Extended Hours Will Help City Water Customers
Call Center to stay open until 6:30 p.m. for at least two weeks

Baltimore City water and sewer customers will be able to call a Customer Support and Services agent as late as 6:30 p.m., at least until the middle of May. The typical hours to call are 8:30 a.m. to 4:30 p.m., but the extra two hours will allow customers more opportunity to speak with an agent about their water account.

Customers with water billing questions can reach the Customer Support and Services Call Center by dialing  (410) 396-5398.

The hours for the walk-in Customer Support office, located on the ground floor of the Abel Wolman Municipal Building at 200 Holliday Street, remain 8:30 a.m. to 4:30 p.m.

The Baltimore City Department of Public Works (DPW) will assess the customer call volume during the extra hours in determining whether to continue offering extended hours beyond this two-week period.

“I appreciate the additional hours that DPW call center agents are working in order to better serve our customers,” said Mayor Catherine E. Pugh. “It is important that we do whatever we can to meet the needs of our citizens and customers.”

Other steps DPW is taking to assist customers include bringing on additional permanent Customer Support staff, adding temporary staff from within the City, and exploring other enhancements to its systems.

Call and walk-in volumes increased when DPW introduced monthly water billing – instead of quarterly – and empowered its Customer Support staff to spend more time with customers in an effort to address billing and water consumption questions and concerns.