FAQs

 
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These are some of the most frequent asked questions:

 How often do you send out bills?

Bills are sent out bimonthly (every two months).  Bills are sent out on the 15th of each month.  Billing months are: January, March, May, July, September, and November.

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When is my bill due?

Bills are due and payable 20 days after the billing date.  Any existing balance after the due date is subject to a late charge.

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Iím having financial hardship paying my bill.  What can I do?

Please contact the District Office at (650) 589-1435 or click here to contact us to request a payment extension or a referral to a local organization that may be able to assist you.

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What is the Sewer Service Charge on my bill?

The sewer service charge pays for water that goes down the drain(s), which needs to be treated in order to be released into the Ocean.  District's wastewater is processed by the City of Daly Cityís North San Mateo County Sanitation District (NSMCSD).  The sewer service rate is currently:  $8.02 per unit.  There is a minimum charge of 12 units annually (or 2 HCF for the base period of January-February) or $96.24.

Effective July 1, 2008, the sewer service charges will be billed thru the county's property tax bill.

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How do you determine my Sewer Service Charge?

Established customers' sewer charges are based on their January and February water consumption.  These two months fall during our rainy season; hence, water used during this period is normally used for indoor use only and not for landscaping, etc.  The sewer service charge is adjusted annually on July 1st of each year.

 New customers' sewer charges are based on the current assessment until they have established their own consumption during the base period of January and February.  The sewer service charge is then adjusted annually on July 1st of each year.

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What is the Meter Service Charge on my bill?

All customers on metered service pay a bimonthly meter service charge. The charge is based upon meter size and covers costs associated with meter reading and billing, customer service, meter replacement and repair, fire protection, water conservation and a portion of general administrative overhead.

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Why is my bill higher than normal?

In most cases, higher bills are caused by internal plumbing problems.  Toilets are usually the number one offender.  Some toilet leaks make a running sound.  Others are silent.  To detect a silent leak, put some drops of food coloring into your toilet tank.  Wait twenty minutes.  If there is coloring in the bowl, you have a leak.  Many toilet leaks can be fixed with simple tools and a do-it-yourself manual.  The WWD provides customers with dye strips to help them test their toilet(s).  Please contact the District Office at (650) 589-1435 to request the dye strips or to schedule a leak test free of charge or click here to contact us.

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I have fixed a leak in my house.  Can I get an adjustment?

Any petitions for adjustments are required to be made in writing.  Please address your request to the General Manager and attach any repair receipts.

 Requests for Sewer Service Charge adjustments will be forwarded to the City of Daly Cityís North San Mateo County Sanitation District (NSMCSD) for their boardís review and final approval.  Notifications of any adjustments will be made in writing.

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Iím going to be out-of-town for a while.  What can I do about my bill or water service?

If you are going to be out-of-town and have not yet received or paid your bill, the District recommends that you contact the District Office at (650) 589-1435 or click here to contact us, to get an approximate amount due on your account or schedule an extension of your payment.

 Also, when you go on vacation for an extended period of time you may want to consider closing your main water shut-off valve.  The most likely locations for this valve are: where the water supply pipe enters your home, near your clothes washer hook-up or near your water heater.  Should you need help locating your house valve, please contact the District for assistance.

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My water is cloudy.  Is there anything wrong with it?

Cloudiness may be caused by air bubbles in the water.  Sometimes when work is done on the pipes, air enters into the system and causes the water to appear milky for a short period of time.

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My water is brown.  What do I do?

Brown water may be the result of repairs being done to the pipes.  After the repairs are completed and the service has been restored in your area, the sediment on the bottom of the pipes is pushed through.  The sediment does not pose a health threat but it not very pleasant to the eye.  Run water through a few faucets until the water runs clear.  IF THE PROBLEM PERSISTS, please contact the District Office at (650) 589-1435 and if needed, one of our field technicians will be dispatch to open up a fire hydrant (or more) to help clear the sediment.

 If only your hot water is coming out brown, itís most likely due to your hot water heater and you will need to flush it.  Please check your hot water heater for instructions or contact PG&E for assistance.

 If the water has been brown for a long period of time, it may be that your pipes inside your house are causing the problem.  In this case, you will need to contact a plumber.

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My water pipes are vibrating.  What do I do?

 If your water pipes vibrate, it may be due to the air traps in the wall behind your faucets being filled with water instead of air.  Your air traps act as shock absorbers to allow changes in your internal water plumbing as the result of turning on water faucets in your home.  You can try closing your house valve and opening the faucets to drain the water in the air traps.  Once this is done, leave a least one faucet open and slowly turn on your house valve.  If this does not solve your problem, please contact the District Office at (650) 589-1435, or click here to contact us.

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 How can I go about shutting the water off because I have an emergency or need to make repairs ?

Every home has a main water shut-off valve.  This valve is used to shut-off water to your home to make repairs and to isolate broken water pipes.  Also, when you go on vacation for an extended period of time you may want to consider closing this valve.  The most likely locations for this valve are: where the water supply pipe enters your home, near your clothes washer hook-up or near your water heater.  Should you need help locating your house valve, please contact the District for assistance.

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Can I turn on or shut off my meter?

No one except Westborough Water District Staff has authorization to turn on or shut off a water meter.  Please do not attempt to turn on or shut off your water meter as you may incur charges if the meter is damaged or broken.

 Also, it is unlawful for anyone other than Westborough Water District personnel to turn the water on.  Violation will result in meter removal and a $25.00 fee.

 If you have an emergency or need to shut off your water meter for repairs or any other reason, please contact the District Office at (650) 589-1435.  If calling after regular business hours, please state your emergency to the answering service and request that the on-call personnel be contacted right away.

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The lid to my meter box is broken or missing.  What do I do?

The meter and meter box is the Districtís responsibility and we will fix it or replace it for you.  Please contact the District Office at (650) 589-1435 or  click here to contact us.

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Last modified: 04/11/17.