Decide first who needs to know about the backup
The city runs both the water utility and the sanitary sewers, and it asks residents to notify it before calling a plumber for a backup. Its backup guidance explains why. If the blockage is in the public sewer, our cable in your line will not help.
| Situation | Number to dial | Then |
|---|---|---|
| Water main break, odd taste, odor or low pressure | (630) 420-6137 | Report it, then call us for your side |
| Same problem after hours | (630) 420-6060 | Same |
| Sewer backup in the basement | City water utility first | We clear and camera your service line |
| Plumbing permit question | (630) 420-6100 option 2 | Ask before work starts |
Homeowners maintain their own sanitary service lines, so once the city has checked the main, our job is the line from your house to the connection.
Sewer line cleaning that matches the real clog
A slow floor drain and a backed-up laundry sink often share one cause, a blocked lateral. We start with a cable, then run a camera to see roots, grease or a broken joint. A sewer line cleaning visit ends with the footage, not a guess.
If the camera shows a cracked or offset pipe, cleaning only buys time. We say so, and show the pipe before recommending repair.
Treat sewage as an emergency
Sewage in a floor drain is unsafe to handle. Keep people and pets out, stay clear of outlets and the furnace, and stop every fixture. Call the 24/7 line and notify the city utility.
If you smell gas, leave at once and call Nicor Gas on 888-642-6748 or 911.
A city reimbursement worth knowing before you hire anyone
Naperville runs a Sanitary Sewer Backflow Device Reimbursement Program that covers 75 percent of approved cost for backups from a surcharged sanitary sewer during heavy rain. Approval is needed before work, and stormwater flooding is not covered.
That order matters. Call the city before any backflow device is installed, or you may lose the reimbursement. We can work to the device the city approves, and we give you itemized paperwork for your claim.
Where the sump pump should send its water
The city says a sump pump cannot connect to the sanitary sewer or the basement floor drain. It should discharge outside, at least 10 feet from the house, per the city's flooding page.
A pump tied into the drain loads the sewer during storms, and that can be the reason your basement backs up while the neighbor's stays dry.
Water heater replacement and the permit step
Median home year here is 1990, and 39.9 percent of homes were built from 1970 to 1989. Tanks from that era's builds are often original. A water heater replacement done on your schedule beats one forced by a flood.
The city's permit guide lists plumbing work and replacing water or sewer service lines as permit work. Whether a like-for-like tank swap needs a permit is not clearly stated, so call Building Permits at (630) 420-6100 option 2 or visit the Municipal Center at 400 S. Eagle Street.
What to do while we are on the way
This list is short on purpose.
Close the main supply
Turn the valve where the line enters the house. If you cannot find it, tell dispatch.
Stop sinks, tubs and washers
Anything that sends water to the sanitary line feeds the backup.
Get away from wet electrics
Do not wade through water near outlets or a panel.
Call us around the clock
Tell us if the city has been notified. Have your street and nearest cross street ready.
Four townships, four ZIP codes and old downtown houses
Naperville spans four townships, so addresses on the Will County side differ from DuPage addresses. Giving dispatch your full street and ZIP prevents confusion. The city also has a Local Historic District from 1986 and a Federal Historic District from 1977, with 8.4 percent of homes built 1940 to 1969 and 2.5 percent before 1940.
Older houses often have older drains. For major changes, ask the city about rules for historic areas. If you work near the county line, we also serve Downers Grove and Darien from the same dispatch base.
Backup or leak in Naperville
Call the emergency line now. A clear price comes before work starts, with same-day appointments when available.
Questions we hear
Yes. We serve 60540, the primary ZIP, plus 60563, 60564 and 60565. The 60564 ZIP is on the Will County side, so mention that when you call. The city spans four townships, near the Riverwalk, Centennial Beach and Naper Settlement in the older part of town.
Yes. We are open 24/7 for backups, burst pipes and water heater failures.
The city asks you to notify it first so it can check the public sewer. Then we clear your service line.
No. It covers backups from a surcharged sanitary sewer in heavy rain, at 75 percent of approved cost. Approval is required before work.
Outside, at least 10 feet from the house, and never to the sanitary sewer or basement floor drain.
The city does not clearly state it for in-kind swaps. Call (630) 420-6100 option 2.
Yes, including shared lines for property managers.
For a recurring backup, schedule a camera inspection before the next heavy rain.
Naperville on the map
Naperville is west of Woodridge and spans four townships, so give dispatch your full address and ZIP.