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Water Services

Show All Answers

1. How do I reset my password for my online account?

Visit the Water Services page

Select "Log In"

On the login page, select the link "Reset Password"

2. Why do I have a lien on my water/sewer bill?

According to the Ohio Revised Code (ORC) Section 743.04, 

When water rents or charges are not paid when due, the director or other official or body may do [...] the following:

Certify them, together with any penalties, to the county auditor. The county auditor shall place the certified amount on the real property tax list and duplicate against the property served by the connection... 

3. How do I add a water account? Why are there no locations associated with my User ID?

4. How do I change the email address I use to log into my account?

5. How do I sign up for paperless billing statements?

6. Copies of Statements

7. How do I set up Auto Pay?

Select your account from the menu on the left. Then select Auto Pay

Then select “Enroll”

Choose the appropriate link for ACH or CC to set up Auto Pay with a bank account or a credit card.

Auto Pay payments are taken on the due date.  

Please remember to update the credit card or bank account number if the account expires or changes.  If the Auto Pay transaction fails, late fees and penalties may apply.    

Please note: By default Auto Pay takes effect the next time a statement is generated unless another option is selected.  Other options may include the following: 

8. How can I tell if my account is set up for Auto Pay?

9. How do I disable, change or remove Auto Pay information?

10. Why am I not getting an email to enable my online account?

11. 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 on the Pay Water Bill page.

12. How often are bills due?

Most of our water/sewer bills are issued quarterly. For regular water/sewer bills, payment is due within 21 days of the billing date. Final bills have a shorter due date.

To ensure that your payment reaches us on time, we recommend that you allow 5 to 7 days for mailing. After 21 days, bills are considered delinquent and subject to a 10% penalty.

13. 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.

14. 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 of 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, you will not be responsible for this fee.

A well-field protection fee is also included to fund the Well Field Protection Program, which is designed to protect against threats to our water supply.

15. 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.

16. 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 the initial payment is made and future payment dates are scheduled to complete the plan. If you are a tenant, the property owner must also approve the payment plan.

17. Why is my bill so high?

Undetected leaks are the number one cause of higher 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.

During the summer, many people's water usage also increases both inside and out. More bathing, more laundry, and watering lawns and plants can quickly add 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 applications. The owner must pay for the meter and installation.

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.

18. 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.

19. 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.

20. 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.

21. 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 Great Miami Buried Valley 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.

22. 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.

23. What is wastewater?

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

24. What is the range of water pressure in Montgomery County?

Montgomery County Environmental Services' water mains have a 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 states "the Sanitary Engineering (now Environmental 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.

25. 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, and check the water every half hour by running some in the bathtub. 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.

26. 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.

27. 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.

28. 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.

29. 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.

30. Who should I call if I see a water main break or a hydrant leaking?

Call our 24-hour emergency number: 937-781-2678.

31. What should I do if I see a sewer overflow?

Call our 24-hour emergency number: 937-781-2678

32. 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 remedy or clear 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.

33. Why shouldn't Fat, Oil or Grease go down the drain?

When fat, oil, or grease (FOG) is released into the sewer lines in any amount, it poses a serious threat to the County's sanitary sewer collection system's ability to remove waste from our community. FOG sticks to the sides of pipes, decreasing the pipe's capacity and eventually blocking the pipe entirely. This requires our sewer piping to be cleaned more often and equipment may need to be replaced due to grease-related damages.

34. What do I do with the oil used in deep fryers?

If you are using deep fryers in your establishment, contact a rendering company to provide a bin or barrel for regular pick up.

35. What is the difference between yellow grease and brown grease?

Brown grease means floatable fats, oils, and greases and settled solids that are recovered from grease-control devices (e.g., grease traps and interceptors). Brown grease is difficult to reuse, but may become part of renewable energy sources in the future. We do not accept the discharge of brown grease into our sanitary sewer system.

Yellow grease means fats, oils, and greases that have not been in contact or contaminated with other sources (e.g., water, wastewater, solid waste, etc). An example of yellow grease is fryer oil, which can be recycled into products such as animal feed, cosmetics and alternative fuel. Yellow grease is also referred to as "renderable."

No grease should ever be poured down the drain, but should be disposed of in a responsible and environmentally safe manner. Call 937-781-2562 for more information.

36. Should I use large quantities of detergent to wash grease down the drain?

Products such as detergents that claim to dissolve grease may pass the grease down the pipeline and cause problems elsewhere. In short, you remove it from your immediate vicinity only to help create a larger problem downstream.

37. Should I use additives to wash grease down the drain?

Additives are generally prohibited, as many tend to pass grease down the pipeline and cause problems elsewhere.

38. How Do I Locate the Shut-Off Valve in My Home?

Customers have three options for shutting off their water to complete plumbing repairs:

1. Turn off the main shut-off valve inside the property
2. Turn off the water at the meter pit (usually located outside)
3. Use the "curb stop" located outside the property, which is the County's means of shutting off the water.

1. The main shut-off valve is the easiest method to turn off your water for plumbing repairs, and it is located inside the property. Montgomery County Environmental Services does not have a record of where these valves are located, because they belong to the customer. If you can determine where the plumbing comes into the house, you can generally trace the incoming water line and find a shut-off valve there. There may be a pipe coming in through a basement wall or up through a utility room floor. In many homes, the water comes into the property in a utility room. The water would normally enter a property in a straight line from the meter pit, which is located outside. This may help you locate it.

2. If the location of the main shut-off valve is not apparent, and your water meter is not indoors, there is a meter pit outside your property. It is a 12" round lid on the ground. The meter pit can be opened with a pair of channel locks, by turning the hexagonal nut on top of the lid counter-clockwise to open the lid. In older homes, there may be a gate valve in the meter pit (such as you would use to turn on a garden hose) to turn the water on and off. If you do not have one of those, there may be a lock stop valve at the meter. It looks something like this.

_{Figure 1: This is a lock-stop valve. When the 2 holes at the top are lined up, the valve is off, when it looks like the photo above, it is in the on position. You can turn the valve with a pair of channel locks.}

3. The third option to turn off water is a "curb stop," which is the County's shut-off valve. It is typically located in the easement near the roadway or within a couple feet of the meter pit. We can use the curb stop to turn off your water, but it requires a special key. NOTE: There is a $43.25 trip charge to shut the water off at the curb stop for a plumbing repair. This cost includes water service restoration as long as it is done during normal business hours. This call requires a day's notice to schedule unless there is a flooding emergency. If you would like to schedule your water to be shut off at the curb stop, please contact Customer Service at 937-781-2688 during normal business hours. If you need this service for a flooding emergency after hours or on a weekend, additional charges may apply.

_{Figure 2: This is the lid to the meter pit located outside the home. You can use this to help locate the water line that enters your home.}