Who to Contact

EAWSD customers can report water emergencies and request emergency shut-offs during business hours (8 AM to 5 PM) by calling the EAWSD Customer Service and Billing Office at (505) 466-1085 Opt. 1, or after hours, on weekends and holidays by calling (505) 780-0090. During non-business hours, your call will be directed to one of our on-call service technicians.

Leaks Inside or Outside of Your Home

In case of an emergency, such as a burst pipe, quickly close the main water shut-off valve within your home to prevent costly flood damage. Your main water shut-off valve controls all of the water coming into your house and is often located near the water heater. 

After you've closed your shut-off valve, contact a licensed plumber as soon as possible. We advise keeping the telephone number of a plumber on hand. If any damage occurs, you may want to contact your insurance company. 

REMINDER: Do not touch wet or damaged electrical wires or fittings. If leaking water comes into contact with electrical outlets or wires, do not go anywhere near it. Turn off the power to those devices at the circuit panel and call a licensed electrician to assist you with electrical systems. 

No Tap Water or Temporary Shutoffs

We take great pride in the service we provide to our customers. On rare occasions when we must interrupt your water service to improve or maintain the system or replace infrastructure, we make every effort to notify you in person, by email, or by doorhanger of a scheduled service interruption and the approximate amount of time your service will be off. We also attempt to avoid inconveniencing our customers with water shutoffs for long periods of time; however, sometimes circumstances are out of our control because we don't know what other challenges will be encountered during the repair. If you do not receive notification of a scheduled temporary service interruption from us and little or no water is running from your tap, contact our Customer Service & Billing Office immediately, and a representative will assist you. 

If you know in advance about a scheduled service interruption, we advise that you prepare accordingly to have enough water stored for your daily consumption or cooking needs. In the event of an emergency, where service has been shut off without notification, the Disrict can provide bottled water, if requested.

Disaster Situations or Power Outages

It is likely that during an emergency, EAWSD will declare Emergency Conditions and immediately impose Stage 2 Emergency Water Restrictions. Stage 2 restricts water use to as-needed indoor use only. No outdoor water use is allowed. Please know that during any emergency, District employees are responding to the situation as fast as possible and be advised that if you are experiencing a water outage, it is best to report it directly to EAWSD. Refrain from posting concerns or grievances on social media platforms such as Nextdoor because our staff does not monitor that platform, and we won't be able to assist you in a timely manner if we don't know firsthand what you are experiencing. 

In the event of a major disaster or multi-day power outage, you will be able to obtain information in several ways:

• Posting on the EAWSD website www.eawsd.org
• Emergency Alerts sent via text, email, or phone call, using the CONSTANT CONTACT Notification System. 
• To the extent possible, contacting the designated representative for each Homeowner's Association served wholly, or in part by the EAWSD water system. 
• Notification to SF COMMUNITY COLLEGE KSFR radio and local ELDORADIO 1660 AM radio station. 
• Posting notices at the Agora Shopping Center and the Eldorado Community Improvement Association (ECIA); and notifying the Eldorado Neighborhood Watch Program Manager.

EAWSD has six water storage tanks with a combined capacity of over 2.5 million gallons, sufficient to meet six to eight days or more of water supply under Stage 2 Emergency Water Restrictions. Water use from each tank will be closely monitored and managed, as required, to extend the use of available water as long as possible. 

EAWSD currently has three diesel-fueled mobile generators that can be positioned as needed to run key facilities during an extended power outage. EAWSD has a truck-mounted fuel storage tank, that can be refilled as needed to provide fuel to the generators. Generators will be stationed at one of EAWSD's main water supply sources (i.e.. one of the higher capacity wells or the Santa Fe County water delivery pump station, if this source of supply is available) and at one of EAWSD's primary pump stations, as needed to maximize water production and distribution throughout the system. Operation of the mobile generators will extend EAWSD's ability to deliver water sufficient to meet restricted Stage 2 emergency water deliveries indefinitely. 

Boil Water Notice

A Boil Water Notice is issued only when there is potential for contamination of drinking water due to unexpected conditions in the water system such as sudden loss of water pressure, equipment failures, natural disasters or even following a waterline repair, however it is rare. In the event of a waterline break, which is the most common occurrence with our system, repairing the waterline break is the highest priority. Following any waterline repair, our technicians flush the lines and collect samples and send them to a lab to check for possible bacteriological contamination. If the lab results show that the water meets standards of safety, our technicians will proceed to restore water service to the affected area, which is what usually happens.

In the event that there is any indication of contamination, customers will immediately be alerted and Boil Water Notices, with instructions on what you need to do, will be sent by any of the following methods: Door-to-door hand delivery, emailed notification alerts, as well as posting of large signs at entrances to the affected area. Other methods of notifcation include local newspapers, radio, and television stations, and announcements posted on the EAWSD website homepage, and we also notify the New Mexico Environment Department (NMED). Once lab results indicate that the water meets all standards of safety, a Discontinue Boil Water Notice will be issued using the same methods as listed above.