) and for what portion am I responsible?
SEWER
- My basement is backed up with sewage. Whom should I call; what should I
do?
- What is a sewer lateral (service) and for what portion am I responsible?
- Whom should I call about sewer odor?
- What causes sewer clogs/backups?
- What can I do to help prevent sanitary sewer backups?
- What are manholes? Where are they located?
- What is a cleanout? Where is it located?
MISCELLANEOUS
- Does WSSC take care of potholes?
- Are storm drains connected to the sanitary sewer?
- Who is responsible for the storm drains?
- What are the round metal covers I see in the street?
- Whom do I contact about a broken, loose or missing cover?
WATER
1. Why is the water discolored and is it safe to drink?
DISCOLORED WATER - is water containing an accumulation of
iron and manganese sediment from rusting cast iron pipes and/or
from a buildup of chemical deposits on the pipes. Water flowing
at a steady, even pace in one direction will not disturb these
deposits. If the water suddenly flows very fast or reverses
direction, the sediment and deposits are stirred up, resulting
in discoloration.
CAUSES OF DISCOLORED WATER:
- A broken main may allow water to rush out of
the pipe, temporarily increasing the flow and disturbing the sediment.
- Valves closed to isolate a broken water main
or to make repairs may disturb the flow in nearby water mains causing
a temporary increase or reversal of flow stirring up the sediment.
- Fully opening a fire hydrant for fire
fighting purposes can cause a sudden increase in flow, which may temporarily cause
discoloration.
- New water mains added to the system might cause a
change in established flow patterns and cause temporary
discoloration.
HEALTH CONCERNS:
Discolored water due to sedimentation poses no health hazard. It is free from harmful bacteria and safe for all household uses, such as showering, cooking, flushing of toilets, etc. You can drink the discolored water, but it may taste different. WSSC does not recommend that you use discolored water to prepare baby formula.
HOUSEHOLD USES FOR DISCOLORED WATER:
Discolored water can be used for showering, flushing toilets, cleaning floors, etc. However, you should NOT wash clothes in your washing machine during this time. Clothing may stain. If clothing does get stained, immediately wash the clothes again using a rust remover product, available in most supermarkets or requested free from the Commission by calling WSSC at (301) 206 - 4001 or 1 - 800-634 -8400, weekdays, 7:30 a.m. - 5:30 p.m. It is best if the clothes do not dry prior to using this type of product.
PARTICLES IN WATER:
Particles that can be seen in the water are generally an
accumulation of iron.
2. How do I get my water analyzed?
You may contact a private laboratory for an individual analysis
of your water. Laboratories are listed in the yellow pages. WSSC
does not recommend specific laboratories. WSSC does not do
individual analyses, except to isolate and/or identify a system
problem. WSSC water is routinely tested at specific sites within
the distribution system. We do have tap water analyses available
for the Potomac and Patuxent Filtration Plants. We will be glad
to send you a copy of the most recent tap water analysis report
or you may view it online by clicking here.
If you feel there is a water quality problem, you may contact
the Laboratory Services at (301) 206-7575 to discuss your
concerns.
3. Can I turn the water off at my house? How?
You can turn the water off inside your home/building at the main
valve. If you have an inside meter, check the valve near where the
meter is located. If you have an outside meter, the main valve
is usually located near the hot water heater or where the
service enters your home/building.
OPERATION OF MAIN (SHUT OFF) VALVE
To operate the main valve, turn clockwise to the right
(until it stops) to close, and
counterclockwise to the left (until it stops) to open.
If you need the water turned off from the
outside, you should contact a plumber or WSSC. WSSC charges a
fee to turn the water off. If you are having a registered
plumber do work in your home and need the water off, the plumber
can make the turn off and turn on request.
4. I think there is an underground or service leak. What should I do?
Please contact WSSC's emergency line at (301) 206 - 4002. We will investigate to
determine the location of the leak (on or off property). The
homeowner is responsible for the water service (lateral) from the
house to the property line and all the pipes within the house.
If the leak is the owner's responsibility, WSSC will confirm this
in writing. We will also provide an informational brochure about
underground leaks with several helpful suggestions. If the leak
is in the WSSC portion of the service or on the main, we will
notify the occupant/caller. We will make repairs and restore
the affected area to its original condition.
5. I have low pressure or high pressure in my home. What should I do?
Pressure is the force of water within the system. Other terms
used in conjunction with pressure are static (not changing -
pressure at the hydrant before flow) and residual (pressure
left in a pipe system when high water flow rates are occurring).
Water pressure is measured in pounds per square inch (PSI).
Low Pressure/Flow is generally described as not enough water in the system.
If the problem is low flow, you should check with a plumber. The
problem may be a restriction within the pipes or a problem with
just one plumbing fixture. If the "low flow" problem is found
throughout the building/home, please call WSSC and we will check the pressure at the closest fire hydrant and
at your property. Someone will have to be available for us to access
the property to check inside the home/business. Understandably,
our crews will have to address system wide emergencies and other
critical events prior to investigating low pressure concerns.
Low Pressure/Flow can be caused by:
- Pipes that are restricted and do not allow a
proper flow of water. The system pressure can be satisfactory
regardless of the restricted flow.
- The main valve or a valve at an individual
fixture may be partially closed.
- A malfunctioning Pressure Reducing Valve
(PRV) inside the home may cause reduced pressure/flow.
- Screens on individual fixtures (filters or aerators)
may be clogged. (Screens can be easily removed, rinsed and
replaced.)
High Pressure is generally described as a
stronger than normal flow of water from the spigots. If the
pressure at your property is too high, resulting problems may
be banging pipes, a tripped hot water relief valve or washers
that wear out quickly.
A malfunctioning Pressure Reducing Valve (PRV) can cause both
high and low pressure problems. PRVs in the house are the homeowner's
responsibility. You may wish to contact a plumber to perform an
inspection.
6. What is Cleaning and Lining? Why is it being done in my neighborhood?
Cleaning and Lining is a process of applying cement-mortar
lining to the pipe wall of water mains. This process
is used to rehabilitate mains that have scale, corrosion and iron
and manganese build up. The build up can cause discolored water
and pressure/flow problems in an area.
Neighborhoods are selected for Cleaning and Lining based on:
- Fire flow tests.
- Discolored water complaints and problems.
- Street resurfacing projects - if the main is
more than 30 years old.
The Cleaning and Lining process is performed on mains
in place and involves:
- Installing bypass lines (above ground) to
provide temporary water service to customers during the rehabilitation
process.
- Accessing the pipeline through small
excavations. An approximate 6' section of pipe is removed to provide
access to the interior of the pipeline. (A new piece of lined pipe is
installed when the main is put back in service.)
- Removing the buildup of iron and manganese
from the pipe by steel scraper blades drawn through the pipe.
- Clearing the line with a squeegee that
removes water and debris freed by the steel scrapers.
- Mixing and pumping cement-mortar through a
hose to the interior wall of the pipe.
- Smoothing the surface of the finish by
running a trowel assembly after the equipment that sprayed the lining
material.
- Cutting out or blowing out the service
connections before the liner dries.
- Chlorinating the main. Water samples are tested and the main is placed back in
service.
7. I see water surfacing outside (street or shoulder of the road). Whom
should I call?
Contact WSSC's emergency line at (301) 206 - 4002. We will send someone to investigate.
Please give the person answering the phone any additional specific detailed
information regarding the location and nearest cross street to
assist in locating the leak.
8. What is a water lateral (service) and for what portion am I responsible?
The contractor installing the water main generally installs the
water service from the main to the property line. WSSC is
responsible for maintaining the individual water service (lateral)
from the main to the property line. Service lines (laterals) are
generally ¾" to 1 ½" for private homes and up to 12" for larger
commercial buildings. WSSC uses copper and cast iron for the
service.
In the past, some galvanized pipe was used, but it is currently
being replaced by copper. The service line (lateral) from the
property line to the house and all water pipes within the
house/building are the responsibility of the homeowner. Water
service on property can be copper, galvanized or plastic.
SEWER
1. My basement is backed up with sewage. Whom should I call; what should
I do?
Call WSSC's emergency line at (301) 206 - 4002. A Customer Care Agent
will review the history for your address and
advise you based on our records what you should do.
Several questions that you might consider when trying to
determine the possible cause of a sewer problem/stoppage
are:
- Is the problem with an individual fixture such as the
kitchen sink? If so, you may attempt to clear the blockage
yourself or contact a plumber/sewer drain cleaner.
- Is the problem with a commode located above the lowest
level (floor) of the building? If yes, you may
attempt to clear the blockage yourself or contact a registered
plumber/sewer drain cleaner.
- Is the problem with the lowest facility (toilet, shower,
or laundry tub in the house/building? If yes, contact WSSC to
investigate.
- Is the service backing up constantly, even when the
occupants on the premises are not using the facilities? If yes,
contact WSSC to investigate.
When a service is backing up only when the
occupants are using their facilities, or the problem is not in the
lowest level plumbing fixtures, we suggest you contact a registered
plumber or sewer drain cleaner for assistance with the problem.
If you are unsure, please contact WSSC for assistance.
2. What is a sewer lateral (service) and for what
portion am I responsible?
The contractor installing the sewer main generally installs the
sewer service from the main to the property line. WSSC is
responsible for maintaining the individual sewer service (lateral)
from the main to the property line. Service lines (laterals) are
generally 4" for private homes. The service line from the property
line to the house and sewer pipes within the house is the
responsibility of the homeowner.
3. Whom should I call about sewer odor?
An obstruction in the main (in the street) or service line can
cause sewer odor where gases are trapped, but a backup is not
occurring. The gases can escape through manholes or the drains in
customers' homes or buildings. Unless the odor is isolated to one
fixture or in an upper bathroom only, WSSC will investigate.
Contact WSSC's emergency line at (301) 206 - 4002.
Please turn your water on and let it run for 15 seconds. This will
ensure that there is water in the plumbing fixture traps.
Also, add approximately 2 cups of water to your floor drain. If the
floor drain is
dry, the sewer gas from the main or service can get into the house
and cause an odor problem.
If you're leaving the
house for an extended period, ensure that the toilet bowls have water in them.
4. What causes sewer clogs/backups?
There are several causes of clogged sewers. In our area, one of
the main causes is roots from trees that may enter at the joints
of pipes or cracks in older pipe. (Roots seek water and they often
force their way right through the cracks in the pipe.) Also, broken
pipe may allow soil to enter and cause a problem. Grease is also a
main cause of clogged sewers.
Introduced into the sewer lines by occupants, it can harden or collect
resulting in stoppages and backups.
5. What can I do to prevent mainline
sewer backups?
Be careful what you put down the drain. Several items
that should not be put into your sewer system are paper towels,
diapers, grease, paints/solvents, chemicals, antifreeze, non-food
oils, and any item that will not dissolve. Please deposit grease
and food scraps into a can or the trash for disposal. Our
Cease the Grease fact
sheet, contains more information on proper grease disposal.
6. What are manholes? Where are they located?
WSSC and other utilities use manholes to access our
underground infrastructure. Our crews
also use manholes to clear stoppages. Manholes are located in
the street or in a WSSC right-of-way area.
7. What is a clean out? Where is it located?
A clean out is an entry point into the sewer service that is
used to clear the line of any obstruction. A clean out can be
located either inside or outside of a house/building. When the
clean out is located inside, it is often referred to as a "stack
plug." WSSC maintains clean outs located in the public area
(not on private property) . However, the maintenance of any
cleanout located inside a building or on the owner's property is
the owner's responsibility.
MISCELLANEOUS
1. Does WSSC take care of potholes?
Potholes are generally the responsibility of the
county, municipality or jurisdiction where located.
Montgomery County = (240) 777 - 2159
Prince George’s County = (301) 735 - 4653
or local jurisdictions.
WSSC will restore any areas impacted during construction or
maintenance related work. Please call (301) 206 - 4002 to notify us of your concerns.
2. Are storm drains connected to the sanitary sewer?
Storm drains in the WSSC District are above ground open drainage
ditches or below-ground systems of pipes that collect and carry off
rainwater. The storm drain system is not connected to the closed
sanitary sewer pipe system.
3. Who is responsible for the storm drain?
The locality in which the storm drain is located handles the
installation, cleaning and general maintenance of storm drains.
Contact the Storm Drain Division for the appropriate county or
jurisdiction.
Montgomery County = (240) 777 - 7623
Prince George’s County = (301) 735 - 4653
or local jurisdictions
4. What are the round metal covers I see in the street?
There are covers in the street, shoulders of the road and even in
customers yards. These covers are over water, sewer, storm drain,
telephone, and gas structures. Most covers have some type of
identification.
WSSC covers are located:
- over water valves in the street, on the shoulders of the road,
and in right-of-way areas;
- over manholes in the street, on the shoulders of the road, and in
right-of-way areas; and
- at the property line covering meters and curb boxes (the
water turn on/off valve) and sewer clean outs.
5. Whom do I contact about a broken, loose or
missing cover?
If you have identified the cover as water or sewer, contact WSSC's
emergency line at (301) 206 - 4002. Please advise us of the exact
location and, if possible, give us the approximate size of the
cover/opening.
Should you have additional "non-emergency" questions or
concerns, you can contact our Customer Relations Office at
cust-relations@wsscwater.com
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