August 21, 2020

Customer Service Borough Offices

To ensure the safety of our customers during the COVID-19 public health emergency, our customer service borough offices in all five boroughs will reopen BY APPOINTMENT ONLY on August 24, 2020. To make an appointment, please call:

• Bronx: 718-466-8481
• Brooklyn: 718-923-2629
• Manhattan: 212-643-2201
• Queens: 718-595-3258
• Staten Island: 718-876-6802

Please be aware that you must have an appointment to enter our customer service offices and you must also wear a mask or face covering, as required by a New York State Executive Order. DEP has worked to minimize risks to both our customers and our staff by installing protective windows at all our counters and by discontinuing walk-in service to facilitate appropriate social distancing.

Paying Your Bill

• The Pay by Phone Service is available 24 hours a day by calling 866-622-8292. You must have your account number available to use this service.
• For alternate ways to pay your bill, visit How to Pay
• For general inquiries, call our customer services call center at 718-595-7000. Call centers operate Monday through Friday, from 9am–6pm.

If a customer cannot pay in full and wishes to enter a payment agreement to pay off outstanding water and sewer charges, they may contact us at 718-595-7890 or collectionsunit@dep.nyc.gov.

Customers who are having trouble paying their water bills should contact DEP’s Ombudsman at 718-595-6628 for assistance. We will not shut off water if a property owner is having trouble paying what’s owed.

Inspections and Repairs

DEP has resumed all indoor inspections including asbestos, leaks, meters, environmental compliance, backflow prevention, and noise. We, and our contractors, have also resumed all meter repairs and replacements.

We have worked closely with the NYC Department of Health and Mental Hygiene (DOHMH), the Department of Design and Construction (DDC), and our contractors to implement new protocols to keep both our customers and our staff safe during the on-going COVID-19 public health emergency.

What You Can Expect from Us:

• Face masks/coverings will be worn at all times.
• Inspectors will maintain social distancing to the greatest extent possible.
• Inspectors may wear shoe coverings, if requested by homeowner.
• Inspectors will be diligent and aware of common touch points and avoid as much as possible.
• Inspectors will wear gloves if the conditions require it.
• If possible, inspectors will use non-common entrances/exits, like a back door, to lessen contact with residents/customers.
• DEP, DDC, and contractor employees will be monitored and will be required to alert their supervisor if they have:
  • had a fever, cough, or shortness of breath within the last 14 days
  • traveled outside the US or to certain states within the last 14 days
  • been in contact with a person suspected or confirmed to be infected with COVID-19
  • been instructed to quarantine
• Every inspector has the right to leave an inspection if they feel unsafe.

What We Require from You:

• Face masks/coverings will be worn at all times by all people in the household/business.
• Maintain social distance to the greatest extent possible.
• Alert us if anyone in your household/business has:
  • had a fever, cough, or shortness of breath within the last 14 days
  • traveled outside the US or to certain states within the last 14 days
  • been in contact with a person suspected or confirmed to be infected with COVID-19
  • been instructed to quarantine
• Business owners must comply with their own safety plan, as required by New York State’s Executive Order.
• If a home or business owner prevents DEP from conducting a mandated or emergency inspection, we may need to take enforcement actions to protect public health and safety.

Water Shut Offs

DEP and the Department of Design and Construction (DDC) have resumed water and sewer infrastructure construction projects. Learn more about Water Shut Offs.

Meter and Hydrant Permits for Contractors and Licensed Master Plumbers

Contractors and Licensed Master Plumbers looking to make an appointment to request and/or pick up emergency and non-emergency* permits involving meters or hydrants, should call our Customer Service Borough Offices at:

• Bronx: 718-466-8481
• Brooklyn: 718-923-2629
• Manhattan: 212-643-2201
• Queens: 718-595-3258
• Staten Island: 718-876-6802

All non-emergency permit applications for meters and hydrants (application forms are available here) in all boroughs can also be emailed to queenspermits@dep.nyc.gov.

*Due to increased volume, please allow up to 14 business days for non-emergency permit processing. We will contact you via email when your permit is processed. If you do not receive a response within 14 days, please call the customer service borough offices.