Complaints Concerning Water Service

Abstract

A discussion of consumer complaints relating to service of water which have been made to the Long Beach Water Department, it might be of interest to mention a few facts regarding the system and state in a few words the method in which the department records the complaints received. Long Beach, with an estimated population of 170,000, receives its share of every kind of complaint imaginable. There is a great deal of territory from which to gather complaints, considering that the distribution system of the department consists of 413 miles of cast-iron mains ranging in sizes from 2 to 30 inches, and 25 miles of steel mains ranging in sizes from 2 to 24 in., making a total of 438 miles; 13,941 cast-iron service laterals ranging in sizes from 2 to 10 in., of which 41 are larger than 2 in.; 23,567 galvanized iron service laterals ranging in sizes from f to 6 in., 92 per cent of which are f in. ; 7,177 gate valves; and 3,186 fire hydrants. On September 30, 1938, the department had 31,206 meters in service. Complaints are recorded at our Service Plant, from which the service and construction crews are dispatched. At the office of this plant three shifts of dispatchers are maintained during the whole 24 hours of the day to receive complaints and send out crews to make investigations as well as to make repairs or to correct dangerous conditions reported to them. Complaints are also received during office hours in the collection division at the main office. All complaints concerning meter leaks, noisy meters, non-registering meters and high bills are investigated by troublemen dispatched from this office. Complaints that can not be handled by the troublemen are relayed to the Service Plant for disposition by the dispatchers.