FAQ
Browse Frequently Asked Questions by Category
General Billing & Claims Your Home Water Quality Sewer Backup
General
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Customer service handles routine metering and billing inquiries Monday through Friday, between 8:30 a.m. and 4:30 p.m. and can be reached by calling 973-733- 6370, or contacting us online. You can also visit customer service at City Hall, located at 920 Broad Street in Room 117.
Emergency Maintenance can be reached 24 hours a day, 7 days a week, by calling Newark Water and Sewer's Emergency Call Center at 973-733-3654 or 973-733-3655 or 973-733-3656.
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Please contact our Newark Water and Sewer's Emergency Call Center at 973-733-3654 or 973-733-3655 or 973-733-3656 and provide as much information as possible (e.g., water is streaming, gushing, intersecting streets). An inspector will be dispatched to investigate your concerns.
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Storm drains are above ground open drainage ditches or below ground systems of pipes that collect and carry off rainwater. The locality in which the storm drain is located handles the installation, cleaning, and general maintenance of storm drains. If you observe any issues with a storm drain, please contact Newark Water and Sewer's Emergency Call Center at 973-733-3654 or 973-733-3655 or 973-733-3656.
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Manholes allow us to access our underground water and sewer infrastructure. Manholes are located in the street or in the Department's right-of-way. Our crews use manholes to clean the sewer and prevent overflow. Manholes allow us to operate water main valves when there are any main breaks.
Billing & Claims
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When circumstances such as inclement weather, an inaccessible or obstructed meter prevent Newark Water and Sewer from obtaining an actual meter reading, our computerized billing system will automatically generate an estimated bill. We will also estimate usage when there are questionable changes in current consumption compared to historical usage.
A residential customer's usage is estimated based on the household’s comparable usage. Commercial customer’s bills are estimated based on the previous occupants. If you have received an estimated bill, please contact customer service by calling 973-733- 6370.
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If a property owner wants to terminate their service due to vacancy or fire, the following steps must be taken:
1. Requests for account closure can only be made by the owner of record or an authorized agent for the owner; i.e., realtor, individual holding the power of attorney, etc.
2. The request, along with a copy of the owner's ID, must be submitted in writing via fax to 973- 733-4794, by email to waterandsewer@ci.newark.nj.us, mailed to 920 Broad Street, Room 117, Newark, NJ 07102, or made in person at our Billing and Customer Service Division at the above location. Please make sure to include a contact person's phone number in order for the Meter Department to schedule an appointment for meter removal to stop billing.
3. If the owner wants the meter to remain on the property, they must indicate so in their request and be aware that minimum monthly charges will continue although service has been terminated.
4. If the property has a fireline, this service will remain on and continue to be billed monthly even if the general use service has been turned off unless the owner requests the termination of this service. The owner must submit a letter to our office stating they will not hold the City of Newark liable for not having fire protection. The letter requesting termination of the fireline must also be submitted to our Maintenance Office at 239 Central Avenue before a fireline service is terminated.
5. Accounts with outstanding balances should be paid in full within 30 days of the request.
For further information, contact Billing and Customer Service at 973-733- 6370.
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Please contact customer service by calling 973-733- 6370.
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Residential and commercial customers can expect to receive a monthly bill from Newark Water and Sewer approximately every 30 days.
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Right now we do not offer paperless billing. We are working towards this goal!
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Please refer to the Payment Options page.
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Your billed charges are based on the amount of water that passed through the meter since the last billing period. However, sewer is not metered, and charges are based solely on your water consumption.
Your overall consumption is then divided by the number of days in the billing period to come up with the “actual daily consumption". Our incremental rate structure is designed to encourage and reward water conservation.
Newark Water and Sewer charges more for sewer service because wastewater treatment is more expensive and complicated.
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If water is used outside (i.e., landscaping, filling pools, car washes, power washes), be prepared for a higher Actual Daily Consumption (ADC) resulting in higher billed water and sewer rates.
Renting a fire hydrant meter could be what you need. When renting a fire hydrant meter, you will be charged $75 per day and have additional charges based on your water consumption and the outside water usage never returns to the public sewer for treatment.
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Please call Customer Service. Customer service can be reached Monday through Friday, between 8:30 a.m. and 4:30 p.m. and can be reached by calling 973-733- 6370. You can also visit customer service at City Hall, located at 920 Broad Street in Room 117.
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Yes, we will assess a fee if a check is not honored, your bank does not satisfy an electronic debit, or a credit card payment is not properly authorized. Additionally, a "cash only" status will be assigned to the account for six months. During that period, payments must be made via certified or bank check, credit or debit card, Western Union Quick Collect, or money order.
Your Home
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Prior to calling Newark Water and Sewer, please check the property’s main shut off valve to ensure it has not been accidentally turned off. If your main shut off valve is fully open and you do not have a past due balance, please contact customer service by calling 973-733-3874 (Monday to Friday 8am-5pm), for after hours please call 973-733-3655. If your account is past due, you will need to pay the delinquent balance and any fees in full prior to restoring your service.
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Please refer to the List of Approved Newark Water and Sewer Licensed Plumbing Firms.
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The “main valve” turns the water inside a property off. If you have an inside meter, check the valve near the meter. Typically, the main valve is usually located near the hot water heater or where the water service enters the property. If you have an outside meter it’s in the vault next to the meter.
To operate the main valve, turn it clockwise to the right (until it stops) to close, then turn it counterclockwise to the left (until it stops) to open. If you need the water turned off from the outside, contact Newark Water and Sewer. Newark Water and Sewer charges an emergency fee to turn the water off and a fee to turn the water on.
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Please contact Newark Water and Sewer's Emergency Call Center at 973-733-3654 or 973-733-3655 or 973-733-3656. We will investigate to determine the location of the leak (on or off property). The homeowner is responsible for the line connecting their Newark Water and Sewer's water main to their property line and all the pipes within the house. If the leak repair is the owner's responsibility, Newark Water and Sewer will confirm this in writing. If the leak is on the Newark Water and Sewer's water main, we will notify the homeowner and make repairs and restore the affected area to its original condition.
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It is a legitimate concern when you notice problems with water pressure in your home. Low water pressure can be caused by many things, including restricted pipes, closed main valves or individual fixture valves, and malfunctioning Pressure Reducing Valve (PRV). High pressure is when stronger than normal water flows from the spigots and can cause banging pipes, tripped hot water relief valves, and quick wear-out of washers.
A malfunctioning PRV can cause both high and low-pressure problems and maintenance is the homeowner's responsibility – in this case you may wish to contact a plumber for an inspection. If the "low flow" problem is found throughout the property, please call Newark Water and Sewer's Emergency Call Center at 973-733-3654 or 973-733-3655 or 973-733-3656.
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Several questions you might consider when trying to determine the possible cause of a sewer problem/stoppage are:
1. Is the problem with an individual fixture such as the kitchen sink? If so, you could try to clear the blockage yourself or contact a plumber/sewer drain cleaner.
2. Is the problem with a commode located above the lowest level of the building? If yes, you could try to clear the blockage yourself or contact a registered plumber/sewer drain cleaner.
3. Is the problem with the lowest facility (toilet, shower, or laundry tub) in the house/building? If yes, you should contact Newark Water and Sewer to investigate.
4. Is the service constantly backing up even when the occupants on the premises are not using the facilities? If yes, you should contact Newark Water and Sewer to investigate.
When a service is backing up only when the occupants are using their facilities, or the problem is not in the lowest level plumbing fixtures, we recommend contacting a registered plumber/sewer drain cleaner for assistance. If you are unsure, please contact Newark Water and Sewer for assistance.
Call Newark Water and Sewer's Emergency Call Center at 973-733-3654 or 973-733-3655 or 973-733-3656.
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Newark Water and Sewer is responsible for maintaining the Department's sewer mains. The lateral connections from the Department sewer mains to the house and all sewer pipes within the house or building are the homeowner’s responsibility.
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An obstruction in the water main or service line can cause sewer odor where gasses are trapped but a backup is not occurring. The gasses can escape through manholes or the drains in customers' homes or buildings. You should add approximately 2 cups of water to your floor drain. If the floor drain is dry, the sewer gas from the main or service can get into the house and cause an odor problem. Newark Water and Sewer will investigate if you find the odor in more than one fixture in your home. If this is the case you should contact Newark Water and Sewer's Emergency Call Center at 973-733-3654 or 973-733-3655 or 973-733-3656.
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There are a variety of reasons for sewer backups. In our area, one of the main causes is tree roots that enter at the joints of pipes or cracks in older pipe. Grease is also a concern since it can harden inside the sewer lines and collect resulting in stoppages and backups.
You can help by being careful with what you put down the drain. The following are items that should never be added to the sewer system: paper towels, diapers, grease, paints/solvents, chemicals, antifreeze, non-food oils, and any non-dissolvable item. It is important to deposit grease and food scraps into a can or the trash for disposal.
Water Quality
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You may contact a private laboratory for an individual analysis of your water, which you can find in the yellow pages. Newark Water and Sewer does not recommend specific laboratories and we do not do individual water analyses except to isolate or identify a system problem. We routinely test the water at specific sites within the distribution system. We do provide tap water analyses for the Water treatment plants as a part of our annual Consumer Confidence Reports (CCR).
If you have a water quality issue, please contact our Cedar Grove Laboratory at 973 239-4493.
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Our mission has always been to supply safe, clean water to our customers. We have a strong foundation of ongoing safety measures at Newark Water and Sewer: security at our facilities; round- the-clock monitoring of our distribution system; state-of- the-art security technology for our computer and operations systems; and extensive water quality testing of our water from source to tap.
Please be assured we are taking all appropriate steps to safeguard your water. Since 9/11, security has increased at all our facilities and our officers are on the highest alert, 24- hours-a- day, seven days a week. We also are closely coordinating with local and federal authorities.
You can help too. If you observe what you believe to be unusual behavior near any of our facilities, do not attempt to approach the subject(s). Please take note of as much information as is safely possible, such as the location, number of people and their descriptions, and the unusual activity. Then call 911 right away to report the information.
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Discolored water contains an accumulation of iron and manganese sediment from rusting cast iron pipes and buildup of chemical deposits on the pipes. Water steadily flowing at an even pace in one direction will not disturb these deposits. However, if the water suddenly flows very fast or reverses direction, sediment and deposits are stirred up, resulting in discoloration. While the water may not be aesthetically pleasing, it is safe to drink.
Causes:
Temporary increases in the water flow may disturb sediment.
Closed water main valves may disturb the water flow of nearby mains causing a temporary increase or reversal of flow stirring up sediment.
Fully opening a fire hydrant for firefighting purposes can cause a sudden increase in flow, which may temporarily cause discoloration.
New water mains might cause a change in established flow patterns and cause temporary discoloration.
Health Concerns:
Discolored water is generally safe to drink, however, individuals with compromised immune systems (such as cancer patients undergoing treatment, HIV positive individuals, transplant recipients, seniors, and infants), should take any precautions they would normally take with regular tap water and seek advice from their physician before consuming discolored water.
Newark Water and Sewer does not recommend using discolored water to do laundry. If clothing gets stained, immediately wash the clothes again using a rust remover product. This type of product is available in most supermarkets. For better results, do not let the clothes dry.
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A sewer back up occurs when something blocks the normal flow of wastewater from your house to the city’s sanitary sewer.
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The following factors can contribute to sewer backup:
Aging sewer systems
Too much rainwater or melted snow entering the sewer system at once
Broken or collapsed sewer lines
A cracked or deteriorated sewer lateral
Tree roots entering sewer lines
Blockage in city sanitary mains
Blockages in plumbing inside the building
Sump pump failure
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Don’t treat your toilet like a garbage can.
Throw grease and other clog causing materials in the garbage, not in the toilet or sinks.
Install a backflow valve.
Have a professional inspect your drains every few years.
ILLEGALLY DUMPING SEWAGE ONTO THE STREET IS ILLEGAL AND YOU WILL BE FINED
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Never pour fats, oils, celery, or coffee grounds down the drain, even if you have a garbage disposal
Avoid putting flushable wipes down the toilet
Never flush disposable diapers or hygiene products down the toilet
Use a hair catcher in showers and bathtubs
Never hook up gutters or downspouts to sanitary sewers
Have your sewer line cleared every 3-5 years to remove clogs and build ups
Have your sewer line inspected every 6-10 years to check for cracks and wear
Install floating backflow drain plugs in open floor drains
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Seepage on basement floor drains
A foul smell coming from your drains
Toilets aren’t flushing properly, and plunging doesn’t help
More than one drain in your house is clogged
When you use one piece of plumbing, and water backs up somewhere else
Bubbling after you flush a toilet or when a sink is trying to drain (happens multiple times)
All these are signs that a sewer back up is going to happen. If any of these things happen, call your plumber to have your drain cleaned out. If needed, contact the Newark water department to have an inspector clean out the main sewer line that is located in the middle of the street.
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After a sewer backup it is important to thoroughly clean and disinfect inside your home. Floodwater may contain sewage and germs. Direct exposure may infect your eyes, skin, stomach or intestines.
Do not eat or drink anything exposed to flood or sewer water.
Wear rubber boots, gloves and protective googles during clean up after a sewer backup.
Discard any clothing or household items that can’t be thoroughly cleaned, disinfected and dried.
Keep children, pets, and people with compromised immune systems out of contaminated areas until cleanup is complete.
Seek professional cleaning help for homes with extensive flood damage.
Wash your hands, body, boots, and clothing with soap and hot water after cleanup.
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Discard any items that cannot be cleaned and dried within 24-48 hours
Discard contaminated rug and carpet padding
Dry all cleaned areas and items quickly and thoroughly
Use a dehumidifier, fans, air conditioners to air out rooms and reduce odors
Extensive flooding damage may require cleanup and restoration by professionals