Customer service

Offices and service stations

Contact point service

We deal with customers wishing to start or terminate water services, handle water rate payments, and so on.

Receipt of various types of water supply notifications

We respond to customers wishing to start or terminate water services, change their registered names, apply for exemption arrangements, and so on.
On receipt of customer applications, we check the application documents and make applicability judgments.

Inquiries and consultation requests about water supply services

We respond and provide advice in relation to a wide range of inquiries, including those concerning water consumption, water rates, and exemption arrangements.

Collection of water rates, etc.

We collect water and sewerage rates, fees associated with various waterworks construction applications, and so on.

Water meter reading

This service is used in relation to the calculation of water consumption. We also provide work progress management, instructions, and other functions to support the work of water meter readers.

Water consumption calculation

We provide water consumption calculation services.
If water rates cannot be calculated when periodic water meter readings are taken due to large fluctuations in the volume or for other such reasons, we will conduct surveys and reviews, work out the water consumption volumes accurately, and calculate the water rates accordingly.

On-site surveys on water leakage, etc.

In response to water rate-related inquiries concerning matters such as water leakage, we will visit the site and conduct on-site surveys.
We do our utmost to resolve problems as early as possible by speaking directly to our customers.

Collection management

This service is used in relation to unpaid water rates.

Collection management, including notifications

If customers are late in paying for water, sewerage, or other services, we visit or telephone them to collect payment.

Water service installation work

  1. Acceptance of applications for installation work and design reviews
    reviewsWe accept applications for installation work from applicants (made through the agency of plumbing contractors designated by the Tokyo Metropolitan Government) and check the appropriateness of design reviews.
  2. On-site inspection of service pipe installation or removal work
    We check the appropriateness of on-site inspections of the installation or removal of service pipes that branch off from the distribution main.
  3. Acceptance of completion notifications and completion inspections
    We accept completion notifications for water service installation work and check the appropriateness of completion inspections.
  4. Replacement of expired meters
    We provide administration and supervision for the replacement of meters that have exceeded their certified service life (eight years) in accordance with the Weights and Measures Law.
  5. Electronic application help desk operations for water service installation
    We respond to users who contact us to ask for advice or make inquiries in relation to electronic applications for water service installation work or electronic inspections of water pipe management charts. We also provide training on electronic applications, etc.
Point of contact: Electronic Application Help Desk for Water Service Installation

TEL: 03-5305-5946

Opening hours: 08:30–17:15, except for Saturdays, Sundays, and public holidays

FAX: 03-5305-5948

Opening hours: 24 hours a day

Please note, however, that we cannot respond immediately to requests or inquiries made outside our telephone service hours.

Inspection of water supply facilities equipped with water tanks

Estimation service for switching to the direct water supply system
(entrusted by the Tokyo Metropolitan Government Bureau of Waterworks)

Overview of the estimation service for switching to the direct water supply system
The Tokyo Metropolitan Government Bureau of Waterworks provides an estimation service for switching to the direct water supply system to allow customers who do not have access to any waterworks companies or other professionals that they could consult about the engineering work required to switch to the direct water supply system and obtain the engineering information that they need.
We have been entrusted to undertake the provision of the estimation service for switching to the direct water supply system since 2004. Our service includes sending information documents, accepting applications, and explaining the estimation results(consultation service).
Why should you switch to the direct water supply system?
While the water supply system that makes use of water tanks supplies water through a water tank installed for each customer so that water can be stored temporarily before use, the direct water supply system supplies water directly to the tap without any need for it to be stored in a water tank first. The direct water supply system has a number of advantages, such as eliminating the need for water tank installation space as well as cleaning and other maintenance operations.
Service content
Estimation service for switching to the direct water supply system
  • Customers can have estimates created by plumbing contractors that have been designated by the Tokyo Metropolitan Government and are registered with companies that provide estimation services.
  • You can receive estimates from up to two companies of your choice free of charge.
  • We do not charge any fee for the preparation of estimates.
  • This service is intended for facilities with an effective water storage capacity of no more than 10m3.
Consultation service
  • We offer a free-of-charge consultation service to explain the technical language used in estimates prepared under our estimation service as well as the water supply system.

*We do not provide a consultation service on the installation costs or the selection of a water supply system.

Inquiries about the estimation service for switching to the direct water supply system
Water Service Installation Division, Contact Point Service Department, Customer Service Headquarters Section in charge of the estimation service for switching to the direct water supply system
03-5320-9367

Opening hours: 9:00 a.m–5:00 p.m.
(on weekdays)

Inspection of water supply facilities equipped with water tanks
(entrusted by the Tokyo Metropolitan Government Bureau of Waterworks)

Inspection overview
The Tokyo Metropolitan Government Bureau of Waterworks has been conducting surveys on the management of water supply facilities equipped with water tanks to promote more appropriate management of such facilities.
We have been entrusted to undertake inspections of water supply facilities equipped with water tanks since 2004. This service is related to the provision of advice and information to installers (owners) and administrators commissioned by installers (hereinafter referred to as “installers, etc.”) concerning appropriate management and switching to the direct water supply system.
What are water supply facilities equipped with water tanks?
The term “water supply facilities equipped with water tanks” refers collectively to water supply facilities that are situated further downstream than the water tanks installed in commercial buildings, apartment buildings, and other buildings.
One advantage of the water supply system that makes use of water tanks is that users can use the water left in their water tanks in the event of a disaster or an interruption to supply.
At the same time, however, hygiene issues (turbidity, odor, etc.) may be present if regular inspections and cleaning are not carried out properly. Appropriate management must be carried out on a daily basis.
Although the Tokyo Metropolitan Government Bureau of Waterworks is responsible for the quality of water until it reaches the water tanks, the installers, etc. are responsible for managing the quality of the water once it reaches these tanks.
On-site inspection details
(1) Inspection costs Free of charge charge*We will visit the actual site only after we have obtained approval from the installers, etc. and arranged an appointment for the visit with them.
(2) Duration of inspection Approx. 30 minutes
(3) Target of inspection Water supply facilities equipped with water tanks within the service area of the Tokyo Metropolitan Government Bureau of Waterworks *Unlike statutory inspections, this is not compulsory.
(4) Inspection details
  • ① Inspection of facilities: Check the appearance and interior of the water tank facilities.
  • ② Simplified water-quality inspection: Inspect the water at the direct connection plug and in the water tank to compare their residual chlorine, turbidity, and color levels.
  • ③ Capacity inspection: Check how much water is replaced each day.
Other inspection-related matters
The Tokyo Metropolitan Government Bureau of Waterworks has been conducting postcard and telephone surveys on the management of water supply facilities equipped with water tanks to promote more appropriate management of such facilities.
Inquiries about water tank inspections
Water Service Installation Division, Contact Point Service Department, Customer Service Headquarters
03-5989-0406
Opening hours: 9:00 a.m. –5:00 p.m.
(on weekdays)

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