BALTIMORE, MD — Due to several days of sustained cold temperatures, the Baltimore City Department of Public Works (DPW) has experienced an unusually large volume customer service requests (CSRs), with nearly 5,000 water-related calls logged in the City’s CSR system within the last seven days.
 
“DPW crews are working hard to address the back-log of customer service requests, especially those related to water outages,” said DPW Director Rudolph S. Chow, P.E. “We want these issues fixed as soon as possible and are adjusting our workforce schedules and assignments and securing new equipment."
 
The water-related CSRs have primarily reported no water, exterior water leaks, and water in basement.
 
The number of CSRs started to climb on Sunday, February 15, when area temperatures dropped below the freezing mark, with 432 CSRs logged into the system. Area temperatures did not start to rise significantly until Sunday, February 22, when 491 CSRs were received.
 
The days with the highest volume of CSRs were Monday, February 16(1,218 CSRs), Friday, February 20, (1,365 CSRs), and Saturday, February 21 (783 CSRs).
 
With a low of 3 degrees predicted for late tonight, Monday, February 23, water customers are urged to prepare now for what could be more disrupted water service ahead.
 
Let the Pipes Drip
 
The Baltimore City Department of Public Works has been providing simple hints for winter preparedness, including:
 

• Always keep on hand a three day supply of bottled water; one gallon per person per day.
• Let a thin stream of cold water run from a basement faucet. The stream should be a continuous flow, about the thickness of a pencil lead. This water can be caught in a bucket and used later as laundry or dish water.
• If your pipe is frozen, gently warm it with hot air from a blow dryer at the point where it enters your house.
• Be sure you know the location of the water shutoff valve in your home. Check it periodically to ensure it works properly.
• Be sure to shut off water to outside faucets.
• Periodically monitor your sump pump. A frozen drain pipe could result in a flooded basement.
• Insulate pipes in unheated parts of your house. Be especially alert if you have had frozen pipes in the past.

The Utility Maintenance Division of DPW’s Bureau of Water and Wastewater has gone to 12-hour shifts in order to provide round-the-clock coverage for main breaks. Workers in the Bureau’s Meter Shop have been temporarily assigned to investigate reports of customers without water. Contractors have been called in to provide quick assistance as necessary. But even this extended workforce has scrambled to keep up with the elements.
 
Customers in the City who find themselves without water should call 311 to report the outage. Customers in Baltimore County should call 410-396-5352 to report disrupted service. If the problem is a frozen or broken pipe on the customer’s property, it is up to the customer to call a plumber for assistance. Customers in the City may also consider buying a private water line protection plan, such as that offered at www.BaltimoreServiceRepairs.com