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Jan 18

Improving Customer Service

Posted on January 18, 2019 at 9:07 AM by Kristy Bansemer

Safe, good quality water is an essential service we all need. We use it for almost every chore around our home, from cooking and laundry to yard work and taking care of pets. Whether you need water service turned on or restored, or need a repair done in your neighborhood, it’s important to get it done in a timely manner.

Our water utility operating hours have changed to better meet the needs of our customers. The new operating hours extend the daily repair and maintenance project schedules to improve our ability to provide timely responses to customers.

For example, a request to turn on water service received by 4:30 p.m. (Mon.-Thurs.) will be performed that same day. On Fridays, requests received by 12:30 p.m. will be performed that day. Previously, requests received after 3:30 p.m. were performed the following day. Also, the cutoff time for those disconnected for nonpayment is now 4:30 p.m. Mon.-Thurs. and 12:30 p.m. on Friday.

If you’ve ever had a water main break in your neighborhood, you know the importance of these water utility employees. They respond to calls anytime day or night and strive to maintain water service to your homes and businesses while repairs are being made. The work they do improves the quality of life in Derby. I am really proud of them.

Our customer service representatives at City Hall will continue to be available to help you from 7:30 a.m. to 5:30 p.m. Monday through Thursday and from 7:30 a.m. to 1 p.m. on Fridays. You can reach them at 788-1519 with any questions or concerns. You may also visit our website for more information at To report an after hours water emergency, call the Derby Police Department at 788-1557 for assistance in paging on-call staff.

Robert Mendoza
Director of Public Works

Published in the Derby Informer on Jan. 16, 2019.