Frequently Asked Questions about Missouri American Water
When is my bill due?
How can I pay my bill?
How can I get help paying my bill?
When you call, our customer service representatives will work with you on a plan to pay the balance of the bill over time. These payment arrangements require you to:
What is the ISRS charge on my bill?
Missouri American Water uses the ISRS program to replace aging waterlines more quickly, using a planned, systematic approach. In St. Louis County, we maintain more than 4,200 miles of water mains. Throughout our system, many of the older water mains are wearing out due to age and corrosion. The resulting water main breaks can cause service interruptions, damage to property and inconvenience to our customers.
ISRS allows Missouri American water to replace these aging water lines more quickly. We use a systematic approach – identifying the replacement projects with good cost/benefit opportunities.
How do I start and stop my water service?
Who owns the meter and the water line in my yard?
In Missouri American Water's St. Louis County operation, which includes part of Jefferson County, the customer owns everything except the water meter itself and the water main in the street or right-of way. The St. Louis County service line drawing illustrates some of the water system connections that are typically found in customers’ yards.
In the rest of our Missouri service areas, the customer owns the water line from the house to the meter. The meter and the water line connecting to the main line (pipes that bring water to your home) is the property of Missouri American Water.
Who do I call to get a water line location?
There’s a water leak in my yard. Who do I call?
In St. Louis County our Service Line Protection Program will help you cover the cost of qualified repairs to water service line breaks. This protection costs only one dollar per month and may save you thousands of dollars in repair costs. Our Customer Service Center representatives can help you apply for the program.
There’s a water main break in my street. What causes this? Who do I call?
Missouri American Water’s distribution system – the pipes that bring quality water to homes, hydrants and businesses – consists of thousands of miles of pipelines. Many were installed 50 to 100 years ago. Older pipes tend to break when the weather gets cold or when the ground is dry and shifting.
For many years Missouri American Water has proactively replaced aging pipelines – prioritizing the replacements based on the cost/benefit opportunities that these projects will provide. We invest in these important projects to make sure that future generations can count on reliable water service.
A water main break caused some damage to my property. Who do I call?
It’s important to know that the ground around the repair will need to settle for a period of time before the restoration begins. Allowing time for settling means that the restoration work can be done one time, without having to re-do the work after the ground has settled.
You may call our claims department about any damage issues at 314.996.2440.
How do I find out about the quality of my drinking water?
All eligible Missouri American Water treatment plants are members of the Partnership for Safe Water. The Partnership is a voluntary initiative developed by the U.S. Environmental Protection Agency (EPA), the American Water Works Association and other water organizations to recognize water suppliers who consistently achieve water treatment standards that surpass EPA regulatory requirements.
Where does my water come from? How is it cleaned?
Our water treatment plants are designed to effectively treat different water supplies, so each plant is a little different.