FAQs

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Customer Service

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.