Notice issued after an equipment malfunction and operations oversight allowed the water level in a tower located in the City’s 767 water distribution zone to drop to zero. City providing bottled water to impacted customers.

Due to the drop in water pressure in a portion of the City’s 767 water zone (see map), the Texas Commission on Environmental Quality has required the City of Richardson to notify all customers to boil their water prior to consumption (e.g., washing hands/face, brushing teeth, drinking, etc). Children, seniors, and persons with weakened immune systems are particularly vulnerable to harmful bacteria, and all customers should follow the protective measures provided below.

Boil Water Map

What Happened
Earlier today, the City’s Holly Water Tower (located between Mimosa Drive and Dogwood Drive) lost all water pressure. The loss of pressure was due to a malfunction of telemetry equipment that failed to notify operators of the drop in water level of the tower. The tower was at zero pressure for approximately five minutes before teams identified the issue and restarted the pumps. 

While telemetry equipment monitors the water level in the tower, the City also has Supervisory Control And Data Acquisition (SCADA) personnel staffed around the clock to monitor the system and respond when issues arise. The staff on-duty at the time did not recognize the technology malfunction, which, when combined with the equipment failure, allowed the water levels in the tower to drop. 

The impacted area is located in a portion of the City’s 767 water distribution zone (see map) that services approximately 17,000 customers. This includes residential properties, school campuses, and businesses. All customers in this area fall under the boil water notice.

Water Distribution Center
The City of Richardson has bottled water available for all residents impacted in the area of the boil water notice. Bottled water will be available for pickup at the Heights Recreation Center throughout the duration of this incident. 

Water distribution center location and times of operation:

Heights Recreation Center
711 W Arapaho Rd, Richardson, TX 75080

Times of operation
8:30 p.m. – 10 p.m. Wednesday (Nov. 6, 2024)
7 a.m. – 10 p.m. Thursday (Nov. 7, 2024)
7 a.m. – 10 p.m. Friday (Nov. 8, 2024)

NOTE: The water distribution center will cease operations once the boil water notice has been lifted.

Help Share Information Regarding the Boil Water Notice
Please share this information with all the other people who drink this water, especially those who may not have received this notice directly (for example, people in apartments, nursing homes, schools, and businesses). You can do this by posting this notice in a public place or distributing copies by hand or mail.

When Boil Water Notice Will Be Lifted
City crews are gathering water samples from the impacted area overnight and will send them to the North Texas Municipal Water District (NTMWD) in the morning for testing. Test results of the samples are expected sometime Friday, at which time the City hopes to be able to lift the boil water notice.

When it is no longer necessary to boil the water, the City of Richardson will notify customers that the water is safe for human consumption.

Need to Boil Water
To ensure destruction of all harmful bacteria and other microbes, water for drinking, cooking, and ice making should be boiled and cooled prior to use for drinking water or human consumption purposes. The water should be brought to a vigorous rolling boil and then boiled for two minutes.

Restaurants May Continue to Operate As Long As They Meet Safety Guidelines
Restaurants operating within the affected area under the boil water notice may continue to operate, provided they follow proper guidelines to disinfect water and ensure it is safe for human consumption. 

How to Boil/Disinfect Water to Meet Safety Guidelines
The following information is provided by the Centers for Disease Control (CDC) as guidelines.

To boil water:

  • Fill a pot with water.
  • Heat the water until bubbles come from the bottom of the pot to the top.
  • Once the water reaches a rolling boil, let it boil for 1 minute.
  • Turn off the heat source and let the water cool.
  • Pour the water into a clean container with a cover for storage.

To disinfect water:

  • If you are unable to boil your water, you can disinfect it to make it safe to drink.

If the tap water is clear:

  • Use unscented bleach (bleach that does not have an added scent).
  • Add 8 drops or 0.75 milliliters of unscented household liquid bleach to 1 gallon (16 cups) of water.
  • Mix well and wait 30 minutes or more before drinking.
  • Store disinfected water in a clean, sanitized container with a cover.

If the tap water is cloudy:

  • Filter water using a clean cloth.
  • Use unscented bleach (bleach that does not have an added scent).
  • Add 16 drops, 1.5 milliliters, or 1/4 teaspoon of unscented household liquid bleach to 1 gallon (16 cups) of water.
  • Mix well and wait 30 minutes or more before drinking.
  • Store disinfected water in a clean, sanitized container with a cover.

Sanitize Containers When Using for Water Storage

To sanitize containers:

  • Use unscented bleach (bleach that does not have an added scent).
  • Make a sanitizing solution by mixing 1 teaspoon (5 milliliters) of unscented household liquid bleach in one quart (32 ounces, 4 cups, or about 1 liter) of water.
  • Pour this sanitizing solution into a clean storage container and shake well, making sure that the solution coats the entire inside of the container.
  • Let the storage container sit for at least 30 seconds, and then pour the solution out of the container.
  • Let the empty container air-dry before use OR rinse it with clean water that has already been made safe, if available. Never mix bleach with ammonia or other cleaners. Open windows and doors to get fresh air when you use bleach.

Customers Using Water Filters Should Also Boil Water
Boil tap water even if it is filtered. Most kitchen and other household water filters typically do not remove bacteria or viruses.

Preparing and cooking food:

  • Wash all fruits and vegetables with boiled water that has cooled or bottled water.
  • Bring water to a rolling boil for 1 minute before adding food to cook.
  • Use boiled water when preparing drinks, such as coffee, tea, and lemonade.
  • Wash food preparation surfaces with boiled water.

Feeding Babies and Using Formula
Breastfeeding is best. Continue to breastfeed. If breastfeeding is not an option:

  • Use ready-to-use baby formula, if possible.
  • Prepare powdered or concentrated baby formula with bottled water. If you do not have bottled water, use boiled water. Disinfect water for baby formula if you cannot boil it (see above for directions on how to use bleach to disinfect the water).
  • Wash and sterilize bottles and nipples before use.
  • If you cannot sterilize bottles, try using single-serve, ready-to-feed bottles.

Ice

  • Do not use ice from ice trays, dispensers, or ice makers.
  • Throw out all ice made with tap water.
  • Make new ice with boiled or bottled water.

Bathing/Showering/Washing Hands

  • Be careful not to swallow any water when bathing or showering.
  • Use caution when bathing babies and young children. Consider giving them a sponge bath to reduce the chance of them swallowing water.
  • Vigorously wash hands with soap for 20 seconds.

Brushing Teeth

  • Brush teeth with boiled or bottled water. Do not use untreated tap water.

Washing Dishes

Household dishwashers are generally safe to use if the water reaches a final rinse temperature of at least 150 degrees or if the dishwasher has a sanitizing cycle.

To wash dishes by hand:

  • Wash and rinse dishes as you normally would using hot water.
  • In a separate basin, add 1 teaspoon of unscented household liquid bleach for each gallon of water.
  • Soak the rinsed dishes in the water for at least one minute.
  • Let the dishes air dry completely.

Laundry
It is safe to do laundry as usual.

Pets
Pets can get some of the same diseases as people. It is a good idea to give them boiled water that has been cooled.

Alternative to Boiling Water
In lieu of boiling, individuals may purchase bottled water or obtain water from some other suitable source for drinking water or human consumption purposes.

RISD To Close Campuses In Impacted Area
The Richardson Independent School District has informed the City it will close all campuses impacted by the boil water notice. Please check with your school campus if you have more questions about impacts to classes.

Questions Regarding the Boil Water Notice
If you have questions concerning this matter, you may contact the City’s 24-hour Response Center at 972-744-4111 or e-mail questions to AskRichardsonPublicServices@cor.gov.

Please know, City of Richardson Public Services staff are working diligently to rectify this issue. Please be patient, as we are working for your safety.