Frequently Asked Questions

Q.     How do I sign up for water, sewer and stormwater service?

A.     The Water Office requires the property owner to sign (signature required for service. A $50 deposit fee and an $8 signup fee is required when signing for service. If this is a new building, a property owner may be required to pay a front foot fee, tapping fee and meter fee. This can be determined with a call to the Water Office describing the location and lot number of the property.

The Water Office requires new owners of existing buildings to sign for service using the Direct Billing Agreement. If the property owner wants tenants to pay the bill, the owners need to fill in the bottom portion indicating new tenants name and address for billing. This form needs to be filled out each time there is a change in the billing address and/or name. A new account will be set up each time for the new owners/tenants. Owners are responsible for all bills if not paid by the tenant.

Q.     Can I pay the bills through my bank account?

A.     Yes! The Water Office, with your permission, sends your monthly bill to your bank for payment on the due date. You still receive a copy of your bill approximately 15 days before the due date. Please download a copy of the ACH form (automated clearing house), sign and include a copy of used/voided check. You can also go the the related links and click on DirectPaymentPlan.com to sign up online for any of your utilities. Once signed up for this program, you will not get a late fee or be shut off.

B.     The Water Office handles electronic transfers through a 3rd party OnlineResources.com. This means your bank must be able to work with OnlineResources.com. The customer must use their correct CUSTOMER # (an 8 digit number). If incorrect data is used during electronic payment process it may result in your account being credited upto 5 days after the transfer starts resulting in late fees. Payment is considered received only after the office receives the money.

Q.    Can I Pay my bills with a credit card?

A.     Yes. You can pay your bill with a credit card through OfficialPayments.com (on the related links). There is a $3 convenience fee for transactions under $200. You can pay with a credit card by phone or online. You can make a payment from anywhere or anytime by going to OfficialPayments.com on the internet and entering a Jurisdiction Code of (4571) choosing utilities under local and then following the prompts. You must use your customer# which is an eight digit number starting with at least one zero. At the completion of the transaction you will recieve a confirmation number that references your specific payment. You can also call 1-800-272-9829 to make a payment. Use the Jurisdiction Code of (4571) and follow the telephone prompts. You will need to know your customer# which is an eight digit number starting with at least one zero. Please retain the confirmation number in case of any errors.

Q.     When are bills sent and then due?

A.     The City of Newark is divided into three districts for reading and billing monthly.

1st district bills are mailed by the 20th of the month and due on the 5th of the month. At least 1 of 2 bills need to be paid on the 5th or the account will be included on the shutoff list. When there are 2 bills or 1 bill and a partial bill past due on the 6th a late fee goes on the account and you are required to pay both bills or the service is scheduled for shutoff - usually the following week.

2nd district bills are mailed by the 31st of the month and due on the 15th of the month. At least 1 of 2 bills need to be paid on the 15th or the account will be included on the shutoff list. When there are 2 bills or 1 bill and a partial bill past due on the 16th a late fee goes on the account and you are required to pay both bills or the service is scheduled for shutoff - usually the following week.

3rd district bills are mailed by the 10th of the month and due on the 25th of the month. At least 1 of 2 bills need to be paid on the 25th or the account will be included on the shutoff list. When there are 2 bills or 1 bill and a partial bill past due on the 26th a late fee goes on the account and you are required to pay both bills or the service is scheduled for shutoff - usually the following week.

Q.     What do I do if I have lower pressure than normal?

A.     First check to see if there is anything else running in the house. Next, check the strainer on the faucet to see if it might by plugged. Check to see if water is coming up in the yard or curb box. Call the Water Office at 670-7940 for information about main braks or hydrant flushing that may affect your water pressure. The Water Office will also send someone out to check the low pressure if a reason cannot be determined over the telephone.

Q.     What do I do if I have a high bill?

A.     First ask yourself if you could have used more water that month. Ckeck the reading on the meter and see if it is less or matches the reading on your last bill. Call the Water office at 670-7940 and ask for customer service. The Water Office will send a serviceman out to check the meter readings and check for leaks. All bills are based on the readings that are read or estimated from the meter.

Q.     Why are bills estimated if there is an outside reading device?

A.     Bills are estimated every other month and when meter readers can not get a reading from the outside reading device due to weather or mechanical problems and when meter readers can not physically read their route due to sickness. The estimation program averages your past 12 months usage if available. An estimation is just an educated guess for what you used do if you would want to read the meter and call the reading into the Water Office you could call it in at any time of the day and or night (670-7948) and leave a voice mail for our billing department. If your bills are due on the 5th, call the reading in between the 10th-12th of the month. If your bills are due on the 15th, call the reading in between the 20th-22nd of the month. If your bills are due on the 25th, call the reading in between the 1st-3rd of the month.

Q.     Why do we need to change out the meter?

A.     Meters are guaranteed by the manufacturer for ten years. The devices hooked up to the meter are guaranteed for 2-5 years. Twenty year old meters often test 99% accurate. The Water Office changes meters between 13-15 years or when something appears to be working incorrectly. Meters will read less accurately due to wear as the years go by. A serviceman can change a meter in approximately 30 minutes if there is a shutoff valve before and after the meter and the pipes are in good condition.

Q.     Why do we need access inside to get a final reading?

A.     The Water Office requires access inside to get an actual reading on the meter. Call the Water Office at 740-670-7940 at least 24 hours prior to the requested time for a final reading. We must check to make sure the inside meter is working properly and the reading matches the outside reading device. The Water Office wants to guarantee that your final bill is you final bill not the next person's bill.

Q.     What do I do if I experience a sewer backup?

A.     Make sure it is not just a problem with the toilet or sink. Run some water in a different location to see if the water goes down the drain there. If it continues to back up call the Water Office at 670-7940 between 8-4:30 Monday through Friday or after hours the emergency phone number 349-6765. The Water Department will send someone out to check that the main lines are clear or blocked. If they are clear you will be advised to call a plumber to unplug the lines in your home to the main lines.

Q.     What do I do when moving?

A.     When you plan to move and you want a final billing through the last day on which you occupy a particular property, please telephone 670-7940. It is necessary to notify us at least two days in advance of the date the final reading is desired so that we can schedule a serviceman to obtain the inside reading from your meter. All requests should include the following: 1) the account number for which the final bill is to be rendered, 2) the name and mailing address of the person requesting/receiving final bill, 3) the date the final reading is requested, 4) the arrangements for the serviceman to gain access to the inside meter if it is inside the home, 5) if a key has been provided, do you want it destroyed, returned (provide address), other, 6) any hazardous conditions which our service representative should know, ex: dog inside, 7) telephone number at which you can be reached during the day. If you do not request a final you are legally responsible for the bill until the Water Department can get a final bill (an inside reading). Please plan accordingly.

Q.     Is water with chlorine in it safe to drink?

A.     Yes, many tests have shown that the amount of chlorine found in treated water is safe to drink, although some people object to the taste.

Q.     Why is chlorine added to drinking water?

A.     Chlorine is a disinfectant and is added to the drinking water at the treatment plant to prevent germs from being in the water that could make people sick.

Q.     Should I be concerned about the chlorine in the water I use for bathing or showering?

A.     No, for several reasons: 1) It will not be absorbed into the skin and get into your body. 2) The amount of chlorine in the water is too low to harm the skin itself. 3) There have not been any reports of danger from breathing the chlorine that gets into the air during a shower.

Q.     What can I do if my drinking water tastes "funny" due to chlorine?

A.     There are several ways to dissipate the smell or taste of chlorine in the water: 1) Store some drinking water in a closed glass container in the refrigerator. 2) Use an electric mixer or blender to beat or blend the water for five minutes. 3) Boil the tap water for five minutes. 4) Add lemon juice or a slice of lemon to the water.