Customer Service	Meters	STEP (Waste Water)	Water Quality	Water Pressure
Backflow Devices	Plumbing		Easements	Miscellaneous

Customer Service

Also see information on our Customers Page

When I am filling a swimming pool do I get a adjustment on my bill?
CUD does not offer adjustments on your bill for filling swimming pools. CUD would appreciate you notifying us when you are filling the pool.

Meters

Where is my water meter?  Where is my shut off valve located?
The water meter is located at the front of the property in the ground and covered with a lid that reads “water”.  The shut off valve is located on the meter unit and may resemble a stove knob.  Meters are generally located at the front of the property or in the driveway near the street.  They may also be located in the common grassy area between the driveways if you live in a subdivision.

What is a water meter?
Water meters can be defined as the utility company’s cash register.  The sole purpose of this device is to measure a consumer’s consumption so that it can be properly billed and accounted for.  Since water rates are set to ensure sufficient revenues to operate the system, it is only fair to all customers that each and every account is properly metered.

Where is my water meter?
The vast majority of CUD’s water meters are located outside of the physical structure they serve and along the front of the property.  However, some are located in side or rear yards or even inside the building.

Why do I need a new meter?
Consolidated Utility District uses extremely accurate positive displacement meters that conform to national standards developed by the American Water Works Association.  However, as they age, the meters begin to run slower and lose their efficiency and large volume meters used in commercial applications may also have high maintenance costs.  A new meter that tests 99.5% accurate out of the box will average about 94.0% by the end of its useful service life.  Replacing water meters is part of routine maintenance, just like replacing the tires on your car.

Automated Meter Reading
In July, 2005, the Board of Commissioners at Consolidated Utility District approved an Automated Meter Reading (AMR) system and associated meter replacement program.  This initiative came after many months of evaluation of the various AMR technologies available. 

CUD is constantly looking for ways to improve service to its customers.  The benefits of an automated meter reading system include:

1. Increase employee productivity; and,
2. Reduce future meter reading costs and water loss; and,
3. Improve accuracy through the elimination of human error; and,
4. Improved customer service initiatives, including leak detection and hourly consumption history; and,
5. Increase revenues through increased meter accuracy; and,
6. Provide a safer work environment for CUD employees; and,
7. Minimize the need for monthly access to a customer’s property (CUD will still need to access to troubleshoot, repair and/or replace a water meter)

How does AMR work and how do I know you have my reading and not someone else’s?
Your existing water meter will be replaced with a new water meter that has been fitted with an electronic transmitter. The transmitter sends a radio signal every four seconds and is received at least monthly by CUD’s mobile data collector (laptop computer with antennae).  Each meter and transmitter has a unique identification number that ensures that only your reading is assigned to your account. This information is then downloaded into CUD’s billing system.

Will my water bill go up?
Older meters run slower and therefore do not measure all the water going through them, particularly at lower flow rates of ¼ gallon per minute or less. The new water meter will accurately measure all the water you use.  Every new meter is tested at the factory to ensure that it registers properly.  If you see a high bill, it is usually not because your new meter is reading too high; it is because the old meter was running slow. 

How do you know that my reading is accurate?
AMR water meters have electronic digital registers that record and verify the meter reading before it is sent to the transmitting unit. This reading is deemed more accurate than visually reading the meter because humans can drop or transpose numbers in the process of reading meters. 

How do I know if higher usage may be a result from a leak in my plumbing system?
New, more accurate meters detect small usages that older meters miss.  The AMR meters also have a leak indicator that informs CUD if there has not been a one hour period of zero consumption within the 24 hours prior to the meter being read. 

If your bill is high, be sure to check faucets for small drips and listen to toilet valves to see if they run unexpectedly.  You can also check your toilet flapper valve for a leak by placing a few drops of food coloring in the tank itself.  If the water in the bowl changes color prior to flushing, you have a leak. It is also not uncommon to find leaks in service lines entering your home.  Seek assistance from a plumbing professional or your local home improvement center to fix all such leaks.

STEP Systems

How do I turn my STEP system alarm off ?
There are two styles of control panels. One has the red alarm light on top of the panel. On the left side is a black "Toggle" switch, moving the switch left or right will silence the alarm horn.
The other style panel has the alarm light mounted on the front. Simply depress the red light button and the alarm will silence.
With either panel, the red light will remain on until the alarm condition is corrected.

Who pays for repairs to my STEP system?
Cud owns the STEP tank, pumps and associated controls. In the event of equipment failure CUD will make the repairs at no cost to the customer.

Where does CUD's responsibility start?
CUD is responsible from the tank on. If a stoppage occurs in the inlet pipe
entering the tank the homeowner will be responsible for clearing the stoppage.

What is the large round green lid in my yard?
The 24 inch diameter fiberglass lid allows CUD access to the pump and float controls for inspection and or repair.

If my alarm is sounding who should I call?
Call CUD at 893-7225 or 893-7275

If my alarm sounds can I still use water?
If a high water alarm sounds, there is typically 24 to 36 hours of storage capacity left in the tank.

Water Pressure

How is water pressure determined and why is mine different from my neighbors?
Water pressure at any location in the system is determined by the difference in elevation between the water tank that serves the area and the point at which water is drawn from the line.  Given that fact that we live in an area with hilly terrain, it is not uncommon for one home to see a significantly different pressure at the main compared to another just down the road.  Water pressure changes .433 psi with every foot of elevation change.  Therefore, a residence located in the valley may need a pressure reducing valve to lower the 100 psi incoming pressure to a more reasonable level, while another house located just140 feet up a hill will only have 40 psi.

I have good pressure at the main, but low flows inside my home.  What is the problem?
Restrictions in the line will reduce water flow and hence reduce flowing pressures.  One of the most common problems in newer homes is improper pipe sizing.  In older homes, scaling presents a significant flow problem for any home with older galvanized pipes.  As water passes through over the years, corrosion deposits build up inside and partially block water flow. Some pipes may be so corroded that even a pencil would not fit through the center of the pipe.  Running water through a corroded pipe like this is akin to sipping through a coffee stirrer instead of a straw, less fluid flows through.

Should I drain my water heater occasionally?
Heating water causes calcium carbonate to precipitate out and settle to the bottom.  Water that gets under this layer of sediment can turn to steam when the burners come on and cause popping and other noises. The build up of sediment will also reduce the efficiency of a water heater, reduce the holding capacity and ultimately burn out an electric element. 

Regular flushing of a water heater through the drain valve located on the bottom of the unit can help prevent sediment build up.

Why is Water Coming Out of the Tube on the Side of My Water Heater or
My Water Heater Pressure Relief Valve is Releasing Water ?

Water Quality
 
Why do you add chlorine to the water?
Chlorination has played the primary role in protecting America's drinking water since the early 1900’s and is responsible for a large part of the 50 percent increase in life expectancy in this century. This simple disinfection process combined with filtration led Life magazine to conclude that the water purification process as it was refined in the 20th century was "probably the most significant public health advance of the millennium."

In 1850, John Snow used chlorine to attempt to disinfection in London water supplies after an outbreak of cholera. Sims Woodhead used "bleach solution" in 1897 as a temporary measure to sterilize potable water distribution mains at Maidstone, Kent (England) following a typhoid outbreak.

After dramatic reduction in typhoid deaths in Great Britain, Jersey City, N.J., adopted chlorination in 1908.  Other cities across the US soon followed suit and resulted in the virtual elimination of waterborne diseases such as cholera, typhoid, dysentery and hepatitis A.  Prior to the chlorination of drinking water, water borne pathogens killed about 25 out of 100,000 people in the US annually, a death rate that approximates that associated with automobile accidents today.

Can chemicals used to treat CUD's water cause odors in my home?

CUD began using chlorine dioxide in late 2006 as part of the disinfection process at the water treatment plant.  Chlorine dioxide safely and effectively purifies drinking water while reducing disinfection byproducts such as trihalomethane and haloacetic acid.  However, chlorine dioxide can sometimes contribute an odor to a customers' home. Most of the chlorine dioxide added during disinfection disappears by the time the water enters the distribution system.  However, a very small amount (less than one-quarter part per million) may remain in until it reaches the tap. When the customer turns on their tap, the chlorine dioxide immediately evaporates. If this gas mixes with petroleum-based vapors from such products paint and carpeting, a noticeable odor is produced.

Chlorine dioxide levels in drinking water are strictly regulated by the Environmental Protection Agency (EPA). It is important to remember that the odor is caused by the interaction of chlorine dioxide gas with petroleum-based vapors and does not affect the quality of your tap water.

To avoid these odors, open your windows and turn on fans when painting and installing new carpet or using petroleum-based solvents. This will remove some of the vapors that react with chlorine dioxide, subsequently lessening or eliminating the odor. Another option is to use an activated carbon filter on your water, which will prevent the formation of the compounds causing the odors.

Is bottled water safer than tap water?
Although many consumers believe bottled water is safer than tap water, this is not generally the case.  A recent study revealed that a large percentage of bottled water is simply tap water in a bottle sold at a 100 to 1,000 times the price. For example, a typical gallon jug of bottled water ranges from $0.99 to $4 compared to just over half a cent for a gallon of CUD tap water.

The quality of bottled water can also greatly vary depending on its source, production process, packaging material, and shelf-life before use. Until 1993, there were no proposed federal standards for bottled water and in many states it was unregulated. It wasn’t until 1996 that bottled water was required to meet many of the same regulations as tap water.

Do I need a home water filter?
No. Independent agencies such as the Federal Trade Commission and Consumers Union (publisher of Consumer Reports) have determined home water treatment devices are not necessary for health reasons as long as the water supplier meets state and federal requirements. Rest assured CUD maintains compliance with regulated drinking water standards.

Does CUD water have fluoride in it?
Yes, CUD began adds fluoride to its water supply to reduce tooth decay in children at the rate of approximately 1 part per million. This amount is recommended by the American Dental Association for maximum dental protection.

Why is my water discolored when I first turn it on?
If your water appears discolored when you turn it on, there are several causes.  It is possible that sediments from the main line were stirred up by some pressure or flow event in the system or it could come from older galvanized iron pipe in your home plumbing system.  Please run your faucet for a few minutes to see if it will clear, it usually takes a few minutes for fresh water from CUD's water main to reach your faucet.  If it doesn’t clear or the problem is reoccurring, please call CUD to investigate. 

What are the white particles collecting in my faucet strainer and shower head?
The particles may be a sign that the fill tube in your hot water tank is deteriorating. If so, white particles (which may have a bluish tint) will show up in strainers in various locations in your house--washing machine, kitchen faucet, and shower head. These particles are plastic and will float on water and melt when heated at high temperatures. Most water heater companies will replace the fill tubes because they were flawed. Check the name of your tank, and call the company for instructions.

What are black particles collecting in my sink?
These particles are most likely a sign that the flexible tubing used to connect your water supply to your faucet is deteriorating. This was a defect is some of the older supply lines and should not be a problem with their replacement or with new construction.  As with any water quality issue, CUD will be happy to respond and investigate.

Why does my water have a "milky" apperance?
The milky color is really air in your lines and is safe.

Backflow

What is a cross-connection?
Any physical or potential connection between a potable water supply and a hazardous material or one of questionable quality is a cross-connection. There shall be no such connection without the installation of an approved backflow prevention assembly in accordance to the degree of hazard of the substance involved.

What is a backflow?
Backflow is the undesirable reversal of flow of non-potable water or other substances through a cross-connection and into the piping of a public water system or consumer’s potable water system. There are two types of backflow- back pressure and back siphonage.

What is back pressure backflow?
Back pressure backflow is backflow caused by a downstream pressure that is greater than the upstream or supply pressure in a public water system or consumer’s potable water system. Back pressure can result from an increase in downstream pressure, a reduction in the potable water supply pressure, or a combination of both. Increases in downstream pressure can be created by pumps, temperature increases in boilers, etc. Reductions in potable water supply pressure occur whenever the amount of water being used exceeds that amount of water being supplied, such as during water line flushing, fire fighting, or breaks in water mains.

What is back siphonage?
Back siphonage is backflow caused by a negative pressure in a public water system or consumer’s potable water system. The effect is similar to drinking water through a straw. Back siphonage can occur when there is a stoppage of water supply due to nearby fire fighting, a break in a water main, etc.

Why be concerned?
Backflow will occur when the water pressure in the public water supply is lost, reduced, or if the customer’s water pressure becomes greater than the public supply. Depending on the type of cross connections that exist, contaminates can flow back into the customer’s water system and eventually into the public water supply. In addition to disease and illness, death can result when drinking water becomes contaminated by chemicals such as lead, cyanide, caustics and arsenic compounds. Pesticides and herbicides used widely in the home have also caused death via cross connections. Identifying potential hazards associated with cross connections, and eliminating or protecting against them is the concern of Consolidated Utility District and the local public health agencies. Because almost all water systems have cross connections, the water system personnel must maintain a constant vigil for their detection and elimination.

How can backflow be prevented?
By installing a Consolidated Utility District approved backflow preventer mechanism to prevent backflow. The basic means of preventing backflow is an air gap, which either eliminates a cross-connection or provides a barrier to backflow. The basic mechanism for preventing backflow is a mechanical backflow preventer, which provides a physical barrier to backflow. The principal types of mechanical backflow preventersare the reduced-pressure principle assembly and the double check valve assembly.

Why must backflow preventers be tested at least once annually?
Mechanical backflow preventers have internal seals, springs, and moving parts that are subject to fouling, wear, or fatigue. Also, mechanical backflow preventers and air gaps can be bypassed. Therefore, all backflow preventers are tested periodically to ensure they are functioning properly. The customer is responsible for testing of backflow devices. CUD will send a letter and list of approved testers to customers when their devices are due for testing. The testers must be state certified and approved by Consolidated Utility District’s Cross Connection Coordinator or the tests will not be accepted.

What is the most common form of a cross connection?
Ironically, the ordinary garden hose is the most common offender, as it can be easily connected to the potable water supply and used for a variety of potentially dangerous applications.

What is potentially dangerous about an unprotected sill cock?
A sill cock permits easy attachment of a hose for outside watering purposes. However, a garden hose can be extremely hazardous because they are left submerged in swimming pools, lay in elevated locations (above the sill cock) watering shrubs, chemical sprayers are attached to hoses for weed-killing, etc.; and hoses are often left laying on the ground which may be contaminated with fertilizer, cesspools, and garden chemicals.

What protection is required for sill cocks?
A hose bib vacuum breaker should be installed on every sill cock to isolate garden hose applications thus protecting the potable water supply from contamination.

Should a hose bib vacuum breaker be used on frost-free hydrants?
Definitely, providing the device is equipped with means to permit the line to drain after the hydrant is shut-off. A “removable” type hose bib vacuum breaker could allow the hydrant to be drained, but the possibility exists that users might fail to remove it for draining purposes, thus defeating the benefit of the frost-proof hydrant feature. If the device is of the “non-removable” type, be sure it is equipped with means to drain the line to prevent winter freezing.

What is the common difference between pollution and contamination?
Pollution of the water supply does not constitute an actual health hazard, although the quality of the water is impaired with respect to taste, odor, or utility. Contamination of the water supply, however, does constitute an actual health hazard; the consumer being subjected to potentially lethal water-borne disease or illness.

Where is a Double Check Valve Assembly used?
The only place Consolidated Utility’s policy allows double checks to be installed is on fire lines that are classified as low-hazard level.
         
Where is Reduced Pressure Zone Backflow Preventer used?
Reduced Pressure Zone Assemblies may be used on all direct connections which may be subject to back pressure or back siphonage, and where there is the possibility of contamination by the material the does constitute a potential health hazard.

What are typical applications for Double Check Valve Assemblies?
Double Check Valve Assemblies may be used where the degree of hazard is low, meaning that the non-potable source is polluted rather than contaminated. Local inspection departments oftentimes determine the degree of hazard. Such departments should be questioned in order to comply with local regulations.

What are typical applications for Reduced Pressure Zone Backflow Preventers?
This type should be used whenever the non-potable source is more of a contaminant than a pollutant. Basically, they are applied as main line protection to protect the municipal water supply, but should also be used on branch line applications where non-potable fluid would constitute a health hazard, such as boiler feed lines, commercial garbage disposal systems, industrial boilers, etc.

What is the benefit of a strainer preceding a backflow preventer?
A strainer will protect the check valves of a backflow preventer from fouling due to foreign matter and debris which may be flowing through the line. This not only protects the valve but eliminates nuisance fouling and subsequent maintenance and shutdown. The use of a strainer with a water pressure reducing valve has been as accepted practice for years. The amount of pressure drop attributed to the strainer is negligible and is far outweighed by the advantages provided by the strainer.

Plumbing

My pipes are making noises, what is the problem?
It could be a loose pipe, faulty toilet or a faulty irrigation valve.  The problem could also be ours.  It would be prudent to give us a call and we can check our system first.

How can I keep my pipes from freezing in cold weather?
The best thing to do is wrap any pipes that are exposed.  Another suggestion is to let water run in a sink in a small amount.  This will keep water moving and thus prevent freezing during severe cold.

Easements

1. CUD, as a public utility, is expressly granted the power to condemn lands, property, property rights, privileges and easements for necessary public purposes, for just compensation. In the case of a Water Line Extension, should you decide to deny an easement to CUD, we will proceed with the condemnation process. In simple terms, the court will hear both sides and make the final decision.
2. If the easement withheld is for a Water Line Extension Project and there is no other viable alternative route, the project will either end just before your property, or be totally abandoned.

• Running toilet
• Dripping faucets
• Check yard (meter to house) . . . and soft or greener areas
• Water lines under house