There are times when a customer cannot pay their utility bill or have a very high bill due to a leak.
You may notice Water Department crews working at hydrants and see water running down the street.
Your first thought may be that we are ignoring our own philosophy of conserving water. We flush water lines through the use of hydrants, which is an important preventive maintenance activity. Although it may appear to waste water, the process is part of a routine maintenance program necessary to maintain the integrity of the water system allowing us a continue to delivery the highest quality water possible to our customers.
As a result of the line flushing process, residents in the immediate vicinity of the work may experience temporary discoloration of their water. This discoloration consists primarily of harmless silt and air and does not affect the safety of the water. If you experience discoloration in your water after crews have been flushing in your neighborhood, clear the pipes in your home by running your water faucets in your home a few minutes. We recommend using the tub or outside faucet.
The same philosophy of water line preventive maintenance is one that you should use in your own home to ensure the quality of water inside your home. Your home's water heater should be drained and flushed on a regular basis, according to manufacturers' recommendations, to keep it working effectively and efficiently.
Frequently Asked Questions
Q: Why does the water system need to be routinely flushed?
A: The Town's water distribution system is a complex network of pipes and storage tanks where sediment and deposits may naturally accumulate over time. If not removed, these materials may cause water quality deterioration, taste and odor problems, or discoloration of the water. Water may also stagnate in lesser used parts of the distribution system. This can result in degraded water quality.
Q: When does flushing occur?
A: Flushing takes place for approximately a two month period during the summer. Flushing crews will be working during the day between 7:30 am and 4:30 pm.
Q: Is the Water Department the only ones that flush the lines?
A: Generally, the Water Department or the Water Plant performs flushing activities to clear the lines and to take pressure tests for the Fire Department and insure that the hydrants function properly.
Q: What should I do when I see town crews flushing hydrants in my area?
A: If you see a town crew flushing hydrants while driving, PLEASE DRIVE CAREFULLY. You may also want to delay any laundry washing until the crew is finished and you have checked your water for discoloration.
Q: What should I do after the flushing?
A: If the tap water is used during flushing, it could come out full of sediment and discoloration. If you encounter discolored water, shut the water off and wait several minutes. After waiting, check for clarity by running cold water for a few minutes allowing new water to work its way into your pipes. If not, wait a few more minutes and check again. We recommend using a tub or outside faucet to clear the line. In some cases, you may experience slight discoloration for a few hours. This discoloration only affects the appearance of the water; it does not affect the taste or water quality.
Q: What should I do if my water pressure or volume seems low after flushing?
A: Check your faucet and washer screens for trapped debris.
Q: Why doe the water look funny after hydrant flushing?
A: When a hydrant is opened, there will always be temporary incidences of discolored water containing fine sediment particles. There is no health hazard associated with discolored water. Allow a few hours for discoloration to dissipate. To verify the water has settled, allow your cold water tap to run a few minutes. If the discoloration persists for more than twenty-four (24) hours, please contact our Water Department at (336) 427-0243.
Q: Is it Okay to drink the sediment-laden or discolored water during temporary disturbance events?
A: It is recommended that water users wait until the water has cleared before using it for potable (drinking) purposes.
Q: What is the silt in the water system after flushing?
A: Water contains minerals and these minerals react with the inside of the pipe to produce the by-product. This chemical reaction between the pipe and water is normal and natural process. This process can occur on the inside of the pipe and prevent adequate volume of water flow. The flushing process removes much of this by-product.
Q: What will happen if hydrants are turned on or off too quickly?
A: This will cause "water hammer". which is a pressure surge or wave when water in motion is forced to stop or change direction suddenly. The pressure wave can cause major problems, from noise and vibrations to pipe collapse. In home plumbing, this is experienced as a loud banging resembling a hammering noise. Water Department and Water Plant employees have received instruction on how to operate hydrant valves slowly to avoid hammer.
Accordion Sample Description
Unusually High Bill:
If you have a leak and the water from the leak does not go through the sewer system (the leak is underground or under the house) and the amount of water usage is two times the average water usage then you may be eligible for an adjustment to the sewer portion of the bill. You must have proof that the leak was repaired either by a plumber or provide receipt for the repairs.
Contact Donna Bennett, Utility Billing Clerk (336) 427-0241 as soon as a leak is detected and repaired.
If the water from a leak enters the sewer system (leaking faucet, running toilet, etc.) then no adjustment can be made. However, you may request an extension to pay the high bill over a period of up to 3 months. Contact Donna Bennett, Utility Billing Clerk (336) 427-0241, for more information.
Customer Hardship – Customers that have a hardship and can not make full payment on their bill may request an extension, which must be approved by the Town Manager or his designee. This extension is based upon hardship and not customer convenience, therefore the Town reserves the right to request documentation of the hardship.
The customer must be up-to-date on all previous bills owed the Town before requesting an extension. The customer must first attempt to contact outside support from The Department of Social Services, non-profit agencies, or faith-based support programs.
The customer must sign a payment arrangement contract. Customers shall be required to pay any late fees associated with the account. Customers may not request an extension more than two times in a 24-month period. If a customer meets the definition of a high risk customer at any time within the past two years extension payments must be by cash, cashier's check, or money order.
Customers requesting a hardship extension must make the request and complete all applicable requirements at least one business day before the disconnect date. Customers may be granted an extension of up to 15 days past the disconnect date.
The Town may require partial payments to ensure compliance with the agreement. Failure to meet the agreement will result in the service being disconnected without further notice. In order to re-instate service bill must be paid including late fees and the administrative fee for disconnected accounts. The customer will also be responsible for an additional deposit amount set by Town Council.
This additional deposit is required of any customer, whether an owner or renter.
Contact Donna Bennett, Utility Billing Clerk (336) 427-0241 for more information.