Posts Tagged ‘stop box’
June 13, 2012Customer Advisory Council – We Want You!
Des Moines Water Works (DMWW) strives to deliver programs and options that are valued by our customers. Two of the biggest concerns we hear from residential customers relate to leaks in service lines and inoperable stop boxes. Customers are responsible for maintaining their water service line, including the stop box, and when a service line or stop box needs repaired, the cost to repair is often significant and unexpected. For many customers, this can be devastating to the family budget.
To provide customers an option, Des Moines Water Works has recently requested proposals from service providers to offer a service line warranty program to our customers. DMWW has committed to performing all the due diligence to ensure the program is cost-effective, offers full coverage without “small print exclusions,” and is overall, in our customers’ best interests.
We would like to invite residential customers to participate in a Customer Advisory Council to review DMWW’s recommended provider and program and provide feedback. The time commitment is approximately one hour. If interested, please email Amy Kahler, Director of Customer Service and Marketing, at kahler@dmww.com. Take this opportunity to help shape an important program for Des Moines Water Works’ customers!
Sharing the Responsibility for Quality Water Service
Des Moines Water Works (DMWW) provides water to its customers and maintains the water mains required to deliver water to homes and businesses. DMWW also owns the water meter used to measure consumption. Property owners are responsible for the connection (tap) to the water main and the piping (service line) that carries water from the main to the meter. The property owner is also responsible for protecting and providing access to the water meter. When a problem occurs, DMWW staff will assist the property owner in determining the cause of the problem and the appropriate course of action.
What is a stop box?
The stop box houses the valve used to turn the water service on and off to a property. It is usually located in the public right of way. DMWW requires that the stop box be operable at all times.
Who owns the stop box?
The property owner owns the stop box and is responsible for its repair.
How does the stop box operate?
To operate the stop box, a long key is placed inside the housing and lowered onto the valve to turn the water service on or off. Sometimes, due to age or damage, the stop box does not operate, requiring repair.
Why is the stop box operated?
DMWW will operate the stop box:
- to terminate service at the owner’s request when a property is sold.
- to cut water service for internal plumbing repairs.
- at a rental property to discontinue water service when the tenant is moving.
- when a customer fails to make timely payment on their water bill.
Sometimes a stop box needs to be repaired. What are the reasons for repair?
- When the stop box is too high or too low. The top of the stop box should be level with the ground.
- If the stop box is located under concrete or asphalt, a repair must be made so that the stop box is accessible.
- If the housing for the stop box becomes bent and the key cannot be lowered into the housing.
- If the rod is loose in the stop box and does not connect to the valve.
- When the valve does not operate.’
Who will make the repairs?
DMWW is not licensed to make plumbing repairs and we recommend that you contract the services of a licensed plumber. If you do not make repair arrangements, DMWW will contract the services of a plumber and bill the charges to your account.
How much will it cost for repairs?
The cost will depend on the work required to make the repair.
What if my service line starts to leak?
Please notify DMWW if you notice water leaking and our representative will assist in determining the location of the leak. Sometimes it is difficult to determine the source of the leaking water as it follows the path of least resistance and does not always come to the surface right near the leak. Once located, the property owner will be notified to contact a licensed plumber to make repairs to the leaking service line.
What if my service line starts to leak and water is not coming to the surface of the ground?
During our routine leak survey of the distribution system, using electronic leak detection equipment, leaks are sometimes located that don’t come to the surface. Our leak detection personnel will attempt to determine the source of leaking water and inform you of its general location.
Who is responsible for the water meter?
The water meter is usually located in the basement or in a meter pit outside the building. The property owner is responsible for protecting the meter from freezing temperatures and providing access to the meter and meter reading equipment. The water meter is owned by DMWW.
If you need additional assistance, please call (515) 283-8771.
Who Owns What?
Des Moines Water Works (DMWW) provides water to its customers and maintains the water mains required to deliver water to homes and businesses. DMWW also owns the water meter used to measure consumption.
Property owners are responsible for the connection (tap) to the water main and the piping (service line) that carries water from the main to the meter. The property owner is also responsible for protecting and providing access to the water meter.
When a problem occurs, DMWW staff will assist the property owner in determining the cause of the problem and the appropriate course of action.
Stop Boxes
What is a stop box? The stop box houses the valve used to turn the water service on and off to a property. It is usually located in the public right of way. DMWW requires that the stop box be operable at all times.
Who owns the stop box? The property owner owns the stop box and is responsible for its repair.
How does the stop box operate? To operate the stop box, a long key is placed inside the housing and lowered onto the valve to turn the water service on or off. Sometimes, due to age or damage, the stop box does not operate, requiring repair.
Why is the stop box operated? DMWW will operate the stop box:
- To terminate service at the owner’s request when a property is sold.
- To cut water service for internal plumbing repairs.
- At a rental property to discontinue water service when the tenant is moving.
- When a customer fails to make timely payment on their water bill.
Repairs
What are the reasons for repair?
- When the stop box is too high or too low. The top of the stop box should be level with the ground.
- If the stop box is located under concrete or asphalt, a repair must be made so that the stop box is accessible.
- If the housing for the stop box becomes bent and the key cannot be lowered into the housing.
- If the rod is loose in the stop box and does not connect to the valve.
- When the valve does not operate.
Who will make the repairs? DMWW is not licensed to make plumbing repairs and we recommend that you contract the services of a licensed plumber. If you do not make repair arrangements, DMWW will contract the services of a plumber and bill the charges to your account.
How much will it cost for repairs? Stop box repairs range in cost, depending on several factors, such as which part of the box needs repaired, whether the box is in concrete, etc. Repairs can range in cost between $600 and $2,000. While boxes can become inoperable over time for many reasons, the best way to protect your box is to prevent it from unnecessary operation by keeping your account current.
Other Questions
What if my service line starts to leak? Please notify DMWW at (515) 283-8700 if you notice water leaking and our representative will assist in determining the location of the leak. Sometimes it is difficult to determine the source of the leaking water as it follows the path of least resistance and does not always come to the surface right near the leak. Once located, the property owner will be notified to contact a licensed plumber to make repairs to the leaking service line.
What if my service line starts to leak and water is not coming to the surface of the ground? During our routine leak survey of the distribution system, using electronic leak detection equipment, leaks are sometimes located that don’t come to the surface. Our leak detection personnel will attempt to determine the source of leaking water and inform you of its general location.
Who is responsible for the water meter? The water meter is usually located in the basement or in a meter pit outside the building. The property owner is responsible for protecting the meter from freezing temperatures and providing access to the meter and meter reading equipment. The water meter is owned by DMWW.
If you need additional assistance, please call (515) 283-8771.