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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. When the negotiations were finalized in 1989, only the water system was purchased. However, the name had already been formally established on all legal documents as the City of Big Bear Lake, Department of Water and Power (DWP). Additionally, final negotiations resulted in a service area that extends beyond the City of Big Bear Lake boundaries. Electric service is provided by Bear Valley Electric Service (a division of Golden State Water Company).

The DWP provides water service to approximately 15,520 water customers throughout the Bear Valley in the following areas:

• Big Bear Lake, including Moonridge
  
• Fawnskin
  
• Big Bear Shores RV Park
  
• A portion of Whispering Forest (along Division Drive)
  
• Northern section of Erwin Lake
  
• Sugarloaf
  
• Lake William

2. How do I contact a specific DWP employee?

Visit the Staff Directory for department and staff contact information.

3. When are the DWP Board meetings? May I attend the meetings?

Meetings of the DWP Board of Commissioners are on the fourth Tuesday of each month at 9 a.m. in the Board Room at 41972 Garstin Drive, Big Bear Lake. Yes, public comments are welcomed and encouraged. Visit the Board page for more information on the DWP Board and to access agendas and minutes.

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

Each account is assigned a designated route that is billed at the same time--every other month for residential customers and every month for commercial customers. Residential customers have 28 days to pay their bill and commercial customers have 19 days. If you would like to know when your route is scheduled to bill, please call Customer Service at (909) 866-5050. For more information, visit the Water Rates page.

2. How do I make my payment?

The City of Big Bear Lake DWP is not associated with any other DWP. We offer six ways to pay your bill. Visit the Pay / View My Bill page for a list of all bill pay options.

3. Is there a way to pay my bill automatically?

Yes, we offer two options to pay your bill automatically. To pay your bill directly from your checking account, please complete the Auto Pay Application. To pay your bill automatically by credit card (Visa or MasterCard) please sign in to your account and select the automatic payment option when making your payment.

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

Customers connected to the DWP water system are charged a "readiness to serve" charge based on the size of their meter. Residential customers are billed a bimonthly service charge and commercial customers are billed a monthly service charge. This amount is billed regardless of any water usage and whether the water is turned on or off.

Since the Bear Valley is a resort destination, it is not typical of other Southern California communities. The permanent population of full-time residents averages 25,000 but can soar to about 100,000 during peak holiday weekends. Consequently, our water system must be prepared to handle that peak population at any given time.

Like all water agencies, we recover costs via rates to maintain and operate our water system, which includes pipelines, wells, reservoirs, booster stations, treatment facilities, meters, equipment, staff, etc. Moreover, we are a public agency that does not make a profit. All of our rates and fees are based on costs of service. Since our population fluctuates so dramatically, we need to rely on fixed charges to recover costs needed to operate and maintain the water system. Learn more about water rates.

5. How do I have the bill sent to a renter/tenant?

The property owner or rental agency will need to fill out the Water Service Agreement to add a "care of" address to the property owner's account. The property owner will be billed a fee.

6. Why are bills sometimes estimated during winter months?

During winter, 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 on each customer's usage during the same period of the previous year. However, if you are a new customer, it is based on the prior customer's usage. When we are again able to read your meter, typically your next billing cycle, the new bill will account for the usage that was previously estimated. Your account will be credited if the usage was overestimated and charged if it was underestimated.

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

The DWP does not currently offer a low-income program.

8. 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. A slow drip from your faucet can easily waste 170 gallons of water or more in a 24-hour period. Larger leaks can waste thousands of gallons and become 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. Regularly check your plumbing fixtures, hose bibb, stop and drain valve, washer hookup, and water heater intake valve for possible leaks or worn fittings.

Toilet leaks are less noticeable because they may not be seen or heard. The DWP offers dye tablets to test for silent toilet leaks. These tablets are free to our customers and available at the office.

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1. Why do we need to conserve water?

Climate in the Bear Valley, similar to the rest of California, cycles between wet and dry years. Our drinking water supply is groundwater pumped via wells, and even in years with a lot of precipitation, we still need to conserve water knowing that a dry cycle will return.

One way to help conserve water is by using Xeriscape, a water-wise landscaping method. Besides being an attractive and less demanding landscape, a properly maintained Xeriscape can help conserve a considerable amount of our limited water resources. We also offer rebate programs: toilet rebate and turf buyback. Low-flow showerheads and faucet aerators are available to all of our customers. Please come by the DWP office and pick up your free conservation devices.

2. What can I do to conserve water?

There are several things you can do both inside and outside the home. The Conservation Department offers FREE indoor plumbing and outdoor irrigation surveys. We also provide water-saving devices for FREE. Visit the Conservation page for more links and information, or contact the Conservation Department.

3. Do you offer any rebates?

Yes, the DWP offers toilet rebates and turf buyback. Click here for more information.

4. I received a letter in the mail with regard to the Retrofit on Change of Service Program. What is this all about?

This program is part of DWP regulations that requires all home and business owners submit a Water Conservation Certificate, confirming that all toilets, showerheads, and faucets on the property are low flow/flush. If the existing plumbing fixtures are NOT low flow/flush, then the property owner is required to retrofit them. The maximum flow rates are: 1.6 gallons per flush for toilets, 2.2 gallons per minute for faucets, and 2.5 gallons per minute for showerheads. For more information visit Retrofit on Change of Service Program page.

5. I want to landscape my yard. Are there any turf restrictions or other regulations?

Outdoor water use accounts for 50-80% of summer water use. Because of this, the DWP has landscaping regulations in place to help us sustainably manage our water resources by encouraging irrigation efficiency and curbing water waste. Your first step is to submit a landscape plan to the Conservation Department for approval before you start. Please visit the Landscaping Regulations page for details. We also offer lots of information on Xeriscape and native plant or drought-tolerant plant selection. Be sure to visit the DWP Xeriscape Demonstration Garden on Fox Farm Rd across from the Kmart parking lot to see over 80 different plant species and other landscape design styles.

6. Does the DWP do any outreach to schools, clubs, or organizations?

Yes! The DWP  conducts activities at local schools and gives presentations to local clubs and organizations. Contact us for more information or to request a speaker.

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

Our regular business office hours are Monday through Friday, 8 a.m. to 4:30 p.m. The office is closed weekends and most holidays. In the event of an emergency including after hours and weekends, please call (909) 866-5050. There is always staff on call and our answering service will contact on-call staff when the office is closed. Please note that if an account is turned off for non-payment, the after-hours fee for unlocking a service is $105 rather than the $65 fee charged during regular business hours.

2. How do I update my billing information, mailing address, or cancel my water service?

You can update your billing information by filling out the back side of your current water bill or filling out the Address Change Form. Please be sure to sign the form before returning it to the DWP. To cancel your water service or close your account, you must call Customer Service at (909) 866-5050.

3. Are there any water use or irrigation restrictions?

Yes. From April 1st through November 1st, outdoor watering is prohibited between 9 a.m. and 6 p.m. and restricted to odd or even days based on the last number of your property address. Runoff and hosing off paved surfaces is also prohibited. Irrigation systems are required to be shut off and winterized from November 1st through April 1st. For a full list of water use regulations, please visit the Water Use Regulations page. Please be advised that there are also landscaping regulations and turf (lawn) restrictions in effect.

4. What is a stop and drain valve? Do I really need one?

The stop and drain valve is the customer's water shut-off valve, or water master valve, located between the water meter box and your house. Every property is required to be equipped with a working stop and drain valve.

This valve should be used to turn off your water and drain indoor water pipes. During the winter, using this valve is the best way to help prevent your water pipes from freezing and breaking. Go to the Winterization page for more information.

NEVER TURN OFF YOUR WATER BY USING THE VALVE INSIDE THE METER BOX. Not only is that a punishable offense, but turning this valve can cause extensive (and expensive) damage to the water system and/or cause serious injury due to water system pressure. Plus, it does not drain your indoor plumbing and therefore does not protect your water pipes from freezing and breaking.

5. How do I turn off my water? Where do I find my home's master water valve?

Your home's master water valve is called the "stop and drain valve." This is the valve used to turn off water to your house and drain your indoor water pipes. Every property is required to have a working stop and drain valve and is the ONLY valve you may use to shut off your water.

Customers are not authorized to turn off their water at the meter. Not only is that a punishable offense but it can cause extensive damage and serious injury. Meter valves may ONLY be turned by DWP personnel.

In addition, water can not be turned off to avoid paying the service charge. Water must be on at all times 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.

6. What does winterizing mean?

Since water expands as it freezes, water pipes exposed to freezing temperatures are susceptible to breaking. Flooding can occur as the water thaws, causing extensive water damage to your home and belongings. Plus, thousands of gallons of water could be wasted. This is why we recommend "winterizing" your home. This involves using your stop and drain valve to shut water off to your house and drain indoor water pipes. Click here for more information and to access a step-by-step Winterization Guide. Additionally, irrigation systems are required to be shut off and winterized November 1st through April 1st.

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

Your first step in building a new business or residence is to contact either the City of Big Bear Lake Building and Safety Department at (909) 866-5831 or the County Building and Safety Department at (909) 866-0170, depending on which jurisdiction your property is located. They will direct you to us when the time is right. Obtaining new service requires a visit to our office so that we can verify water service availability and go over the capacity charges and connection fees.

8. Am I allowed to use water for construction purposes?

Yes, there is a $1500 deposit for a hydrant meter and applicants are billed for water used once the hydrant meter is returned. Hydrants may ONLY be used for approved construction purposes (or by the Fire Department). Please note that there are restrictions on water used for construction during water shortage emergencies. Contact Customer Service at (909) 866-5050 or make an online request.

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1. Does the DWP add fluoride or anything else to the water?

No, we do not add fluoride to the water. We add the amount of chlorine required by the State Water Resources Control Board, Division of Drinking Water.

2. Where does my tap / drinking water come from? How is it treated or purified?

Our drinking water is groundwater that is pumped from aquifers. It does not come from Big Bear Lake. It is treated with the amount of chlorine required by the California Department of Public Health. We have a few wells that need additional treatment, such as manganese (Mn).

Water quality is regulated by the State Water Resources Control Board, Division of Drinking Water. All water agencies are required to test drinking water and make that information available to the public. Click here to access the Consumer Confidence Reports.

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

See Table 1 on the Consumer Confidence Report for your area.

4. Why does my water look milky or cloudy when it comes out of the faucet?

If water looks milky or cloudy when it first comes out of the faucet, it is because it is full of air. Air is soluble in water. As water percolates through the ground into aquifers, air gets trapped in the groundwater. Plus, water pipelines are pressurized to deliver water to your home, adding more air to the water.

Cold water and water under pressure are able to hold more air. So when the water comes out of your faucet, it becomes exposed to warmer air and is no longer under pressure. This results in the air being released as bubbles that rise to the surface and naturally disappear (similar to a soda or carbonated beverage).

Air bubbles are not a health concern and will disappear within a few minutes after filling your water glass. If the water does not clear up within a few minutes, please contact Customer Service at (909) 866-5050.