2025 WAS YET ANOTHER YEAR WHERE PITTSBURGH WATER TURNED OUR COMMITMENTS INTO REAL RESULTS FOR YOU.
Lead levels in our drinking water are at historic lows, our Water Reliability Plan’s robust infrastructure investments are underway, and our team of deeply committed public servants are as focused as ever on delivering safe, reliable water services to our more than 500,000 neighbors.
That’s why we’re so proud to share with you our 2025 YEAR IN REVIEW. I encourage you to take an opportunity to review this report and see for yourself how our team is reaching new heights in the delivery of safe, reliable water services now and for future generations.
In KEY ACCOMPLISHMENTS, we highlight the priority programs we’re leading, from water main and lead service line replacements to much-needed investments in our infrastructure. With an eye towards Pittsburgh’s water future, the report focuses on connecting 2025’s performance to the three strategic priority areas identified in our ongoing Strategic Plan: Infrastructure Investment, Customer Trust, and Organizational Capacity.
We include PERFORMANCE METRICS that provide information around our daily operational performance. From the quantity and quality of our customer service calls, to the pipes, catch basins, and hydrants we replace, our teams are going above and beyond to deliver the water services you expect.
We also summarize our FINANCIAL HEALTH, detailing our current financial standing and projection for the coming years. Additionally, we highlight our success in securing state and federal funding to support our infrastructure investment.
KEY ACCOMPLISHMENTS
OUR COMMUNITY LEAD RESPONSE
Pittsburgh Water continues to move the needle on our nationally recognized Community Lead Response program, reaching two major milestones in water quality and public health in 2025.
As of December, we officially replaced our 14,000th lead service line. This consistent, aggressive progress is why Pittsburgh Water is regarded as a regional and national leader in proactively removing lead service lines, moving faster than many comparable water systems in the country. Last year, we also recorded lead levels at our lowest level yet, just 2 parts per billion (ppb).
Pittsburgh Water is committed to replacing all residential lead lines in our system to ensure cleaner, safer water for current and future generations of Pittsburghers.
The ABC Project is the largest component of our multi-year Water Reliability Plan. The locations of the project's 3 focal points — Aspinwall Pump Station, Bruecken Pump Station, and The Clearwell — can be found on this map.
WATER RELIABILITY PLAN & ABC PROJECT PROGRESS
Our ongoing investments to upgrade critical infrastructure and modernize our water distribution system will provide more secure and reliable water services for decades to come. This is the central theme of our multi-generational Water Reliability Plan, a $470 million initiative that will span several years and is Pittsburgh Water’s most significant undertaking since our system’s original installation.
In 2025, this historic plan achieved some major milestones, including the dedication of the Highland Reservoir Pump Station and the official groundbreaking of the ABC Project
SEWER SEPARATION & GREEN INFRASTRUCTURE PROJECTS
Sewer separation projects, such as the one ongoing in the South Side Flats, and green infrastructure projects, like the Woods Run stormwater management project in Riverview Park, also play a critical role in improving water quality and safeguarding public health and the environment.
WATER QUALITY
As the largest combined water and sewer authority in Pennsylvania, Pittsburgh Water serves a population of more than 500,000 throughout the City of Pittsburgh and surrounding areas. This is a responsibility we don’t take lightly – each day, our team of hardworking, committed employees works hard for you, delivering safe, reliable water services straight to your taps.
The level of commitment and sense of responsibility we feel as stewards of a life-critical utility were reaffirmed in 2025, following a ballot referendum where residents voted to ensure Pittsburgh Water will remain publicly owned.
As the local host organization for the 2025 US Water Summit, Pittsburgh Water was proud to put our expertise on full display.
COMMUNITY ENGAGEMENT & EVENTS
From immersive Water Workshops to neighborhood community meetings to serving as the host city for the 2025 US Water Alliance’s One Water Summit, Pittsburgh Water was again hard at work in 2025 connecting with our customers and community to share important information about your water.
CUSTOMER ASSISTANCE PROGRAMS
At Pittsburgh Water, we know access to safe, affordable water services is a non-negotiable. Our PGH2O Cares team works endlessly to bolster enrollment in our Customer Assistance Programs and offer financial relief to our most vulnerable customers.
Pittsburgh Water continues to find ways to enhance our existing Programs. Under the terms of our rate settlement, many new improvements were made: forgiving past-due balances provided the customer consistently makes on-time payments of current charges; extending the recertification requirement for the Bill Discount Program from two years to five years for customers on fixed incomes; automatically enrolling customers in the Bill Discount Program when they receive a Hardship Grant; and expanded volumetric discounts.
WORKFORCE DEVELOPMENT & PEOPLE NEWS
With more than 400 dedicated employees at Pittsburgh Water, we are dedicated to developing our current employees and creating a diverse pipeline of future employees through community partnerships and workforce development initiatives.
PERFORMANCE METRICS
Customer Service
- Handled 182,253 customer calls
- Achieved an average answer speed of 44 seconds
- Assisted 135 customers with leak repairs through the Line Repair and Water Conservation Pilot, reducing their monthly consumption by an average of 24%
- Reviewed and issued 377 new permits
- Completed nearly 7,000 dye test certifications
Human Resources
- Hired 61 new employees
- Promoted 40 current employees
- Attended 14 recruitment events
- Published, updated, or enhanced 55 training courses in our Learning Management System
Public Affairs
- Hosted or attended 144 public meetings
- Reached 22,323 subscribers to our social media accounts
- Held 28 scholastic outreach events for inquisitive community members of all ages
Engineering, Operations and Construction
WATER
- Replaced 1,842 public-side lead service lines
- Replaced 1,763 private-side lead service lines
- Flushed and inspected 2,014 fire hydrants
- Replaced 107 fire hydrants
- Inspected 4,185 water valves
- Replaced 503 water valves
- Replaced 37,104 linear feet of water main
SEWER
- Removed 1,235 tons of debris from storm drains
- Lined 15 miles of sewer
- Reconstructed 3,197 linear feet of sewer
- Installed 69 manholes
- Replaced 290 storm drains
WATER TREATMENT PLANT
- Produced an average of 64 million gallons of drinking water per day
- Completed 28,120 water quality tests
FINANCIAL HEALTH AND CAPITAL INVESTMENT
PITTSBURGH WATER MAINTAINS A STRONG FINANCIAL OUTLOOK, AIDED IN PART BY STATE AND FEDERAL FUNDING AND A CREDIT RATING UPGRADE
To advance critical infrastructure projects while minimizing the financial burden on ratepayers, Pittsburgh Water actively secures external funding from state and federal sources. Last year, we received more than $95 million in low-interest loans and $35 million in grant funding. Since 2018, we’ve received over $860 million in low-interest loans and nearly $147 million in grants through PENNVEST, supporting major upgrades to our water distribution system, lead service line replacements, water main improvements, and sewer rehabilitation
By managing our investments effectively, we can continue to improve our vital public infrastructure while delivering to our neighbors the improvements in service and reliability they deserve.
AWARDS AND RECOGNITION
Pittsburgh Water accepts two awards from the Pennsylvania Municipal Authorities Association (PMAA): Best in Show for our powerful rebranding campaign and a Community Events Award for our engaging and educational Water Workshops.
WE'RE PROUD OTHERES ARE RECOGNIZING OUR PROGRESS.
HRO Today
- Leader of Distinction Award: Logan Carmichael, Chief People & Culture Officer
Women We Admire
- Top 50 Chief Legal Officers of 2024 Award: Monica Walaan, Chief Legal & Ethics Officer
American Advertising Awards
- Silver ADDY Award: Pittsburgh Water's "Tap In" Campaign
Water Environment Federation's Technical Exhibition & Conference (WEFTEC)
- Utility of the Future Award, Partnering & Engagement: Pittsburgh Water
Pennsylvania Municipal Authorities Association (PMAA) 2025 Municipal Authority Community Engagement Awards
- Best in Show: Pittsburgh Water's Brand Transformation
- Community Events: Water Workshops
PRINT VERSION
View the print brochure version of our 2025 Year in Review report.