SanDiego.gov Customer Care: How to Get Help from the City of San Diego

What “Customer Care” Means at the City

Customer care at sandiego.gov is the City of San Diego’s set of services that help residents, businesses, and visitors request service, ask questions, pay bills, and resolve problems with city-managed functions. Typical topics include water and sewer billing, potholes, streetlight outages, graffiti, trash and recycling collection, code enforcement, permits, parking meters and citations, and public safety non-emergency reporting.

Unlike some cities that use a 311 phone line, San Diego’s primary intake for non-emergency service is the “Get It Done” system, available on the web and via a mobile app. Phone support still exists for specific departments (notably water and sewer), and emergency or crime-related issues should go through 911 or the San Diego Police Department’s non-emergency numbers. Understanding which channel to use will save you time and speed up resolution.

Primary Contact Channels (Phones, Web Portals, and Addresses)

The City prioritizes online service requests through Get It Done for anything in the public right-of-way or city-maintained assets. For account-specific issues (like water bills), phone support and department portals are the fastest path. In-person counters are available for permits and some transactional services, but you’ll move quicker if you start online and arrive with a case number or appointment.

Keep these official contacts handy. They connect you to the correct team the first time and reduce transfers or duplicate tickets:

• Get It Done service requests (potholes, streetlights, graffiti, trash/recycling, encampments, signs, sidewalks): https://www.sandiego.gov/get-it-done (mobile app: “Get It Done San Diego” on iOS/Android)
• Water/Sewer Billing Customer Service (Public Utilities): 619-515-3500 (Mon–Fri, 7:30 a.m.–5:00 p.m., excluding City holidays); account help and payments: https://www.sandiego.gov/public-utilities/customer-service
• Water/Sewer Emergency (24/7 main breaks, sewer spills, water outages): 619-515-3525
• San Diego Police Department (SDPD) Emergency: 911; Non-emergency dispatch: 619-531-2000 or 858-484-3154; info: https://www.sandiego.gov/police
• Development Services (permits, inspections, code, records): 619-446-5000; https://www.sandiego.gov/development-services; public counter at 1222 First Ave, San Diego, CA 92101
• City Administration Building (general public counters and meetings): 202 C St, San Diego, CA 92101; City homepage: https://www.sandiego.gov

Using “Get It Done” for Service Requests

Get It Done is the City’s fastest intake channel for non-emergency field services. It routes your request directly to the responsible crew with GPS location, photos, and category-specific details. Common categories include: potholes, streetlight outages, sidewalk damage, graffiti, missed trash/recycling collection, illegal dumping, traffic/sign issues, tree maintenance, storm drain concerns, and encampment reports. Submitting via the mobile app or website creates a case number and a public status page you can share.

To file an effective request: take clear, close photos; allow location access or pin the exact spot; pick the most specific category; add cross streets or asset numbers (e.g., streetlight pole ID); and note hazards that raise priority (live wires, blocked traffic lanes, active leaks). After submission, you’ll see status changes such as “Submitted,” “In Process,” “Referred” (if another agency is responsible), or “Closed.” If a request is closed but unresolved, reply within the case thread with a new photo and a brief explanation to reopen or escalate.

For multi-issue locations, submit separate requests by problem type; this avoids one issue delaying the others. If a problem is on private property or a state/county road, the City may “refer” you to the correct owner. Bridges, freeways, and ramps are often Caltrans assets, while some canyons and regional facilities are County-managed; the case notes will generally specify the handoff.

Water and Sewer: Billing, Payments, and Emergencies

The Public Utilities Department handles metered water service, sewer billing, and water quality inquiries. For account questions, bill disputes, payment plans, move-in/move-out, or leak adjustments, call 619-515-3500 during business hours (Mon–Fri, 7:30 a.m.–5:00 p.m.). Many routine actions—viewing usage, paying a bill, or updating contact information—can be done online at https://www.sandiego.gov/public-utilities/customer-service.

Use the 24/7 emergency line at 619-515-3525 for urgent water/sewer issues such as main breaks, wastewater spills, no-water conditions, or rapidly saturating leaks in the right-of-way. Crews triage by public safety and infrastructure risk; provide landmarks, nearest address, and flow direction if water is moving downhill. For private-side leaks, the City can advise but will generally direct you to a licensed plumber; keep repair invoices and meter readings if you plan to request a leak adjustment on a high bill.

For billing relief, ask about payment arrangements if you’ve received a shutoff notice, and inquire about available discounts or temporary hardship options during declared emergencies. If you’re a landlord or property manager, confirm the billing responsibility (owner vs. tenant) and ensure mailing/email contacts are current to avoid missed notices. Document meter reads on move-in/move-out days with time-stamped photos.

Permits, Inspections, and Code Enforcement

Development Services (DSD) is your gateway for building permits, inspections, zoning clearances, and code enforcement. Start at https://www.sandiego.gov/development-services for permit types, checklists, and online submittals. For navigation help, call 619-446-5000. Having an APN (Assessor’s Parcel Number), project address, and a concise project scope (with square footage and use) speeds up triage to the right specialist.

Many permits can be submitted electronically, with status tracking and plan check comments available online. For in-person appointments at 1222 First Ave, bring two copies of plans (if required), structural calcs when applicable, and any prior approvals (historical review, coastal, or discretionary permits). To avoid delays, confirm whether your scope qualifies for over-the-counter review or requires full plan check, and verify required inspections before covering work.

For code complaints (unpermitted construction, hazardous conditions, chronic nuisances), you can report online via DSD’s code portal or through Get It Done when the issue relates to visible property conditions. Include dates, photos, and how the condition impacts safety or access; anonymous complaints are often accepted, but including contact information helps inspectors clarify details.

Public Safety: When to Call 911 vs. Non-Emergency

Call 911 for any immediate threat to life or property, active crimes in progress, fires, medical emergencies, gas odors, or downed power lines. For issues that require a police response but are not urgent—such as loud parties, non-injury collisions where parties are exchanging info, vandalism discovered after the fact, or ongoing parking violations—use SDPD’s non-emergency dispatch at 619-531-2000 or 858-484-3154.

If your request is about city infrastructure rather than crime or safety (e.g., a streetlight outage or a pothole), do not call 911; file a Get It Done request instead. If an infrastructure problem is actively dangerous—like an open manhole or a traffic signal blackout at a busy intersection—call the police non-emergency line after submitting the Get It Done ticket to flag the hazard for immediate response.

For documentation, ask for an incident or CAD number when you speak with dispatch. If you later need records (for insurance or follow-up), the reference number and precise time of your call will help the Records Division locate the entry quickly.

In-Person Service Counters and Hours

For City Council meetings, Clerk services, or general public counters, the City Administration Building is at 202 C St, San Diego, CA 92101. Confirm the specific office and floor before traveling, and bring a government-issued ID if you’ll be entering secure areas or retrieving records. Most public counters operate Monday through Friday during business hours, excluding City holidays.

Development Services’ primary public counter is at 1222 First Ave, San Diego, CA 92101. Appointments are recommended for complex submittals or records research. Arrive with your case or permit number, and bring digital copies of plans on a USB drive in addition to any required paper sets; this often reduces scanning delays.

If you need ADA accommodations, language interpretation, or accessible formats, request them ahead of your visit through the relevant department’s contact page on sandiego.gov. Providing at least 72 hours’ notice helps the City schedule the appropriate support staff.

Pro Tips to Speed Up Resolutions

City crews and customer care teams prioritize requests with accurate locations, clear safety context, and complete information. Submitting through the correct channel and including the right details not only moves your issue faster but also prevents it from being closed or referred due to missing data.

Use these practical steps to get results with minimal back-and-forth:

• Attach 2–3 photos: a wide shot for context and a close-up for detail; include an object for scale (e.g., a shoe next to a pothole).
• Pin precise locations: enable GPS, add the nearest address and cross streets, and include asset IDs (pole number, sign code) if visible.
• Pick the exact category in Get It Done; the wrong category can delay routing by days.
• Note hazards succinctly: “Blocking eastbound lane,” “Trip hazard >1 inch,” or “Live water flow toward storm drain.”
• For water bills, note meter reads and dates; keep repair invoices to request leak adjustments.
• For repeat issues, reference your prior case number so staff can review history and avoid duplicate field visits.
• Check whether the location is City, County, or State (Caltrans) right-of-way; if unsure, file in Get It Done—staff will refer correctly and usually note the receiving agency.
• For in-person visits, book an appointment, bring IDs, case numbers, and digital copies of documents; arrive 10–15 minutes early for security screening.

Need a Starting Point?

If you’re unsure where your issue belongs, begin with a Get It Done request at https://www.sandiego.gov/get-it-done. For account-specific water/sewer questions, call 619-515-3500 during business hours. For emergencies, dial 911; for non-emergency police matters, call 619-531-2000 or 858-484-3154. Keeping these routes straight will connect you to the right City team on the first try.

Bookmark the links and numbers above, and consider enabling notifications in the Get It Done app so you’re alerted as your case status changes. Most importantly, provide complete, clear information—doing so is the single biggest factor in fast, effective customer care from the City of San Diego.

How do I change the name on my water bill in San Diego?

Submit a Request to Update Your Account Information
To transfer water/wastewater service to a new person, please submit a Start Service request rather than requesting a name change. You can update the following information: Name – legal name change or to correct misspelling only. Mailing/billing address.

What is the customer service phone number for SDG&E?

If you believe there is an error on your bill or have a question about your service, please call SDG&E customer support at 1-800-411- SDGE (7343). If you are not satisfied with SDG&E’s response, submit a complaint to the California Public Utilities Commission (CPUC) at www.cpuc.ca.gov/complaints/ .

What is the phone number for the City of San Diego help desk?

619-515-3500
You can send an inquiry to [email protected] or call Customer Service at 619-515-3500.

What is the phone number for San Diego water bill?

619-515-3500
Contact Public Utilities
If you need assistance, please contact the Customer Care Helpline at 619-515-3500.