Frequently Asked Questions

Every employee, including meter readers, has an identification badge that states the name of the Company along with the employee’s name. Safety of our employees and customers is of the utmost importance to us. If you are not certain a person is from our Company, please contact Customer Service with the name of the employee and your location. Our representative will be able to confirm whether work is being done at your location.

Customer Service - 609-989-3055

Billing Options and Bill Payment

• You have not paid your bill.
• You have not allowed Trenton Water Works to read or repair your meter.
• Emergencies or health and safety violations have occurred that threaten water quality. When this occurs, Trenton Water Works will notify you.
• Your customer application is found to be based on a false identity or false information.
• When there is a water main break in your area the main may be shut down to isolate the emergency. Most interruptions to water service are fixed within six to eight hours.
• Sometimes service terminations at the owner’s request.  Service will be terminated upon written request from a property owner provided that the account in question is delinquent and the tenant is the account customer that is responsible as per their respective lease agreement.

• Trenton Water Works does not get involved in tenant and landlord disputes.  You will have to consult with an attorney and/or contact the Small Claims Court.
• For residential tenancies where the landlord is responsible for payment, service will not be terminated for properties in the City.   If service has been terminated, service will be restored upon TWW, Billing Office receiving proof of tenancy, such as a lease indicating that the landlord is responsible for water and/or sewer charges.

Meter readings indicate how much water is being used in a time period. If your bill indicates the reading is an "estimate," contact the Call Center (609-989-3055) to have Trenton Water Works obtain an actual meter reading. Estimated billing only occurs when your meter cannot be read due to severe weather, an inoperable remote reader, or an inaccessible meter. New Jersey State law requires Trenton Water Works to obtain an actual meter reading at least once every six months. When charges are estimated, unnoticed plumbing leaks could remain undetected, resulting in wasted water and increased charges once a reading is eventually done.

There is not any late penalties for late payments at this time.  Water will be shut off if the respective account is delinquent.  However, Trenton Water Works will charge a restoration fee ($84.00) to turn the Water back on.

Trenton Water Works offers a 10% discount to customers if they are receiving a discount on their tax bills as senior citizens, veterans, or disabled persons. The same discount applies to widows of senior citizens, veterans, or disabled persons. (The discount applies only if bills are paid in full on or before the due date.)

A moratorium will be granted for 60 days upon completion of a Medical Emergency Application.  State regulations and City Ordinance provide that two (2) conditions must be met.  (1) The Trenton Water Works is provided a reasonable proof of inability to pay; and, (2) The Attending Physician’s written statement must be submitted prior to shut off date. 

If you need your water turned on, simply contact the water billing office at 609-989-3055. If you need your water turned off, call the same office and ask to have a final reading for your meter.

• A Final reading must be obtained for all transfers of property ownership or change in account customer information.  A Final reading must be obtained for all tenancies when the tenant is to be the individual responsible for the water and/or sewer charges.
• In order to schedule an appointment for a final reading, please contact Customer Service at (609) 989-3055.

• The balance must be paid in full before service can be restored to a property which had been vacant.  In the event a landlord places a tenant in a property which had been vacant and had no service, service can not be restored until the entire balance is paid, or an Installment Agreement is made to alleviate the balance.
• A new owner must arrange for a final reading and have the settlement agent pay the entire balance from the settlement proceeds before service can be restored to a previously vacant property.  In all cases a Service Restoration Fee will be assessed.

For additional information regarding water billing, please call 609-989-3055.

Contact the Water Emergency Services at 609-989-3222.

Naturally occurring minerals (primarily iron and manganese) flowing with the water are typically to blame for water discoloration. These minerals, which are heavier than water, settle in water pipelines when water usage is low — especially during winter months. When the water flow and pressure through the water pipes increases again (due to irrigation, construction, etc.) the minerals are stirred up and flow out of your faucets when you turn on the tap. Water utilities frequently attempt to minimize water discoloration by “flushing out” their systems on a regular basis.

If discoloration occurs, run the COLD water at one faucet for about 5 minutes, and you should see the water clear. (Running the hot water pulls from the water heater, which could make the problem worse.) If the water fails to clear after 5 minutes, wait for a few hours and again try running only the cold water. If the water is still discolored, contact your water supplier, who will look at the issue more closely. Even if you are in an apartment or don’t pay your water bill directly, it’s important to notify the water utility of any potential problem.

North American water systems have added fluoride, a naturally occurring element, to their water supplies since 1945 to help prevent tooth decay. Since that time, child cavity rates have been reduced by 20-40% where fluoridation has been implemented according to the American Dental Association.

The fluoridation of drinking water is recommended by the ADA, the American Academy of Pediatrics, the U.S. Public Health Service and the World Health Organization. In fact, the CDC proclaimed fluoridation to be one of the top ten greatest public health achievements of the past century because of its contribution in the decline in tooth decay.

Fluoride's effect is topical. It keeps the tooth enamel strong by preventing the loss of important minerals.

According to the CDC, “Bacteria in the mouth produce acid when a person eats sugary foods. This acid eats away minerals from the tooth’s surface, making the tooth weaker and increasing the chance of developing cavities. Fluoride helps to rebuild and strengthen the tooth’s surface, or enamel. Water fluoridation prevents tooth decay by providing frequent and consistent contact with low levels of fluoride. By keeping the tooth strong and solid, fluoride stops cavities from forming and can even rebuild the tooth’s surface.”

Customer satisfaction and high quality water is of the utmost importance to us. As such, we actively monitor and treat our water supply and actively flush our lines to keep the impact of these elements minimal. Sometimes unplanned events such as a water main break or sudden opening of a fire hydrant may cause these elements to be more noticeable. We recommend turning on a faucet and letting the water run until the water is clear.

As water travels from the source to your tap, it's exposed to potentially harmful contaminants such as dirt and bacteria. To properly treat your water and ensure it's safe to drink, we utilize a chlorine disinfectant which kills bacteria and viruses and provides a protective residual. It is required by the EPA (Environmental Protection Agency) in order to disinfect water before it is distributed to homes and offices. Our operators monitor chlorine levels for safety on an ongoing basis - small traces of chlorine in your water are not harmful.

Disconnect and drain outdoor hoses

Detaching the hose allows water to drain from the pipe so an overnight freeze doesn't burst the faucet or the pipe it’s connected to.

Insulate pipes or faucets in unheated areas

It's best to wrap all water pipes in unheated areas (such as the garage, attic or crawl space) before temperatures plummet. You can find pipe wrapping materials at any hardware or building supply store.

Consider installing "heat tape" or "heat cable"

Install "heat tape" or similar materials on all exposed water pipe (i.e. exterior pipe, or pipe located where the temperature might drop below freezing). It is relatively easy to install and can be found at your local hardware or building supply store. Be sure that you use only UL-listed products and follow the manufacturer's instructions carefully.

Seal off access doors, air vents, and cracks

Winter winds whistling through overlooked openings can quickly freeze exposed water pipes. DO NOT plug air vents used by your furnace or water heater.

Most faucet’s aerators have a screen at the bottom designed to filter out sediment. This screen can occasionally become clogged with mineral deposits, which restrict water flow. Simply unscrewing the aerator and cleaning the screen usually corrects the problem. Replacement screens are available at most hardware stores. If you are still experiencing a low water pressure issue, or the low pressure is not isolated to one faucet, please contact Customer Service at 609-989-3222.

609-989-3081 (M-F, 7:00am to 3:30pm). After hours: 609-989-4000

You may call the following 609-989-3081 between 7:00AM and 3:30PM. After hours: 609-989-4000.

City crews will be dispatched to assess the situation. If it is determined that no blockage or restrictions exist in the City's sanitary sewer system, the property owner is advised to contact a professional plumber or drain cleaning service to have the private sewer service inspected. The City cannot make a recommendation for drain cleaning services. A property owner may wish to obtain several estimates.

Property owners should be aware, if the problem is in the private sewer line, property owner is responsible for clearing any blockage in the service line between the home and the City sanitary sewer system at the curb. This includes debris and tree roots. The property owner is also responsible for cleaning and repairing any damage done to the property by the backup. If you are concerned about the possibility of a sewer backup and want to ensure that you are covered, the City urges you to check with your homeowner’s insurance company regarding the availability of sewer backup insurance.

Cooking oil should be poured into a heat-resistant container and disposed of in the garbage after it cools, not down the drain. Some people assume that washing grease down the drain with hot water is satisfactory. This grease goes down the drain, cools off, and solidifies either in the drain, the property owner's service, or in the sewer main. When this happens, the line eventually clogs.

Paper towels, disposable diapers, and feminine products cause many problems in the property owner's service as well as in the City main. These products do not deteriorate quickly. They become lodged in portions of the service and main, causing sewer backups. These products should be disposed of in the garbage.

Do not connect french drains, sump pumps, roof gutter drains, or foundation drains to your sanitary sewer service. It is illegal and will cause debris and silt to clog your service line. Consult a plumber to correct any illegal connections.

The continual flow of nutrient-filled water found in sewer pipes attracts tree roots. Roots growing along pipes exert significant pressure on pipes. These roots may push into and around gasket connection points which may expand and break seals. Root infiltration can cause a blockage to the service resulting in sewage backup in your home and damage to your property.

1. The conventional method of removing roots by a professional drain cleaning service involves cutting or tearing of roots to solve an immediate problem or stoppage, but this method does not retard the growth or destroy the roots outside the pipe. This is similar to pruning the bushes and shrubs surrounding your residence.
2. An annual chemical root control program is an effective preventive maintenance measure. A product that foams with the addition of water is the most effective means of coating the roots and pipe surfaces. These products may be purchased from your local hardware store or home center.

If you use a sump pump in your basement, it is illegal to drain the water into the basement sanitary sewer drain or laundry tub. Sump pumps must be discharged outside of the house to the yard or drain way that will prevent the water from draining directly to the street.

Dial 811 or 1-800-272-1000, New Jersey One Call.

Be sure to have all documentation that verify you are the proper home owner or tenant that is occupying the property. (Example: Lease/Deed, State ID) Bring information into Trenton Water Works located at 333 Cortland St, Trenton NJ  08638.

Inspect your water meter.  Look for things like wetness around and under water meter.

From left to right.

Radio Meter Reading uses radio waves to transmit information about your water usage. This allows a TWW employee to read your meter without entering your home.