Customers are also encouraged to ensure their contact information is accurate should they need to be contacted during a water service emergency
BELLEVILLE, Ill.--(BUSINESS WIRE)--Illinois American Water reminds homeowners of steps to take to prevent
water damage from frozen and burst pipes. Customers are also encouraged
to ensure their contact information is accurate to receive important
water service information should weather impact water service.
According to Mike Smyth, vice president of operations, Illinois American
Water has invested in water main replacements across the state to
decrease main breaks, but weather can still be a factor. He said, “Every
year we invest between $70 and $100 million to upgrade our water
infrastructure. This includes replacing many miles of water main across
the state to enhance service and decrease water main breaks. That being
said, cold weather can impact our infrastructure. This is why it’s so
important we can reach our customers should a water emergency occur.”
During water service emergencies, Illinois American Water contacts
customers either through in-person notification, door hanger or a
customer notification system called CodeRED. CodeRED is a high-speed
customer notification system which contacts customers via phone, phone
and text, or email based on customer preferences. Customers are
encouraged to log on to the company’s web self-service portal My Account
to enter their contact information and preferences. Customers who do not
have Internet access can contact the customer service center at
800-422-2782 to update their contact information.
Landlords are required to pass along alerts to their tenants. Tenants
can also download the free CodeRED Mobile Alert app at www.ecnetwork.com/coderedmobilealert
to receive location-specific notifications on their smartphone. They
will receive Illinois American Water alerts and public safety
information sent by local organizations using CodeRED.
If a customer sees a leak, their water service is disrupted or they
experience low pressure, they should contact the company’s 24/7 customer
service center at 800-422-2782 to report an emergency. For general
inquiries, customers can call between 7 a.m. to 7 p.m.
Customers are also reminded to take critical steps to protect their
in-home plumbing and water meters during frigid weather. Illinois
American Water encourages residents to take the following precautions.
When temperatures are below freezing customers
Allow a small trickle of water to run overnight to keep pipes from
freezing. The cost of the extra water is low compared to the cost to
repair a broken pipe. Illinois American Water also encourages
customers to capture the water for wise water use. The water can be
used to water indoor plants and more.
Open cabinet doors to expose pipes to warmer room temperatures to help
keep them from freezing.
Eliminate sources of cold air near water lines by repairing broken
windows, insulating walls, closing off crawl spaces and eliminating
drafts near doors.
Know the location of their main water shut-off valve. If a pipe
freezes or bursts, shut off water immediately.
Protect pipes and water meters. Customers can wrap exposed pipes with
insulation or use electrical heat tracing wire; newspaper or fabric
might also work. For outside meters, they should keep the lid to the
meter pit closed tightly and let any snow that falls cover it. Snow
acts as insulation so customers should not disturb it.
If pipes freeze customers should:
Shut off the water immediately and not attempt to thaw frozen pipes
unless the water is shut off. Freezing can often cause unseen cracks
in pipes or joints.
Apply heat to the frozen pipe by warming the air around it, or by
applying heat directly to a pipe. Customers can use a hair dryer,
space heater or hot water. Space heaters should not be left
unattended, and customers should avoid the use of kerosene heaters or
Once the pipes have thawed, water should be turned on slowly and pipes
checked for cracks and leaks.
When customers are away they can:
Have a friend, relative or neighbor regularly check their property to
ensure that the heat is working and the pipes have not frozen.
Purchase a freeze alarm for less than $100. The alarm will call a
user-selected phone number if the inside temperature drops below 45
According to Smyth, by taking these steps customers are also protection
their local water team. He says, “By simply running a thin stream of
water, especially overnight when temperatures drop significantly, and
taking other precautions, customers can help prevent frozen pipes and
meters. This prevents unnecessary no water calls which require our team
to visit a premise.”
In addition, the Company is taking steps to limit cold weather exposure.
Smyth says, “There is nothing more important to Illinois American Water
than ensuring our team is safe, therefore we are conducting emergency
work only at this time and doing all we can to keep our colleagues
inside. Should our team have to respond to a main break, we have
processes in place to limit work and provide our team with proper
protective clothing and equipment.”
More cold weather tips can be found here - https://dnnh3qht4.blob.core.windows.net/portals/5/Documents/IL_WinterWeather.pdf?sr=b&si=DNNFileManagerPolicy&sig=OTI4BeBgebh%2BS06%2BRWUU8KNZiPvS07WjCrG6bm1wQxY%3D.
About Illinois American Water - Illinois American Water, a
subsidiary of American Water (NYSE: AWK), is the largest investor-owned
water utility in the state, providing high-quality and reliable water
and/or wastewater services to approximately 1.3 million people. American
Water also operates a customer service center in Alton and a quality
control and research laboratory in Belleville.
With a history dating back to 1886, American Water is the largest and
most geographically diverse U.S. publicly-traded water and wastewater
utility company. The company employs more than 7,100 dedicated
professionals who provide regulated and market-based drinking water,
wastewater and other related services to over 14 million people in 45
states and Ontario, Canada. American Water provides safe, clean,
affordable and reliable water services to our customers to make sure we
keep their lives flowing. For more information, visit amwater.com
and follow American Water on Twitter,