FAQ

To serve you better, we've assembled a list of our customers' most frequently asked questions. If you don't find your answer here, feel free to contact us.

Bills are due the 1st of every month.  There is a 10 day grace period before a penalty applies.  If paying your bill on or after the 11th of the month, be sure to pay the penalty balance noted on your bill.   

You could possibly have a leaky toilet or faucet that's difficult to detect - visit this website for drip calculator: drinktap.org/Water-info/Water-Conservation/Drip-Calulator.  Just call the office and we'll work with you to solve the problem!

Bills are due the 1st of every month. If not paid by the 10th, the penalty fee is assessed.  If still not paid by the next month billing cycle, the bill will note a reminder message to advise if there is a PAST DUE balance and when it must be paid. If still not paid by the second monday of the next month, you are subject to disconnection.  Cut off days are the second Tuesday of the month, any past due payments must be received no later than the Monday before cutoff day by 4pm.

We may have received it after the due date or we may not have received it at all. Also note the billing date as the bill may have printed before payment received. Call our office and we will help you solve the problem or log on to the customer portal to view your account history. 

Yes. Be sure to check your watering schedule programming periodically. Power outages can affect some sprinkler timers, potentially causing increased water usage and higher water bills. If your sprinkler timer’s back-up battery is missing or dead, you may lose all of your program settings and the default settings on your timer will become active. 

Make sure to check the settings on your sprinkler timer after a power outage. You may need to reprogram the timer and put in a fresh back-up battery. Changing the battery in your sprinkler timer every year, at the same time as you change your smoke alarm battery, can save you thousands of gallons of water usage.

It is always a good idea to know where your water shut off valve is.  It could be inside the home, outside, or water can be turned off at the meter if needed in an emergency.  Before pipes thaw, you should know how to turn the water off in the event of a major leak.

If you have cold water, but not hot water, it may not be a frozen pipe.  "On-demand" water heaters may need to be insulated if located outside of the home. 

Click HERE for information from the Red Cross to prevent freezing pipes, and tips to thaw them.  Members are encouraged to contact a plumber for assistance.

We have some options for payment plans.  There are also state resources available for assistance. Florida Low-Income Household Water Assistance Program (LIHWAP) is one of them, please see our resources tab - financial assistance link for more information.

Check inside and outside areas for possible water usage (i.e. the washing machine or dish washer running) or leaks. Check meter area for visible water leak.  Next, call our office and report low pressure for your area.

A repair could have been completed recently allowing air to enter the line, causing the milky look.  Be sure to sign up for alerts via our website, as information regarding any boil water notices will be listed there. 

Only chemicals that are approved by the National Safety Foundation for treatment of drinking water.

All public water systems are required to maintain a minimum chlorine level of 0.2 mg/L (tested at the end of each line) by state law. Systems that use chloramine as a disinfectant must maintain a level of 0.5 mg/L by state law. Our disinfectant levels are tested daily to ensure safety.

Most likely your water heater needs to be flushed. CAUTION: Most manufacturers recommend hiring a professional to flush your water heater. If you plan on doing this yourself, read the owner's manual to keep from being hurt and or damaging the water heater.

Lead is harmful to health, especially for children. Taking action to reduce these exposures can improve outcomes.  The most common sources of lead in drinking water are lead pipes, faucets, and fixtures. Lead pipes are more likely to be found in older cities and homes built before 1986.  Click here for more information and steps you can take to reduce Lead in drinking water from the EPA.

Water pressure keeps pollutants from entering the pipes that bring drinking water to your house. When pressure is lost, such as during a water main break, contaminants can seep into the pipes, which could allow pathogens or germs into the water that can cause illness if ingested. So, a precautionary boil water notice (PBWN) is simply a public statement that water COULD be contaminated, but the water quality is unknown until tested.  If any contamination is confirmed, then a Mandatory Boil Water Notice would follow.  

Consumption includes brushing teeth, washing fruits and vegetables, and homemade ice. Tap water may be used for showering, baths, shaving and washing, so long as care is taken not to swallow water.  Children, disabled individuals, or those with recent surgical woulds or immunosuppressed, may want to consider using cleansing wipes, bottled or boiled water for cleansing.

After the water system is repaired, and the pressure is restored, the precautionary boil water notice will remain in effect for at least one, to several days, while bacteria tests are conducted to assure the safety of the water. The notice will be lifted (rescinded) only after tests prove the water is safe to drink.  For further information from the CDC click HERE.