BALTIMORE, MD — Customers of Baltimore City water who have delinquent accounts are strongly encouraged to restore their accounts to good standing in the next few days, especially if the account is two billing cycles past due with a balance greater than $250.

These accounts may be subject to turn off. DPW conducts turnoffs from April 1 through October 31, and has already begun notifying customers whose accounts are subject to turnoff.

If customers cannot bring their accounts into good standing, they should contact the Customer Support and Services Division of the Baltimore City Department of Public Works (DPW) at (410) 396-5398 to seek an account review or inquire about a payment agreement.

Customers will have their water service restored within 24 hours of the Department of Finance Collections Section receiving the payment or arranging a payment agreement with Customer Support and Services Division of the Baltimore City DPW. Payments are processed Monday through Friday.

DPW turns off water service only after notifying the customer of the delinquent bill, and of the eligibility for turnoff. Notifications are made to the property’s owner of record and the occupant of the property. Commercial properties, multiple-unit properties, and government properties are all subject to turnoffs, as well as residential properties, for customers in the City and in Baltimore County.
Turning off water service is a last effort to recover money owed by all customers, large and small. About 23,000 accounts are eligible for turn off, representing more than $40 million in uncollected revenue. If this money is not recovered, it has to be made up by the majority of customers who do pay their bills.

Stopping water service also prevents delinquencies from becoming unmanageable and keeps City properties from becoming eligible for tax sale.
DPW offers assistance for eligible low-income families and senior citizens in the City who may struggle to pay their water bills. City customers should call Customer Support and Services at (410) 396-5398 for details on these programs. And customers with an account under review – whether for a pending adjustment, meter inspection, informal conference, or similar reason – will not be subject to turnoff.

Other reasons why a delinquent account would not be turned off include having the property in bankruptcy or the tax lien certificate sale, having a payment agreement in good standing or an agreement with the Law Department, or if the customer has a properly documented serious medical condition.

Residential customers subject to turnoff will be issued at least one delinquent notice and – when their balance is over $250 and two billing cycles past due – a turn-off notice that includes the anticipated turn-off date.

Commercial, government, and multi-unit customers will also have at least two attempts made by Customer Support and Services Division staff to contact the manager or official in charge of payment for the account using a means other than U.S. mail. All communications, and attempts at communications, will be documented.