Customer Service
What we do
At Baltimore DPW, we strive to provide you with courteous, timely, high-quality service. We are here to help you with information about your water bill, water assistance programs, and other services and information about your water.
The Customer Support and Services Division is responsible for maintaining reliable metering and billing systems to accurately measure and bill your water consumption and to track receipt of payments for all billable services.
Our customer commitment
- We treat you with courtesy, honesty, empathy, and respect.
- Your questions are responded to promptly and followed up to completion.
- We will inform you of progress and send you updates about the status of your requests.
- We strive to provide clear, accurate, and consistent information.
- Our interactions with you should be simple, streamlined, and continuously improved.
- You should find it easy and convenient to access services and information, including billing charges, water usage data, and available assistance programs.
Pay Your Bill
Pay Online
The Customer Self-Service Portal allows near-real time access to your water consumption, billing and payment data, and account information.
Pay by Mail
While the DPW encourages you to consider paperless billing, you can receive a monthly billing statement by mail. Please send payments to:
DPW Customer Support and Services Division
200 Holliday St., Room 404
Baltimore, MD 2120
Pay in person
You can walk-in during our normal business hours to pay your bill in person. Please visit
DPW Customer Support and Services Division
200 Holliday St., First Floor, Room 8
Baltimore, MD 21202
Hours of operation:
Monday to Friday, 8:30 am to 4:30 pm
Contact us
Phone: 410-396-5398
Email: DPW Billing
Online:
Send us bill adjustment documentation
Need Help Paying Your Water Bill?
Baltimore Water Affordability Programs provides programs and information to help you make your water bill more affordable.
Visit the Affordability Portal to learn how we can help you with interest-free payment plans and flexible payment options and schedules
Questions about your Bill
Please have your account number and service address available.
Water billing information and assistance
Online: Water Billing Questions/Request Water Service
Report a Water Emergency or Issue
To report flooding, water leaks, no water, and other issues related to water supply and services, please call 311 or visit 311 online to connect with us.