The City employs skilled water service technicians who follow approved municipal practices related to basement flooding and/or blocked sewer service lines. There are several water service technician’s working 24 hours a day; 7 days a week. Each 311 call results in generating a Customer Service Request that includes: the name of the customer, property address, contact phone number and a brief description of the reported issue. The generation of the Customer Service Request triggers the assignment of a water service technician to attend the area and visit the property to investigate the issue. When the water service technician arrives, they will assess whether the flooding is related to the operation of the City’s infrastructure.
From the initial call to 311, the customer service response time is normally four hours. However, the response time may vary depending on the number of customer service requests being attended to at that time, especially …