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For LADWP’s COVID-19 response, visit www.ladwp.com/covid19response

LADWP Headquarters Impacted by Downtown Apartment Fire Customer Call Wait Times Affected

LADWP Headquarters Impacted by Downtown Apartment Fire

Customer Call Wait Times Affected
LOS ANGELES — The Los Angeles Department of Water and Power (LADWP) Headquarters at 111 N. Hope Street in Los Angeles sustained building damage due to the fire that engulfed an apartment complex under construction at 906 N. Fremont Street early Monday morning. LADWP staff have identified at least 160 windows, mostly on the west side of the John Ferraro Building, that were cracked as a result of the intense heat.  The window panels are each approximately 10 feet high by four feet wide. Employees with work locations near cracked windows are being moved away from them while staff begins boarding and securing each location.  Building and Security Services staff are continuing to check for other impacts and are monitoring air quality to protect the health and safety of all workers and visitors.

As a result of the fire, customers calling 1-800-DIAL-DWP may experience higher than average wait times as some customer service representatives were relocated due to safety reasons. Telephone hold times have been averaging four minutes over the past month, but this morning they were averaging over 30 minutes as a result of the impacts.  Customers may still call 1-800-DIAL-DWP for assistance, but are recommended to go to www.ladwp.com, visit any of our customer service centers, or call tomorrow for immediate assistance with payments, service requests, billing issues and other customer services. 

LADWP is committed to meeting the needs of our customers while also ensuring the safety of our workers. We appreciate our customer’s patience as we work through the impacts of this unexpected incident.

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