Q.     I just rented/purchased a home. How do I open a utility account (water, sewer and trash) in my name?

A.     To open an account, you should come to the City Water Office and request service. You should bring a valid picture identification such as an unexpired drivers license. It must be your ID not someone else’s ID. A residential deposit is currently $ 150.00 and must be paid before service can be started. Service start up is scheduled for the day following your request. You will be given a two hour time frame when you can expect our service representative to turn on your service.  If you cannot be at home when the service is started to check for problems, you may sign a statement stating that the City is not liable for any water damage that may result from the water being turned on. This option is available only to property owners.  You will also be charged a $ 10.00 new account fee on your first bill. Commercial account deposits vary depending on the nature of the business. No person with a previous charge off can open an account without first paying the charged off amount.  The City will not open an account in any name if we have reason to believe that a person who has an unpaid charge off will be living at that address.

Q.    Can I open my account over the phone?

A.     No.

Accounts can only be opened by coming into the Water Office. The purpose of this requirement is to obtain a copy of your picture ID, and have you sign the water deposit agreement.  Both of these steps have helped the City to reduce its charge off losses by 50%.  This savings helps hold down water, sewer, and sanitation rates.

Q.    Will I get my deposit back?

A.     Your security deposit will be applied to your final bill when you no longer require service.  If your deposit exceeds your final bill, the difference will be refunded to you. No interest is paid on your deposit, but interest earned on all deposits is used to hold utility rates down.

Q.    If I move, how do I transfer service?

A.     You may call or come into our office to request a transfer of service. You can have service at your old address and your new address for up to ten days without needing an additional deposit. For periods over ten days a second deposit is required. Delinquent accounts will not be transferred until the delinquency is satisfied. All active accounts receive at least a minimum bill so a final cut off date for your old address will need to be scheduled to prevent unnecessary billings. 

At the time of transfer, if your deposit is less than the current residential amount of $150.00, you will need to put up a new deposit of the full $150.00.  Your old deposit will be applied to your final bill at your old address and any excess deposit will be refunded to you.

Q.    Are water meters actually read?

A.     Water meters are read monthly. Occasionally water usage has to be estimated, but this is rare.

Readings are estimated when meters are not accessible to the meter reader. For example, a vehicle is parked over the meter.

Q.    My utility bill is so high this month. I know I didn’t use all that water.  What do I do now?

A.     Monthly bills are based on water consumption.  If your consumption increases, so will your water and sewer charges.  Repairing any leaks will help decrease your bill. A quick check for leaks is as easy as looking at your meter. If the meter indicates it is registering use ( the dial is moving, but no water is on), you have a leak.  If a leak is found and repairs made, you can bring a copy of the plumber’s bill into the office and an adjustment will be considered. Especially common are toilet leaks, which can be constant or intermittent. Some toilet leaks can be heard while other are silent. Both can occur on new fixtures as well as older ones. To detect a silent leak place food coloring into the water tank and do not flush for a few hours.  If color shows in the bowl, you have a leak.

Q.    When is my payment due?

A.     Your bill is due ten days from the billing date.  After 21 days your account is subject to disconnection.

Q.    Where can I pay my water bill?

A.     You may pay in person either in the lobby or in the drive through window of the Water Office located at 120 E. Kaufman Street. An after hours payment drop box is also provided at the entrance to the Water Office building.

THE CITY HAS NOT AUTHORIZED NOR IS IT RESPONSIBLE FOR PAYMENTS MADE TO A THIRD PARTY WHO PROMISE TO MAKE YOUR PAYMENT FOR YOU FOR A FEE.

Q.    Can I have my bank account automatically drafted to pay my bill?

A.     Yes. See the Water Office for details.

Q.    What if I did not receive a bill?

A.     Everyone is mailed a bill.  If your goes astray, you are still responsible.  A delinquent notice is also mailed five days before service is terminated as a precaution.

In the near future, delinquent notices will be replaced by an automated phone call reminder placed to you phone number of record.  Please contact the water office if your number changes.

Q.    What if I know that I will not be able to pay my bill on time?

A.     Call the Water Office to discuss a late payment arrangement with the Office Manager. Call no later that the day preceding the scheduled cutoff day as shown on your bill or delinquent notice. It is best to call as early as you realize that you will need extra time.

Q.    What happens if my water is cut off for nonpayment?

A.     Payment in full plus a $10.00 fee is required for service to be restored. Payment must be made in the Water Office. Employees are not allowed to collect money in field nor can they wait while you call the Water Office to make other arrangements.

Q.    What are the City’s responsibilities for water line repairs?

A.     The City is responsible for the line up to the meter.

The customer is responsible for the line from the meter to the house.

A.     Water meters can malfunction, particularly as they get older. However, they normally run slower not faster with age. With advance notice, a bench test of your meter can be scheduled. A deposit of $ 25.00 is required. If the meter over registers, your deposit will be refunded and an appropriate adjustment will be made. If the meter tests correctly or under registers, the deposit is forfeited to cover cost of the test.

Q.    Do I have any other responsibilities as a city water user?

A.     Yes you are required to keep your water meter clear and accessible for reading and maintenance purposes. We strongly recommend that you have master water cutoff located between your meter and your house so that you can easily cut your water off in case of a major plumbing problem.  If you do not have a master cut off, the City will send someone out to cut your water off. There is a $ 10.00 service charge for this service between 8:00 a.m. and 5:00 p.m. After hours this charge is $20.00.

Q.    Do I need to notify the City when I move out and want service terminated?

A.     Yes, it is your responsibility to contact the Water Office and give the date you want the water cut off, as well as an address where the final bill can be sent.

Q.    What is a winter average?

A.     Each residential customer who has a billing history that includes the billing months of December, February, and March (consumption months of November, January, and February)  has a winter average water consumption calculated using these months to determine the maximum sewer charge for their account during the next 12 months. This average prevents customers from having to pay sewer on water used for watering purposes during hot weather months. Any customer who does not have such a billing history is assigned a winter average of 650 cubic feet, which is the average of all customers for those months.

Q.    Why is my sewer charge some times larger than my water charge?

A.     This situation can occur because the rate for treating sewer is higher than the rate for treating water.

Q.    How many gallons of water are in a cubic foot of water?

A.     There are 7.481 gallons of water in one cubic foot of water.