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    FAQ's

    Payment and Billing:
    Water and Water Service:
    Water Leaks, Sewer Backups:
     
    Payment & Billing:

    Can I get account information outside of regular business hours?
    Yes, you can! Just call (937) 781-2688. You will need to enter your account number. You can get your account balance, last payment date, amount of last payment, and bill due date. Other information is also available. You can also access account information online.

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    How often are bills due?
    Water bills are issued quarterly. Payment is due within 21 days of the billing date. To ensure that your payment reaches us on time, we recommend that you allow 5-7 days for mailing. After 21 days, bills are considered delinquent and a 10 percent late charge is assessed.

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    What should I do about water service if I am moving?
    Call our office at least 48 hours before you move to schedule a "final" reading. A final bill will be sent to you at your new address. If you are moving within our service area, we will also set up a new service account in your name at your new location.

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    How is my bill calculated? 
    Water and sewer charges are calculated in units of one hundred cubic feet (approximately 750 gallons) of water, which registers through the water meter. This charge, based on your water usage, is the "base" or "volume" charge.

    A fixed service charge is the cost for your connection to the water and sewer systems. The service charge is based on the number of days in a billing cycle (typically 91 days). Even if your water service is turned off, you will be charged the service fee. However, if your meter is pulled, who will not be responsible for this fee.

    A well field protection fee is also included (the fee is $0.05 per 100 cf) to fund the Well Field Protection Program, which is designed to protect against threats to our water supply.

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    What if my home will be vacant for an extended period of time?
    Contact us and we will mail your bill to your temporary address. There are fixed fees or service charges that will be due even if there is no water consumption. If leaving your home during the winter months, take precautions to avoid problems with freezing pipes:

    • Turn your water off at the main valve.
    • Open kitchen and bathroom plumbing cabinets.
    • Leave a key with a friend or neighbor and ask that they check on the house periodically.
    • Do not turn off your heat unless your house has been winterized by a professional plumber.

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    What if I am unable to pay my bill?
    If you are unable to pay your bill on time, call our office at (937) 781-2688 before the due date. You can also visit us in person at 1850 Spaulding Road, Kettering, Ohio 45432. Payment arrangements may be available if you have not had a history of returned checks, previously defaulted on arrangements, have not had a discharged bankruptcy, or had water service terminated for nonpayment. Arrangements are finalized in the office when an initial payment is made and future payment dates scheduled to complete the plan. If you are a tenant, the property owner must also approve the payment plan.

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    Why is my bill so high?
    If it is summer, many people's water usage increases both inside and out. More bathing, more laundry, plus watering lawns and plants adds up. Customers who use large amounts of water for lawn sprinkling may realize savings in sewer charges by having a separate sprinkling meter installed, which removes sewer charges from water used for lawn and outdoor application. The owner must pay for the meter and installation.

    Undetected leaks can also lead to high water bills. Even the smallest leak can be costly. Check your toilets and other plumbing fixtures, including outside faucets and hose bibs. It may be cost effective to have a plumber inspect your home's plumbing system from time to time.

    Make sure we are able to read your meter regularly. Bills are estimated when we are unable to get a meter reading and estimates may be lower than actual usage, resulting in a higher bill once an actual reading is taken.

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    Do you have special rates for senior citizens?
    We have a special payment program for senior citizens, but are unable to offer reduced rates. The County water and sewer systems are governed by the Ohio Revised Code, which mandates equal rates to all users. Our "Designated Senior Citizen" program does, however, provide a customized payment period to correspond to the date of one's pension check issuance. Avoid late payment fees by communicating with customer service before your bill is due. Contact our office during business hours for full details at (937) 781-2688.

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    What if I have a question or complaint about my bill?
    Call us at (937) 781-2688 within the 21-day prompt payment period. You are a valued customer and our customer service representatives are ready to assist you with fair and reasonable solutions. Make sure to have your account number ready when you call.

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    Water Quality and Water Service:

    Why does the water pressure in my house fluctuate?
    When there is more overall demand for water, there is less pressure to go around.  Water pressure will fluctuate throughout the day depending on how many people are using water at one time. 

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    I don't have any hot water. Has my water been shut off?
    Montgomery County delivers cold water to your home or business.  If you have cold water, but no hot water, then your water heater may be broken.

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    Where does Montgomery County drinking water come from?
    Montgomery County purchases its water from the City of Dayton and distributes the water to our customers. The source of the City of Dayton's drinking water is the Miami Valley Buried Aquifer. This aquifer is a large underground area of water-bearing sand and gravel deposits. Information about the aquifer can be obtained from the Ohio EPA at (937) 285-6357.

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    How many gallons of water are in a CCF?
    Your water usage is measured in hundred cubic feet or CCF.  This is equivalent to 748 gallons.

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    What is wastewater?
    Wastewater is sewage.  Montgomery County Environmental Services treats wastewater, which is then safely released into streams and rivers.

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    What is the range of water pressure in Montgomery County?
    Montgomery County Environmental Services' water mains have pressure ranging from 32 psi to 145 psi, depending on your location in our distribution system. Factors influencing this range may include, but are not limited to:

    • the pressure zone that services your property;
    • the air temperature;
    • the type of material, size, and condition of your water service line (the pipe from the water main to your property);
    • whether or not there are any leaks at your property or in our water mains.

    When the static pressure in your property is greater than or equal to 80 psi, Section 4101:3-604.8 of the Ohio Plumbing Code states "an approved water-pressure reducing valve conforming to ASSE 1003 with strainer shall be installed to reduce the pressure in the building water distribution piping to 80 psi (552 kPa) static or less." Over time, excessive pressure may damage plumbing fixtures in your property, cause noisy pipes, and possibly lead to leaking pipes. The installation of this valve is at the customer's expense.

    Note that in areas of Montgomery County that experience low water pressure, Section 3.11 of our Rules and Regulations state "the Sanitary Engineering (now Water Services) Department does not guarantee a fixed pressure…" If the pressure is inadequate to provide enough flow to plumbing fixtures in your property, then a booster pump and pressure tank may be installed at the customer's expense.

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    Why would my water be discolored?
    The water may become discolored in an area due to emergency situations such as a fire or a water main break. During these events, the flow in the water system is increased, which may cause minerals that have accumulated in the pipes to become dislodged. One of these minerals is iron, which causes the water to appear yellow to dark brown. If this should happen, give the water system time to settle down, check the water every half hour by running some in the bath tub. If it still appears to be discolored, do not use it to wash laundry. If you were doing laundry when the water became discolored, do not dry the laundry. Leave the laundry wet and purchase a product such as Iron-Out or Rust-Out in the laundry section of the grocery store.

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    Why would Montgomery County change my water meter?
    To ensure accuracy or improve the public water system, the County may replace your water meter periodically. We are currently replacing all of our old water meters with automated radio-read meters, which will allow our meter technicians to read your water usage without physically accessing the meter. These meters help improve efficiency, reduce costs and provide more accurate billing.  

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    Why do Montgomery County employees open up hydrants?
    Periodically, fire hydrants may be opened to flush out sediment and keep the hydrants in good working order in case of fire.  Also, the pressure may be tested in some areas to ensure the system is working properly.

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    Do I need a water softener?
    Montgomery County water is softened to approximately 9 grains per gallon. Most of our customers choose not to use a water softener.

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    Water Leaks and Sewer Backups:

    Who is responsible for water leaks?
    Montgomery County Environmental Services is responsible for the installation, inspection and maintenance of all public water lines from the water mains to the curb stop. If a break occurs in this area, Water Services will repair it at no cost to the owner of the property. A customer's responsibility begins at the curb stop, and includes the installation and maintenance of service piping into the building, inside and outside plumbing and fixtures, and adequate protection for water meters against freezing or other damage. If a break occurs in this area, repairs will be at the expense of the property owner.

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    Who should I call if I see a water main break or a hydrant leaking?
    Call our 24-hour emergency number: (937) 781-2678.

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    What should I do if I see a sewer overflow?
    Call our 24-hour emergency number: (937) 781-2678.

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    Who do I call if there is sewage backed up in my home?
    Please call (937) 781-2678 to report a sewer backup. Montgomery County Environmental Services is responsible for maintaining the main line sewer. If a stoppage occurs in the main line, Environmental Services will repair it. Any blockage within the private sewer service lateral, which runs from the main line sewer to the building or home, is the customer's responsibility.

     

    Highlights
    2014 Drinking Water Quality Report

    Montgomery County Environmental Services has once again met or exceeded all state and federal standards for drinking water. Read more about it in our annual Drinking Water Quality Report!

     

    2013-2015 Strategic Plan

    View our department's strategic plan − our roadmap to provide a better quality of life through our environmental services.