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Water & Waste Water

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1. Can I turn my water meter on or off?

No. A city employee will do this for you at no cost. The water meter is the property of the City and damages to the meter could be charged to you. Call the Public Works Department at (972) 377-5556 or after hours, call emergency number (214) 537-5645 and an on-call personnel will be notified and dispatched.

2. Do I have any other responsibilities as a City water user?

Yes, you are required to keep your water meter clear and accessible for reading and maintenance purposes. This includes meters located in utility easements.

3. Do I need to notify the City when I move?

Yes, It is necessary that you contact a Customer Representative to close your account in advance to you moving. This may be done either in person, by phone or by sending us a letter telling us the date you want your account closed and where to send the final bill. You will be responsible for payment of services through the date of your closing.

4. How do I check for a water leak?

Turn off all water in and outside of your house. Do not turn off the master valve. Record the reading on your meter. Do not use any water in your home for one hour. Recheck the meter. The reading should be identical to the reading taken earlier. If it is higher, you have a leak. It is your responsibility to have it repaired.

5. Is there fluoride in my water?

Yes.

6. Who do I contact about problems with my sewer service?

In case of a sewage backup, notify Public Works, (972) 292-3657. They will check the city main to determine if the problem is the City’s responsibility or the homeowner’s.

7. What are Customer Service's office hours?

Customer Service is open from 8:00 a.m. to 5:00 p.m. Monday through Friday.

8. What are the cities responsibilities for water line repairs?

The city is responsible for the main lines and meter up to the point of the customer’s service line connection to the meter.

9. What are the towns responsibilities for sewer line problems?

The city is responsible for sewer main lines and service lateral line repairs up to the customer’s property line.

10. What happens if my water is turned off for non-payment?

Service will be restored upon payment of the entire balance due, including a $40 disconnect / reconnect fee.

11. What if I did not receive my water bill in the mail?

Your account is billed on a regular basis every month. If you do not receive your bill, by the 10th of each month call our office immediately. Failure to receive the bill does not exempt the consumer from responsibility to make payment.

12. What if I feel my water bill is to high due to a faulty meter?

Water meters can malfunction, we found that their tendency is to slow down rather than speed up. With advance notice, a test can be scheduled. If the meter tests correctly, you will be charged a $50 testing fee for a residential meter. Commercial accounts are done on contract at cost. If the meter tests incorrectly, you will not be charged the testing fee.

13. What if I feel my water bill is to high?

You can easily check for an error in the meter reading used to calculate your bill. Simply read your water meter to see if the reading is higher or lower than the present reading on your bill. If it is lower, call Customer Service and we will issue a service order to have a meter reader check the read. If the reading is higher, you should check for a leak in your house plumbing or service line.

14. What if I know I won't be able to pay my water bill on time?

Call a Customer Service Representative at (214) 975-0480 to discuss payment arrangements. In most cases, arrangements can be worked out.

15. What methods of payment do you accept?

We accepts payments by cash, check money order and most credit cards.

16. What number do I call?

Call (214) 975-0480 during regular office hours for Customer Service to report water leaks, sewer back-ups or other water emergencies. Call (214) 975-0400 for the on call personnel to be notified. To obtain a collection schedule for garbage or recycling, call (214) 975-0480.

17. When is my water bill due?

Payment is due on the 20th of each month unless it falls on a weekend, the payment will be due the following business day by 5:00 p.m.
A 10% penalty is applied on the following business day after the due date and a reminder is mailed/emailed with a cutoff date.