Frequently Asked Questions | Did You Know?

When it rains, the sewer backs up through the floor drain and floods my basement.
What should I do?

Please notify the city's 24-hour Sewer Maintenance Operation Center immediately by calling 311 or 645-3111.

While the problem may be in your private property line, you should always have a city crew check first for a blockage in the area before calling a plumber. There is no charge for the city to check the main sewer in the area, which they can do from the nearest manhole. If the problem is found to be with the city's sewer, you may qualify for the Project Dry Basement program that would prevent future back-ups. Read more here

Why are sewer charges higher than my water charges?

Treating wastewater is an expensive and involved process and it costs more to treat wastewater than to treat raw surface water. The revenue is used not only for treatment but also to maintain the collection system and to fund capital improvement projects.

If I see someone dumping potentially hazardous waste into a stream, river or storm drain, where should I call to report it?

Please call the Columbus Stormwater Hotline at 645-STREAM (7873) immediately and the Ohio EPA @ 1-800-282-9378.

I have an area in my yard that stays wet or soggy after it rains. Is there anything that can be done?

This problem is typically due to a low area in the yard where the water collects and can't drain properly. Generally, it is the responsibility of the property owner to provide adequate grading to assure proper drainage away from the house and to direct stormwater runoff to the nearest storm sewer or drainage system. Possible solutions to the problem include filling in the low area with soil, putting in a yard drain, or cutting a swale/ditch through the surrounding higher ground so the low area can drain out. In some cases, the property owners have blocked an existing drainage ditch with landscaping mounds, plantings, sheds or other structures. In cases of significant yard flooding, the division will investigate and make a determination regarding possible solutions. Please notify Sewer Maintenance by calling 311 or 645-3111 and request a follow-up call. If the crew indicates they cannot do anything, you may wish to submit a Wet Basement & Neighborhood Flooding Questionnaire found on our forms page for future capital improvement project consideration.

There is a dip in the road where water collects and does not drain. Can the Department of Public Utilities do anything about it?

Columbus roadways are maintained by the Public Service Department. Please report the problem to 311 or 645-3111.

I have well water and a septic system, no curb, gutter or storm drainage systems. Why do I receive a bill for stormwater fees?

Every property that has impervious (non-penetrable) surfaces, such as rooftops and asphalt, contributes to stormwater runoff from rain and melting snow. Everyone benefits from stormwater maintenance through the reduced likelihood of flooding in a community. If you own a vacant lot with no impervious areas that contains just grass and trees, you should not receive a stormwater bill for that property. For further questions, please call Customer Service through 311 or 645-3111.

I am having work done on my property and need to locate my home sewer line. Where can I obtain a map of the location?

Please visit the Sewer Permit Desk at 910 Dublin Rd, 3rd Floor, or call (614) 645-7490.

Why is there often a sewer odor present in the downtown area?

Downtown Columbus and surrounding neighborhoods such as Victorian and German Villages are served by combined sewers, which was the building practice when those areas were developed. In a combined system, stormwater and wastewater flow to a single pipe. The storm drains on the street that allow the water to flow in unfortunately also allow odor to emit. The odor is often more prevalent in hot, dry weather. An engineering study is underway to identify solutions such as bio-filters to reduce the odor. As redevelopment opportunities are presented, the sewers are often separated.

What is a watershed?

An area drained by a river system.

I didn’t know there were two electric utilities in Columbus. Do I really have a choice of electric providers?

In many areas of the city residential and commercial customers have a choice of electric suppliers between AEP and the Columbus Division of Power and Water (Power Section). Power’s service territory does not extend into all areas of the city (see the service area map), so not everyone who wants power from Columbus can receive it. However, there is nothing to prevent any electric customer from choosing providers, if either AEP or the city’s Power Section has power lines nearby to serve them.

Why should I choose Columbus Power?

There are many reasons why city power is a good choice for your electric service. First, cost: our electric prices are competitive with the private electric utility. We understand you want reliable service that is not interrupted often. We can’t promise your electricity will never go out because we don’t have control over the normal reasons why it fails: storms, high winds, poles hit by motor vehicles and even squirrels getting into lines. However, we can promise that your power will be restored quickly and we’ll let you know why there was a problem. We’re your community owned electric utility. Finally, the Power Section contributes millions of dollars toward a safer city by providing revenue for a modern street lighting system.

Why does the city own an electric division?

Over a century ago, city fathers determined it would be less expensive to operate an electric utility to support street lighting than it would be to pay a private utility to operate the street lighting system. That is still true today. If there were no city electric utility, street lighting would cost the city millions more than it presently does, with all of the money coming out of city funds and no revenue from electric sales for support.

I’ve heard and read about something called Project 2020. What is this program?

Project 2020 is an ambitious neighborhood lighting program. Simply put, its goal is to increase safety in neighborhoods citywide by installing street lighting on every street by the year 2020. City electric maintains in excess of 48,000 street and alley lights citywide.

Who gets lighting?

Some neighborhoods in Columbus still do not have street lighting. Most of the areas where future lighting will be installed are chosen after input from people living in neighborhoods. The lighting program is multi-faceted. Voter-approved bond funds pay for basic lighting (cobra head fixtures, wood poles and overhead wires.) Residents may circulate petitions to be assessed for decorative lighting with underground wires. After 1990, developers were required to pay for lighting installations in new developments.

Is street lighting the only business of the Power Section of DOPW?

No. The city sells electricity to nearly 14,000 electric consumers in Columbus. Most of these are residential customers, but others include government buildings, businesses and industries. The revenue raised from electric sales to a few thousand customers supports street lighting, which benefits everyone in Columbus.

Who do I call if I have city power and there’s a power outage or my streetlights go out?

The Power Section maintains a 24-hour emergency dispatch center. If your power goes out, and you are one of city electric’s customers, or you notice a streetlight out, call 311, 645-3111 or 645-7627.

I need to dig on my property. Should I call someone before digging?

You should never dig on your property without calling your local utility to find out where buried utilities are located. If you are a city electric customer with underground utilities, contact our dispatch center at 645-7627 before you dig. We will let you know where your electric cable is located. If you’re an AEP customer, please contact The Ohio Utility Protection Service (OUPS) at 1-800-362-2764 or AEP at 1-800-277-2177.

What do I do if a power line comes down during a storm or because of an accident?

Never touch a fallen power line. Keep at least 10 feet away and call your electric utility. If you are a city electric customer please call 311, 645-3111 or 645-7627. If you are an AEP customer, please contact them at 1-800-277-2177.

What should I do if a power line comes down on my car?

Stay inside and wait for the electric utility to remove the wire. Tell people outside to stay away from the car.

What do I do if there is lightning in the area during a storm?

There are a number of simple things you can do to avoid injury because of lightning: do not stand under a tree, do not stand in a flat place, do not ride a bicycle, do not fly kites or model planes, stay away from water and do not use the telephone.

There is an item on my credit report from your organization. Can you explain it to me?

Our Customer Service Center will be able to answer your question about that credit item. The number is 645-8270. Representatives are available to take your call Monday through Friday 7:00 a.m. to 6:00 p.m.

I need extra time to pay my bill. Can you help me?

You can call us 24 hours a day and enter a payment arrangement through our interactive message system. The number is 645-8270. Representatives are also available to take your call Monday through Friday 7:00 a.m. to 6:00 p.m.

Why are you putting a lien on my property for a past due water/sewer bill?

Periodically, the Sewer Division will place liens on properties for unpaid sewer charges that are over 90-days past due. If you have concerns because you recently took ownership of the property our Customer Service Center can better assist you. The number is 645- 8270.

I received a letter that my check was returned.

The letter includes instructions for making the check good. If you have additional questions, our Customer Service Center will be glad to talk with you. The number is 645-8270. Representatives are available to take your call Monday through Friday 7:00 a.m. to 6:00 p.m.

I just bought a house and need to start water service.

Our Customer Service Center can assist you with starting up new service. They will need to get some information from you and obtain a meter reading from the property. The number is 645-8270. Representatives are available to take your call Monday through Friday 7:00 a.m. to 6:00 p.m.

I just sold my house/I am moving and I need to end water service.

Our Customer Service Center can assist you with ending your service. They will need to ask you some questions and obtain a meter reading from the property. The number is 645-8270. Representatives are available to take your call Monday through Friday 7:00 a.m. to 6:00 p.m.

Who in your organization do I need to notify about my bankruptcy?

Bankruptcies are handled through our Customer Service Center. The number is 645-7470.

My bill can't be this high. Can you send someone out to check for leaks?

Our Customer Service Center will be able to help you with your high bill. The number is 645-8270. Representatives are available to take your call Monday through Friday 7:00 a.m. to 6:00 p.m.

Where can I make a payment?

Pay Online @ here
You can also make payments at the Department of Public Utilities’ Public Office at 910 Dublin Road, Columbus, Ohio, 43215. The Public Office is open from 7:30 a.m. to 5:00 p.m. The Columbus City Treasure will also process your payment. The City Treasurer is located in City Hall at 90 West Broad Street and is open from 8:00 a.m. to 4:30 p.m.
However, if your door has been tagged for nonpayment, you must call 645-8270 to stop termination of water service.

How do I get a discount on my bill when I fill my pool?

Unfortunately, there is no discount for water or sewer when you fill a pool, unless you have already installed an auxiliary sewer meter. The Sewer Customer Service office can give you more information on auxiliary sewer meters. The number is 645-8164.

For questions about your bill:

Our Customer Service Center will be able to help you. The number is 645-8270 & is available Monday through Friday from 7:00 a.m. to 6:00 p.m.

One of your employees damaged my vehicle/house. How can I get it fixed?

Our claims officer will want to talk to you about the damage. The number is 645-6261.

One of your crews was out here and my sidewalk/driveway/yard needs to be repaired. When are you sending them back to finish?

How long ago was the crew at your property?
Normally, the crews need to wait 6 weeks (or longer in winter weather) to allow the ground to settle before they can make repairs to your sidewalk/driveway/yard.
If it has been in excess of 6 weeks...
Our Distribution office can help you. Their number is 645-7788

I caused a hydrant to be knocked over, how do I set up arrangements to pay for the damage?

Our Sales Office can assist you with those arrangements. Their phone number is 645-6261.

I have a plumber waiting to backfill; can you send someone out to inspect the repairs?

For a newly constructed property:
Our Sales Office can arrange that inspection. Their phone number is 645-7330.
For existing properties:
Our Customer Service Center will be able to help you with that inspection. The number is 645-8270. Representatives are available to take your call Monday through Friday 7:00 a.m. to 6:00 p.m.

Do you know if you will be raising your rates next year/soon?

Our Fiscal Office proposes any changes in rates. The number is 645-6272.

I have no hot water. Can you send someone out?

If you have cold water and no hot water, there is water to the property and the problem is with your hot water heater. You may want to check the valve on the hot water tank or check to see if the circuit breaker has tripped.

If you have no water, neither hot nor cold, our Customer Service Center can check to see if there is an outage in your area. Their number is 645-8270. Representatives are available to take your call Monday through Friday 7:00 a.m. to 6:00 p.m.

Where do I need to come to pick up bid specs?

For the Division of Power and Water, bid specs are available at 910 Dublin Road in the Supply and Distribution Office. The number is 645-7100.

I need to get my boat inspected. Who do I need to talk to?

Our Watershed Management Office can assist you with that inspection. Their phone number is 645-1721.

There are kids out playing in water that is coming from a fire hydrant.

You will want to notify the police of the unauthorized hydrant use. The Columbus Police non-emergency number is 645-4545. Also, our Distribution Shop will want to get more information, please call them at 645-7788. NOTE: There may be times (extremely warm weather) when the Columbus Division of Fire will open hydrants to allow children to cool off in the water. When they authorize the opening of hydrants, there is normally a press release to that effect.

I need to have someone pick up an appliance, furniture, etc. at the curb.

You'll want to arrange that with the Division of Refuse Bulk Pick-up. The number to call is 645-8774.

There is a leak in my yard. Can you send someone out to fix it?

Many times, a leak in the yard will be a leak on the property's plumbing line and the owner is responsible for the repair. But, if you'd like to have someone out to inspect the leak, our Customer Service Center can arrange that for you. The phone number is 645-8270. Representatives are available to take your call Monday through Friday 7:00 a.m. to 6:00 p.m.

There is a leak in the street at my house (or other location). Can you send someone to repair it?

Our Distribution Maintenance Office will need to get more information from you. Their number is 645-7788.

My water meter is leaking. Can you send someone to repair it?

Our Customer Service Center will want to get more information. The number is 645-8270. Representatives are available to take your call Monday through Friday 7:00 a.m. to 6:00 p.m.

The valve just before my meter is leaking. Can you send someone to repair it?

The valve before the meter is part of the house's plumbing. A plumber will need to make that repair for you. If you need us to turn off the water for your plumber, you may call our Customer Service Center at 645-8270. Representatives are available to take your call Monday through Friday 7:00 a.m. to 6:00 p.m.
If you aren't able to determine where the water is coming from, out Customer Service Center can arrange for an inspection. The number is 645-8270.

Someone just hit a fire hydrant and water is gushing out.

Our Water Distribution Dispatcher will want to speak with you and get more information. The number is 645-7788.

I've got water backing up in the drain through my basement.

The Sewer Maintenance office will want to get more information from you. The number is 645-7102.

Can you send someone to read my meter?

Our Customer Service Center schedules meter reading service calls. The number is 645-8270. Representatives are available to take your call Monday through Friday 7:00 a.m. to 6:00 p.m.

Can you send someone out to install a meter?

Is this for a newly built property? Our Customer Service Center will be glad to schedule your new meter set. The number is 645-8270. Representatives are available to take your call Monday through Friday 7:00 a.m. to 6:00 p.m.

Is this for an existing property where the meter is missing? Our Sales Office will be able to discuss your options with you. Most customers need to come into the Sales Office and purchase a new meter. The number is 645-7330.

Is this for a property where the meter is on the floor? Our Customer Service Center will be glad to have that meter installed for you. The phone number to arrange that is 645-8270.

My inside meter is reading differently than my outside meter. What does that mean?

Our Customer Service Center will be able to help you. They will determine if a repair is needed. The number is 645-8270. Representatives are available to take your call Monday through Friday 7:00 a.m. to 6:00 p.m.

Why is my tap water rusty?

There may have been a change in pressure in the line due to hydrant flushing, a fire, turning on a valve, etc... The Water Quality Assurance Lab may have additional information about the rusty water. The number is 645-7691.

Why is my tap water cloudy?

There could be many reasons for cloudy water. The Water Quality Assurance Lab will want to talk with you. They can answer your question. The number is 645-7691.

Why does my tap water taste funny?

Our Water Quality Assurance Lab will be able to assist you with concerns about the taste of your water. The number is 645-7691

Why does my tap water have white particles?

Our Water Quality Assurance Lab will be able to assist you with concerns about the taste of your water. The number is 645-7691.

For questions about water hardness, nitrate and/or lead levels or about water quality:

Our Water Quality Assurance Lab will be able to assist you with concerns about the taste of your water. The number is 645-7691.

Why does my tap water have an odor?

Our Water Quality Assurance Lab will be able to address any of your concerns about an odor in your water. The number is 645-7691.

Where does my water come from?

Go to Water Distribution and view a map of each plant’s service area with a description of the water source for the customer’s location.

What do you use to treat the water?

View the Water Treatment process here This site provides a general description of our water treatment process.

How do I find out the water levels and the temperature of the reservoirs?

Reservoir elevations are published on the last page of the Columbus Dispatch Metro Section. We do not monitor reservoir temperatures.

What are the horsepower/speed limits for the reservoirs?

These rules vary by reservoir and zones. Click here, click on City Codes, click on Title 9, click on Chapter 921, click on the Vessel and Operations Section for the reservoir of your choice.

Where can I obtain a dock/stake permit and how much does it cost?

Dock & stake permits are administered by the Recreation & Parks Department. They can be contacted at 645-3337.

How do I reserve a shelter house? Do they have electricity? How much does it cost & where do I pay?

Shelter houses are administered by the Recreation & Parks Department. They can be contacted at 645-3337.

Why is the water so low at Griggs/O’Shaughnessy? Can’t we pump water in them?

These are water supply reservoirs. When they are not overflowing only enough water is released from them to meet the demand of our customers. When demand (outflow) exceeds inflow the water levels of the reservoirs recede. They can only be replenished by adequate precipitation.

Is my vessel permitted on the reservoirs?

These rules vary by reservoir. Go to www.ci.columbus.oh.us, click on City Codes, Click on Title 9, click on Chapter 921, click on the Vessel and Operations Section for the reservoir of your choice.

Where do I obtain more information about Sewer Overflows?

Please click here to learn more...

How is the BWARI Capital Improvement Project being funded?

The Columbus Division of Sewerage and Drainage is funded through customer sewer bills, not from general fund city income taxes. Sanitary sewer capital improvement projects are typically financed by low-interest construction loans obtained through the Ohio EPA and the Ohio Water Development Authority.

Will this project raise sewer rates?

Sanitary sewer rates were increased the past few years and future increases are likely. This is due to the need to fund various capital improvement projects citywide to solve wet weather problems in the aging system. These rate increases also will be passed along to the contracting suburbs.

Why use tunneling construction instead of open trench construction?

Due to the depth of the trunk sewer (approximately 60 feet), trenching would require open excavation hundreds of feet wide, which would have greater environmental impact, residential disturbance, noise and dust. Open trench construction also would require dewatering, which likely would have had a major impact on area wells.

Will water have to be pumped during the tunnel construction?

No. In the original plans presented in 1997, a proposal to dewater the tunnel and the probable effect on area wells was discussed. The construction method was changed to incorporate earth pressure balance (EPB) technology, which will not require dewatering and should have no effect on area wells.

Will the tunneling process be safe for residents in the project area?

Construction crews will take all appropriate precautions to prevent risk to area residents. However, as on any construction site using heavy equipment, dangers do exist. Any exposed project area will be clearly marked and fenced with restricted access. Parents should keep children away from construction sites and heavy equipment.

Will construction activity be visible?

Because of the nature of the underground tunneling process, construction activities will only be visible at shaft sites. The sites will be fenced and screened to minimize noise and visible activities.

Why is this project necessary?

The BWARI project is necessary to improve sewer capacity and storage capabilities for the Columbus wastewater collection system during periods of wet weather. The project also is necessary to address wet weather sewer overflows and is part of an agreement Columbus made with the OEPA to address that issue. Furthermore, this project will pave the way for future sewer improvements needed in eastern Columbus to alleviate water-in-basement sewer back-ups.

Will my house be served by the BWARI project?

Only those structures currently being served by centralized collection sewers will continue to be served.

Will I be required to annex to Columbus because of this project?

No. Annexation will not be required because of this project.

Can I, or will I be required to, tap into this sewer?

No. A 60’ deep tunnel interceptor sewer is not designed for homeowner connections. Only future shallow sanitary collection sewers extended from the shaft locations would be capable of accepting homeowner connections. Homes and businesses currently being served by centralized sewer service will continue to be served. If you currently do not have sewer service, you will not be required to tap into this sewer. Contact your local governing authority for questions on possible future sewer tap-in availability.

What if my well water supply or water quality is adversely impacted by the project?

The project was designed to avoid well water impacts. However, in an unlikely event, personnel will be available 24 hours a day, seven days a week to handle emergency calls from anyone experiencing water problems. Prior to construction, we will establish a 24-hour information line to address questions. If your property is affected, an immediate emergency supply of water will be provided in the interim while permanent solutions are evaluated.

Would I be charged for the emergency water in the unlikely event it becomes necessary?

No. Temporary taps or emergency supplies for normal residential water consumption will be provided at no charge.

Will the tunneling process be safe for residents in the project area?

Construction crews will take all appropriate precautions to prevent risk to area residents. However, as on any construction site using heavy equipment, dangers do exist. Any exposed project area will be clearly marked and fenced with restricted access. Parents should keep children away from construction sites and heavy equipment.

What type of noise will the tunneling process create around the project site?

As with any type of construction project, there will be some noise. To reduce noise at homes near the project site, we will limit hours of operation and require that the contractor provide sight and noise barrier fencing.

Will the BWARI project help my basement flooding problem?

The project will help reduce wet weather sewer overflows and eventually reduce flooded basements due to sewer back-ups along the Big Walnut, Blacklick and Alum Creek basins (eastern Columbus and Franklin County).