Troubleshooting & Repair

REPORT EMERGENCY - 503-761-0220

If you are experiencing a water emergency call 503-761-0220 and follow the prompts. Emergency assistance will be dispatched 24 hours a day, seven days a week. After hours calls will be routed to the operator on call.

During business hours, response times will generally be under 30 minutes.  After hours response times will generally be 1 hour or less, depending on the location of service staff when the call is received.

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Call Before You Dig

Water lines are typically out of sight and out of mind, until someone digs into them. Learn more below.

Pressure Problems

Your shower is like a pressure washer? Your faucets produce only a dribble?  Learn more about water pressure issues.

Leaks & Leak Adjustments

Leaks can swell water bills; even small ones can really add up.

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Call Before You Dig!

Water lines are typically out of sight and out of mind, until someone unintentionally digs into them. Homeowners and Contractors are required by law to call 811 at least two days before digging to prevent possible injury, interruptions of utility services or the loss of valuable water.

The  utility locate service will mark all of the underground utilities in the public right of way in proximity of the area you plan to dig.  To locate water lines on private property you will need to contact an underground locating service or a plumber.

If you or a contractor you hire hit a line while digging, you can disrupt service to your entire neighborhood and potentially face fines and repair costs. Learn more at https://digsafelyoregon.com/dig-safely/.

Follow these steps to have your site cleared for digging:

  • Before calling 811, outline the location where you will be digging with white chalk or stakes. Your site must be completely outlined in order for the locate company to mark surrounding underground utility locations.
  • Call 811 at any hour at least two days before digging. See the call811.com website for more information.
  • At the end of your call, you will receive a ticket number that will be good for 14 days. If you need to call 811 for any reason, please have the ticket number on hand.
  • Line locating staff will mark the horizontal path of the underground water lines at your site with blue paint, other utilities will be indicated with other colors. (811 Color guide)
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Locating Leaks

Leaks can increase your bill substantially; even small ones really add up over time.

Your water meter is a great tool to help you check for leaks. If you find a leak, it’s most often one of the common problems listed below.

Faucets and Taps

A faucet leaking one drop per second wastes about 260 gallons of water each month. The American Water Works Association leak calculator tells you how much water that leaky faucet is wasting.

Toilets

Toilets can waste up to 1,440 gallons per day, or one gallon per minute. Worn rubber toilet flapper valves don't seal properly, letting water run in the tank when it hasn't been flushed.  While you can normally hear toilet leaks, they can also be silent. Place a drop of food coloring or a leak detection tablet in the toilet tank and if color shows up in the bowl, you have a leak. Contact Customer Service for free leak detection tablets, or just stop by and pick some up.

Irrigation Systems

Large leaks are common in irrigation systems. If you suspect a leak do the following:

  • Make sure there is no water being used in the home or yard.
  • Check the water meter to see if the red triangular flow indicator is moving.
  • Shut off the water supply valve to your irrigation system.
  • Check the water meter again.  If the flow indicator is no longer moving, there is a leak in your irrigation system.

Green or yellow spots in your lawn and soggy ground are clues as to where the leak might be. 

Main Service Line

If your bill seems high and you suspect that you have a leak, you can use the water meter to verify if that's the case.  Use the following process to check for a leak.

  • Make sure no water is being used in the house or yard.
  • Check the water meter to see if the red triangle flow indicator is spinning.  If it is moving there is a leak somewhere in your home system.
  • Turn off the master water supply valve to your irrigation system and check the flow indicator.  If it is still moving the leak is not in the irrigation system.
  • Turn off the master water shut off valve to the home plumbing system.  If the flow indicator is still moving the leak is in the service line between your house and the water meter.  If it stops, the leak is somewhere in the home plumbing system.

Leaks in the home plumbing system and the service line between the discharge side of the water meter assembly and the home are the responsibility of the homeowner.

Leak Adjustments

Homeowners that discover a leak may apply for an adjustment to their water bill. Customers are eligible for two adjustments in a five year period,  which begins the date of the first adjustment request. Per Leak Adjustment Policy, a credit equal to 60% of the consumption charges accrued during the period of the leakage will be applied to your account.

Contact Customer Service to see if you qualify for a lead adjustment.