Frequently Asked Utility Questions

Frequently Asked Questions

How do I start water and sewer service?

How much does it cost to start my water and sewer service?
Where can I pay my bill?
How often am I billed?
How is my sewer billed?
Why is my water consumption so high?
You may have a water leak. There are several ways to check for a leak. One way is to check the indicator on your water meter. Make sure you have nothing inside using water when you do this. If the indicator is turning, then water is flowing through the meter. This could indicate a leak in the water service line between the meter and your home or building. Or it could indicate that water is being used inside the home or building.
To determine if you have a leak in your water service line, close off the main valve to your house and look at your water meter. If the indicator on the meter is turning, this is an indication that you have a leak in the pipe between your water meter and the main valve (though it could also mean that the main valve is not shutting off the water completely).
If the indicator on your water meter was turning but stopped when you shut the main valve, this indicates that something inside is using water. With the main valve open (and the indicator on the meter turning), turn off the valve to individual fixtures (toilets, sinks, etc.) one at a time. Check the indicator each time you turn off a fixture valve to see if it stops turning. If it does, the last fixture turned off is the culprit!
Toilets can often be the cause of a "mystery" water leak. Open the cover on the tank. If the water level is above the overflow tube, there is a problem. The water level should be approximately 1/2- inch or so below the top of the overflow pipe. Adjust the float level, so that the water is turned off at that level. If the valve controlled by the float is leaking, it may need to be replaced.
Toilet leaks can also be due to leaks at the flapper valve which lets water flow into the toilet bowl. To test for this, put a drop or two of food coloring into the tank (not the bowl). Wait for about 10 minutes and see if the colored water shows up in the bowl. If it does, your flapper valve may need to be replaced.
What if I have an emergency after the office is closed?
Can I charge my water and sewer bill on my credit card?
Yes. The Treasurer’s Office will accept American Express and Discover cards.
What do I do if my sewer backs up?
Unless you are sure the problem is in your line, call the Department of Utilities first! During normal working hours, call 658-8695. After normal working hours and on weekends and holidays, call 658-4857. We will send someone out to determine where the problem is. There is no charge for this service, and it may save you a plumber’s bill.
*Important Notice Regarding Sewer Backups*
Where is my main water valve in case I need to turn my water off?
Usually the main water valve is located where the water supply pipe enters your home or office. It may be near your clothes washer or hot water heater. In some cases, it may be located under the house in the crawl space. Be sure to locate and mark the main water valve before you need it. That way, you will be able to find and close it quickly should a water leak occur.
Does my water contain fluoride?
Yes. Fluoride is added at the water treatment facilities. We try to maintain an average fluoride concentration between 0.9 and 1.1 milligrams per liter. This is the level generally recommended to protect against tooth decay.
When is the best time to water my lawn?
First thing in the morning. The air temperature is cooler, so less water evaporates. Also, the grass and other plantings can use the water to help withstand the hotter temperatures later in the day.
My water pressure seems high (low). What should I do?
The plumbing code requires a pressure reducing valve (PRV) if your water pressure is over 80 psi. The builder should have installed a PRV, if needed, in homes built since 1991. If one was not installed, you will need to have one installed at your cost.
Periodic high pressure may be caused by a backflow preventer installed at your water meter or inside your building. As the hot water heater heats the water, it expands. Since the expanding water can’t flow backwards through the backflow preventer, the water pressure increases. If the water pressure returns to normal shortly after turning on a faucet, this is most likely the cause of your high water pressure. You may need to reduce the temperature somewhat on your hot water heater and/or you may need to have an expansion tank installed. For more information, call your plumber or call us at 658-8695.
Low water pressure can be due to a water leak, a crimped water service line, or may simply be due to your home or building being situated at a high elevation. Customers whose pressure seems low should contact us to determine whether the low pressure is due to a piping problem or simply due to location. If the low pressure is determined to be due to location, you may need to have a water booster pump installed.
Is there any adjustment to my bill for using water for my lawn, filling my pool, washing cars, or other uses where it does not go down the sewer?
Stafford's water and sewer rates take outside water usage into consideration. The sewer portion of your bill is calculated based upon the lower of your actual usage or 120% of your November through April average water consumption. Therefore an adjustment would not be necessary.
Can I draw water from a fire hydrant?
In general, it is illegal to draw water from a fire hydrant. However, arrangements can be made through our office to use a fire hydrant for some purposes. Usually a fire hydrant meter must be used for those purposes. For additional information, call our office at 658-8616.
Are adjustments made for water leaks between my meter and my house?
Yes. We allow a maximum of one leak adjustment every three years. For the water portion of your bill, we charge you for no more than twice your normal water usage. If your water usage is less than twice your normal usage, we split the volume in excess of your normal water usage. Your sewer bill is adjusted to your normal usage, since none of the leak entered the sewer system.
Are adjustments made for water leaks due to a toilet leak?
Yes. We allow a maximum of one leak adjustment every three years. For the water portion of your bill, we charge you for no more than twice your normal water usage. The same applies to the sewer portion of your bill, since water from a toilet leak does enter the sewer system. If your usage is less than twice your normal usage, we split the volume in excess of your normal usage for both water and sewer.