Customer Service

At the Department of Public Works (DPW) customer service is our number one priority. Whether in the field or online, our commitment is to you, our customer. With that in mind, this website has been designed to offer you numerous services such as billing policies and procedures and answers to frequently asked questions.


  • Billing - Find answers to questions concerning how to change the account name when a property changes ownership, what to do in the event of service termination, how to initiate the lien certificate process when buying or selling property, and how delinquency charges are calculated.
  • Billing Assistance - This section covers billing disputes, rights to service, discount eligibility, how to make payments and request refunds, how to apply for a payment plan, and how to restore water service.
  • Rates - View a schedule of water and sewer rates, special service fees, and fire pipe rates.
  • Programs - View information on assistance programs that cover service pipe leaks (LUTO), lead service replacement, sewer abatement, repair of sewer laterals, and grease trap guidelines for restaurant and food establishments.
  • Metering - Browse through detailed procedures for meter testing, replacement, taking readings, and sub-metering.
  • Frequently Asked Questions (FAQ) - Check out a list of the most frequently asked questions.
  • Contact Us - Learn how to contact the Needham Department of Public Works, Water and Sewer Division.