Emergencies can happen at any time, so it's important to be prepared. Below is some key information to help you be prepared in your home and at work.
In most cases PWP restores service within 24 hours. But after a major disaster, some customers may not have water or power service for days or even weeks. Be sure you are prepared to be without electricity or tap water for an extended period of time.
Depending on the severity of the situation, call our water emergency line (626) 744-4138 or power emergency line (626) 744-4673 to report an outage 24/7. If you or someone else are in danger, call 911.
- Stock emergency kits with enough food, water, weather protection and hygiene/medical supplies for at least 72 hours. Store 1 gallon of water per person per day, and don’t forget to store food and water for pets.
- Always keep on hand fresh batteries, flashlights, ice chests, battery powered radios and manual hand cranks or car chargers for mobile communication devices, all of which are useful during extended power outages.
- Remember that cordless phones do not operate in cases of a blackout; have charged cell phones and/or standard corded telephones handy.
- Review your emergency communications and shelter plans with family, friends, coworkers and neighbors, and record their contact information on paper and in your cell phone.
If you have medical equipment, notify PWP of your device by calling (626) 744-4005. Develop a backup plan with your medical supplier, emergency responders or family.
Before a scheduled/planned outage
- Make food preservation arrangements for outages lasting more than eight hours.
- Make sure your refrigerator doors are closed. During an outage, keeping the doors fully sealed will preserve the food for several hours.
- Check that you can manually open garage doors or powered gates.
- Store flashlights in easy to reach locations.
- Use surge protectors for electronics such as your computer, and back-up any important files.
- Fully charge your electric vehicles, cell phones and other electronics.
- If you are considering a generator, review our generator safety tips. Never connect a generator directly to house wiring.
In an emergency
- In case of an electrical emergency, if you or someone else are in danger, call 911.
- Do not operate any electrical switches if a gas leak is suspected. To shut off the electricity to your home, turn off individual breakers first, then the main switch
- If you are experiencing a power outage, or have a power concern, call Power Dispatch at (626) 744-4673.
- Turn off major appliances, such as air conditioners or pool pumps, to avoid a drain or power surge when the electricity returns.
After an outage
- Reset your clocks including clocks on ovens, microwaves and non battery-powered appliances.
- Check your perishable food carefully to ensure it is still safe to eat.
- Do not drink water from the tap if a “Boil Water Notice” is issued. Follow PWP and Public Health instructions.
- The average person needs to drink at least two quarts of water each day. Children, nursing mothers, and others may need more. Store at least one gallon per person per day, for drinking and cooking.
- Very hot temperatures can double the amount of water needed.
- Store water in thoroughly washed plastic, glass, or enamel-lined metal containers.
- Recycle self-stored water every six months. Recycle commercially bottled water every 12 months.
- Turn off outdoor irrigation. During emergency incidents, turn off outdoor irrigation to preserve critical water supply.
- Water shut-off: The water shut-off valve is generally found where the water supply enters the house. Contact Pasadena Water and Power to turn off your water valve. If this is an emergency, please call the Water Emergency Hotline at (626) 744-4138.
- Outage Management System - Registered customers can receive an automated call from PWP to inform them that their power is out and when they can expect to have it restored. Register here or call 626.744-4005.
- Customer Service Center App - Customers can use their handheld smart device or computer to notify and send pictures to PWP about electric-related problems, such as, a downed power line, a Mylar balloon in overhead wire, or other issues.
- Medical Assistance Program - Do you rely on a plug-in medical device? If so, it is important that PWP is aware so that we can coordinate with public safety for emergency-related response efforts. Customers may also be eligible to receive a $10/month bill credit. Call 626.744.4005 for more details and to sign up.
- Guide to Generators - In the event of an outage, provide power to your essential household appliances using a generator. Learn more about whether a generator is right for you.
- Outage Map - The Outage Map is allows you to see where an outage is occurring and provides the estimated time of restoration, if available.
- Fraud Protection - Criminals use various scams to steal bill payments and information from utility customers. Learn more about how to protect yourself from scammers