Frequently Asked Questions

1. If you have previously validated and connected your WaterOne account to your Usage Portal, and your billing zip code recently changed, contact WaterOne Customer Service at 913-895-1800.
2. Special characters in your profile name may cause errors (such as Jane&John Smith). Try removing special characters from your profile name and try to re-validate after the change has been made.
3. If your account has been closed, account data will no longer be available in the dashboard after 45 days.

1. In the Usage Portal login screen, click the "Forgotten Your Password?" link. You will receive an email with a link to reset your password.
2. Six or more unsuccessful attempts to log in will temporarily lock your account. If you haven't received a "Reset Password" email, you may be locked out. Wait 30 minutes and then try using the "Forgotten Your Password?" link again.

1. If you didn't get an email with an activation link, check your spam, junk, or "other" folders. The email will be from "donotreply@waterone.org", and the subject line will say Signup | Verification.
2. Check that you've used your correct email to set up your account. You can check by trying to register again with your email address - if you get a message that says that email address has already been registered, this means you have used the correct email.
3. To re-send an activation email, go to the Usage & Alerts login screen and click the "Forgotten Your Password?" link.
4. If the previous steps haven't worked, contact WaterOne Customer Service at 913-895-1800.

1. If you are using a mobile device, view the page using landscape mode or switch to desktop mode to make sure you are seeing all the options and graphs on the page.
2. Try using a different web browser to access the Usage Portal.
3. Check that you are using the correct Customer ID (Business Partner) number and billing zip code.
4. Special characters in your profile name may cause errors (such as Jane&John Smith). Try removing special characters from your profile name and try to re-validate after the change has been made.
5. If you are still having issues validating and connecting your WaterOne account to your Usage & Services dashboard, contact WaterOne Customer Service at 913-895-1800.

Personal information may include such information as your name, email address, mailing address, billing data and history, payment history, funding account information, account login and other information about you collected electronically, in person or by telephone.

• To establish and provide ongoing service
• To verify identity and protect against error or fraud
• To manage invoicing and accounting services

Employee access to personal information is limited to those who require access to perform their assigned duties. WaterOne enforces with its employees the responsibility to protect personal information.

Customers whose names appear on the account are permitted to access account information concerning them that is held by WaterOne and to have it corrected if possible. Customers are encouraged to provide WaterOne with any changes to their personal information to ensure that the personal information maintained by WaterOne is accurate and complete.

WaterOne reserves the right to deny access to account information to persons who are not listed on the account. Secondary names on the account can only be added by the account holder.

WaterOne chose to partner with HomeServe because we wanted to educate customers about their responsibility for service lines and provide them with a low-cost warranty option.

It was also an opportunity to take some control over the aggressive marketing tactics this industry has a track record of using. By partnering with HomeServe, WaterOne has negotiated the best deal for our customers and has approval rights over all HomeServe marketing materials in our service area.

WaterOne selected HomeServe after a competitive Request For Proposal (RFP) process which closely considered the terms of service, cost, and references of HomeServe and its competitors.

HomeServe offered the lowest price, covered landscape replacement, vetted qualified local contractors, and had good references. It has an "A" rating with the Better Business Bureau with over 1,000,000 customers nationally and so far over 20,000 customers locally.

HomeServe's water line coverage costs $3.99/month for the first year, and is $6.49/month upon annual renewal. WaterOne chose to accept a 6% commission from each water line policy sold. That percentage comes out of HomeServe's share; it is not an expense passed along to our customers. However, that money goes back to benefit all of WaterOne's customers. As a non-profit water utility, WaterOne is proud to put that money towards a good cause.

Part of the money we'll use to offset uncollected bad debts, which reduces rate pressure and benefits all customers. The rest, we pay it forward … We're proud to have a partnership with the Utility Assistance Program run by Johnson County Human Services. This well-regarded charitable program helps individuals and families in temporary need of assistance.

Furthermore, WaterOne's time and incidental costs in partnering with HomeServe are self-supporting; WaterOne ratepayers don't subsidize it.

HomeServe offers a full line of home warranty services. In courtesy to other public utility providers, WaterOne is partnered with HomeServe to only endorse its water line protection plan at this time. To find out more about HomeServe's other protection plans, visit the HomeServe Website.

No, WaterOne is exclusively partnered with HomeServe. There are several competing national companies that provide home warranty products. Before selecting a warranty partner, WaterOne evaluated and screened three major providers and felt that HomeServe was the best fit for us and our customers.

Customers are free to select any warranty provider they wish or none at all. We simply vouch for HomeServe and because of the relationship we have with them, we can offer our customers greater accountability and responsiveness should there be an issue with which we can help.

HomeServe's competitors have periodically continued to mail solicitations in this area using WaterOne's name, as they did prior to WaterOne's partnership with HomeServe. WaterOne is not affiliated with any other company. As with any optional service, we encourage you to consider all the information available and make the best choice for yourself.

Yes, WaterOne’s water quality goes above and beyond all regulatory standards, winning awards for taste and quality. Water hardness is considered an aesthetic issue.

Your tap is perfectly safe without one. If you have an internal problem with your plumbing, you may want to consider a filter or treatment system.

It's a personal choice. Since the EPA requires a certain degree of what we consider "hardness," you may notice some benefits of an softener, including using a lesser amount of soap and detergents and less spotting on hard surfaces. They can also leave your skin feeling softer, retaining more moisture.

The trade-off is that your home plumbing is more susceptible to corrosion, accelerating its wear and increasing the possibility that heavy metals will leach into your water. Remember, never ever use warm or hot water in the preparation of foods or beverages for consumption.

A water softener can also increase your sodium intake. Softeners transform calcium and magnesium hardness into soft salts like sodium.

Are you installing a water softener and need to input a "Water Hardness Number?" To calculate this number, divide our most recent value for total hardness (ppm) by 17.1 to convert to grains per gallon (GPG). WaterOne's most recent total hardness average can be found in our annual water quality reports.

Carbon filtration at the incoming water supply will remove the beneficial levels of chlorine from the water, resulting in elevated amounts of bacteria growing in the internal plumbing system.

In most cases of calcium build-up, the hot water tank has been set at a higher than normal setting. High efficiency devices (i.e. tankless hot water heaters and re-circulating hot water systems) can also cause build-up in plumbing systems.

Yes. WaterOne meets and exceeds all state and federal standards for pure drinking water. Although our advanced technology is able to detect more substances at lower levels than ever before, the leading research has shown no health effects from prescription and endocrine disrupting compounds in drinking water. Research continues as the water community remains committed to protecting public safety.

Although research has not demonstrated human health effects from these compounds, it reminds us of how precious our source waters are and the need to protect them. The best, most cost-effective way to ensure water safety is to keep our source waters clean. As a common sense precaution, the Office of National Drug Control Policy discourages flushing prescriptions down the toilet unless there's information enclosed with it specifically saying it's safe to do so.

Many cities periodically offer Prescription Drug Take-Back events, no questions asked. Store prescriptions in a secure place, clearly labeled and watch for upcoming drop-offs in your city or nearby. Whenever possible, we feature drop-off event information on our Facebook and Twitter.

A number of bottled water companies use tap water as their source because it's a great-tasting, economical, reliable source. However, bottled water is not currently as closely regulated or tested as tap water. Bottled water is regulated through the Food and Drug Administration; it's considered a food product. Water utilities are required to publish information on their water quality; bottled water companies are not.

Yes! Our WaterOne Quench Buggy comes with a chiller, providing fresh cool water.

Yes, and on-site electricity is preferred.

No! It is free of charge for events that are free and open to the public.

Contact us for options for having the Quench Buggy at your event.

Yes, water inside the Quench Buggy is directly from WaterOne filtration and meets or surpasses all regulatory quality standards. The Quench Buggy also comes with its own UV filter to further ensure water quality on-site.

Yes. A trained WaterOne outreach ambassador will accompany the Quench Buggy during the event.

Yes, WaterOne will provide small 7 ounce compostable cups for the event.

Depending on the size of the event, as well as the availability of our bottles, we can bring a limited supply of "I Love Tap" water bottles upon request.

Please keep in mind that reasonable fees, not exceeding actual cost, may be charged for access to records, copies of records, and staff time for processing your request. You may be required to show proof of identity, if requested, in order to pick up these requested records.

Many records maintained by public entities are open for inspection and/or copying by individuals. Examples include regulations, board policies, minutes/records of Board meetings, and budget documents.

The Kansas Open Records Act recognizes that some records contain information which is private in nature. For this reason, the Act lists a number of exceptions. Records which are closed for this reason may include:

• Personnel information of public employees
• Medical treatment records
• Records which are protected by the attorney-client privilege or the rules of evidence
• Records containing personal information required for Census purposes
• Notes and preliminary drafts
• Criminal investigation records
• Proprietary business information
• Records related to security measures
• Several other specific records

Although every attempt will be made to provide the information requested, it is not always possible to fulfill the request. There are a number of reasons that a request may be denied:

• The specific record that was requested does not exist.
• The request was unclear and should be resubmitted with more detail.
• The record that was requested is closed to protect an important privacy interest (see list of exceptions).

In nature, ozone occurs during thunderstorms, when electricity causes oxygen molecules to become excited and bind together. WaterOne will be using the same process to produce ozone for use in its water treatment. Drinking water that has been treated with ozone is completely safe. The only chemical by-product of ozone is oxygen, which dissipates on its own during the treatment process.

Ozone is produced on-site for water treatment using ozone generators, which use high voltage electricity to excite oxygen (O2) into becoming ozone (O3). After generation, the ozone is introduced into a pipeline contactor. During its time in the pipeline, the ozone works to destroy viruses and bacteria while breaking down taste and odor compounds. The ozone-treated water then continues through the remaining steps of the treatment process.

Besides being an improved treatment method for substances in the source water like bacteria, viruses, pharmaceuticals, and taste and odor compounds, the ozone treatment process is more efficient and cost-effective. Conventional water treatment methods rely on costly chemical additives, and WaterOne gets better value from ratepayer dollars by replacing these methods with ozone water treatment.

WaterOne's top priority is to protect the health and safety of our customers using the best resources available. As water treatment technology becomes more innovative, regulations for drinking water quality can also get more restrictive, and ozone water treatment will allow WaterOne to proactively meet future drinking water regulations. The plant will also allow WaterOne to operate more efficiently and cost-effectively, and is projected to pay for itself within 20 years due to reduced operating expenses.

Ozone water treatment methods were developed throughout the 20th century, and ozone is now widely used to treat water in the US and internationally. Several ozone treatment facilities are currently in operation in Kansas, although the facility at WaterOne will be the largest in the state.

Ozone is more effective at treating taste and odor compounds in our source water. While WaterOne's tap water is completely safe, seasonal conditions in the Kansas and Missouri river can sometimes cause variances in the taste of the water. Ozone treatment will help WaterOne deliver delicious, consistent-tasting tap water all year long.

No rate increase is required because of this project. WaterOne maintains a planning horizon of 40 years, and major infrastructure projects are carefully funded according to long-term budget planning in order to avoid reactive rate increases. The construction of ozone treatment facilities is projected to pay for itself within 20 years due to cost savings as a result of a more-efficient water treatment process.

Yes, WaterOne's priority is to get your property back to normal as soon as possible. This includes repairing the affected landscape and pavement.

WaterOne uses local contractors to perform the needed repairs on WaterOne's behalf. Once they receive the work request, the contractor manages the timeline and performs the work.

WaterOne’s pavement repair contractor restores damaged hardscapes including driveways, sidewalks, curbs, and streets, and its landscaping contractor restores yards, irrigation systems and decorative landscaping.

Yes. Although it might appear concerning that hoses are left out of the ground, this is a reminder to our contractors that an irrigation system has been damaged and shows them where repairs are required. Our contractors are capable of repairing irrigation systems, but property owners may have their own landscaping company complete irrigation system repairs if they prefer. Please reach out to WaterOne’s Restoration Coordinator for more information.

Repairs can be subject to external factors, such as weather (both seasonal weather and day-to-day forecasts), crew availability, and coordination with your city of residence. These factors may affect the time it takes for WaterOne to restore your property, but it’s our priority to get complete restorations properly as soon as we can. Here’s more information on how weather can impact restoration:

• Concrete: Concrete work is generally dependent on day-to-day weather constraints like rain, snow and temperature. This portion of the work must be completed before any asphalt or landscaping work takes place.
• Asphalt: Minimum temperatures are required in order to complete asphalt work. These can vary depending on other conditions, but temperatures of at least 50 ° F is recommended when laying asphalt.
• Landscape: Season and weather are the biggest factors for successfully establishing restored landscape. Cities in our service area have different seasonal requirements for when WaterOne is allowed to restore landscaping. WaterOne is allowed to lay seed or sod in most cities from March 1st through June 1^st, and September 1st through November 1st. Throughout the winter, WaterOne can restore with dormant seed from November through February. Day-to-day weather forecasts also impact when landscape restoration can be scheduled. To establish new seed or sod, WaterOne’s contractors will water as needed for 14 days after restoration. After this, it will once again become the responsibility of the property owner.

WaterOne will first ensure all pavement repairs are completed, and then submit the work to the landscaping contractor for scheduling and completion. The contractors are responsible for timely completion within the constraints set forth by WaterOne, as weather conditions allow.

Meter pit sinking can occur after restoration work has been completed, as a result of the ground settling due to moisture or other conditions. If you notice this occurring, please reach out to the Restoration Coordinator.  

All underground infrastructure is naturally subject to stress due to shifting soils or other factors, and WaterOne does not have control over unforeseen damage throughout our system. Although WaterOne applies significant efforts and resources to proactively maintain the water system, there is always a possibility that additional repairs may be needed down the road. 

The public right-of-way is a portion of property legally dedicated to the city for public infrastructure, such as roadways, storm sewers, sidewalks and streetlights. The state also allows utility providers to use the public right of way for their infrastructure.

Utility easements are areas of a property dedicated for utility companies to deliver services like electricity, gas, water, sanitary sewer, telephone, internet and cable. The land belongs to the homeowner, but utilities can access easements to perform routine maintenance, construct improvement projects and repair utility lines during emergencies.

Utility companies try to limit damage to encroaching items during construction, but they are not required to replace, pay damages, or reinstall items that impede construction. Encroachment into an easement or right of way, even if approved, is at the property owner’s sole risk.

The Service Line Lookup tool is a map of the material status of all recorded service lines in WaterOne’s service area. The United States Environmental Protection Agency has asked us to share this information with you as part of its Lead & Copper Rule Revisions.

For many properties, the material of a service line can be accurately determined from different data sources. WaterOne’s Service Line Lookup tool has been developed based on historical construction records, age of development, physical inspections, and more.

Each property has an overall status for the entire service line. It also separately lists the material status for the utility-owned section and the customer’s privately-owned section. Learn more at WaterOne.org/ServiceLines.

Non-lead: WaterOne has determined based on its records that the service line is made from a common, safe plumbing material such as copper or plastic.

Unknown: WaterOne does not currently have records that indicate what material the service line is made from.

Galvanized Requiring Replacement:  Galvanized pipes in good working condition are considered safe for drinking water. However, the EPA advises that galvanized plumbing should be replaced if there’s any possibility it was ever connected to plumbing containing lead. This is because galvanized metal can attract and store lead particles released by any lead plumbing upstream, which can be a potential risk of lead exposure. Out of an abundance of caution, galvanized service lines are classified by the EPA as “Galvanized Requiring Replacement" if there aren’t records showing there were never lead components connected to the service line.

WaterOne has no record of lead utility service lines being used in our distribution system, and lead was not commonly used for private service lines in our region. If WaterOne has records showing that a property has a lead service line, we’re required to let the customer know. 

Just because a line material is listed as unknown doesn't mean that the line is unsafe. It simply means that WaterOne does not have records that indicate what material it is made from.

WaterOne is committed to protecting public health, and we look out for your safety in many ways. Our treated water is lead-free when it reaches your property, and we use water treatment methods that prevent water from picking up impurities from private plumbing. Learn more about lead in plumbing

Just because a line material is listed as Galvanized Requiring Replacement doesn't mean the line is unsafe. It simply means that records do not exist that indicate the original material of the upstream line that the galvanized line is connected to. As a precaution, the EPA classifies all lines meeting this criteria as "Galvanized Requiring Replacement". This does not require action or obligation on your part. It’s only a requirement to mark it as such in the records we are keeping on behalf of our service area.

Because galvanized metal can attract and store lead particles released by any lead plumbing upstream, the US EPA advises that galvanized plumbing should be replaced if there’s any possibility it was ever connected to plumbing containing lead. Lead was not a commonly-used material in our region, and WaterOne protects you from lead exposure in many ways.

WaterOne is still processing historical construction records, and we may not have gotten to yours yet. Data in the Service Line Lookup Tool is updated on an ongoing basis based on records research, site verification, and other methods. Customers may also contact WaterOne Customer Service to request expedited verification of their property’s service line records.

Customers who are concerned about their risk of lead exposure relating to private galvanized steel service lines are encouraged by the EPA to consider contacting a licensed plumber to check the line and advise on replacement.

WaterOne is working behind the scenes to verify every service line in our service area, and we’ll be updating these records on an ongoing basis. If you’d like to learn more about service line materials and see how to check your line yourself, visit WaterOne.org/ServiceLines. 

WaterOne is here as a resource to help customers better understand their private plumbing. The customer-owned section of the service line is private property, and is the responsibility of the customer to replace, repair, or maintain. Learn more at WaterOne.org/ServiceLines, or visit WaterOne.org/HomeServe for information about optional insurance coverage for service line damage and repairs. 

We want to ensure that you are informed and safeguarded from any possible risk of lead exposure in private plumbing. As part of the EPA’s Lead & Copper Rule, we’re contacting customers directly if their service line status is unknown or requires any other notification. These letters provide information to customers about their service line status as well as steps that can be taken to reduce any potential exposure to lead. Impacted customers will receive these notices annually and upon signup for new service.

If you’d like to get in touch with us about your service line records, don’t hesitate to reach out. Send us a message online

As part of a recently updated EPA rule, water providers must partner with elementary schools and childcare providers in their service area to collect and test a specified number of water samples for lead. The requirements apply to all elementary school and childcare providers operating in facilities built before 2014. Facilities that meet this criteria must only be sampled once within a five-year period. 

If your facility has already been sampled by WaterOne or has completed other qualifying lead testing, no further testing is required.

If your facility is scheduled for upcoming sampling, WaterOne will contact you or your management team directly. WaterOne is scheduling sampling from 2025 through 2029 for all elementary schools and childcare providers in our service area.

No advance action is required on your part. When your facility is scheduled for sampling, WaterOne will coordinate directly with your principal, district superintendent, facility director, or management team. WaterOne’s lab will provide detailed instructions and a sample collection kit, and help you identify faucets and fixtures to collect water samples from. 

WaterOne's water is lead free when it leaves the public distribution system and enters your building. The risk of lead exposure comes from plumbing. If present, lead in private plumbing materials such as pipes, solder, fittings, or fixtures can leach into drinking water under certain conditions. Our water treatment carefully controls mineral content, pH and alkalinity to help prevent water from picking up impurities in private plumbing. 

Each building is different, but the age of your facility matters. Older buildings with original plumbing or fixtures may be more likely to contain lead components. The amount of lead allowable in plumbing components was limited in 1986, and was further restricted in 2014. Lead is not a concern in buildings built after 2014. Learn more about lead in plumbing

After water samples from your building are tested for lead, your results will be provided by letter. If necessary, a WaterOne laboratory professional will be in contact to help you understand your results.  

Sampling data is reported annually to state and local health departments. WaterOne is also required to deliver education materials about the risk and health effects of lead annually to schools and childcare providers. 

WaterOne is here to provide data and information about your facility's internal water quality, but we are not a regulatory authority. It is up to the school or childcare provider to share test results with their community and make decisions about plumbing maintenance or remediation.

WaterOne is currently wholesaling water to Spring Hill, but customers are not set up in our system. Spring Hill customers will be charged at WaterOne’s rate once the full switch is made around January 20th, 2026.

Until the full merger date, call Spring Hill with any billing and water quality questions. After the merger date, call WaterOne Customer Service at 913-895-1800 (Monday – Friday 8a-5p)

We’re planning to merge at the end of January 2026.

March for residential customers and February for commercial customers.

Bi-monthly for residential customers. Monthly for commercial customers.

No, WaterOne provides drinking water only. Wastewater will be billed by Spring Hill.

Spring Hill reached out to WaterOne years ago to explore the possibility of a merger. With changing regulations and rising costs, it made sense to add Spring Hill to our service area to offer consistent water quality at lower rates. After many discussions, mapping, asset assessments, and more we agreed to merge in 2026.

Spring Hill customers may see a noticeable drop in their water bills. WaterOne’s rate is lower than your previous water provider’s. It will depend on water usage; however, most customers will see a reduction in costs.

WaterOne will be transferring all customer accounts from Spring Hill to our system. There will be no action for the customer to take to transfer your service.

We do have two online portals we’d love customers to sign up for in order to self serve with billing & payments, as well as monitor your water usage. 

• Usage & Services Portal
• Bills & Payment Portal

WaterOne will be at Spring Hill’s City Hall (date to be determined) to assist customers in setting up their portals.