On behalf of Sean Semple, Director of the City of Trenton’s Department of Water and Sewer, and Taya Brown-Humphrey, Water Treatment Plant Superintendent, I am providing an update on the status of the Trenton Water Works (TWW) system and the Pennington Avenue Reservoir.
The water filtration plant on Route 29 South in Trenton is meeting service-area demand. Finished water storage levels at the Pennington Avenue Reservoir, which has been in service since 1899, are at nearly a three-day supply. System-wide pressure remains stable and has been monitored throughout the day. The interconnection with New Jersey American Water has been deactivated.
At present, our personnel and contract vendors are addressing five water main breaks within the system. We are also responding to emergency requests from private properties experiencing ruptured fire lines—some up to six inches in diameter—which are contributing to system water loss.
Recent reporting has contained inaccuracies and may not fully reflect current system conditions. For your reference, I have attached Director Semple’s official statement regarding the TWW system and the Pennington Avenue Reservoir.
Our personnel and contract vendors remain prepared to respond to severe weather conditions.
We respectfully ask that verified facts and official communications guide your decisions and public discourse regarding the TWW system.
To report water main breaks, toppled fire hydrants, service leaks, and other water emergencies, please call our 24/7 hotline at (609) 989-3222.
Please feel free to contact me directly at (609) 789-7272 with any questions.
Our next update will be issued on Monday, February 16, at 3:00 p.m.
With respect and in service,
Michael
For the first time, TWW will offer extended walk-in hours on Wednesdays from 8:30 a.m. to 6:00 p.m. and Saturday hours from 9:00 a.m. to 12:00 p.m. The expanded schedule is designed to better accommodate customers who are unable to visit during traditional business hours. On Monday, Tuesday, Thursday, and Friday, TWW’s Administrative Office is open for walk-in customers from 8:30 a.m. to 4:00 p.m. On Wednesdays, the office remains open until 6:00 p.m., and on Saturdays, walk-in hours are from 9:00 a.m. to 12:00 p.m.
Customers may visit the Administrative Office to make payments, establish or close accounts, obtain billing assistance, discuss payment arrangements, and receive other customer service support.
“Expanding our customer service hours reflects our commitment to making Trenton Water Works more accessible and responsive to the people we serve,” said Mayor W. Reed Gusciora. “We recognize that many customers work during the day, and these additional hours provide greater flexibility and convenience while reinforcing our commitment to excellent public service.”
Director Sean Semple, who oversees the city’s Department of Water and Sewer, which operates Trenton Water Works, said the initiative is another step toward improving the customer experience.
“Our goal is to provide customers with more opportunities to conduct business with us in person and to ensure they receive timely, professional service,” Semple said. “These expanded hours are part of our ongoing efforts to modernize operations and better meet the needs of our customers.”
Michael Walker, Chief of Communications and Public Outreach for TWW, said the expanded schedule reflects the utility’s continued focus on customer service.
“We are committed to removing barriers that make it difficult for customers to access our services,” Walker said. “By extending our walk-in hours, we are providing greater convenience while reinforcing our commitment to responsive, customer-focused public service.”
TWW’s Administrative Office is located at 333 Cortland Street (off Mulberry Street) in Trenton. Regular business hours remain Monday, Tuesday, Thursday, and Friday from 8:30 a.m. to 4:00 p.m., with expanded walk-in customer service hours now available on Wednesdays until 6:00 p.m. and on Saturdays from 9:00 a.m. to 12:00 p.m.
For more information, customers may contact TWW Customer Care at 1-866-TWW-BLUE.
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