Customer Frequently Asked Questions
Below is a question and answer list of the most common issues addressed by our customers. Take a look at the responses on this list to see if your question is answered. If you do not find a satisfactory answer, or would like more information, be sure to call our customer service department.
Q: If I have a water or sewer emergency in the middle of the night, who do I call?
A: The District has both water and sewer personnel standing by 24 hours a day, seven days a week, to assist customers with water and sewer emergencies. For any water or sewer related emergency, call the District office at the number shown on the How to Contact Us page.
Q: I think I have a water leak - how can I tell?
A: One of the best methods for determining whether a leak exists is to take actual water meter readings. This method will allow you to check the entire plumbing system for water leaks. To do this, take a water meter reading just before going to bed or when no one will use any water for several hours. Then take another meter reading in the morning, before any water is used or after several hours of non-use.
If no water has been used, the two readings should be the same. If they are not (and you cannot account for the use by a humidifier, ice cube maker, toilet flush, or water softener), you probably have a leak. At this point, further investigation is recommended. For additional assistance, be sure to call our customer service department.
Q: My toilet sometimes runs for longer periods after flushing. Can this be the cause of higher water consumption?
A: Yes. From our experience, over 85 percent of the leaks in residential plumbing systems are found at the toilet tank. A typical toilet leak at the current rate can add $50 or more to a single bi-monthly water bill. We encourage you to check your toilet anytime you suspect a leak.
Toilets typically leak at the bottom of the tank around the flapper plug or at the top of the tank at the overflow tube. To test the flapper plug, carefully remove the lid from the toilet tank and mark the water level in the toilet tank with a pencil. Shut off the water supply to the toilet. If the water remains on the mark you made for 10 minutes, the flapper plug is not leaking. If the water level drops below the mark you made, the flapper plug is leaking and should be adjusted or replaced.
The water level in the toilet tank should be at least 1 inch below the top of the overflow tube. If the water level in the toilet tank is at the top of the overflow tube, that is where a leak may be occurring. The float that controls the water level in the tank should be adjusted so that the water level in the tank is at least 1 inch below the top of the tube.
Toilet tank leaks typically result from worn parts or misalignment of some part of the flushing mechanism. Most repairs can be done by an experienced "do-it-yourselfer." Many home supply stores offer repair classes. If you are not sure that you can tackle the job, call a plumber. It is important to stop the leak.
Q. What are some possible causes for higher water usage?
A: Often when the consumption is higher than normal, we find that the water has been consumed on the property but in a way that was not expected. The following is a list of possible, though not definitive, causes for high water usage:
- Mis-adjusted automatic sprinklers causing unnecessary frequent irrigation. Often this is caused by power outages or testing performed by landscaping personnel
- Over irrigation on slope or outlying landscaping due to missing sprinkler heads or broken pipes
- Hose left on in yard by mistake
- Leaky or running toilet
- Leaks from faucets or shower heads
- Malfunctioning water softeners
- High usage in a pond, pool or spa due to being repaired or refilled. Some units have an automatic refill which takes place unnoticed
- Cleaning or construction crews adding to normal water consumption
- Extra House guests - kids home from college or extra family staying over
Q: What does the District do if my water usage appears higher or lower than normal?
A: When our reader obtains your meter reading, a computerized reading device checks the consumption to see if it appears to be higher or lower than normal. The computer uses a five year historical average for the same time period, with an allowance for seasonal fluctuation and normal deviation. If the device senses unusual consumption, the reading is required to be verified by our meter reader.
As a normal course of action, the meter reader will check for a possible leak and, if it appears that there is a leak, a door hanger is left to notify you of the possiblity of a leak. Information collected by the meter reader is entered into the computer for later review.
When the readings are returned to the District's office, the accounts with unusual consumption are automatically printed out for further review by our customer service personnel. If this review does not offer an explanation, the meter reader is sent back into the field to verify the reading. If unusually high usage has been confirmed, our customer service representatives send a letter to the customer notifying them of the high usage and possible causes.
Q: I need to make repairs to my plumbing. How do I shut-off my water?
A: The District recommends that all customers use their house (gate) valve to shut off the water supply to their home to make repairs. If you cannot locate your house (gate) valve or it is necessary to shut the water off at the water meter, call the District office (day or night) for a customer service representative to shut off the water at the meter.
Note that a specialized tool is required to shut the water off at the meter. Attempting to turn the water off at the meter without this tool may result in damage to the mechanism and additional repair charges will be assessed.
Q: Does the District repair leaks inside my home?
A: No. The District's responsibility for repairs ends at the water meter. All pipelines and devices on the customer's side of the meter are the responsibility of the customer. Likewise, all facilities on the District's side of the meter (including the meter) are repaired and maintained by the District.
Q: Can the District recommend a good plumber?
A: No. The District cannot recommend a plumber. The best method for finding a responsible plumber is by word of mouth and recommendations from friends and neighbors.
Q: My water pressure seems to have dropped - what's wrong?
A: If you have had some plumbing work recently done on your property, the plumber may have made adjustments or inadvertently left valves partially open. Please review the following list of potential problems:
- Check the house (gate) valve normally located at the first hose bib closest to the meter. If broken, the valve handle will spin continuously. This valve may be broken in a partially closed position, restricting the normal flow of water. South Coast Water District personnel are prohibited from adjusting this valve.
- Check the pressure regulator. This is usually located in the meter box or next to the first hose bib closest to the meter. If broken or improperly adjusted, your pressure will be affected. Not every property has a pressure regulator. They are recommended for properties where the pressure is at or above 80 pounds per square inch (psi). South Coast Water District personnel are also prohibited from adjusting pressure regulators.
- Check the volume of water at the first hose bib closest to the meter and compare it to the location where the problem is occurring. If the volume is greater at the hose bib than inside the house, this indicates the problem is inside the house.
- Check all faucet screens and shower heads for build-up causing a volume restriction.
- Check plumbing valves under sinks and basins, making sure they are turned on completely.
- Check water softener bypass valve (if applicable), making sure all valves are open.
- Check for other water leaks, both in the house and in outside irrigation systems, that may cause low water pressure in the balance of the system.
After checking these items and the pressure problem does not appear to be inside the house, please contact the customer service department during normal business hours. Request a customer service representative check the pressure in the District's system.
Q: My last bill shows that I used 20 billing units of water. How much water is that?
A: Your water meter is read and billed in 100 cubic foot (ccf) units, also called billing units for simplicity. Each billing unit shown on your bill is equal to 748 gallons of water. Thus 20 billing units of water is equal to: 20 x 748 = 14,960 gallons.
To better understand how much water is really being used, it is helpful to break this total usage down into your average daily usage. You are billed for water consumption on a monthly basis and thus, the total usage shown on your bill is for a 59 to 62 day period (depending on the months being billed). For simplicity, calculate your daily average using a 60 day billing period. In the above example of 20 billing units, the average daily usage would be: 14,960 / 60 = 249 gallons per day.
Studies have found that the average Southern California home uses 384 gallons of water daily, indoors and out. The average apartment or condominium uses 256 gallons daily. An individual uses between 100 and 140 gallons of water each day.
As a guide, check the table below to see approximately how much water you are using. Also, check our Conservation Tips page for ideas on how you can save money by reducing your water usage.
Billing Units
(ccf) |
Equivalent
Gallons |
Average Daily Usage
(gallons per day) |
| 5 |
3,740 |
62 |
| 10 |
7,480 |
125 |
| 15 |
11,220 |
187 |
| 20 |
14,960 |
249 |
| 30 |
22,440 |
374 |
| 40 |
29,920 |
499 |
| 50 |
37,400 |
623 |
| 75 |
56,100 |
935 |
| 100 |
74,800 |
1,247 |
Note average daily usage is calculated assuming a 60 day billing period.
Q: How can I check my daily water usage?
A: Your water meter can tell you how much water your household is using on a daily basis or how much water various household appliances are using. The meter is normally located in a meter box which is contained within a small concrete box near the curb of the street.
The meter face shows a block of numbers. Since the meter records water in cubic feet you will need to convert the amount into gallons. To do this simply multiply the figure indicated on your water meter by 7.48 which is the number of gallons in one cubic foot. In order to find out how much water you have consumed during a specific time period, just subtract the previous reading from your current reading.
If you need assistance, please contact the customer service department and we can schedule an appointment for a customer service field representative to assist you.
Q: How are water and sanitary charges determined?
A: Customers are charged a fixed monthly rate for water service according to the size of the meter serving the home or place of business. This fixed charge covers the costs of maintaining the service (for administrative services, meter reading, billing, system maintenance, and other related expenses) which remain the same as long as the service is connected to the water system.
In addition, water consumption is billed at a constant rate according to the number of billing (ccf) units used. Water meters are read and bills are mailed every other month for water used during that monthly period.
Residential sanitary charges are based on a fixed amount. Business customers in some areas are billed for sanitary service based upon water consumption.
All water and sanitary rates are established by resolutions/ordinances adopted by the Board of Directors. Rates are reviewed annually to verify that the rates cover the cost of providing the service.
Q: Where does my water come from?
A: All of the water the District distributes is purchased from outside sources. Water is purchased for resale from the Municipal Water District of Orange County (MWDOC). MWDOC is an agent of the Metropolitan Water District of Southern California which transports water to Southern California from the Colorado River and from Northern California.
Q: Is my water safe to drink?
A: Yes!! Consumers can expect that the water provided to them is safe, pure and healthful. The quality and safety of drinking water in the U.S. is regulated by the federal government through the Environmental Protection Agency. In California, those standards are enforced by the California Department of Health Services. Your water supply meets or exceeds all State and Federal Standards for drinking water quality.
Water served by the District is imported by the Metropolitan Water District of Southern California from the Colorado River and from Northern California. It is brought across the state through a series of pipeline tunnels and aqueducts. This water is tested, treated and disinfected in Yorba Linda at the Diemer Filtration Plant. When the water leaves the Diemer Plant, it is conveyed through closed transmission pipelines to the District's boundaries.
This water is then stored in a series of closed reservoirs until it is consumed by the customer. Although the water delivered to the District is tested and ready for consumption, as an added safeguard, the District regularly tests the water throughout the system to ensure quality.
To convey the quality of the water, the District prepares an annual drinking water report which details each mineral and substance found in the water. This report is mailed annually to all current District customers and is available on this site for downloading. If you would like an additional copy, please contact our customer service department.
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