Customer Service Knowledge Base — Last updated April 29, 2026. This document contains current operating policies, frequently asked questions, drought response status, and customer-facing procedures for Consolidated Mutual Water Company (CMWC), serving Lakewood, Wheat Ridge, and portions of unincorporated Jefferson County, Colorado.
Consolidated Mutual Water Company is a private, non-profit mutual water company established in 1937. CMWC serves approximately 30,000 connections and 100,000 residents across roughly 22 square miles in Jefferson County, Colorado. The company is governed by an elected Board of Directors made up of CMWC shareholders, and water rights are held in trust for the benefit of customers.
CMWC sources its water from the Clear Creek watershed and operates the Maple Grove Reservoir and Welchester Treatment Plant. The company is a wholesale and retail provider, and is regulated by the Colorado Department of Public Health and Environment (CDPHE) for drinking water quality.
Customer Service Phone: (303) 238-0451
Customer Service Hours: Monday through Friday, 8:00 AM to 4:30 PM Mountain Time. Closed weekends and federal holidays.
24/7 Emergency Line: (303) 238-0451, option 9. Used for water main breaks, no-water situations, suspected contamination, and other after-hours emergencies.
Office Address: 12700 W. 27th Avenue, Lakewood, CO 80215
Website: www.cmwc.example.com
Email (non-urgent): customerservice@cmwc.example.com
CMWC’s service territory is bounded approximately by Sheridan Boulevard on the east, Indiana Street on the west, 32nd Avenue on the north, and Mississippi Avenue on the south. The service area includes most of central and western Lakewood, southern Wheat Ridge, and adjacent unincorporated Jefferson County neighborhoods. Customers uncertain whether their address is within CMWC’s service area should call customer service with their address; the boundary is irregular and several adjacent neighborhoods are served by Denver Water, Green Mountain Water and Sanitation District, or other providers.
STATUS: STAGE 2 DROUGHT RESTRICTIONS ARE CURRENTLY IN EFFECT.
Effective Date: May 1, 2026 Scheduled Expiration: September 30, 2026 (subject to extension or modification by Board action based on reservoir levels and snowpack data). Declared By: CMWC Board of Directors, resolution adopted April 14, 2026. Reason: Below-average winter snowpack in the Clear Creek basin (78% of 30-year median as of April 1, 2026) combined with Maple Grove Reservoir levels at 64% of capacity entering the irrigation season.
Under Stage 2 restrictions, the following rules apply to all CMWC customers:
| Violation | Penalty |
|---|---|
| First violation | Written warning, no fine. |
| Second violation (within 12 months) | $50 fine added to next water bill. |
| Third violation (within 12 months) | $200 fine added to next water bill. |
| Fourth and subsequent violations | $500 fine per violation, plus possible installation of flow restrictor at customer expense. |
Customers may report suspected violations by calling (303) 238-0451 during business hours or submitting a report through the CMWC website. Reports may be made anonymously. CMWC investigates all reports but does not disclose the identity of reporters.
Customers with legitimate hardship circumstances (medical landscape needs, newly installed landscaping, livestock, etc.) may request a variance by submitting a written request to CMWC. Variance requests are reviewed within 5 business days. Approved variances are granted in writing and are valid for the duration of the restriction period.
CMWC has four drought response stages defined in its Drought Response Plan:
| Stage | Trigger | Type | Summary |
|---|---|---|---|
| Stage 1: Water Watch | Snowpack below 90% of median OR reservoir below 75% of capacity entering irrigation season. | Voluntary | Customers asked to reduce outdoor water use voluntarily by 10%. No mandatory rules. Public messaging campaign initiated. |
| Stage 2: Water Warning | Snowpack below 80% of median OR reservoir below 65% of capacity. | Mandatory | Three-day-per-week watering schedule by address parity. No watering 10 AM–6 PM. Penalties apply. Target: 15–20% reduction. |
| Stage 3: Water Emergency | Snowpack below 70% of median OR reservoir below 50% of capacity. | Mandatory | Two-day-per-week watering schedule. No watering 8 AM–8 PM. No new pool fills. No new landscape installations. Target: 25–30% reduction. |
| Stage 4: Water Crisis | Snowpack below 60% of median OR reservoir below 35% of capacity, or system-threatening event. | Mandatory | No outdoor watering of turf permitted. Hand-watering of trees only. Indoor use restrictions may apply. Surcharge billing for use above baseline. Target: 40%+ reduction. |
The CMWC Board of Directors reviews drought conditions monthly during irrigation season (April through September) and quarterly in off-season. Stage changes are announced via direct mail, email, the CMWC website, and local news media at least 14 days before taking effect, except in cases of system emergency where shorter notice may be required. Customers can confirm the current stage at any time by calling customer service or checking the website.
CMWC bills customers monthly. Bills are mailed approximately 3 business days after the meter read date. Payment is due 21 days from the bill date. Bills include water usage charges, a fixed monthly service fee based on meter size, and any applicable taxes or fees.
Accounts not paid by the due date incur a 1.5% late fee on the unpaid balance. Accounts more than 45 days past due receive a shut-off notice. Service may be disconnected for accounts more than 60 days past due. A reconnection fee of $75 applies during business hours and $150 after hours.
Customers experiencing financial hardship may request a payment plan by calling customer service before the due date. CMWC offers up to 6-month payment plans on past-due balances with no additional fees, provided the customer remains current on new monthly charges.
Customers who believe their bill is incorrect should call customer service within 30 days of the bill date. CMWC will review the account, provide meter read history, and arrange a re-read of the meter if requested. Disputed amounts do not need to be paid while under review, but undisputed portions of the bill remain due.
To start service at an address that already has a CMWC account history, customers should call customer service at least 2 business days before the desired start date. Required information: full name, service address, mailing address, phone, email, and Social Security number or driver’s license number for identity verification. A $25 account setup fee applies. A deposit may be required for customers without an established payment history (typically $100–$200, refundable after 12 months of on-time payment).
To stop service, customers should call at least 2 business days before the desired stop date. CMWC will perform a final meter read on the requested date and mail a final bill within 14 days. Refunds of deposits and credit balances are issued by check within 30 days.
When moving within the CMWC service area, customers can transfer their account to a new address with one phone call. The transfer fee is $25. Deposits and payment history transfer with the account.
The following situations should be reported immediately by calling (303) 238-0451:
CMWC is responsible for leaks in the water main and the service line up to and including the curb stop (typically located at the property line). The customer is responsible for the service line from the curb stop to the home, plus all internal plumbing. If a customer is unsure which side a leak is on, CMWC will send a technician at no charge to determine the location.
Customers receiving an unusually high bill should first check for visible leaks (running toilets are the most common cause), look at the meter when no water is being used (any movement indicates a leak), and check irrigation systems. CMWC will provide a one-time leak adjustment per account per 24-month period if the customer documents that the leak has been repaired and the high usage was outside normal patterns. The adjustment credits the customer for half the excess usage above their 12-month average.
To prevent frozen pipes in winter: insulate exposed pipes, disconnect outdoor hoses before first freeze, allow a slow drip from faucets on exterior walls during extreme cold, and know the location of the main shut-off valve. If a pipe freezes, shut off water at the main, open the affected faucet, and apply gentle heat (hair dryer, warm towels). Never use an open flame.
CMWC water originates as snowmelt in the Clear Creek watershed, is stored in Maple Grove Reservoir, and is treated at the Welchester Treatment Plant using coagulation, sedimentation, filtration, and disinfection with chloramines (combined chlorine and ammonia). Fluoride is added to the optimal level (0.7 mg/L) for dental health.
CMWC water is moderately hard, averaging 110–140 mg/L (6.5–8 grains per gallon). Customers with water softeners should set them to this range. Hardness varies slightly seasonally.
Cloudy or milky water: Usually caused by air in the lines, often after maintenance work. Fill a glass and let it sit; if cloudiness clears from bottom to top, it is harmless air. If it persists, call customer service.
Discolored water (yellow, brown, rusty): Typically caused by hydrant flushing, main breaks, or sediment disturbance. Run cold water from the bathtub tap (not hot water, as this can pull sediment into the water heater) for 5–10 minutes. If it does not clear, call customer service.
Chlorine taste or smell: Normal and indicates the water is properly disinfected. To reduce, refrigerate water in an open pitcher for an hour, or use a carbon filter.
Pink or black residue in showers/toilets: This is airborne mold or bacteria growing on damp surfaces, not a water quality issue. Clean affected surfaces with a bleach-based cleaner.
Lead concerns: CMWC water is non-corrosive and tested annually for lead at customer taps; results consistently meet EPA standards. Lead, when present, typically comes from older home plumbing. Customers concerned about lead can request free lead testing through the CMWC water quality program.
CMWC publishes an annual Consumer Confidence Report (CCR) by July 1 each year, summarizing water quality testing results for the prior calendar year. The report is mailed to all customers and posted on the website.
CMWC delivers water at the property line at 40–80 PSI depending on elevation within the service area. Customers in higher-elevation neighborhoods (Green Mountain, Maple Grove area) may have pressure on the lower end; customers in lower-elevation areas may need a pressure-reducing valve (PRV) to bring pressure below 80 PSI for plumbing protection.
If pressure suddenly drops, check whether neighbors are also affected (suggests a CMWC issue) or only your home (suggests an internal issue). Common internal causes include clogged faucet aerators, partially closed shut-off valves, failing PRV, or leaks. CMWC will perform a free pressure test at the meter on request.
Pressure consistently above 80 PSI can damage plumbing, water heaters, and appliances. Homes built before 1990 may not have a PRV; installation by a licensed plumber is recommended. CMWC does not install or service PRVs on customer-side plumbing.
Planned outages for maintenance or system improvements are announced at least 48 hours in advance via door hangers, email, and text alerts to enrolled customers. Most planned outages last under 4 hours.
Water main breaks and other unplanned outages are repaired as quickly as possible. Crews are dispatched 24/7. Estimated time to restoration depends on the size of the break, weather, and required materials. CMWC posts active outages on the website and provides updates by phone for affected customers.
If water pressure drops below safe levels during a main break, CMWC may issue a precautionary boil water notice to affected customers. Customers should bring water to a rolling boil for 1 minute before drinking, cooking, brushing teeth, or making ice. Notices are lifted after bacteriological testing confirms water safety, typically within 24–48 hours. Notices are delivered by door hanger, automated phone call, email, and text alert.
Customers can enroll in free phone, text, and email outage alerts through the customer portal or by calling customer service. CMWC strongly encourages enrollment, as alerts include planned outages, boil water notices, water quality advisories, and drought stage changes.
CMWC reads meters monthly using automated meter reading (AMR) technology. A radio-equipped vehicle drives through neighborhoods and collects readings remotely; meter readers do not enter customer property routinely. If an AMR signal cannot be received, a manual read is performed.
Most CMWC meters are located in a meter pit near the curb, accessible by a round metal lid (typically marked “WATER”). The meter shows total cumulative gallons used. To check usage, take a reading, then take another reading later; the difference is your usage in gallons.
Customers who believe their meter is reading inaccurately may request a meter test. The first test is free if the meter is found to be inaccurate (more than 2% fast); if the meter is accurate, a $50 testing fee applies. Replacement meters are installed at no charge if testing confirms inaccuracy.
Customers building a new home or commercial structure within the CMWC service area must apply for a new service tap. Tap fees vary by meter size and are set annually by the Board. As of 2026, residential 3/4-inch tap fees are $14,800. Tap fees include the system development fee, the physical tap installation, and the meter. The application process typically takes 4–6 weeks. Customers should contact CMWC engineering at (303) 238-0451, option 4, to begin.
Colorado regulations require all customers with potential cross-connections (irrigation systems, fire suppression systems, boilers, commercial processes) to install and annually test approved backflow prevention assemblies. CMWC maintains a cross-connection control program in compliance with CDPHE regulations.
Residential customers with sprinkler systems must have a backflow preventer (typically a pressure vacuum breaker or double-check valve) installed and tested annually by a certified tester. CMWC maintains a list of certified testers on its website. Test reports are due each year by May 31. Customers who do not submit a passing test by the deadline receive a notice and may have service interrupted if non-compliance continues.
| Tier | Monthly Usage | Rate per 1,000 gallons |
|---|---|---|
| Tier 1 | 0 – 6,000 gallons | $3.85 |
| Tier 2 | 6,001 – 15,000 gallons | $5.20 |
| Tier 3 | 15,001 – 30,000 gallons | $7.65 |
| Tier 4 | 30,001+ gallons | $11.40 |
| Meter Size | Monthly Charge |
|---|---|
| 5/8” (most common residential) | $18.50 |
| 3/4” | $24.75 |
| 1” | $38.20 |
| 1.5” | $72.60 |
| 2” | $112.40 |
During Stage 3 or Stage 4 declarations, a drought surcharge applies to usage above 110% of the customer’s prior 12-month average. The surcharge is $4.00 per 1,000 gallons in Stage 3 and $8.00 per 1,000 gallons in Stage 4. No drought surcharge currently applies under Stage 2.
Rebate applications are available on the CMWC website or by calling customer service. Pre-approval is required for the turf replacement rebate; other rebates can be applied for after purchase with a receipt and product documentation. Rebates are issued as account credits within 30 days of approval.
This document is the customer-facing knowledge base for Consolidated Mutual Water Company. For questions not answered here, customers should call (303) 238-0451 during business hours or use the 24/7 emergency line for urgent water issues. Information current as of April 29, 2026.