The City of Boston Water and Sewer Commission operates one of the oldest continuously serving water systems in the United States, delivering high quality drinking water and reliable sewer services to hundreds of thousands of residents and businesses. This public agency manages critical infrastructure that supports public health, environmental protection, and economic vitality across the city.
As a steward of essential water and sewer services, the commission balances modern regulatory requirements, climate resilience planning, and customer service expectations in a dense urban environment. The following sections highlight its role, major programs, and what customers and community members should know.
| Utility Overview | Key Metric | Current Status | Source / Reference |
|---|---|---|---|
| Service Area | Municipal boundaries served | Entire City of Boston | City of Boston Charter |
| Primary Responsibilities | Water supply, treatment, distribution, sewer collection, wastewater treatment | Drinking water, stormwater, combined sewer overflow management | City of Boston Water and Sewer Commission Charter |
| Water Sources | Quabbin Reservoir, Wachusett Reservoir, Ware River | Surface water brought via aqueduct, treated to strict standards | Massachusetts Water Resources Authority Coordination |
| Wastewater Treatment | Deer Island Treatment Plant capacity Deer Island provides secondary treatment for most flows | Regional solution with Boston responsibilities for local collection and infrastructure | Massachusetts Water Resources Authority |
Water Supply Planning and Reliability
Source Waters and Conservation
Boston’s drinking water originates primarily from the Quabbin and Wachusett Reservoirs, supported by the Ware River in western Massachusetts. Long term supply planning incorporates drought management, watershed protection agreements, and investments in storage and conveyance to maintain reliability.
Infrastructure Modernization
The commission advances capital programs that renew aging mains, install smart metering where appropriate, and upgrade treatment and pumping facilities. These projects aim to reduce leaks, improve fire flow capacity, and maintain compliance with state and federal drinking water standards.
Sewer Services and Environmental Compliance
Combined Sewer System Management
Boston operates a combined sewer system that conveys both stormwater and sanitary sewage in the same pipes. The commission manages storage tunnels, green infrastructure, and operational strategies to minimize combined sewer overflows into harbor waters during heavy storms.
Capital Improvements and Resilience
Ongoing projects include new outfall structures, pipe replacements, and nature based solutions to manage runoff. These efforts support cleaner harbor waters, meet National Pollutant Discharge Elimination System permits, and reduce flood risk in vulnerable neighborhoods.
Customer Service, Rates, and Utility Billing
Rate Setting and Budget Process
The commission proposes water and sewer rates through a formal process that includes public hearings, cost reviews, and regulatory filings. Approved budgets fund operations, debt service, and capital programs while balancing affordability and financial sustainability.
Billing Assistance and Account Management
Customers can access online account tools, payment plans, and low income assistance programs. The commission also provides meter testing, leak investigations, and guidance for property owners addressing service lines and in building plumbing.
Key Takeaways for Residents and Businesses
- Boston’s water system draws from protected reservoir sources and is managed with long term supply planning.
- Ongoing infrastructure investments reduce leaks, improve reliability, and support environmental compliance.
- Combined sewer operations balance stormwater and wastewater while minimizing harbor impacts.
- Transparent rate setting and customer support programs help residents and businesses manage utility costs.
FAQ
Reader questions
How do I pay my Boston Water and Sewer bill online or set up auto pay?
You can pay your bill and manage account preferences through the City of Boston customer portal, or enroll in automatic payments using a checking account or credit card on file.
What should I do if my water appears discolored or has an unusual taste?
Run cold water for a few minutes, check whether the discoloration affects only hot water, and contact the commission’s customer service line so staff can investigate potential main disturbance or treatment issues.
Will my water be affected during main replacement or emergency repairs?
Planned water main replacements and emergency repairs may require temporary service interruptions; the commission provides advance notice, boil water advisories when necessary, and updates on project timelines.
How can I request service line work or report a sewer backup on my property?
Contact the commission’s customer service center to schedule service line assessments or to report backups; crews will inspect the connection and coordinate repairs between the public main and the building boundary.