Report a Problem

Report a Problem 


During Regular Business Hours

Call customer service at 831-438-2363.

After Hours and Weekends

After regular business hours and on the weekend, call the number above and and follow the directions on the telephone menu to report an emergency water problem. A District staff member will be notified  to determine if the leak is the responsibility of the District or the account holder.

If the leak is determined to be an emergency and is the responsibility of the District, staff will take of the problem as soon as it is possible. 

If it is determined that the leak is not an emergency, the District must file a "Dig Alert" that may take up to three business day for other utilities to mark the location of their infrastructure (gas, electric, telephone, cable) prior to crews digging in the street. 

Online

Report a problem using our online form


Finding Leaks

Leaks can be costly! The three most common places where leaks occur are in:

  • Customer's service line between the meter and the house/building
  • Toilets
  • Outdoor irrigation systems

Leaks are usually not seen or heard — that’s how the water meter and the WaterSmart web portal can help! Register for WaterSmart to track hourly water usage. This will give clues about the source of the leak. 

To check for leaks, shut off all water-using appliances and fixtures, then check the water meter for movement. Learn how to read your water meter.

The District is unable to provide troubleshooting assistance or repair services on private property.

1. Checking for Service Line Leaks

The house valve, where the water enters the home or building, can help determine whether a possible leak is indoors or out. First, turn off all water inside and outside the building and then look at the water meter to see if it is moving. If it is moving, turn the house valve off. Now go back to the meter — if it stops moving, it is likely the potential leak is indoors. If the meter continues to move, the leak is likely in the service line or irrigation system — whatever is between the meter and that valve.

2. Checking for Toilet Leaks

Toilets alone can leak up to 200 gallons per day. The District offers free toilet leak detector dye strips to help check for flapper valve leaks (3-5 drops of food coloring also work for this test).

  • Put the District's free dye strips (or drops of food coloring) in the toilet tank.
  • Don't flush the toilet for about 15-20 minutes, then check the toilet bowl to see if colored water has escaped into it from the tank.
  • If there is colored water in the bowl, replace the flapper and/or adjust the tank water level via the fill valve.
  • Remove the flapper and bring to the hardware store if you are buying locally, as there are over 80 flapper valves to choose from!

3. Checking for Irrigation Leaks

Run each valve for 5 minutes and check for run-off or misdirected or leaking valves or heads. Valves can be taken apart and serviced or replaced.

Wet spots, mud and eroding soil may indicate a broken pipe or sprinkler head. Dry patches in your lawn could also be a sign that a sprinkler is damaged.

Wet spots on pavement also indicate possible leaks, malfunctioning sprinkler heads or controllers set for too long (or broken). Watch sprinklers to determine which one(s) is showering the pavement. Turn off the water and adjust, repair or replace the sprinkler head or seal to riser.

A plumber, irrigation specialist or leak detection company can help locate hard-to-find leaks (Note: the District cannot make recommendations for private companies).

Customers can use the WaterSmart Portal to view their water use on a 12-24 hour delay, thanks to the District’s intelligent water meter program. WaterSmart can be used to see when leaks started, stopped or got worse. Correlating the data with water-using activities on the property can help find the source of the issue.


The District recommends that customers who have recently repaired water leaks continue to monitor their water use through WaterSmart for 4-10 days after repairs are made to ensure any work done completely resolved the issue and periodically afterward. Learn more about WaterSmart and i-meters.


Leak Adjustment Program

The District’s Leak Adjustment Program was created to ease the financial burden after a customer has experienced an unusually high water bill due to a water leak outside of their control.

Customers who submit proof of repair may be eligible for a 75% credit of the difference of the tiered portion of their bill, as compared to the year prior. The following documents are accepted as proof of repairs: 1) repair bill or 2) receipt for repair parts and a photo depicting the repair. Customers who do not submit proof of repair may be eligible for a lower adjustment.

Leak adjustments are granted once every five years on a case-by-case basis and must be made in a timely manner. (The small number of customers that don’t yet have an i-Meter and WaterSmart, are now eligible for a leak adjustment every year.)

To qualify for a leak adjustment you must repair the leak and submit a Leak Adjustment form along with repair documentation. Submission can be sent to the District office at 2 Civic Center Drive Scotts Valley, CA 95066 or by email to contact@svwd.org. Requests are evaluated at the end of the month in which they are submitted and are generally processed within four to eight weeks. If you have any questions or need additional information, please contact Customer Service at (831) 438-2363.