Posts Tagged ‘COVID-19’

May 5, 2020

Can’t Pay? Let’s Talk.

updated May 4, 2021

Des Moines Water Works understands this remains a difficult time for many customers.

The availability of safe water supply is critically important to the public health of our community, especially under unprecedented circumstances such as these. Water supports healthcare professionals and many essential businesses during a pandemic. And proper hand-washing is an important step in curbing community spread of COVID-19.

We want to balance sensitivity to our customers’ situations with sustaining utility operations. Customers who struggle to pay their bill can call DMWW at (515) 283-8700 to discuss payment options.

It is very important for customers who receive a termination notice and are struggling to pay their bill to call DMWW at (515) 283-8700.  DMWW customer service representatives are experienced in working with customers to discuss available options, like payment arrangements or connecting customers with other resources.

Payment arrangements are a collection assistance program that DMWW offers at all times to eligible customers. Customers must honor their commitment to pay or communicate when they are unable to do so in order to remain eligible for this assistance.

Another option for those whose financial situation has changed as a result of COVID-19 may be from
IMPACT Community Action Partnership. IMPACT is administering rent and utility assistance through the Emergency Rental (+Utility) Assistance Program (ERAP) to residents of Polk County. Des Moines Water Works tenant customers must be able to demonstrate a COVID-related impact to their household income that has affected their ability to pay their utility bill and have a past due balance in order to qualify for this assistance. Payments through the program will be made directly to Des Moines Water Works and applied to the applicant’s account. The program requires an online application at For more information, call IMPACT at (515) 777-7644.

For both owner and tenant customers, IMPACT is also administering general utility assistance funding that is not contingent on COVID-19 income loss. Call IMPACT at (515) 518-4770.

Customers with delinquent balances should be aware their service could be terminated unless they have called to make arrangements with a customer service representative.  

At this time, Des Moines Water Works’ General Office remains closed to the public. In-home customer service visits and backflow inspection visits are temporarily suspended, unless an emergency.

While walk-in customer service is temporarily suspended, Des Moines Water Works offers a variety of opportunities for your payment and customer service needs:

  • Phone:  Please call (515) 283-8700, and a Customer Service Representative is available to assist you Monday-Friday from 7:30 am to 5:00 pm. Pay by electronic check (no fee) or debit/credit card ($2.75 convenience fee).
  • Online Account:  Login to online account to pay by recurring credit card, direct pay or electronic check (no fees) or debit/credit card ($2.75 convenience fee).
  • Drop Box:  Place bill stub and payment in the payment drop box located at 2201 George Flagg Parkway.
  • Mail:  Mail bill stub and payment to PO Box 9227, Des Moines, Iowa 50306-9227.
  • Pay Stations:  Customers may make monthly payment at most local HyVee and Wal-Mart stores. The pay station may charge a fee for this service; however, these fees are not collected by Des Moines Water Works.
Posted by: Laura Sarcone 4 Comments
Labels: , , , , Posted in About Us, Customer Service, Uncategorized April 13, 2020

Des Moines Water Works’ Response to COVID-19


The water we deliver to your tap is safe to drink.

Des Moines Water Works’ multiple-barrier approach and traditional disinfection methods used to meet state and federal drinking water regulations require treatment to remove or kill pathogens, including viruses. The COVID-19 virus has not been detected in drinking water.

On any given day, Des Moines Water Works’ state certified laboratory conducts 50 to 60 tests on our various source waters and another 150 to 200 tests to ensure the highest quality of water is produced.

The laboratory doesn’t just test for federally regulated contaminants, we also take great pride in monitoring and testing for emerging and unregulated threats so that we can stay ahead of potential health risks.

Des Moines Water Works has plans in place to handle variety of emergency situations and pandemics.

Des Moines Water Works was one of the first water utilities in America to begin sequestering critical staff at its water treatment plant as part of our response plan to the COVID-19 pandemic.

The plan was created by staff over 10 years ago for situations just like we are experiencing today.

Beginning in late March, Des Moines Water Works sequestered employees at each of our three water treatment plants for two weeks at time.  The critical staff includes operations, maintenance, repair, controls, supervision, and regulatory compliance employees to ensure a continuous supply of safe and reliable water to serve Central Iowa during these unprecedented circumstances.

During this time, please remember the following:

  • Our General Office remains closed to the public.
  • In-home customer service visits and backflow inspection visits are temporarily suspended, unless an emergency.
  • Please log-in to your online customer account at or contact a Customer Service Representative at (515) 283-8700 to assist you with payment.
  • And because proper sanitation is important to curb community spread of the virus, Des Moines Water Works will temporarily suspend service termination for delinquent accounts.
  • While the General Office is closed, customers can continue to make payments. Customers can contact us to make a pay arrangement so their water is not terminated immediately when the suspension is lifted.

Des Moines Water Works field crews will continue maintaining and repairing the infrastructure that supports the water system, including responding to main breaks and planned improvement projects.

Water you can trust for life. It’s not just our motto, it’s our mission that guides everything we do when it comes to providing over 500,000 Central Iowans safe, affordable and abundant drinking water straight to their tap.

So have a glass water. Wash your hands. Stay home. Thank an essential worker. We’re all in this together. And together, we are #DSMStrong.

Many in the community have asked how to express appreciation for our Water Workers. Take a moment to write or draw your #ThankAWaterWorker.

You can scan or take a picture of your note and e-mail to [email protected] or mail to 2201 George Flagg Parkway, Des Moines 50321.

Posted by: Laura Sarcone 1 Comment
Labels: , , , Posted in About Us, Value of Water