NEWS & UPDATES

BWS crews work to restore water service as quickly and as safely as possible. It is difficult to estimate when service can be restored, however, because we may need to address unforeseen issues and need to make water system adjustments before restoring service.

For some repaired mains, especially along coastal areas or near streams, additional water quality testing may be necessary. This process can take up to 24 hours to complete. During that time, customers affected by the break will typically have access to water wagons until testing is finished.

When a water main break occurs, BWS crews do several things to ensure that the water from a repaired main is safe to drink when the work is done. They will:

1. FLOW water through the main, at a low rate, while excavating to repair the broken main. This prevents debris from entering the water line. The water flow is only shut off when water cannot flow back into the water system.
2. DISINFECT the new section of pipe before installing it.
3. FLUSH water through the repaired line to ensure the water is fit for consumption, to protect public health and ensure water quality.

In most cases, customers will not notice any difference in their water after a main break occurs. However, there are some occasions where area customers may notice temporary discoloration of their water.

For example, water that appears milky is typically caused by tiny air bubbles in the line. This results from construction that vibrates the pipe. Air bubbles in pipes do not affect the quality or safety of the water. Generally, if you let the water sit, the bubbles will dissipate.

If a customer notices any discoloration in their water, flushing out property lines usually addresses this concern. Simply run a large faucet (like a bathtub) or hose bib for a few minutes to get rid of the air and color. If the issue persists, customers may call the BWS 24-hour water trouble line at (808) 748-5000, ext. 1 for further instruction or assistance.

If you suspect air in your lines, the easiest way to address this is to open a large tap, such as a bathtub faucet, while all other taps remain closed. Run the tape for five minutes, while monitoring for hissing or spitting sounds that may indicate air is still in the lines. Continue to run the water until no hissing or spitting sounds or additional air bubbles are released.

To flush your property's water lines, you will need to run all your taps for approximately five minutes. Before you begin, be sure to remove the aerator or screen from any fixture. This will help to prevent any build-up from accumulating on them.

1. Check the main water supply valve to ensure the water in the house is turned on.
2. Starting with the faucet closest to the main water supply valve, turn on every outside faucet and then go inside the home. In a single-story home, begin with the tap closest to and end at the tap farthest from the main water supply valve. If you live in a multi-level residence, start with the highest tap on the top floor, and then move down to the bottom of the house.
3. Let the water run about five minutes. While the water is running, flush each toilet a couple of times.
4. After the five minutes have passed, turn off the taps in the reverse order.
5. Clean the aerators or screens and reattach them to the faucets.

If you believe you sustained personal injury or damage to your vehicle or other property as a result of an incident involving the Board of Water Supply (BWS), you may submit a claim for review.

To initiate the claims process, please complete and submit the BWS Claim Form.

For personal property claims/losses and injuries, please enter and complete your claim using our linked claim form.

BWS Claim Form

For more information, please consult BWS Claim Form Cover Letter.

Please complete the form in its entirety and include any available supporting documentation, such as photographs, police reports, repair estimates or invoices, plumber's reports, contractor reports, medical bills or reports, or other information that will assist BWS in investigating your claim.

Important Deadlines

Under Section 7-117 of the Revised Charter of the City and County of Honolulu, your Claim Form must be filed with BWS within six (6) months after the date of the injury or loss.

Filing a Claim Form does not extend, suspend, or toll any applicable statute of limitations. Claimants remain responsible for timely filing any lawsuit and complying with all applicable legal deadlines.

Insurance

If applicable, you should promptly notify your automobile, homeowner’s, or commercial insurance carrier of the incident. Your insurer may be able to provide more immediate assistance while BWS reviews your claim.

Submit Your Claim

• You may submit a signed Claim Form by email in PDF format to ES_Claims@hbws.org

• You may submit your signed Claim Form by mail to: 
  Board of Water Supply
  ATTN: Risk Management
  630 S. Beretania St.
  Honolulu, HI 96843

• Replacing portions of the system that are most vulnerable to breaks and most critical to service dependability.
• Extending the life of water mains in areas of highest corrosion potential.
• Conducting forensic analysis to determine the primary causes of main breaks and identify changes to design, construction, and operation.
• Pinpointing small cracks or holes for repair.
• Encouraging customers to reduce water use and adjusting operations to increase efficiency, which reduces water being pumped through the system and means less stress on pipelines.
• Developed a 30-year Water Master Plan to identify and prioritize long-term improvements.
• Developed a 30-year Capital Improvement Program (CIP).