To report a service problem, please call the HWU System Operations Center (SOC) at
Our phone is answered by a live person around the clock, 24/7/365.
We will send a crew to investigate the source of the problem. We will make repairs at no charge to the customer if the problem is on HWU’s side of the water meter or sewer tap.
If the problem is with the customer’s water supply and is on their side of the meter, we will shut off the water meter (if necessary) at no charge to the customer, and advise that the service of a licensed plumber is required.
If the problem is with the customer’s sanitary sewer and is on their side of the sewer tap, we will advise that the service of a licensed plumber is required.
By state plumbing code, HWU is not allowed to perform work on our customers’ property.