New Customer Problem Reporter allows customers to flag service issues from any device

New Customer Problem Reporter allows customers to flag service issues from any device

We’re excited to announce a new tool for our customers – the Customer Problem Reporter! This online tool will let you quickly report issues with your water or wastewater service.

“We know how important water and wastewater services are, and not just for our customers, but for everyone,” said Tammy Barlow, WHUD’s office manager. “We work really hard to make sure you have access to safe and reliable service all day every day. Our hope is that this new Customer Problem Reporter will help by creating a quick and easy way not only for customers to report an issue, but also for our team to respond.”

For many years, customers have been able to call or email WHUD to report service issues. Through this new tool customers can quickly report issues on an interactive map, upload pictures of the issue, find out if others around them are experiencing similar problems, and view any current water outages. Once received, a member of WHUD’s Customer Care team will respond to the customer, via phone or email, to learn more about the issue or provide an update.

The new Customer Problem Reporter can be found at (in the top yellow menu bar), either using a desktop computer, or through the District’s new mobile app. Once on the Customer Problem Reporter, customers can proceed as a guest, or log on with Twitter. WHUD recommends reviewing the map prior to submitting a problem to see if a similar issue has been reported. If the issue has already been reported, the customer can “like” that report to let the District know the issue is impacting additional customers. If the issue has not been reported, the customer will click the “Submit Problem Report” button and complete the request form. The map is interactive, so customers can either find their location on the map or key the exact address into the search bar.

There are a variety of problem types to choose from – no water, low or high water pressure, water quality issues, exposed lines, missing meter lids, high water usage, wastewater odors, missing cleanout lids, and more. All issues reported during business hours, M-F, 8am – 4pm, will be assigned to the appropriate personnel as soon as they are received and managed as quickly as possible. Critical issues, like no water or wastewater backup, will be received and reviewed 24 hours a day, 7 days a week. Non-critical issues reported after hours will be managed the following business day.