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.
How could I have used this much water?
You could possibly have a leaky toilet or faucet that's difficult to detect. Sometimes the flap may hang open on the toilet and run till someone uses it again. Did someone leave a hose running for several hours? Did you fill a pool or play in the water? Did you pressure wash your house? We bill a month behind so if one bill is larger you will need to think back to the previous month's usage.
Please call the office if you have found you had a leak and we will help you get started on the leak covearge claim process.
What do I do if I am experiencing low pressure?
Check your meter and the surrounding area for possible leaks. Next, call our office and report low pressure for your area.
Why is my water discolored?
A repair could have been completed recently allowing air to enter the line, causing the milky look.
My water tastes, looks, and smells funny. Is it safe to drink?
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.
Why does debris come out of the faucet when running hot water?
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.
Why do I have a previous balance when I know I sent in my payment?
We may have received it after the due date or we may not have received it at all. If we received it after the due date, we may have already printed bills and it will not show on the bill but it is posted on our system. You can check your current balance due through the citisenportal.com website once your you have registered your account.
How can I check for a leak?
Locate your water meter. It is normally found at the property line in the front yard.
Be sure that no one is using water. Read and record your meter reading.
There is a hand that looks somewhat like a second hand on a watch. Note its position. Observe the position of this hand for 5-10 minutes. If it moves there is a leak.
There is a small disk in the center of the meter that is a silver and black color. If it is moving, water is leaking.
You may have a water cut-off valve inside your house, if so, close the valve. If the meter is still moving, your leak is between the meter and the valve location. Look for wet spots in the yard. This type of leak is often difficult to locate, so you may need to call your local plumber.
If the meter flow indicator hand stops when the cut-off valve is closed, the leak is in the house beyond the cut-off valve. Turn the valve back on and check under the house for leaks.
Check the water level in the commode. It should be at least 1/2 inch below the top of the overflow tube. You can also put food coloring or kool-aid in the back tank of the toilet, leave it for an hour or so and check to see if any color is leaking into the bowl of the toilet. If so, the flapper may need to be replaced.
Some leaks are very small. A leak that runs 24 hours a day will add up to a large utility bill.
To determine the size of a leak, read your meter before you leave for work or before going to bed--any long period of time when there will be no water usage. (Be sure that icemakers and any other type of automatic watering devices are turned off.) After several hours, read the meter again. Subtract the difference. This number represents the size of the leak. If your meter registers in cubic feet rather than gallons, multiply by 7.5 to determine the number of gallons leaked.
Have any leak repaired quickly. You are responsible for all the water that goes through your meter. Delaying repairs can be costly.