Independent Baltimore water guide: WaterDepartmentGuide.org is not operated by, affiliated with or endorsed by Baltimore City Government. This page explains Baltimore City Department of Public Works water and wastewater services using official City information. Water-main conditions, rates, assistance eligibility and billing procedures can change. Verify urgent or account-specific information directly with Baltimore DPW.
Baltimore Water Department Services, Customer Programs & Phone Numbers
2026 Baltimore City DPW water customer guide
Pay a Bill, Report a Main Break or Get Baltimore Water Assistance
The agency commonly searched as the Baltimore Water Department is part of the Baltimore City Department of Public Works. The DPW Bureau of Water and Wastewater operates the regional water system, while Customer Support and Services handles water-billing questions.
For a water-bill investigation, unusual bill, meter question, account problem or payment-assistance question, call 410-396-5398 or email DPW.Billing@baltimorecity.gov.
For a water-main break, no-water complaint, leaking public line or another water-service issue in Baltimore City, report the problem through 311. Customers outside Baltimore City who receive Baltimore water can use 410-396-5352 for service reporting.
Start here
Baltimore Water Department Quick Facts
Customer Support & Services
Use this division for bill investigations, meter/billing questions, account assistance and water-bill support.
Water & Wastewater
DPW maintains treatment plants, distribution mains, sewers, pumping facilities and other regional water infrastructure.
More Than Baltimore City
Baltimore’s water utility serves a regional system extending into surrounding counties as well as Baltimore City.
Bill/account problem → 410-396-5398. Water flowing in the street, no water or suspected main break → 311. Need a low-income bill discount → 410-396-5555.
Save time
Baltimore Water Department Phone Numbers
| Need | Phone / Contact | Use It For |
|---|---|---|
| Water-bill investigation | 410-396-5398 | High bills, billing questions, meter investigations, account issues |
| Water billing email | DPW.Billing@baltimorecity.gov | Written billing/account questions |
| Water billing payments | 410-396-3000 | Listed in the City’s 2026 DPW directory for water billing payments |
| Water main / service concern in City | 311 | Water flowing in street, main break, no water, public water problem |
| Outside-City Baltimore water customer | 410-396-5352 | Water-service reporting for customers outside Baltimore City |
| Bureau of Water and Wastewater | 410-396-3500 | General bureau contact |
| Utility Maintenance | 410-396-7870 | DPW Utility Maintenance Division |
| Utility Maintenance — Sewer | 410-396-0230 | Sewer maintenance division |
| Water4All | 410-396-5555 | Water-bill affordability discount questions |
| PromisePay | 410-779-9808 | Flexible interest-free past-due payment plans |
Walk-in billing help
Baltimore Water Billing Office Address & Hours
Abel Wolman Municipal Building
200 Holliday Street, First Floor, Room 8
Baltimore, MD 21202
Billing phone: 410-396-5398
DPW-listed walk-in hours:
Monday–Friday
8:30 a.m.–4:30 p.m.
Use the customer-support location for water-billing questions and qualifying in-person assistance.
Open MapBring the Account Information
- Water account number
- Service address
- Property owner/customer name
- Current water bill
- Relevant payment confirmations
- Leak/plumbing documentation if disputing usage
- Photo ID when applicable
Calling first can prevent an unnecessary trip if the issue can be handled online or by email.
Billing
How to Pay a Baltimore City Water Bill
Online
Search the official City system using an 11-digit water account number or service address.
Customer Portal
Use the DPW portal to monitor consumption, billing and paperless account options.
Pay by Check
Use the return envelope/address printed on the current City water bill and include the correct account information.
Pay in Person
DPW bill-payment guidance identifies the Abel Wolman Municipal Building at 200 Holliday Street for qualifying walk-in payments.
Online lookup steps
-
1
Open Baltimore’s official Water lookup
Use CityServices.BaltimoreCity.gov rather than a third-party water-payment website.
-
2
Enter the 11-digit account number
If you do not know it, the City also provides a service-address search.
-
3
Match the address exactly
The City advises entering the service address as it appears on the top portion of the bill and using abbreviations such as N, W, St and Dr.
-
4
Review the account and amount due
Check that the service address and account are correct before making payment.
-
5
Save payment confirmation
Keep proof of payment, especially when the balance is past due or service is at risk.
Search using account number or the service address printed on the bill.
Monitor usage
Baltimore DPW Water Customer Service Portal
The DPW Customer Service Portal gives customers tools beyond a basic one-time payment.
Water Usage
Review available water-consumption information to spot unusual changes before the next bill becomes a surprise.
Paperless Billing
Customers can enroll in paperless billing to access bills digitally.
Account Management
Use the online account environment for qualifying billing and account functions.
When water usage rises suddenly, check toilets, service lines, faucets and other plumbing rather than waiting for several billing cycles.
Official customer portal for Baltimore water accounts.
Affordability
Baltimore Water4All Discount Program
Water4All is Baltimore City’s water-bill affordability program for qualifying residential households.
Who may qualify?
Name on Water Bill
Qualifying Baltimore City homeowners whose name appears on the DPW water-billing account can apply.
Tenant Pays DPW Directly
A qualifying tenant whose name is on the water account and pays the City directly can apply.
Name Not on Bill
Some tenants not named on the DPW bill can still qualify when the lease clearly makes them responsible for separate water/sewer costs and required documentation is provided.
The Water4All eligibility page currently gives an example that a 4-person household earning less than $66,000 annually may meet the income portion of the program. Eligibility still depends on the full program requirements.
How to apply for Water4All
-
1
Check initial eligibility
Enter household income, household size and Baltimore City ZIP code through the official eligibility check.
-
2
Gather required documents
Prepare the income, account, tenancy or ownership documentation required for your applicant type.
-
3
Apply online, by mail or with assistance
The City provides online applications, paper applications and help through Community Action Partnership centers.
-
4
Keep your Water4All reference ID
The ID can be used to return to an application or check application status.
-
5
Watch the account for the credit
The City’s FAQ says it may take up to approximately three months after application before a credit appears.
Eligibility check, application, FAQs and application status.
Past-due bills
Baltimore PromisePay Water Payment Plans
DPW promotes PromisePay for Baltimore City residential, multifamily and commercial customers who need to pay past-due water and sewer balances over time.
Interest-Free
The City’s current program materials describe PromisePay plans as interest-free.
Flexible
The program is designed to spread qualifying past-due balances across manageable payments.
Avoid Escalation
DPW describes participation as a way to keep water service active and avoid additional financial consequences when the plan is maintained.
Water4All reduces qualifying household water costs through an affordability credit. PromisePay creates a repayment plan for qualifying past-due balances. A customer may need to ask about both.
Bill does not look right
Baltimore Water Billing Disputes & Customer Advocacy
Baltimore law establishes an Office of Water-Customer Advocacy and Appeals within DPW to help provide a neutral problem-solving process for water/wastewater billing disputes and Water4All-related disputes.
Before disputing a high bill
- Compare the current bill with prior consumption
- Check the meter-reading details
- Check for running toilets
- Check for private plumbing leaks
- Save plumber invoices and repair records
- Save photos if a leak was discovered
- Keep payment confirmations
- Write down dates of calls with DPW
The Baltimore City Code provides customer-advocacy and appeal procedures for qualifying water and wastewater billing disputes, including disputes involving service cutoffs or Water4All determinations.
Request billing help or an account investigation before assuming the charge cannot be reviewed.
Effective July 1, 2026
Baltimore City Water & Sewer Rates in 2026
Baltimore’s Board of Estimates approved multi-year utility rate adjustments. The rate schedule effective July 1, 2026 reflects the FY2027 step of that approved schedule.
| Bill Component | July 1, 2026 Rate |
|---|---|
| Account Management Fee | $5.79 per bill |
| Water Volumetric Rate | $4.86 per Ccf |
| Sewer Volumetric Rate | $14.37 per Ccf |
| 5/8″ Water Infrastructure Charge | $17.52 per month |
| 5/8″ Sewer Infrastructure Charge | $16.51 per month |
| Stormwater — Tier 1 Residential | $5.05 |
| Stormwater — Tier 2 / 1 ERU | $7.70 |
| Stormwater — Tier 3 Residential | $15.25 |
One Ccf is 100 cubic feet of water, approximately 748 gallons.
The approved rate materials show a planning example of approximately $167.90 per month for a 5/8-inch meter using 6 Ccf, including the example’s account management, water, sewer, stormwater and Bay Restoration components. Your actual bill can differ.
Fixed account, water infrastructure, sewer infrastructure and other applicable charges can remain even when consumption is low.
Water, sewer, stormwater and infrastructure charges approved for FY2025–FY2027.
Street leak / no water
How to Report a Baltimore Water Main Break
DPW’s 2026 guidance says unusual water flow or a suspected main break should be reported to 311 so crews can investigate.
Possible Public Main Break
- Large amount of water flowing in a street
- Water bubbling through pavement
- Multiple nearby properties lose water
- Sudden widespread pressure drop
- Street surface begins undermining or collapsing
Could Be Something Else
- Private leaking service line
- Running hydrant
- Stormwater runoff
- Private plumbing failure
- Localized meter/service issue
-
1
Keep away from unstable pavement
A significant underground leak can undermine streets or sidewalks.
-
2
Call 311
Give the exact street address, intersection or nearest identifiable location.
-
3
Describe what you see
Say whether water is flowing, bubbling through pavement, flooding property or causing loss of pressure.
-
4
Save the service-request number
Keep the 311 case number so you can follow up if conditions worsen or service remains unavailable.
Unexpected charge
High Baltimore Water Bill: What to Check First
Running Toilet
A continuously running toilet can consume substantial water without creating an obvious visible leak.
Private Service Line
An underground leak between the meter/service connection and the building can cause large consumption increases.
Meter / Billing Question
If consumption cannot be explained, Customer Support and Services can investigate account or meter concerns.
High-bill checklist
- Compare current usage with previous months
- Check toilets for silent leaks
- Inspect faucets and outdoor spigots
- Check basement piping
- Look for wet ground along service-line route
- Check whether property was vacant
- Review meter-reading dates
- Save plumber or repair documentation
- Call 410-396-5398
- Ask whether a meter investigation or bill adjustment review applies
An unresolved leak can continue adding usage every day. Fix the physical problem while separately asking DPW to investigate the billing issue.
Lead & Copper Rule
Baltimore Service Line Partnership & Lead Pipe Check
Baltimore City and Baltimore County operate one regional water system and jointly maintain the Baltimore Service Line Partnership to identify water service-line materials.
Check Your Address
The Partnership inventory can identify locations where service-line material is known or still needs confirmation.
Self-Report Unknown Material
Customers at properties with unknown service-line material may be asked to inspect the line where it enters the property and submit results.
Call 311
Baltimore City customers with questions about the service-line inventory can call 311.
How the City’s identification guide distinguishes pipe material
| Material | Scratch Appearance | Magnet |
|---|---|---|
| Copper | Copper / orange | Does not stick |
| Galvanized | Dull gray | Sticks |
| Lead | Shiny silver when scratched | Does not stick |
| Plastic | Matches plastic pipe surface | Does not stick |
DPW’s lead-reduction guidance says boiling does not remove lead. For drinking and cooking, use cold water and follow the City’s current flushing, filter and plumbing guidance when lead exposure is a concern.
Inventory, service-line identification instructions and current lead-reduction resources.
Drinking water
Baltimore Water Quality Reports & Treatment
DPW publishes an annual drinking-water quality report with regulated contaminant results, treatment information, source-water information and customer resources.
Annual Report
Review the current Consumer Confidence / Water Quality Report for the most recent annual compliance data.
Report Quality Concern
Baltimore City customers should call 311 when they have a drinking-water service or quality concern.
Plant Tours
DPW currently advertises free filtration-plant tours for customers, students, businesses and interested groups.
Annual drinking-water results plus customer-service resources.
Basement sewage backup
Baltimore Sewer Backup Cleanup & Reimbursement Programs
Some City assistance programs depend on the cause of the backup. Do not assume every basement flood qualifies for the same program.
Sewage Onsite Support Cleanup
The SOS Cleanup Program provides qualifying Baltimore City residential customers with cleaning and disinfection after a sewage backup caused by a capacity-related wet-weather event.
- Drying affected rooms
- Cleaning / disinfection
- Removal of qualifying contaminated materials
- No additional cleanup charge to eligible customer
Basement Backup Expedited Reimbursement
The City’s active reimbursement program can provide up to $5,000 per dwelling unit, per qualifying event for reasonable documented cleanup, disinfection and disposal costs from eligible wet-weather sewage backups.
- Keep invoices
- Keep cleanup receipts
- Document the event
- Report the backup promptly
The SOS program specifically covers qualifying sewage backups caused by wet-weather sewer conditions; it is not the cleanup program for flooding caused by a broken water main.
Check current eligibility and cleanup instructions after a qualifying sewage backup.
Homeowner responsibility
Private Water & Sewer Service Line Protection
Damage between the City’s public main and the private property can involve sections of service pipe for which the homeowner may be responsible.
Water Service Line
Normal wear, corrosion, soil movement or other failures can create private service-line repair costs.
Sewer Service Line
Private sewer laterals can develop blockages, breaks and other failures separate from problems in the public sewer main.
DPW has communicated an optional private protection program offered through American Water Resources. Enrollment terms, exclusions, renewal pricing and coverage should be reviewed directly before purchasing.
Choose the right program
Baltimore Water Customer Programs at a Glance
| Program / Service | Best For | Start Here |
|---|---|---|
| Water4All | Income-qualified water affordability assistance | 410-396-5555 |
| PromisePay | Past-due balance paid over time | 410-779-9808 |
| Customer Support & Services | High bill, meter investigation, account questions | 410-396-5398 |
| Water-Customer Advocacy & Appeals | Qualifying billing / affordability disputes | Begin through DPW billing assistance |
| Baltimore Service Line Partnership | Checking water service-line material | Service-line inventory / 311 |
| SOS Cleanup | Eligible wet-weather sewage backup cleanup | Report to 311 |
| Basement Backup Reimbursement | Eligible documented sewage cleanup costs | DPW sewer assistance program |
| 311 Water Service | Public leak, main break, no water or water-quality concern | 311 |
Decision guide
Which Baltimore Water Program Should You Use?
“My regular bill is too expensive.”
Check Water4All eligibility.
“I already owe a large past-due balance.”
Ask about PromisePay and Water4All.
“The bill is much higher than my actual use.”
Call 410-396-5398 and request billing/account investigation.
“Water is pouring into the street.”
Report the suspected main break through 311.
“Sewage backed up during heavy rain.”
Report it through 311 and ask about SOS / reimbursement eligibility.
“I don’t know whether my service line contains lead.”
Use the Baltimore Service Line Partnership inventory and survey.
Common searches
Baltimore Water Department FAQs
What is the Baltimore Water Department customer service phone number?
What number do I call for a Baltimore water main break?
Where is the Baltimore water billing office?
How do I pay my Baltimore City water bill online?
What is Baltimore Water4All?
What is Baltimore PromisePay?
What are Baltimore’s water and sewer rates after July 1, 2026?
What should I do if my Baltimore water bill is unusually high?
How do I find out whether my Baltimore water service line is lead?
Does Baltimore help clean up sewage backups?
Official resources
Baltimore Water Department Official Resources
Baltimore DPW
Department news, utilities, public notices and program information.
Water Bill Lookup
Search the official account system by water account number or service address.
Customer Portal
Water consumption, account tools and paperless billing.
Water4All
Eligibility check, application, FAQs and application tracking.
Water Quality Report
Drinking-water results, treatment and customer resources.
Service Line Partnership
Lead service-line inventory, identification and reporting resources.
City Water Code
Billing, customer rights, rates and Water-Customer Advocacy rules.
SOS Cleanup
Support after qualifying wet-weather sewage backups.
2026 DPW Directory
Official Department of Public Works phone numbers and service contacts.