Winter Storm Recovery and Customer Assistance

Stay up to date on the latest recovery efforts and customer assistance

Austin Water is committed to helping our customers – and our neighbors – move past this event and return to normal. Information is available on this page about utility bill relief, plumbing repair assistance and more.

Read our Letter to Customers and Neighbors

We know that many customers are dealing with repairs and processing insurance claims related to the extensive water outages our system faced from February 17 through February 24. We hope that our letter to customers and neighbors, mailed March 10, 2021, in combination with our official Boil Water Notice, daily Winter Storm Operational Updates found below, and the lift of the Boil Water Notice, will help with processing those claims.

Print - Austin Water Letter to Customers and Neighbors - PDF

Learn about Utility Bill Relief

Austin City Council approved a series of measures designed to avoid high utility bills as a result of February extreme freezing temperatures. City of Austin utility customers are encouraged to closely review their utility bills, log onto their account at COAUtilities.com, and to contact City of Austin Utilities at 512-494-9400 with any questions about their bills.

FAQ - Utility Bill Relief

How will my bill be calculated for the weeks of the Winter Storm event?

Estimated water usage that is typical for the customer’s account will be the basis for bills generated through March 18.

A water usage estimate is calculated by using a customer’s prior water consumption from February 2020. New customers who did not have a February 2020 bill will have an estimate based on water consumption from January 2021. This method will eliminate potential high bill scenarios from the recent Winter Storm event.

How does the estimated bill provide relief?

The estimate will reflect a customer’s typical usage and will not include water use from dripping faucets to prevent pipes from freezing or large amounts of water lost due to burst pipes. Estimates allow Austin Water to implement the temporary rate reduction which eliminate high bills by compensating for high water use that may have occurred during the winter storms.

What happens when normal meter reads resume?

Bills generated between March 19 and April 26 will be based on actual meter readings for February through March. These reads will include any actual usage not covered by the prior month estimate, as well as the current monthly usage.

IMPORTANT - Deeply discounted volume rates for residential water usage above 6,000 gallons and reduced fixed charges will keep bills low despite higher than average consumption due to leaks or broken pipes.

What rate will I pay during this bill adjustment period?

Rate reductions will be effective until April 26 to help mitigate high bills due to above normal water usage trends during February’s Winter Storm event. Rate reductions include:

- Tier 2 - Capped residential fixed fee at $3.55 (see the Rates and Fees page for comparison to regular rates)
- Tiers 3-5 - Reduced residential volumetric rate to $0.01 per 1,000 gallons (see the Rates and Fees page for comparison to regular rates)

Winter Storm Billing Example (showcasing a 40,000 gallon leak)

Contact the City of Austin Utilities Contact Center at (512) 494-9400 or visit COAUtilities.com. Austin Water will work with customers and adjust estimates that are higher than recent water usage and billing periods.

How will Wastewater Averaging work?

Austin Water wants to avoid wastewater averages distorted by water leakage during the Winter Storm. Wastewater averaging for most customers will be calculated using estimated consumption that is typical for the month of February. All wastewater averaging will be reviewed to ensure Austin Water customers are not unfairly penalized for water usage during the Winter Storm.

What if I’m late in paying my bill?

Austin Water has temporarily suspended late fees beginning February 12 for all residential customers. Austin Water will offer additional waivers for customers that needed assistance with shutting off their water service for repairs or if they had to transfer service due to the winter storm.

How will Austin Water adjust my bill for leaks?

Under the temporary rate of one cent ($0.01) per 1,000 gallons in Tiers 3‐5, the average customer who experienced a major leak of 100,000 gallons would be charged only $1 for the excess water. Should customers need additional assistance or if they experienced a rupture to their plumbing system during the freezing weather event, customers can apply for a leak adjustment. Temporary changes have been made to the City guidelines - allowing all retail customers access to these services during this difficult time. Customers can find information at Austin Water web page for Leak Adjustment and High Bill Adjustment.

Austin Water will proactively review actual meter reads during the estimated usage billing period and apply leak adjustments to multi‐family and commercial customers that experienced excess consumption in March and April bills. Through these reviews, Austin Water intends to remove the need for customers to spend the time submitting water leak adjustment requests.

I receive my water bill from my landlord. How will these bill relief actions affect me?

Austin Water will work with all customers and property owners to address high bill issues as described in these FAQs. Tenants should not see an increase in their water bill. Please contact your landlord with questions about your bill, or the Public Utility Commission (512-936-7000 or https://www.puc.texas.gov/ ) if you think you are being overcharged.

When will I receive my bill?

To facilitate the billing estimation process for all Austin Water customers bills will arrive a little later than usual; however you will receive your bill within four days of the usual delivery date.

What can I do if I think my estimated water bill is too high?

Access Plumbing Repair Assistance

Are you an Austin homeowner with a limited income and in need home repairs due to the February 2021 winter storm? You may be eligible for a grant of up to $10,000 through the Emergency Home Repair Program. Austin Water has pledged $1 million in plumbing repair assistance to help income eligible Austinites affected by Winter Storm Uri.

Austin Water has partnered with the Housing and Planning Department of the City of Austin for the disbursement of funds, processing of customer applications and overseeing of repairs. To apply or to learn more about the Emergency Home Repair Program and other available home repair assistance through the City of Austin, visit the City of Austin - Housing & Planning Department website. Call 512-974-3100, 3-1-1, or email hpdcs@austintexas.gov with questions.

Report a Leak or Issue

For urgent issues, such as a Wastewater Issue, No Water, Low Pressure, or need your water turned off to make a repair, please first call our Austin Water Customer Service Center at 512-972-1000.

For lower priority requests, please use this form. Use the Leak Response Map to find out if an issue has already been reported.

Additional languages available: English, Espanol, Korean, Vietnamese, Simplified Chinese, Arabic

Public Water Stations Deployed to Help with Recovery Efforts

As private work continued to residences and multi-family complexes' plumbing systems around Austin, Austin Water deployed public water stations to ensure everyone has access to water. During this time, coordination continued with community organizations and other city departments to make access to water available to those communities via:

fire hydrant mounted public water stations,
water tankers,
and bulk water totes

An interactive map was created to help customers locate the nearest water station.

If you are still experiencing issues related to the winter storm that have not been addressed by your landlord or property owner, please call 3-1-1 or 512-974-2000 to submit your service request. If there are persistent water issues not being corrected by landlord/owner, call Austin 311 to enter an Austin Code service request.

View the archived Winter Storm Operational Updates

FAQ - Water Outage and Low Water Pressure

Do I need to have my tap water tested once the boil water notice is lifted?

Customers do not need to independently have their water tested at their tap, nor does Austin Water hire individuals to solicit at-home water sampling. The Boil Water Notice will be rescinded when the results from the Austin's drinking water testing is in full compliance with national and state drinking water standards with no violations of listed contaminants. These tests are taken from various locations throughout the system that are approved by the Texas Commission on Environmental Quality.

What if my water looks cloudy or milky when my water service returns?

A milky appearance in the water typically indicates that there is air in the water. If you let the glass sit the bubbles will disperse and clear up.

It also can be common for calcium deposits or sediment to show up when your water service returns. Austin Water recommends that customers flush their plumbing lines by running the bathtub faucet for two minutes.

If the cloudy appearance persists after you’ve flushed your plumbing lines, please report the issue using Austin Water’s online form or by calling 512-972-1000.

Are mandatory water restrictions in place?

Emergency water use restrictions implemented by Austin Water on February 20, 2021, were lifted on Wednesday, February 24, 2021 at 8 a.m. The emergency restrictions, urging customers to limit water use to basic needs, were put in place to help the distribution system quickly deliver excess water to Austin’s reservoirs and improve overall system pressure.

After a monitoring period, and with an excess of 120 million gallons in reserves, it has been determined that Austin Water’s system has safely entered into a healthy range – allowing for lifting of emergency water restrictions.

What should I do as water comes on?

If you don’t have water or if your pressure is currently low, your faucets do not have to be open when water is restored. To ensure water pressure has returned, open one faucet at the highest level of your home to remove the air. If water begins to flow, move on to your next faucet and repeat the same process. If water does not flow you might have a frozen pipe that needs to thaw. Ensure all lines are flushed to remove air or debris. When closing faucets, take care to close them slowly.

Do I need to continue to boil water when water pressure is restored?

The boil water notice was lifted for all Austin Water customers on Feb. 23, 2021.

What guidance do you have for addressing burst pipes?

If you have a burst pipe, shut the water off at the property owner cut off valve located near your water meter and contact a plumber for repairs. If you are unable to shut the water off, our technicians can help you. Fill out the online issue report form found at http://austintexas.gov/page/austin-water-issue-report-form. If your pipes are frozen, allow your pipes to thaw before repairing.

What if there is sediment in my water when it comes back on?

Austin Water staff recommends that customers flush the plumbing system to clear it of sediment. Austin Water customers should still boil tap water before consuming while under the boil water notice even if the sediment clears up. Water containing heavy amounts of sediment should not be used for hand washing or dish washing, cooking or drinking. However, it could be used for non-potable uses like filling toilets.

Does the Austin Water Leak Map show all current leaks?

The map only reflects water leaks that have been entered into our system and scheduled for inspection or repairs. The map will continue to populate, as our emergency dispatch team schedules the customer-reported water main breaks and leaks received during the severe winter weather storm. The map can be found at: https://austinwater.maps.arcgis.com/apps/OnePane/basicviewer/index.html?appid=a6252154a5f7426d93c1fc2a341bf779

Maps and Daily Operational Updates

NOTE: With operations returning to normal capacity, entries to the daily updates portion of this page, found below, will not be added past February 24.

System Performance Map

Pictured below: All Pressure Zones have returned to normal operations. The Boil Water Notice has been lifted for all customers.

Hourly Usage, Production and Storage

Pictured Below: This graph shows where we are today in terms of our water production, customer demand or usage, and how much we have stored in reservoirs. For a healthy system, we need to maintain a minimum of 100 million gallons in storage.

Today, we are over 122 million gallons.

February 24, 2021 8 a.m.

Emergency water use restrictions implemented by Austin Water on February 20, 2021, will be lifted on Wednesday, February 24, 2021 at 8 a.m. The emergency restrictions, urging customers to limit water use to basic needs, were put in place to help the distribution system quickly deliver excess water to Austin’s reservoirs and improve overall system pressure.
After a monitoring period, and with an excess of 120 million gallons in reserves, it has been determined that Austin Water’s system has safely entered into a healthy range – allowing for lifting of emergency water restrictions.

February 23, 2021 11:30 a.m.

Austin Water has lifted the boil water notice for all customers. Customers no longer need to boil water used for drinking, cooking and, making ice. Water quality testing submitted to the Texas Commission on Environmental Quality (TCEQ) has confirmed that tap water meets all regulatory standards and is safe for human consumption.
Work will continue to repair numerous leaks and broken pipelines. Emergency Water Use Restrictions remain in place. These restrictions are necessary to ensure that adequate water supply is available to meet customer needs while the system returns to normal operations. Water storage figures continue to exceed 100 million gallons in reserves, maintaining system-wide water pressure and leaving Austin’s water system in a healthy state.
During emergency water restrictions, customers may not:
•   Use water for irrigation or testing of irrigation equipment
•   Wash vehicles, including at commercial car wash facilities
•   Wash pavement or other surfaces
•   Add water to a pool or spa
•   Conduct foundation watering, or
•   Operate an ornamental fountain or pond, other than aeration necessary to support aquatic life
Residential customers may return to regular indoor water use.

February 22, 2021 Update - 6:30 p.m.

We continue to make steady progress toward restoring the water system to normal operations.
•   Water has been restored to all customers throughout our service area.
•   The Boil Water Notice has been lifted for customers living in the Central, South, North and Northwest A pressure zones.
•   Sampling and testing is being conducted in the remaining areas as pressure is restored.
To see if you live in an area where the Boil Water Notice has been lifted, please visit our interactive map.
Hundreds of water main breaks have been repaired. Austin Water crews have been working 24 hours a day to accomplish this work. If you are still experiencing an outage, it is likely due to a break within your home or building that requires repair.
There is still a Mandatory Water Use Restriction order in place, even as the Boil Water Notice is being lifted for various areas. Conservation is critical until we can maintain pressure system-wide. We encourage our customers to be mindful in resuming laundry and dish-washing activities until the Boil Water Notice has been lifted for everyone.

February 22, 2021 Update - 6:00 a.m.

Austin Water has partially lifted the boil water notice that has been in place since Wednesday, February 17, 2021. Customers in Austin Water’s Central Pressure Zone no longer need to boil water used for drinking, cooking and making ice. Water quality testing submitted to the Texas Commission on Environmental Quality has confirmed that tap water in the Central Pressure Zone meets all regulatory standards and is safe for human consumption.
Overnight water storage figures have exceeded 118 million gallons in reserves, increasing system-wide water pressure and bringing Austin’s water system into healthy territory.
The majority of Austin residents should seen marked service improvements with only small pockets of Austin experiencing the lingering effects of the historic freezing event.
Customers can view the interactive map to find out if their address is affected by the latest lifted boil water notice.

February 21, 2021 Update - 5:00 p.m.

We continue to see improvement in water pressure in our water distribution system. This afternoon, the North and Southwest A zones moved from Red (Water Outage) to Orange (Low Pressure). Please note that individual water pressure and service may vary from house to house within a zone. These variations are a result of a number of factors such as a home’s elevation and its proximity to water transmission mains.
Conservation is key to maximize the amount of water going into the reservoirs. We need a minimum of 100 million gallons in storage to help build pressure system-wide. Currently, we are at 90 million gallons and rising! We urge customers with water service to limit water use to essential needs so that we can return water service to all customers more quickly. Please continue to delay washing clothes and take short showers.
During mandatory water restrictions, customers may not:
•   Use water for irrigation or testing of irrigation equipment
•   Wash vehicles, including at commercial car wash facilities
•   Wash pavement or other surfaces
•   Add water to a pool or spa
•   Conduct foundation watering, or
•   Operate an ornamental fountain or pond, other than aeration necessary to support aquatic life
The boil water notice will remain in place until we can do sufficient sampling to establish that the water is safe to drink. As the system pressure continues to stabilize, we started sampling in some areas today. Test results generally require 24 hours. We have coordinated with TCEQ to be able to lift the boil water notice by pressure zone. We will issue a press release as soon as we are able to lift the boil water notice for each zone.

February 21, 2021 Update - 6:00 a.m.

We continue to see improvement in water pressure in our water distribution system. This morning, the South and Northwest A zones moved from Red (Water Outage) to Orange (Low Pressure). Please note that individual water pressure and service may vary from house to house within a zone. These variations are a result of a number of factors such as a home’s elevation and its proximity to water transmission mains.
Storage in our water reservoirs has climbed to 72 million gallons. We need at least 100 million gallons in storage to help build water pressure system-wide.
We urge customers with water service to limit water use to essential needs so that we can return water service to all customers more quickly. Please delay washing clothes and take short showers. All customers should continue to boil water before drinking and cooking.
During mandatory water restrictions, customers may not:
•   Use water for irrigation or testing of irrigation equipment
•   Wash vehicles, including at commercial car wash facilities
•   Wash pavement or other surfaces
•   Add water to a pool or spa
•   Conduct foundation watering, or
•   Operate an ornamental fountain or pond, other than aeration necessary to support aquatic life
Violations of these restrictions should be reported to Austin 3-1-1.
We still have a way to go to restore water to all customers. Please continue to conserve water.

February 20, 2021 Update – 5:00 p.m.

We know many of you are wondering why it is taking so long to restore water to all parts of town. The recovery process for our water system involves many factors, but can be simplified to three key steps:
1.   Stabilizing our infrastructure. Because so much water was lost due to dripping faucets and broken pipes from the freeze, the amount of water we have stored is depleted well below the 100-million-gallon minimum we need. Currently, there is not enough pressure in our pipelines to get water distributed throughout our service area. We must build up the amount of water stored in our reservoirs to create flow in our pipelines, and because of the way our infrastructure was built over time, water flow will occur in the Central Zone fastest. It will take longer to get to other pressure zones due to things like elevation and distance and more recently developed areas of the city.
Austin’s water infrastructure is all connected – we are literally all in this together! So conservation is critical – once water flow returns to your area, be aware that continuing to conserve water will help others get their water back faster.
2.   Testing and sampling. We need to be sure that no harmful contaminants have entered the water supply when our water levels dropped and stopped flowing. We are working with teams to test the water all over town as water service is restored to make certain that it is safe to drink.
3.   Normal operations. The water system will return to normal operations when normal pressure and flow are achieved throughout the system and every zone has been tested and cleared of contaminants. At that point, the Boil Water Notice can be rescinded.
Because the storage capacity, flow and production of water are constantly in flux, it is difficult to provide real-time updates on the status of the system. We are committed to updating where we are in this process twice daily. We wish it could be more often.
As we move through the system recovery process, what you do matters! Conserving water will get us back to normal operations faster. The City is under mandatory conservation measures at the moment:
During water restrictions, customers may not:
•   Use water for irrigation or testing of irrigation equipment
•   Wash vehicles, including at commercial car wash facilities
•   Wash pavement or other surfaces
•   Add water to a pool or spa
•   Conduct foundation watering, or
•   Operate an ornamental fountain or pond, other than aeration necessary to support aquatic life
Violations of these restrictions should be reported to Austin 3-1-1. Austin Water appreciates your support in reducing water use to help stabilize Austin’s water treatment plants.
We know it is tough, but please continue to limit activities such as washing clothes or running dishwashers to help conserve what we have. Take care of your neighbors throughout the city by using less for now.

February 20, 2021 Update – 8:00 a.m.

· Austin Water crews continue to repair freeze damaged infrastructure and water distribution has shown marked improvement again today.
•   Our system is a series of pressure zones that are supplied from large storage tanks called reservoirs. When we lost storage in all reservoirs across the city, it triggered a city-wide boil water notice.
•   We need a minimum of 100 million gallons in storage to help build pressure system-wide. Today, we were a little more than halfway there and climbing. The more customers conserve what we have and the more repairs our crews make to minimize water loss, the quicker we can fill our storage tanks. Filled storage tanks will provide the pressure needed to push water back into the rest of the system. We are making progress with your help!
•   As the system stabilizes, your water pressure will come back, first low, then returning to normal. You may begin using the water immediately, even at low pressure. However, the boil water notice will remain in place until we can do sufficient sampling to establish that the water is safe to drink. And please continue to conserve so we can maximize the amount of water going into the reservoirs.
•   As the system fills, it will improve our ability to find and repair distribution system breaks and leaks to address areas that remain out of service. Please continue to report leaks in your neighborhood using the online issue report form.
•   Conserving the water we do have is still very important. Spikes in water use can delay building up system pressure.
•   Water Distribution Information: The Austin-Travis County Emergency Operations Center (A-TCEOC) continues with water distribution plans. Limited water supplies have been arriving in Austin throughout the day on Friday. To get the supplies out as quickly as possible, a priority has been placed on serving critical needs first. Please visit austintexas.gov/weather info for the latest updates.
•   Austin Water Operational updates will be posted twice a day to help keep customers up-to-date on the latest trends, reservoir levels, water usage, and system performance.

February 19, 2021 Update - 9:00 p.m.

With warming temperatures and improved road conditions today, expanded deliveries of supplies and equipment have begun to flow in to our facilities. Additional water treatment basins are being brought online and shipments of water softening lime have been delivered, allowing for expanded water treatment capacity.
A large number of freeze damaged infrastructure has been repaired and water distribution has shown marked improvement today.
We are now producing and delivering more water than our city is consuming, allowing us to add excess water into our reservoirs, which is critical for system health.
Customer efforts to limit water use and keep our overall demand down are key to reservoir recovery and the restoration of service. Our distribution system remains fragile. Spikes in water use can delay building system pressure. The more you conserve, the faster we are able to return to full capacity.
Should current trends continue, and with the help of our customer sustained efforts to cut water use across the city, customers could see improvements in water service as early as the end of the weekend.
As reservoirs approach normal levels, it will improve our ability to find and repair distribution system breaks and leaks to address areas that remain out of service. Please continue to report leaks in your neighborhood using the online issue report form.
Austin Water is coordinating with local and state officials to arrange water distribution for Austinites who have been without water during this extreme weather event. A state-wide effort is underway to provide relief to Texans impacted. Stay posted to local news and city social media channels or visit us on this page for upcoming water distribution times and locations.
Future operational updates will be posted twice a day to help keep customers up-to-date on the latest trends, reservoir levels, water usage, and system performance.

February 19, 2021 Update – 6:00 a.m.

This map shows how the water system across Austin Water’s service area is currently performing. Each of the nine pressure zones that we maintain is shown as an area experiencing water outages (red) or low pressure (orange). The goal is for each zone to get to green again, where the system is operating normally, and the boil water notice can be lifted.
To achieve this, Austin Water is working to: Maintain water pressure in the Central Pressure Zone, which is the delivery hub for both the North and South Zones.
Continue filling water in the other pressure zones to turn those pressure zones orange.
As we work to repair and restore our water system, we need everyone to conserve water as much as possible. Using as little water as possible will allow us to put excess water produced into storage, which is critical for the health of the entire system. As Austin continues to thaw out, please report potential water main breaks here.
This graph shows where we are today in terms of our water production, customer demand or usage, and how much we have stored in reservoirs. For a healthy system, we need to maintain a minimum of 100 million gallons in storage. Today, we are at 32 million gallons and climbing.
Do your part to help us provide what is essential – water. Please conserve as much as possible so that we can get back to normal faster.

February 18, 2021 Update - 10:00 p.m.

We want to give you some updates about the progress we made today in our efforts to restore water to our customers. We know you want to know when your water service will be restored. We so desperately want to give you that answer as soon as we can.
Our three water treatment plants are operating in a stable mode and produced 86 million gallons of water in the past 12 hours. For reference, our typical production at this time of year is around 140 million gallons daily.
A top priority for us is to get hospitals back in service. We restored water service to three major hospitals yesterday and are working with state officials to expedite the testing and approval process so that these hospitals can safely use the water without the need to boil it. We will continue this process to get all hospitals back online with potable water service.
We also restored water pressure in the major pipelines that are the backbone of our water distribution system. These pipelines feed all parts of our city and having them back in service will enable Austin Water to start restoring service for customers in additional areas of the city.
We have numerous crews fixing water main breaks and assisting customers who need their water service turned off due to busted pipes. We also are working to repair a leak in a major water transmission line that will help us restore water service to customers.
We made progress today but we still have many challenges to overcome. We expect it will be a multi-day long process to restore water service. We will continue to provide updates.

February 18, 2021 Update - 2:00 p.m.

Austin Water's treatment plants are operating in a stable mode at this time, but we are facing significant challenges to restore water distribution throughout the system. The citywide boil water notice continues, and all customers are asked to boil water for drinking and cooking. Austin Water is working with the City's Emergency Operations Center to address the needs of critical customers, including hospitals and power plants. We do not have a timeline on when full service will be restored at this time. We know that some customers do not have water service and returning your service is our priority. Austin Water will provide additional updates as they become available.
To report a water or wastewater emergency, report a leak or main break, fill out the Leak Report Web Form at https://www.austintexas.gov/page/austin-water-issue-report-form

Feb. 17, 2021 Update - 9:00 p.m.

City-Wide Boil Water Notice Issued - Feb. 17, 2021
As a result of the extreme weather conditions, a city-wide boil water notice has been issued due to power loss at The Ullrich Water Treatment Plant, Austin Water’s largest water treatment facility, and drops in water pressures below minimum standards.
We worked with Austin Energy to quickly assess our system and restore power and are in the process of bringing Ullrich Water Treatment Plant back online.
Any water recovered plumbing systems should be boiled before drinking or cooking with it following the guidelines outlined on https://www.austintexas.gov/page/boil-water-notice-and-faqs
For more information and updates, stay posted to local news, city social media, or stay tuned to this page.
To report a water or wastewater emergency, report a leak or main break, fill out the Leak Report Web Form at https://www.austintexas.gov/page/austin-water-issue-report-form