LEAK REPAIR PROCESS

Fixing a major broken water line isn’t easy. Austin Water works to minimize disruptions with a leak repair process:

1. Leak Report – Austin Water’s Dispatch Center takes leak reports made to 512-972-1000, 24-hours a day, 7 days a week. Online leak reports are responded to during normal business hours.

2. Service Request – A service request is created and sent to an Austin Water technician. If the report was sent via the online form, you will be sent an email with a service request number.

3. Leak Investigation – The technician will investigate the leak; confirm the location, size and nature of the leak, and alert traffic control crews if the leak requires rerouting traffic. Pinpointing the source of a leak can be tricky; sometimes acoustic listening devices are used.

4. Customer Impact Assessment - To repair a leak or broken water line, crews often have to shut the water off to the broken line. Before Austin Water shuts the water off, we assess the impact on the surrounding homes, businesses, schools and hospitals. Valve crews work to isolate the break and reroute water  to minimize the impact to the community.

5. Leak Repair - Repair crews are on standby 24-hours a day to repair broken waterlines and leaks.

After the repair is completed, Austin Water will turn the water back on, fill in the hole and temporarily repair the road or sidewalk. Permanent repairs are made through the City of Austin’s Public Works Department.

BILL ADJUSTMENTS

For information about High Water Bill Adjustments, Water Leak Bill Adjustments and more, visit the High Water Bill Options page.

RESOURCES

• Water Leak Response Map
• Online Leak Report Form
• Austin Water Shut Off Map
• Frequently Asked Questions - Water Leak Bill Adjustment