Billing Questions
1. What do all the charges mean on my water bill?
2. What does “pay-as-you-go financing” mean?
3. Why is my neighbor’s water bill lower than mine?
4. Why is my water bill higher than other local water agencies?
5. Why are the water rate charges so high?
6. Why doesn’t SSWD have a low-income program?
7. Does the District have a level pay plan?
8. Can my water bill be mailed to coincide with my paydays?
9. Why is the returned check charge so high?
10. Why is the delinquency charge so high?
11. How can I lower my water bill?
12. Why do I have to wait to talk with a live person when I call the District?
13. How can I find out more about the District?
1. What do all the charges mean on my water bill?
All bills include the following:
Flat Service Charge or Meter Service Charge
These charges pay the District’s fixed operations and maintenance costs, such as water main repairs, consulting services and wages. The charge is based on the size of the water service line to your property or the size of the meter.
Usage Charge
The usage charge portion of your bill is used for variable operations and maintenance costs, such as purchasing surface water, chemicals for water treatment and electricity for pumping groundwater.
- Flat rate customers: This portion of your bill is calculated based on the square footage of your parcel, as recorded by the Sacramento County Assessor’s Office.
- Meter rate customers: This portion of your bill is based on the amount of water that is registered passing through your water meter.
Capital Facilities Charge
The monies collected fund pay-as-you-go financing of ongoing capital improvement projects and for principal and interest payments on funds borrowed for past capital improvement projects such as reservoirs, meter retrofits, well construction and rehabilitation, and water main replacements. The charge is based on the size of the water service line to your property or the size of the meter.
Other charges that may appear on some bills:
Multiple Unit Charge
A monthly charge on all flat rate multi-family accounts (e.g. duplex, triplex) is billed per additional dwelling unit.
Private Fire Service Charge
A monthly charge for water service at un-metered connections to SSWD’s water system which supplies water to privately owned and maintained sprinklers used exclusively for fire fighting. This charge is based on the connection size of the fire service assembly.
Backflow Charge
This charge is to administer and monitor SSWD’s backflow program. Backflow devices prevent potential contaminants from entering the water system. Monies collected are used to notify customers of testing and retesting, compiling results and submittal of results
to DPH.
2. What does “pay-as-you-go financing” mean?
SSWD is moving toward funding its capital facility costs without incurring additional debt. Capital facility costs include projects such as reservoirs, meter retrofits, well construction and rehabilitation, and water main replacements. SSWD desires to pay the cost of replacing such assets with monies collected from monthly rates.
3. Why is my neighbor’s water bill lower than mine?
One reason could be the size of water service line to your property. A typical residential service line is 3/4”, whereas, it is not uncommon for a resident to have a 1” service line. The smaller the service line, the smaller the charges. Other reasons could include water efficiency if on a metered rate: using less water results in a lower bill. Flat rate bills are based on the parcel size, so a smaller parcel would have a smaller charge.
4. Why is my water bill higher than other local water agencies?
Since no two water agencies provide exactly the same services it is difficult to compare your water bill with other agencies. For example, SSWD purchases surface water while an adjacent water agency may not. SSWD must pay for water treatment costs, federal administrative fees in addition to the purchase of the water. These costs are included in the metered/flat service charge.
5. Why are the water rate charges so high?
Monies collected from the water rate charges on the water bill are used to pay for expenses directly related to providing water to your home or business. For example, electricity used to pump water from the underground aquifer is a major expense for SSWD. Electricity costs are approximately $1.2 million per year. Water rate charges also include the cost of purchasing surface water from Placer County Water Agency and the City of Sacramento.
SSWD is positioning itself to catch up on maintenance and rehabilitation that should have occurred over the past 40+ years. Water rates help meet the goal of pay-as-you-go financing of ongoing capital replacement projects, which reduces SSWD’s reliance on debt financing. The District is projected to spend nearly $110 million on capital replacement projects over the next 15 years.
Additional information on water rates.
6. Why doesn’t SSWD have a low-income program?
The District does not have a reduced rate for senior citizens or low-income customers. Unlike AT&T and PG&E, who are private utilities regulated by the California Public Utilities Commission, Sacramento Suburban Water District is a publicly owned water utility (a form of local government call a “special district”) regulated by the State of California Department of Public Health and State Water Code laws. The District is further regulated by Proposition 218 passed by California voters in 1996. The District’s rates and charges are approved by our elected Board of Directors in compliance with state law. In particular, Proposition 218 prohibits the District from collecting from any customer more than the amount required to provide water service to that parcel. Because providing a reduced rate to certain age- or income-qualified ratepayers would require other ratepayers to subsidize the low “reduced rate” ratepayers, those paying the subsidy would be paying in excess of the cost of service to their parcel in violation of Prop 218.
7. Does the District have a level pay plan?
A level pay plan averages the highs and lows of yearly water bills by creating 12 even monthly payments. Currently the District does not offer a level pay plan. The majority of District customers pay a monthly flat rate and therefore pay the same amount each month. This service will be considered as more of the District’s customers are converted a metered rate.
8. Can my water bill be mailed to coincide with my paydays?
No, water bills need to be mailed to utilize ratepayer dollars as efficiently as possible. The date of the water bill is determined by the date the water meters are read, which is at the same time each month. Because meter reading routes are determined geographically for efficiency to keep operating costs down, SSWD does not individualize billing cycles for customers. Flat rate accounts are billed in the same week each month. Also, when the water bills are grouped together, the District saves money in postage because of the bulk rate discount.
9. Why is the returned check charge so high?
The District charges the same amount as a bank charges.
10. Why is the delinquency charge so high?
Government Code section 54348 allows a public agency to assess up to 10% late fees on delinquent water charges. On May 17, 2007 the Board of Directors voted to impose the maximum 10% late fees for all delinquent water charges.
11. How can I lower my water bill?
You could see savings in your monthly water bill by changing to a metered billing rate if you are:
- A customer who irrigates only a small portion of a large lot.
- A customer with a small lot and minimal water use.
- A customer who owns a condominium with minimal water usage.
- A customer who is conscientious of water consumption and uses less water than the “average” customer. (Flat rates are based on “average” consumption.)
Additionally, there is no direct cost to you when you request to have a meter installed at your residential property.
Metered Rate Customers:
The best way to lower your water bill is to reduce your water use. The less you use, the less you pay.
For flat and metered customers, the District offers a Water-Wise House Call. This service assists residents in using water more efficiently which can lower water bills and promote healthy vegetation. At no direct cost to you, a trained professional will perform an evaluation of your property to identify potential water savings and provide you with a written report of the findings, recommendations and water efficient materials. Call Customer Service at 916.972.7171 to schedule your appointment.
12. Why do I have to wait to talk with a live person when I call the District?
SSWD Customer Service Team consists of four representatives. This dedicated team handles billing questions, receives/processes payments, and assists with minor maintenance inquiries. Combined, this team typically handles over 3,000 calls and over 200 walk-in customers each month. Unfortunately, this means that there may be a delay before you speak with a customer service representative.
To reduce your hold time:
- Call after 10:00 a.m. and before 3:30 p.m. as fewer people call at this time.
- Call later in the week since Monday is typically a very busy day.
The Customer Service Team is eager to assist you at the earliest possible opportunity. If you call SSWD and are placed on hold, we appreciate your patience. If you have a water emergency, call anytime as there is someone to assist you 24/7 with your water emergency.
13. How can I find out more about the District?
Information is available:
Water Quality Questions
1. Why do you chlorinate?
2. When do you chlorinate the water?
3. What are “disinfection by-products” that can result from the use of chlorine in the drinking water?
4. How can I reduce the chlorine odor and taste in the water?
5. How do I find out about the quality of my water?
6. Why is my water cloudy at times?
7. What causes my water to taste and smell strange at times?
8. Is fluoride added to the water?
9. Why is my tap water so warm?
10. Why are District staff running excess water down the street when customers are urged to use water wisely?
1. Why do you chlorinate?
Chlorine is a highly effective disinfectant added to public water supplies to kill disease-causing bacteria and micro-organisms. Like many public water systems, SSWD adds chlorine to disinfect its water supplies. Added in strict accordance with state and federal regulations, chlorine helps maintain water quality all the way to the tap. Drinking water systems that regularly add disinfectants such as chlorine score high marks for water quality and have virtually no occurrence of water-borne diseases.
2. When do you chlorinate the water?
State Department of Public Health has established parameters to introduce chlorine into the water system in order to maximize treatment of the water and reduce disinfection by-products. The District operates the chlorination system 24 hours, 7 days a week.
3. What are “disinfection by-products” that can result from the use of chlorine in the drinking water?
The predominant disinfection by-products (DBPs) from the use of chlorine as a disinfectant are trihalomethanes (THMs) and haloacetic acids (HAAs). Chlorine can combine with specific naturally occurring chemicals to form THMs and HAAs. This can occur with chemicals released by certain algae blooms (see FAQ #7) in water supply reservoirs or from decomposition of plant material in the water.
The US Environmental Protection Agency (EPA) has regulated disinfection byproducts since 1979 to address health risks posed by a potential association between chlorinated drinking water and cancer. The EPA has established specific levels of DBPs allowed in drinking water. THMs and HAAs levels are reported annually in SSWD’s annual water quality report.
4. How can I reduce the chlorine odor and taste in the water?
At some stages in the disinfection process water may have a stronger chlorine taste and smell. Simple steps can be taken to tone down the smell and taste of chlorine. The first is to expose water to fresh air for a few moments before drinking it. The chlorine dissipates quickly, reducing the taste before you drink.
Another easy method is to store water in the refrigerator in a glass pitcher or carafe. Warm drinking water has more “taste” than cold water. Place your water in a closed container to prevent water from absorbing odors that might be present in the refrigerator. Ice or a few drops of lemon also can be added to reduce the chlorine taste.
5. How do I find out about the quality of my water?
The District publishes and distributes a water quality report every year as required by the State and Federal government. The Annual Water Quality Report is distributed to District customers by July 1st each year. Additionally, to assist customers in reading and understanding this report, a “Readers’ Guide to the Annual Water Quality Report” is available. Copies of both publications are available at the District office.
Individual home variations in tap water quality can result from factors such as pipe corrosion in home plumbing.
6. Why is my water cloudy at times?
Drinking water sometimes can look cloudy when first taken from a faucet. Cloudy water is typically caused by harmless air bubbles in the water. After a short period of time, the bubbles will rise and dissipate.
7. What causes my water to taste and smell strange at times?
There can be a number of reasons for unusual taste and odor. Three of the most common causes are:
- Chlorine added to the water to kill harmful organisms can cause it to taste or smell differently (see questions 1-3 above). Small amounts of chlorine in the drinking water are harmless.
- A rotten-egg odor can result from a harmless chemical, hydrogen sulfide, dissolved in water. Typically this comes from groundwater (well water) with sulfur compounds.
- Algae in storage reservoirs and rivers can produce substances with unpleasant odors. One of the District’s water sources is Folsom Lake, via the San Juan Water District’s Peterson Water Treatment Plant. Folsom Lake may have an algae bloom at different times of the year causing an “earthy” taste and odor in the water.
- Switching from surface water to groundwater.
Many of the substances that cause bad taste or odor in drinking water will not make you sick. If you have concerns regarding an unusual taste and/or smell, call the District’s Customer Service Team, and a representative can be dispatched to your residence to evaluate your water.
8. Is fluoride added to the water?
In February 2007, SSWD began fluoridating water served to the District’s South Service Area (SSA). The District’s Water Fluoridation flyer answers frequently asked questions regarding fluoridation and provides a map depicting the SSA. The flyer is available in the lobby at the Administrative office on Marconi or download it on line today.
9. Why is my tap water so warm?
SSWD is fortunate to have two water supply sources: groundwater from the District’s production wells and surface water from the American River. At various times during the year, SSWD customers receive water that may be exclusively groundwater, exclusively surface water or a blend of the two. Treated surface water is obtained from San Juan Water District’s Peterson Water Treatment Plant and the City of Sacramento.
Water from the Peterson Water Treatment Plant comes from Folsom Lake. The intake structure at Folsom Lake takes water from different depths. This device is designed to maximize the cold water pool at lower depths typically to promote the salmon spawn into the American River. When and if the cold water is depleted, SSWD receives warmer water from the treatment plant.
Warm drinking water has more “taste” than cold water. To cool the water from the tap, place water in a glass pitcher or carafe container and refrigerate it for drinking. Store your water in a closed container to prevent water from absorbing odors that might be present in the refrigerator. Ice or a few drops of lemon also can be added.
10. Why are District staff running excess water down the street when customers are urged to use water wisely?
The water is a result of routine “flushing” or “cleansing” the distribution system and ensures water quality is maintained. Flushing is required when:
- new water mains are installed
- a well is installed or put back into service after repairs
- fire hydrant flow tests are conducted
- it is necessary to circulate water in dead end water mains in older parts of the system
The water is flushed to waste, consequently running down the street, because it may contain undesirable levels of chlorine or sediment particles. A neutralizer is added to the flushed water at the discharge point to remove the chlorine prior to the water entering the storm drain system. It is unfortunate that this water must be run to waste, and we do attempt to minimize the volume discharged. However, the District must preserve the quality of water delivered to our customers as our top priority.
Operations Questions
1. What should my water pressure be on a regular basis
2. How do I check my water pressure?
3. Why doesn’t the District repair water leaks on my side of the meter?
4. Why are water meters being installed?
5. Is my meter read every month or is it estimated?
6. Where is my water meter located?
1. What should my water pressure be on a regular basis?
SSWD strives to supply water pressure at 40 - 60 pounds per square inch (psi) to all customers. The District’s minimum pressure is 35 psi, well above the regulatory minimum of 20 psi.
2. How do I check my water pressure?
Ways to check your water pressure include:
- Have a plumber check it.
- Buy a water pressure gauge at a hardware store that adapts to your hose-bib.
- Call SSWD at 916.972.7171 for a Water-Wise House Call appointment. A District representative will come to your house and check your water pressure and provide you with a personalized evaluation of your system to potentially save you money and water.
3. Why doesn’t the District repair water leaks on my side of the meter?
All piping on the customer’s side of the water meter is the responsibility of the property owner. For more additional information and illustrations, please download the flyer Repair and Responsibility or pick one up in the Administrative Office lobby.
4. Why are water meters being installed?
Since 1992 State law requires water meter installation for all new construction. State law (AB 2572) enacted in 2004 requires all water suppliers to install water meters on all customer connections by January 1, 2025. California law states that beginning in January 2010, all metered services must be billed at a metered rate, but does allow for a brief adjustment period after the meter is installed. During the adjustment period, which allows the customer time to monitor and adjust their monthly water usage, the water bill will continue at the flat rate.
The Sacramento Suburban Water District Board of Directors adopted a District-wide Water Meter Retrofit Plan in February 2004. SSWD is retrofitting approximately 1,300 -1,500 existing services annually. Generally meter retrofitting takes place on a neighborhood-by-neighborhood basis.
Commonly asked questions and answers regarding meters can be found in the flyer Facts About Water Meters, which you can download on-line. Copies of this flyer are also available in the lobby at the Administrative Office.
5. Is my meter read every month or is it estimated?
District water meters are read on a monthly basis. The water meters are read electronically from a vehicle traveling on your street. Meter readers do not need to stop at your meter or exit the vehicle to collect a meter reading.
6. Where is my water meter located?
Water meters are typically installed near the property lines near the sidewalk/curb and gutter.
Main Replacement Projects
1. Will I be notified when construction begins on my street?
2. Will I be able to access my property during construction?
3. Will access to my backyard be required?
4. Where will the new water service line connect to the house?
5. Will water service to my house be interrupted at any time?
6. Where will the new water meter be located?
7. Will the road be repaved?
8. If I have any problems with my water service, who do I call?
1. Will I be notified when construction begins on my street?
Yes. For each main replacement project, a notification letter is mailed to property owners and property managers (for apartment complexes) several months before the planned start of construction. Prior to start of construction, you will be contacted by a District representative to discuss the location of your new water service line and meter. Within 30 days of the start of construction, you will receive another letter in the mail with additional details. Contact information is provided in each letter. Prior to the completion of construction, a Customer Survey Card will be provided for each residence asking for comments on the construction process.
2. Will I be able to access my property during construction?
Yes. As with any construction project, you may be temporarily inconvenienced. There may be brief periods of time that access to your property may be limited. However, SSWD makes every effort to minimize the effects of a project in your neighborhood.
3. Will access to my backyard be required?
Yes. The existing water mains are primarily located in back and side-yard public utility easements. The replacement water mains will be located within the right-of-way of the paved streets in the front of homes and businesses. To switch water service from the old to new water main, access to your backyard will be required. When access to your back yard is necessary, you will be notified in advance.
4. Where will the new water service line connect to the house?
Prior to construction, a District representative will meet with each affected resident or property manager (for apartment complexes) to determine the best route of the new water service line. If an existing hose bibb or faucet is available at the front of the house, this is the preferred connection point for the new water service line. If an existing hose bibb is not available at the front of the house, the new water service line will be routed into the backyard to connect to the existing house service line.
5. Will water service to my house be interrupted at any time?
Yes. At various times during construction, water service to you and neighboring houses may be temporarily interrupted. If it becomes necessary to shut off the water to your house, you will be notified in advance. Typically water service is shut off at 9:00 am and restored no later than 4:30 pm. Water service will not be interrupted on weekends and holidays.
6. Where will the new water meter be located?
Because the installation of a new water service line is part of the main replacement project, a water meter will also be installed on your water service. Typically a water meter is located on a property near the street, behind the gutter or sidewalk and, if possible, close to a property line (within 3 feet).
7. Will the road be repaved?
A strip (or trench cap) of new temporary paving approximately 4 feet wide will be placed above the new water line when the street is trenched to install a new water main. This meets all County of Sacramento requirements for pavement repair/replacement on their streets. Note that temporary pavement, consisting of a softer asphalt mix, is initially placed above the water main installation trench in the street. Only after all of the new water mains are pressure tested and disinfected is the final permanent pavement (trench cap) installed. This may be up to six months after the temporary pavement is installed, which is dependent on weather conditions.
8. If I have any problems with my water service, who do I call?
Contact information is provided with all main replacement project written communications. If you have any questions related to a main replacement project, contact Dave Jones, Associate Engineer, at 916.679.3991.
Conservation Questions
1. How can I save more water from what I used last year?
2. How do I know if I have a leak?
3. How do I know what plants are drought tolerant?
4. How do I keep water from going into the gutter?
5. How much does it cost to fill a pool?
6. Does the District offer rebates? How do I obtain one?
1. How can I save more water from what I used last year?
Fifty percent or more of residential water use is outdoors. In order to reduce consumption, adjustments to how you water your landscape will provide the greatest savings. Of course, replacing your home’s older, water-wasting fixtures will help too.
2. How do I know if I have a leak?
If you have a water meter, the quickest way to determine if you have a leak is to check the low-flow indicator on your meter. To do this, be sure all water is turned off both indoors and out. After you’re certain all water is turned off, look at the register on your meter. If the small wheel is turning – even if it’s turning slowly – you have a leak.
3. How do I know what plants are drought tolerant?
SSWD has a water efficient landscape (WEL) garden that features low water use plants, trees and grasses. To learn more, take a self-guided tour of the garden from March through October during the hours of 9:00 am to 3:00 pm Monday through Friday and the second Saturday of each month. The WEL garden is located at 7800 Antelope North Road, Antelope. Admission is free.
Additionally, a water-wise plant list that identifies drought tolerant plants and trees is available on-line. The plant list displays color photos of over 200 drought tolerant plants and trees listed by common name and botanical name with information such as water and sun needs, soil type, growth rate, color of leaf/flower, flowering season and size.
4. How do I keep water from going into the gutter?
Efficient outdoor watering is the key to eliminating water runoff. Schedule a free Water-Wise House Call with one of our certified technicians. They’ll evaluate your soil and turf type, assess any slopes in your yard and develop a watering schedule to meet your lawn and garden needs.
5. How much does it cost to fill a pool?
The cost of filling a pool is based on knowing two factors: the capacity of the pool and the unit cost of water. Each unit of water represents 748 gallons. Assume a unit of water costs $1.00. If your pool holds 25,000 gallons of water, divide that number by 748 gallons: 25,000 ÷ 748 = 33.42 units. Multiply the units of water by the unit cost of water: 33.42 x $1.00 = $33.42.
6. Does the District offer rebates? How do I obtain one?
The District offers its customers several rebates on water saving fixtures. Rebate programs, applications and instructions are available on our Rebates web page.
General Questions
1. Is SSWD a private business?
2. When does the Board of Directors meet? Do they allow public input?
3. What programs and services does the District offer?
1. Is SSWD a private business?
SSWD is a publicly owned water utility (a form of local government call a “special district”) regulated by the State of California Department of Public Health and State Water Code laws. The District is governed by a five-member Board of Directors. Each Director is elected by the voters within the division of the District they represent for a four-year term.
2. When does the Board of Directors meet? Do they allow public input?
The Board meets in regular session at 6:30 pm on the third Monday of each month (except when the meeting date falls on a holiday). The public is invited to attend meetings and encouraged to provide input. Meeting dates, agendas and packets can be found on the current "Board Meetings" web page.
3. What programs and services does the District offer?
The District is pleased to offer the following programs and services:
- Water-Wise House Call – This service assists residents with using water more efficiently, which can lower water bills and promote healthy plants. At no direct cost to you, you can receive an evaluation of your property to identify potential water savings as well as water efficient materials. Call the Customer Service Team at 916.972.7171 to schedule your appointment.
- High Efficiency Clothes Washer Rebate –SSWD customers may be eligible for a rebate of $50 and up to $125 from your energy company for the purchase and installation of a qualified high efficiency washing machine. To obtain a rebate, customers must complete a Water-Wise House Call. An application is available on the Rebates web page or you can call the Customer Service Team at 916.972.7171.
- Speakers’ Bureau – SSWD staff are available to speak to clubs, schools, organizations and community groups. Presentations are available on topics such as water conservation, water supply, District finances, water quality, ongoing projects. For more information on arranging a speaker at your meeting or function, please call 916.972.7171.
- Direct Payment Service (DPS) – This service allows your monthly water bill to be automatically paid by a deduction from your checking account. An application is available on line at our Customer E-Service Center or you can call the Customer Service Team at 916.972.7171.
- Owner-Tenant Billing Agreement – Property owners who have rental units in SSWD’s service area can have a duplicate bill sent directly to renters. An application is available on the Owner/Tenant Billing Service web page or you can call the Customer Service Team at 916.972.7171.
- Customer E-Service Center – Submit changes to your account online at our Customer E-Service Center. Choose the electronic form to start or stop water service; start, change or stop DPS; or change personal information such as name, mailing address, phone number and e-mail address.
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