Residents Can Report Water Emergencies via Illinois American Water’s Online Platform

Belleville, Ill. (Feb. 16, 2021) —Illinois American Water encourages residents in the company’s service areas to report water emergencies via the company’s website at, eliminating the need to make a phone call. The “Report Emergency” button located at the top of the home page allows anyone to report an outage, leak, or other water emergency. Customers can also report an emergency at their residence via the online customer portal, MyWater.

Even without a MyWater account, anyone can report an emergency that is not at a specific residence, such as a fire hydrant leak or a water main break in the street.

“We’re committed to providing exceptional customer service and offering a variety of communication channels to meet our customers’ needs,” said Beth Matthews, vice president of operations. “When our customers experience a water service outage or other water emergency, we know they need to reach us quickly and may not want or be in a position to pick up the phone. By providing an online platform to report emergencies, customers can notify us of a water service outage or emergency within minutes.”

All Illinois American Water customers are encouraged to establish an online account through the company’s MyWater portal. In addition to being able to report a water emergency, this platform allows customers to track water usage, see real-time alert notifications for their service area, set up paperless billing, pay bills online and more. Customers must have a MyWater account and log in to the account to report a water service outage or emergency at their residence.

Customer service representatives are also available at 800-422-2782 to assist customers M–F, 7 a.m.–7 p.m. and 24/7 for emergencies.

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. For more information, visit and follow Illinois American Water on Twitter and Facebook.


About American Water

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 7,000 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to 15 million people in 46 states. 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 and follow American Water on Twitter, Facebook, and LinkedIn.

Media Contacts

Karen Cotton

External Affairs Manager