For a water leak in Phoenix, the meter decides who you call. A leak in the street, meter box, or before the meter is the city's: call 602-261-8000, any hour. A leak after the meter, in your yard or house, is yours, so call a plumber. If your house valve fails, the city shuts off at the meter.
Which leaks does the city handle, and which are yours?
The city owns everything up to and including the meter. You own everything after it. Phoenix Water Services puts it this way: "Issues on the city's side (from the street to the water meter) are the responsibility of the City and issues after the water meter are the responsibility of the homeowner." Its FAQ adds that "the meter box and the meter are the property of the city of Phoenix."
| Where the water is | Whose it is | Who to call |
|---|---|---|
| Water main break in the street or alley | City | 602-261-8000 |
| Water bubbling up in the sidewalk or at the curb | City, most likely | 602-261-8000 |
| Leak inside the meter box, at the meter itself | City | 602-261-8000 |
| Wet spot in the yard between the meter and the house | You | A plumber |
| Leak at the house shutoff valve, hose bibs, or irrigation | You | A plumber |
| Leak inside the house, under the slab, or at a fixture | You | A plumber |
For a condo or townhome, the split inside the property depends on the HOA's documents. See whether the HOA or the owner fixes a leaking pipe.
What numbers does the City of Phoenix use for water problems?
Use the emergency line for anything that needs a crew now. Phoenix says to call it "if your issue is an emergency and requires field staff to turn off your water due to a leak."
- 602-261-8000. The city's water emergency line, 24/7. The FAQ calls it "our 24/7 number" for "a water emergency that you need to report."
- Online leak report. For a leak or water waste that isn't an emergency, such as a slow leak at a neighbor's curb or a sprinkler running into the street, the city has a 24/7 leak reporting form on its website.
- 602-262-6251. Customer Services for billing and other questions, "between the hours of 8 a.m. to 5 p.m., Monday through Friday."
- Sewer, not water? For an overflowing manhole, Phoenix's sewer FAQ lists 602-262-6691 during business hours and 602-261-8000 "after normal hours or on weekends."
If you live in Mesa, Chandler, Scottsdale, Glendale, or another Valley city, the same meter rule usually applies, but the numbers are different. Use the water emergency number printed on your city's utility bill or website.
How can you tell which side of the meter is leaking?
Look at where the water is, then use the meter itself. Water coming up at the curb or in the street almost always means the city's side. A soggy patch between the meter box and the house points to your line.
For a leak you can't see, the meter tells you. The EPA's WaterSense program says: "Check your water meter before and after a two-hour period when no water is being used. If the meter changes at all, you probably have a leak." The City of Chandler's leak guide, written for the same kind of Valley meters, says many meters have a digital display that alternates between the reading and the flow rate, and some dial meters have "a small pointer or dial known as the flow indicator. If the flow indicator is moving, you may have a leak."
Then close your house shutoff valve and watch again. If the flow stops, the leak is inside the house. If it keeps moving, Chandler explains, "water is flowing between the meter and the shut-off valve," in the buried line it calls the "service line." Irrigation lines that branch off before the house valve can cause the same result. Our page on how to do a water meter leak test walks through it, and how to find a water leak in the yard covers the outdoor search.
### Should you turn off the water at the meter yourself?
No. Phoenix is direct about it. Turn off your water "using the valve near the location where it enters your home. If the valve does not work or is broken, contact the city to have the service turned off at the meter. DO NOT ATTEMPT TO TURN OFF THE WATER AT THE METER YOURSELF. Call the city at 602-261-8000 if you have an emergency water line issue."
Your house shutoff is usually where the line comes out of the ground near the house, often on an outside wall or in the garage. Our page on how to shut off water to a fixture shows the common valve types.
What should you do while you wait for help?
Stop the water, protect the house, and write down what you see. Then:
- 1Close the house shutoff if the leak is on your side. That stops it while you arrange the repair.
- 2Call the city if the leak is on its side, or if your house valve won't close.
- 3Stay clear of electrical hazards if water is inside near outlets or the panel.
- 4Take photos of the leak and any damage, with the time.
For a burst pipe inside the house, see what to do first after a flood or major leak. If the leak is at the water heater, see how to shut off a leaking water heater. For a burst washer hose, see what to do when a washing machine hose bursts.
### Who pays for the water that leaked?
Leaks after the meter show up on your bill, since the meter measures everything that passes through it. That's one more reason to find and fix a hidden leak quickly. If your bill jumped and you can't see a leak, our page on a high water bill with no visible leak explains the usual causes.
When do you need a plumber rather than the city?
Call a plumber for anything on your side of the meter, and call right away when water is running and can't be stopped. That includes:
- A leak in the buried service line between the meter and the house. Plumbers find the spot with listening gear and pressure testing so the whole yard doesn't get dug up. See what a main water line is and when it's replaced.
- A broken or leaking house shutoff valve. Once the city shuts off at the meter, a plumber replaces the valve so you can turn your water back on.
- A slab leak or a pipe inside a wall. See signs of a slab leak in Arizona.
- A leak with no obvious source and a meter that won't stop spinning.
Phoenix's own guidance says the city handles only its side, so a plumber is the one who fixes the rest. Our page on when to call an emergency plumber covers what counts as urgent.
HQ Plumbing & Air answers water leaks 24/7 across the Phoenix area, from buried service lines to slab leaks and broken shutoff valves. We're licensed and insured, with free estimates and upfront pricing. See our leak detection service and emergency plumbing service.
City side of the meter, call 602-261-8000. Your side, call a plumber. Either way, close your house valve first if you can.