▼

Main

Show All Answers

1. How do I contact a specific DWP employee?

Visit the Staff Directory to find all department and staff contact information.

2. Where can I find the answers to my frequently asked questions?

Use the FAQs module to easily find answers to the questions you ask the most.

▼

My Account

Show All Answers

1. Why are you called the Department of Water and Power when you provide water service only?

Our name was established during the 1985 negotiations for the purchase of the Big Bear water and electric systems owned by Southern California Water Company. The end result of the negotiations was that we purchased the water system only; however, our name had already been formally established on all legal documents as the Department of Water and Power (DWP). We serve water to approximately 14,500 water customers. Our service areas include:

• A portion of Whispering Forest (along Division Drive)
  
• Big Bear Lake
  
• Fawnskin
  
• Lake Williams
  
• Moonridge
  
• Northern section of Erwin Lake
  
• Rimforest
  
• Sugarloaf

Electric service for the Big Bear Valley is provided by Bear Valley Electric (a subsidiary of Southern California Water Company).

2. Why are bills sometimes estimated during the winter months?

The Department of Water reads water meters whenever possible. In the winter months there are times when it is not possible to read meters due to bad weather, snow or ice. When this happens, your bill is estimated. Estimation is based upon each customer's usage during the same period the previous year; however, if you are a new customer, it is based on the prior customer's usage and charged accordingly. When we are again able to read your meter, usually your next billing cycle, the new bill will account for the usage that was previously estimated. The computer will automatically credit your account if the usage was over-estimated, and charge your account if it was underestimated. If you know you have not used any water during an estimated billing period, you may pay the service charge only ($81.32 every two months, $88.60 in Rimforest).

3. What are your regular business hours and what if I need service after hours or on the weekend?

Our business office hours are Monday through Friday, 8 am to 4:30 pm. The office is closed weekends and most holidays. In the event of an emergency during the day, after hours or weekends, please call us at our regular number, (909) 866-5050, for assistance. We have a service person on call seven days a week and our answering service will contact the on-call person when the office is closed. Please note that if an account is turned off for non-payment, the fee for unlocking a service after-hours is $120 rather than the $85 fee charged during regular business hours.

4. How often will I receive a bill and when is it due?

We bill each residential account on a bimonthly basis and each commercial account monthly. Each residential account is assigned a designated route and that route is billed at the same time every other month. Customers are allotted 30 days in which to pay the bill. If payment is not received within 30 days, a final reminder notice is mailed. If you would like to know when your route is scheduled to bill, please contact our office to determine the schedule for your particular route.

5. Where do I make my payment?

The Department of Water and Power (DWP) is not associated with any other DWP outside the Big Bear or Rimforest areas. Payments can be mailed directly to our office at:

• P.O. Box 1929
  Big Bear Lake, CA 92315

You may pay also in person at:

• 41972 Garstin Drive
  Big Bear Lake, CA 92315

We have a convenient 24-hour drop-off box on the side of our building.

6. Are there any discounts for low-income customers?

The DWP does not currently offer a Low Income Program.

7. Why do we need to conserve water?

Due to the constant fluctuation in the amount of rain and snow received in any given year, conservation is a way of life in Big Bear. All our drinking water is obtained from wells, and even in the good years, we need to conserve water knowing that the dry cycle will return. Big Bear Valley has had below normal precipitation for the past five years, and we encourage everyone to make conservation a way of life. One way to help conserve water is by using Xeriscape at your home or cabin. Besides being an attractive and less demanding landscape, a properly maintained Xeriscape can help conserve a considerable amount of our precious and limited water resource.

Low flow showerheads and faucet reducers are available to all of our customers. Please come by the DWP office and pick up your free conservation kits.

8. Can I water whenever I would like to?

The approved designated days and times for landscape watering will be even / odd (based upon the last number in your address) and between 6 pm and 9 am until further notice. Washing down of paved surfaces is prohibited. (Please refer to the attached water conservation regulations.)

9. What is a stop and drain valve and do I really need one?

The stop and drain valve is the customer's valve located between the DWP meter box and your house. Every home should be equipped with a working stop and drain valve.

This valve should be used to turn off your water and drain your house lines. During the winter, using this valve is the best precaution to take to protect your plumbing against freezing and broken pipes. View the Winterizing Information Flyer. To ensure proper turn-off and operation of your stop and drain valve, please check the meter after shutting off your valve to verify there is no dial movement. If the meter dial is moving it shows that water is still going through the meter, which would indicate that your valve is not completely shut off or a possible leak. Please do not use our meter valve to turn on or off your meter. Using our meter valve can be quite costly for our customers, as the valve is not built to withstand constant usage and can break easily. Consumers may be responsible for repair costs.

10. Why does my water look milky sometimes?

If the appearance of your water looks milky when it first comes out of the faucet it is because it is full of air bubbles. This is caused when tiny air bubbles are trapped in the ground water as it fills the underground aquifer. When this happens the air is then pumped into the pipelines. The air remains in a compressed form until it comes out of your faucet and is exposed to air (similar to a soda). Air bubbles are not a health concern and will disappear within a few minutes after filling your water glass. If the milky water does not disappear within a few minutes, please contact our Customer Service Department at (909) 866-5050.

11. Why is my bill so high when I only had a small leak?

Every year several customers experience leaks that go undetected, until they receive a large water bill. Water running down the drain from unseen and unrepaired leaks can cost the consumer money. A slow drip from your faucet can easily use 170 gallons of water or more, in a 24 hour period. Larger leaks can get very expensive. The most common leaks are usually linked to problems with stop and drain valves, faulty sprinkler systems, not winterizing properly, broken pipes or fittings or faulty toilets. Toilet leaks are less noticeable because they may not be seen or heard. The DWP offers dye tablets to test for a silent toilet leak. These tablets are free for our customers and available at the business office. Do not forget to regularly check your hose bibb, stop and drain valve, washer hookup and water heater intake valve for possible leaks or worn fittings.

12. What is the service charge for; do part-time owners pay the same rate as full-time owners; and may I choose to turn off my water to avoid paying service charges when I am not using my home?

Customers connected to the Water System are charged a bimonthly Readiness to Serve Charge according to the size of their meter. This amount is charged regardless of any water usage and whether the water is turned on or off. Big Bear Valley has a unique situation, which results in higher service costs than found in more typical down the hill communities. While Big Bear Valley’s permanent mid-week population is 15,000, the Water System must be prepared to handle peak demand weekend populations of up to 100,000 people. The majority of expenses associated with operating the Water System are expenses that are incurred prior to providing any water. Whether a customer uses water every day, or only occasionally, the state requires the system to be sized and maintained so that we are constantly ready to meet the fluctuating water needs of our customers. Wells, reservoirs and pipelines must be maintained and continually operational.

13. Is the service charge tax deductible?

You should check with your accountant or tax consultant to see if this would be tax deductible.

14. Can I pay my bill directly out of my bank account or credit card?

To pay your bill directly from your checking account, please fill out the Auto Pay Form. To pay automatically by credit card please visit your Account Page.

15. How do I turn off the water?

For your own safety, customers may not turn off the water at their meter. Meters may be turned off by DWP personnel in case of a leak, as part of a leak investigation, for safety reasons, in the process of changing account holders or for non-payment. In addition, the water can not be turned off to avoid paying a service charge. Water must be on at all times to for customer access, the safety of our system and in case of emergency (such as fires). If you think you need your water shut off at the meter for a leak or other emergency, please call Customer Service at (909) 866-5050.

16. How do I get water to my new property?

Your first step in building a new business or residence is to contact the City of Big Bear Lake Building and Safety Department at (909) 866-5831. They will direct you to us when the time is right. Obtaining new service requires a visit to our office so that we can go over the capacity charges and connection fees.

17. Who do I contact to update my billing information, mailing address or cancel my water service?

You can update your billing information over the phone, by filling out the back side of your current water bill, sending us a detailed letter or by emailing Customer Service. Water service cannot be cancelled; however the account holder can be changed.

18. How do I sign up a renter?

Fill out the Renter Application Form and/or give us a call at (909) 866-5050. Renter Application Form

▼

My Community

Show All Answers

1. Where can I find out more about water use beyond the Big Bear Valley?

Check out the Water Use Trends page for resources Water Trends

2. I want to landscape my yard, where do I start?

You’ll need to have a landscape review, free of charge, conducted by the DWP. When designing your landscape you will need to follow our Rules and Regulations. Landscape Review

3. Does the department do any outreach for schools or clubs?

Yes! If you would like us to visit your classroom or meeting please submit a request or simply contact us. Request a speaker

4. I got a letter in the mail called Retrofit on Change of Service. What is this all about?

This regulation requires that all home and business owners submit a Water Conservation Retrofit Certificate, confirming that all toilets, showerheads, and faucets at the property are low flow/flush. The requirements for low flow/flush are 1.6 gallons per flush for toilets, and 2.5 gallons per minute for sink faucets and showerheads. For more information visit our Retrofit Regulations page Retrofit Regulations

5. How can I save water in my yard?

Start by only using as much water as your plants need. Most lawns only need a total of 1 inch per week. Use drip systems or hand water trees, shrubs and flowers. If you are ready for a complete overhaul or are starting from scratch, use drought tolerant or native plants. For more information visit our Outdoor Conservation Tips page. Outdoor Conservation Tips

▼

My Water Supply

Show All Answers

1. Does the Department of Water and Power add fluoride or anything else to the water?

No, we do not add flouride to the water.

2. Where do I find my home's master valve?

The most common location for the master valve in your house or apartment (have your apartment superintendent show you how to do this) are:
- where the water supply enters your home
- near your clothes-washer hook-up
- near your water heater

To determine if the valve is the correct one, turn it off and see if it shuts off all water faucets in your home. If not, repeat this process with each valve until you find the correct one. If you are unable to find it, or it is inoperable, contact a plumber for assistance. Once you've found the valve, mark it with something distinctive like bright paint, a tag or a ribbon so you can locate it quickly in case of an emergency.

3. How does the DWP purify the water?

We do not purify, only treat well water with chlorination. A couple wells are treated for manganese (Mn).

4. Do customers / builders fill out an application for construction water?

Yes, there is a $500 deposit and applicants may be issued a hydrant meter. Please use our Request Tracker to contact Customer Service. Request Tracker: Construction Water

5. Can a hydrant be used for construction?

Yes, there is a $500 deposit and applicants are issued a hydrant meter. However, there are restrictions on water used for construction during water shortage emergencies.

6. I have a new dishwasher and want to know the hardness of water. Do we test for that?

See Table 1 on the Consumer Confidence Report.