Reporting Main Breaks
24-hour Customer Service 817-FW-24-HRS (817-392-4477)
You can report water main breaks 24 hours a day, seven days a week, including holidays, by calling our 24-hour customer service number above.
To know if there is a confirmed main break in your area click here.
Water Main Breaks
Signs of a broken water main are water running down the street and buckled pavement. Main breaks may leave specific areas without water. Based on the size of the main pipeline break, time required to locate and mark utilities, residents may experience delays in service as crews repair breaks and restore water service.
Listed below are all the steps involved in the actual repair of a main break. These will provide clarity to understand the repair process.
Procedures to Repair Main Breaks
Reports are received at the 24 Hours Customer Service Center, 817-FW-24-HRS (817-392-4477);
Relayed main break is logged into the computer system;
A "leak checker" is dispatched to verify the address and specific location of the leak or main break;
This verification is phoned in to dispatch and logged into the computer system;
Dispatchers contact the firm who marks the location of all near-by utilities (gas, telephone, electric, cable), and specifics related to the width and depth crews will be able to effect repairs.
Note: The firm has up to two hours to mark the utilities. Often water personnel arrive before their staff, but can not proceed until they receive approval or until the two hours are exhausted.
Once approval is received to dig or the two-hour period is expired, a crew will proceed with repairs.
The repair crew updates the dispatch office on estimated repair time. A standard repair takes four to five hours to complete. If it is determined that more time will be required to complete the repair, dispatch is updated with this status.
Note: Repair crews have speakers on their vehicles and drive through neighborhoods to notify residents who will be without water.
Don't assume your neighbor will make the call. The Water Department would rather receive multiple reports about a suspected problem than no calls at all.