Frequently Asked Questions

The Utility Department uses a machine called an aquatech to jet the mains with high water pressure. This machine is also used to unblock any obstruction in the line that may cause a backup. 

To help prevent sewer main or lateral issues please do not dispose of household grease, diapers, wipes or anything other than toilet paper into toilets. 

If you are experiencing a sewer backup please call the utility superintendent at 260-414-9097 and a service crew will come and inspect the sanitary sewer main in your area. They will contact you and let you know if it is the city's problem or the home owners problem and advise you on the situation. 

Water is checked weekly at various sample sites throughout the city. Samples are sent to a lab for testing with results faxed back within a day. All results are posted in the Consumer Confidence Report that is published yearly. 

Almost every home or business has a main water shut off valve, usually located by a hot water heater or basement. If water needs shut off at the curb box please call the Water Office at 260-748-7050. 

Depending on the severity of the break a customer could be without water for a few hours up to a full day. 

If there is a water main break in your area there will be a temporary stoppage in your water service until the repair has been completed. 

Most water leaks occur from a running toilet. Once all toilets have been checked and you still believe there is a leak, please contact the water office at 260-748-7050 to set up a service appointment. 

A backflow preventer can prevent waste water backups into a home due to the municipal system becoming fully charged due to an event such as heavy rain, or a blockage in the sewer main. You may be in need of this device if you have had flooding issues in the past, live in a tri-Ievel or home with a basement, or an area prone to backups. Please call a local plumber for more information on installation and maintenance of backflow preventers.

Potential water main breaks should be reported to the Utility office at 260-748-7050. 

A number of things can cause low water pressure check faucet screens for blockage, make sure valves are completely in the on position. 

There are various reasons for strange smelling or cloudy which is not uncommon. If you run your water for a few minutes this will usually remedy the problem. 

After a storm event the Utility Department will pick up branches and debris if it is placed at the curb of your property. Crews will not go into yards to pick up any debris. 

The city has free compost available at the Utility Maintenance Facility at the dead end of Summit Street. It can be loaded for you during business hours or hand loaded by yourself after hours. 

Sump pump inspections can be made by calling the Utility department at 260-748-7056. 

The New Haven utility process to start water service for a new customer requires gathering information to record on the Request for Service:

• Property Address
• Name of property owner
• Date of Birth
• Telephone number
• Purchase or Rental property
• Date of closing/date of possession

A deposit is collected after closing has occurred, usually within the first week of service. This deposit is refunded to the customer after 24 months of on time payments.

New Customers

New customers need to set up their trash service through the contracted provider. Currently, Republic Services holds the city contract for all residential trash and recycling. They can be reached at 800-876-9001. This service is not billed by the City of New Haven but directly by Republic Services to the customer.

The outgoing customer, or seller, is required to call to request a final read date so water service can be taken out of their name. This date usually coincides with the new customer's move in date. At this time a forwarding address is added to the account for mailing the final bill. If a deposit is still remaining on the seller's account, the deposit will be refunded after the final bill has been paid to a $0 balance.

Trash Providers

The seller will also need to call the trash provider to stop their trash service and billing, Republic Services, at 800-876-9001.

Water could be off for the following reasons:

• An account was never established
• Non-payment
• Water main break