Serving our Customers
Service Levels
How do we measure up?
We keep our finger on the pulse of how
well we are serving our customers, meeting their expectations,
and fulfilling our mission.
In talking with our customers and stakeholders, we have identified seven core service levels that are particularly important to—and clearly affect—our customers. Simply put, these levels measure the aspects of our service that customers care about most.
Typical Maintenance Activities
At SacSewer, we stay laser-focused on keeping the sewer system in good working order so our customers can count on reliable sewer service. We closely monitor the condition of our system. Sometimes, we’re investigating a reported sewer problem, while other times we are completing maintenance or inspections that prevent problems from occurring. To do this work, we regularly need access to utility easements, many of which are on customers’ properties.
Customer vs. SacSewer Responsibility
It’s important to understand which part of the sewer system is a customer’s responsibility and which part is SacSewer’s responsibility.
SacSewer owns, operates, and maintains a network of 4,500 miles of main line and lower lateral pipes within a 270 square-mile area. However, there are certain sections of the sewer pipes that our customers are responsible for maintaining. To learn more about which sections we maintain – and which are the responsibility of our customers – a detailed sewer maintenance diagram is provided here for your reference.
Sewer Easements: If you have a sewer easement on your property, learn about easement access rights and responsibilities.
Please note: SacSewer is not part of any private insurance program and does not endorse any private sewer insurance program. Check out our “When You Receive Notice of Private Sewer Insurance” fact sheet for more information.
Monthly Sewer Rates
SacSewer provides sewage collection service to 1.2 million people throughout the Sacramento region. Our customers pay a sewer charge that is included in the consolidated utility bill sent every other month to customers by the County of Sacramento. Since the bill is only sent every other month, each bill reflects two monthly service charges.
Rate Assistance Program
The Sacramento Area Sewer District (SacSewer) offers eligible low-income customers a savings of $18.75 to $25 per year on the local wastewater collection portion of their sewer bill, depending on the type of dwelling.
To qualify for the rebate, your name must appear on the sewer bill, you must meet certain income criteria, and you must live at the address for which the rebate is being requested. Only one rebate per customer.
Sewer Improvement Projects
SacSewer implements necessary infrastructure improvements to ensure the safe and reliable performance of the sewer system. This section provides information about current projects that may affect our customers.
Upper Lateral Loan Program
A low-interest loan from SacSewer makes fixing your sewer’s upper lateral more affordable.
As a property owner, you are responsible for the private sewer pipe serving your property. This “upper lateral” connects your home to a “lower lateral” owned by SacSewer.
Contact Us
The public counter at 10060 Goethe Road, Sacramento, is open Monday through Thursday from 8:00 a.m. to 4:30 p.m. and Friday from 8:00 a.m. to 3:30 p.m.
If you simply have a question, please contact us by phone or email.
- For sewer impact fee or sewer connection permit questions, call our Permit Services Unit at 916-876-6100 or email us at permitservices@sacsewer.com
- For plan check or sewer map questions, call our Plan Check Unit at 916-876-7526 or email us at plancheck@sacsewer.com
- For specific work unit questions, call or email the appropriate work unit directly using contact information provided throughout the web site. Our Contact Us (below), Developer Resources, Upper Lateral Loan Program, Rate Assistance Program, and Confluence Regional Partnership Program pages all contain means for contacting staff by phone or email in specific program areas.
- For other non-urgent questions, please use the web message form located at the bottom of this page.
If you are seeking to submit documents . . .
Please submit them by email if at all possible by coordinating with the appropriate staffing unit. When email submittal is not possible, use the drop-off box located at our public counter.
If you need to make a sewer impact fee payment . . .
Please do so with a cashier at the Sacramento County Building Assistance Center (BAC) located at 9700 Goethe Road, Sacramento, CA 95827, which is presently open only for payments Monday thru Thursday from 8:30 a.m to 4:30 p.m. and Friday from 8:00 a.m. to 3:30 p.m. To confirm BAC payment processing locations or open hours, call 916-874-8250. Our Permits page has more detailed information on the County BACs, but it is our understanding that the Goethe BAC location is the only one currently accepting payments. We are not currently accepting payments at our office.
Our current anticipated response time for all inquiries is three business days, but please be aware that response time may be delayed as circumstances evolve related to staffing and operational constraints. Thank you for your patience and cooperation.
* * *
We are committed to providing outstanding customer service. Please contact us using one of the relevant numbers below.
Sewer Overflows & Problems: (916) 875-6730
| Non-Emergency Numbers |
|---|
| Administration (General Information) (916) 876-6000 |
| Permit Services Unit (916) 876-6100 |
| Customer Service Liaison (916) 875-1562 |
| Sewer Map & Location Questions (916) 876-7526 |
| Development Plan Check (916) 876-7526 |
| Public Affairs Office (916) 876-6120 |
| Wastewater Source Control Section (916) 875-6470 |
| Other Agency Numbers: |
|---|
| Department of Water Resources – Drainage & Water Supply (916) 875-RAIN (7246) |
| Sacramento County’s Employment Office (916) 875-5593 |
| Municipal Services Agency – Human Resources Office (916) 875-4333 |
| California Relay Service Number (800) 735-2929 TDD |
