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Frequently Asked QuestionsYou may find the answer you seek listed here. It's a faster way to get to the information you need. If you cannot find what you need, click here for WaterOne contacts. Customer Service
Understanding Your Water Bill Bill Payment Options Developer Services
Water Quality
Whom do I
call with billing questions or problems?
top What do I do if there is a water emergency? top WaterOne is staffed 24 hours a day to handle water emergencies or any service related problem. If you experience any problems, please call Customer Service at (913) 895-1800. WaterOne may require a security deposit if an account establishes a history of late or returned payments. Why do you charge for water when it is free in the river? top There are major costs associated with building and maintaining a treatment plant capable of treating water to make it safe to drink and that meets or exceeds increasing EPA regulations for safe drinking water. WaterOne must also maintain an extensive distribution system that covers more than 260 square miles in order to deliver safe water to the taps of homes and businesses throughout Johnson County. How far in advance do I need to schedule water service on or off? top Normally one working day. If you require a change in water service, please call Customer Service at (913) 895-1800 to schedule a reading and update the account. Changes in service are made during regular working hours Monday through Friday except holidays. If you are moving into a building in which water has been turned off an appointment will be scheduled for you to meet one of our field representatives to insure that there are no leaks, or water has been left on by mistake. If you are unable to schedule the inspection WaterOne can provide a release form that relieves the WaterOne from liability for water damage resulting from water being turned on without inspection. WaterOne can make either AM or PM appointments using a 4 hour window. Appointments to have water service turned on or off can also be made online. Who makes the decisions at WaterOne? top A seven member Board elected governs WaterOne by residents within the WaterOne service boundaries. The Board sets policy for the utility. WaterOne's General Manager and Management staff handles day-to-day operations of the utility. Do I live in the WaterOne's service area? top WaterOne serves fifteen cities on a retail basis throughout Johnson County. Cities served include: Countryside, Fairway, Lake Quivira, Leawood, Lenexa, Merriam, Mission, Mission Hills, Mission Woods, Overland Park, Prairie Village, Roeland Park, Shawnee, Westwood, and Westwood Hills. See our Service Map here. WaterOne also serves a small number of customers in Olathe. The best way to find out for sure is to call Customer Service at 895-1800. Single Family Residential accounts are billed bimonthly, all other accounts are billed monthly. What is the service charge? top Water utilities typically charge a Service Charge to recover the cost of providing certain types of services. Since 1978 WaterOne has charged a Service Charge to recover costs directly related to serving the customer, and not impacted by how much water a customer uses. These include the cost of meter reading and billing; fire protection, and maintenance and replacement of the meter and other components of the service line between the main and the customer's property line. If these costs were not recovered through a Service Charge, they would have to be included in the water rates, resulting in higher rates. Does my bill include trash or sewers? top WaterOne's only business is to produce and deliver safe, potable drinking water. Why do water bill payments go to a Missouri P.O. Box? top Commerce Bank's lockbox facilities are located in downtown Kansas City,
Missouri and payments are mailed to their downtown post office address to
insure prompt delivery and posting. When do the summer rates go into effect? top WaterOne's Peak Management Rates are in effect all year long. My bill includes a Kansas Water Plan charge. What does this pay for? top Kansas Law requires water utilities to collect money for the Kansas Water Plan, based on each customer’s water usage. The Kansas Water Plan addresses the management, conservation, and development of the water resources within Kansas. The responsibilities of the Water Plan are far reaching, and include such things as ensuring the viability of public water supply systems, flood management, water pollution, and wetland protection. Detailed information can be obtained from the Kansas Water Office in Topeka by calling toll free 1-888-KAN-WATER. If I don't agree with my water bill, what can be done? top By calling Customer Service at 895-1800 you can speak with a Customer Representative who will be happy to review the bill with you. If a high bill is the result of a documented plumbing problem customers are sometimes eligible for an adjustment to their bill. Click here to see our payment options. Can I pay with a credit card? top Yes, WaterOne accepts VISA, Mastercard and Discover. Why is there a $2.50 charge to pay my water bill on-line or over the phone? top The $2.50 charge for debit/credit card and phone payments is a processing fee paid directly to Speedpay, the company that processes these types of payments. WaterOne does not retain any portion of this charge. If you would like the convenience of automatic water bill payment without a fee, we encourage you to consider enrolling in AQUAMATIC, WaterOne’s FREE automatic, direct payment service. How does WaterOne provide fire protection? top WaterOne works with local developers and fire districts to insure that customers within our service area have excellent fire protection. WaterOne's water supply, pressure, and hydrant maintenance programs have resulted in favorable fire insurance rates for its customers. Many customers are under the misconception that all fire protection related costs are paid for through taxes. It is true that such things as fire fighter salaries and other fire related operational costs are paid for through taxes; however, the infrastructure built into the water supply is not. Taxes do not pay for the water used for fighting fires and training fire-fighters, the maintenance of fire hydrants, or the sizing of mains and reservoirs required to insure adequate water is available in the event of a fire. It is WaterOne's objective to insure that water is available for fire protection when needed. Do you charge a connection fee? top Yes. WaterOne's System Development Charge (connection fee) is charged on new construction and is based upon the service's meter size. For specific information please call Distribution Water Quality and New Service Department at (913) 895-5728. How long must I pay a System Development Charge? top Customers in the former Kansas Water Company were charged a System Development (SDC) upon merging with WaterOne in 1990. As part of the merger agreement with the former Kansas Water Company, customers were charged an SDC based on their meter size. At the time of the merger the cost for a 5/8" meter was $800. Customers were given the option of paying the SDC off in a lump sum or over a 20-year period at 7% interest. Most customers have elected to pay over time. Where do we get our water? top WaterOne has three sources; the Missouri River, the Kansas River, and 21 wells. What is the hardness of WaterOne water? top Historically, the hardness of water produced by WaterOne has been approximately 140 milligrams per liter, which is considered to be moderately hard. Hardness in water is caused primarily by the presence of dissolved calcium and magnesium salts. WaterOne uses lime and soda ash to remove much of the hardness. What’s the temperature range of my water? top In the wintertime the water can be around 34oF and in the summertime the temperature can be around 85oF due to source water temperature changes. What is my water pressure? top Water pressure within WaterOne service territory varies between approximately 40 psi and 160 psi based upon the elevation of your location. Kansas Department of Health and Environment requires a minimum pressure of 20 psi. If your water pressure exceeds 80 psi, plumbing codes require a pressure reducing valve (PRV). If you would like to know your average pressure, please call (913) 895 - 1800. If you are experiencing high or low water pressure, please click here for more information. |