Rusty Water

Why is the water brown?

Your water is brown due to tiny rust particles made of iron.   Under normal conditions, these particles lie undisturbed on the bottom of the pipes. When a disturbance occurs such as a water pipe break, it causes the water in the pipes to flow much faster than normal, which in turn, causes rust particles to be picked up off the bottom of the pipe and carried into the water. This can happen due to a broken water main, a fire in the neighborhood, or anything that causes the water in the pipes to move faster.

Will it make me sick?

Our lab has never found any harmful bacteria in rusty water but we recommend that you don't drink it until it becomes clear again. You can determine this by filling a clean glass with the water and placing it on a white piece of paper. If you're uncertain about whether the water is safe to drink, our laboratories will gladly test it for you. Call the Division of Water Quality at 441-5678, we can usually respond the same day, there is no charge for this service.

How long will it take to clear up?

This is hard to tell, every situation is different. Normally, the water will clear up in four to eight hours. You can help by flushing your commode every half hour or so until it runs clear. Please try not to use your hot water until the water clears, this will keep sediment out of your water heater.

I've ruined my laundry, what can I do?

Do not add bleach, it will make the stain harder to remove.  Laundry stains from rusty water can be removed with a special cleaning agent called "Rover".  If you have stained laundry as a result of rusty water, please call our customer service department at 664-6701 and request some "Rover".   It's added to your wash just like detergent, please read the instructions that are included. 

Is the Department of Utilities doing anything about this?

Yes. As soon as the Department of Utilities is notified of rusty water in the City lines, crews begin locating the source of the problem and correcting it. Remember that it usually takes four to eight hours for the water to clear. This time frame is due to natural forces beyond the Department's control.

Has the media been notified?

When we become aware of a major disturbance in the water lines, the media are notified through a press release which carries which carries the warning of possible rusty water in certain areas. There are times, however, when the Department is not aware of the disturbance or of rusty water problems until customers report it. The Department still notifies the media in such cases, but the notification is after the fact.

Additional Information

If you need more information on the quality of Norfolk's drinking water, please contact the Division of Water Quality at 441-5678, between the hours of 8:00 a.m. and 5:00 p.m. Monday through Friday.

We are here to serve you!

EMERGENCY NUMBERS:

Water or Sewer Main Breaks (757) 823-1000

Customer Service (757) 664-6700

Miss Utility (Call Before You Dig)

1-800-552-7001