City of East Palo Alto

Our municipal water originates from the San Francisco Regional Water System (SF38S), operated by the Bay Area Public Utilities Commission (SFPUC). The primary source is spring snowmelt flowing down the Tuolumne River into Hetch Hetchy Reservoir.

This naturally protected water source has received an exemption from filtration requirements by the US EPA and State Water Resources Control Board's Division of Water. The water undergoes several treatment processes including:

• Ultraviolet light and chlorine disinfection
• pH adjustment for corrosion control
• Fluoridation for dental health
• Chloramination to maintain disinfectant levels while reducing byproduct formation

1. What should I do if I have a question about my water/sewer bill?
   Please contact the Water Billing Office at 978-671-0954 during regular business hours with any billing inquiries. Additional information is available on the Water Billing page.
2. Why do I have low water pressure or no water pressure?
   Pressure issues typically result from distribution system disruptions such as main breaks, hydrant flushing, or recent firefighting activities. Sediment in your water meter could also be responsible. Contact the Water Division at 978-671-0957 during regular hours with concerns.
3. How do I report a water main break?
   Call the Water Division at 978-671-0957 (staffed 24/7) with your name, address, phone number, and the break location.
4. If I have no water, why is this happening and what should I do?
   Water outages typically indicate a main break in your area. Service has been temporarily suspended for repairs. Utility companies must mark their underground equipment before repairs can begin, which may take several hours. Please call 978-671-0957 to confirm a break in your area.
5. Why do I have brown water?
   Brown coloration usually comes from naturally occurring iron and manganese minerals that oxidize when mixed with chlorine disinfectant. This can affect laundry and plumbing fixtures. Distribution system changes like increased flow, main breaks, or firefighting can also cause discoloration. Rust-removing laundry products are available at the Water Treatment Facility (270 Treble Cove Road) and Water Billing Office (365 Boston Road).
6. How do I have my water line marked?
   Contact the Water Division at 978-671-0957 during regular hours with 48-72 hours advance notice. Service may be delayed during water emergencies.
7. How do I have my water service shut off?
   For construction or seasonal shutdown, contact the Water Division at 978-671-0957 during regular hours with 48-72 hours notice. Emergency situations may delay service.
8. Where do I purchase a water meter or remote contact pad?
   Visit DPW Administration (Room G11 in Town Hall) Monday through Friday, 8:30 a.m. to 3:30 p.m., or call 978-671-1313.
9. Where can I get indoor/outdoor water conservation kits?
   Available at the Water Treatment Plant (270 Treble Cove Road) during business hours or the Water Billing Office (365 Boston Road). Outdoor kits are distributed at April's Health and Recreation Fair, and indoor kits at Yankee Doodle Weekend.
10. Where does the city's municipal water come from?
    The municipal supply is drawn from the Concord River and treated at the Water Treatment Plant on 270 Treble Cove Road.
11. What is the town water pressure?
    Pressure varies by location, season, and system conditions—reaching up to 120 psi in some areas. If this causes problems, consider hiring a plumber to install a pressure-reducing valve after your meter.
12. What is the hardness of the town's water?
    Hardness varies seasonally, averaging 40-75 milligrams per liter (mg/l), or 4.3 grains per gallon.
13. How do I read my water meter?
    Learning to read your meter helps detect leaks, monitor usage, and verify your bill. View the "How to Read Your Meter and Check for Leaks" information form.
14. How do I protect my water meter from freezing in winter?
    Ensure your meter receives adequate heat during cold periods. If located in a closet, keep the door open and area unobstructed. For crawl space installations, ensure proper insulation from the elements.