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Water Services

Show All Answers

1. How do I get the water bill in my name?

Contact Customer Service at (651)266-6350 and they will assist you.

2. Where is my water meter, and how do I read it?

Your meter is located inside your house, about one foot off of your basement floor. It could also be in a crawl space, pit in the floor, or utility room. It is not outside. The water usually comes in from the street side of the house. The meter sits on a water pipe that comes through the floor. The head of the meter is about three inches in diameter. How to Read Your Water Meter

3. When do you open the Highland Park Water Tower to visitors?

The Highland Tower will be open from 9 a.m. to 5 p.m. on Saturday and Sunday, July 20-21, 2013.

It will be open again from 9 a.m. to 5 p.m. on Saturday and Sunday, on October 12-13, 2013.

Every year, the summer open house is held in conjunction with Highland Fest, usually the third weekend in July.

The second open house is timed to offer a view of the fall colors, traditionally the second weekend in October.

The Highland Tower is located at the intersection of Ford Parkway and Snelling Avenue in Saint Paul.
Tower Open House Video

4. How do I determine if I have a toilet leak?

Toilet leaks are leaks in which water from the tank seeps into the toilet bowl. From there, the water goes into the sewer.

If you can hear the toilet running or need to jiggle the handle to get it to stop running after you flush, you have a toilet leak.

Sometimes you cannot hear the leak, however. To determine if you have a leak, place a dye tablet or food coloring into the tank and do not flush the toilet for about a half an hour. If the dye coloring has seeped into the stool from the tank, the flapper is leaking and needs to be replaced. Local hardware stores carry new flappers, complete with installation instructions.
If you have more than one toilet, either do the dye test for all of them, or turn the toilets off one at a time, and do the overnight reading again. More information on finding toilet leaks

5. When my water first comes out of the tap, it looks cloudy, but then clears up. Should I be concerned?

The cloudy water is caused by tiny air bubbles in the water similar to the gas bubbles in carbonated soft drinks. After a while, the bubbles rise to the top and are gone. This type of cloudiness occurs most often in the winter, when the drinking water is cold.

6. How much should I expect my water bill to be per quarter?

A: Your water bill consists of water and sewer usage charges, which are measured by unit.( A unit is 100 cubic feet of water, or 748 gallons). Your bill also includes a water service base fee, (based on water meter size) and a ROW fee for Saint Paul property owners.

Depending on where you live, other service areas might also include city charges for storm water management or storm sewers, sanitary sewers, recycling, street lighting, water/hydrant charges, or other surcharges.

These charges are determined by each individual city council and questions about these rates can be addressed by the city in which you live. Their phone number appears on the back of your bill.

Please check your bill for information on water and sewer rates if you live in one of our other service areas.

Once a year, during the October - December billing periond, a fee of $6.36 is added. This fee goes to the Minnesota Department of Health to test public water supplies as mandated by the Federal Safe Drinking Water Act.

Explanation of water charges

7. What is typical water usage?

On average, one person uses 7-10 units of water and a family of four uses about 22 units per 91-day billing cycle. A unit is equal to 748 gallons.

8. Why am I being charged a $6.36 fee?

This is the Safe Drinking Water Act fee, which is added annually to your bill on October 1. Saint Paul Regional Water Services is directed by the State of Minnesota Department of Health to test all drinking water in the state, mandated as part of the Phase V of the EPA Safe Drinking Water Act.

9. Why is my bill so high?

Water bills are based on how much water is used. Watering the lawn or garden will increase usage, as will the addition of occupants in the home. A leak will also increase your water bill.
If you look at your line items, you will see that communities that we serve add their own charges specific to that city. Nearly all communities add sanitary sewer charges. Some add storm sewer charges, recycling fees, hydrant charges, or street lighting fees. These are determined by each city we serve. These costs are not related to water use, but other services your city provides.

10. I can't pay my entire bill. Will my water be shut off?

Not necessarily. We always work hard with our customers to avoid termination of water service. If you cannot pay your bill, or can only pay part of it, please call Customer Service at (651)266-6350, and request a credit arrangement for payment of your bill.

11. Can I make an appointment to get my water turned back on?

Water is reinstated between 8:00 am and 6:00 pm weekdays. For economy and efficiency, we turn on water services by area. Call Customer Service at (651)266-6350 to find out if we will be in your area in the morning or afternoon.

12. How do I find a leak?

Leaks are most often silent and go undetected until your water bill arrives. To find a leak, take an overnight reading of your water meter. Read the meter at night before you go to bed; don't use any water during the night. Turn off icemakers and humidifiers. Read the meter again the morning. If the meter has moved and you have not used any water there is a leak. The most common leak is from the toilet. Brochure on finding and detecting water leaks

13. The leak isn't from my toilet. How do I find out where it's coming from?

Check every plumbing fixture on the property, i.e., sink and tub faucets, outside sprinkler, washer, etc. Do not use any water. Shut off the valves that supply each fixture, one by one. Then check the water meter for movement. When closing a valve stops the indicator from moving or slows it down, you have found the location of a leak. It is possible to have more than one leak.

14. Are there are more pollutants in drinking water today than there were 25 years ago?

Not necessarily. Back then, we didn't have the technology to know everything that was in our drinking water. Today, sophisticated testing instruments enable us to know more about our water. Armed with this knowledge, the drinking water community is taking steps to keep our water safe by treating it appropriately and curbing the flow of pollution. Read a McClatchy Newspapers' article on Why Experts are Unfazed by Drugs in Drinking Water

15. What are the appointment hours for meter repairs?

Appointments can be made between 8:00 am and Noon or 1:00 pm and 3:00 pm weekdays, except holidays. Call the meter office at (651)266-6850 to make an appointment.

16. Do you have to come inside the house to turn the water on?

No. However, you must be home for us to turn on the water to prevent flooding or damage that could be caused by open faucets, etc. We will knock on the front door and you must answer, or the water will not be turned on.

Exception: If the water has been off for more than 30 days, you will need to make an appointment with us so that we can enter the house to ensure that the meter is operational.

17. Why is there a sewer charge on my bill?

Most communities served by the water utility have contracted with us to include their sewer charges on the water bill. Each city charges different sewer rates. The back of your bill will outline the sewer rates for your area. Questions regarding specific rates can be answered by city staff or view our rates page. Water and Sewer Rates

18. How is the sewer charge calculated?

In most cases, sewer charges are based upon water usage. To calculate wastewater use, the utility uses your winter months average use (December - March). This is the best time to average water usage for customers' benefit because customers tend to use substantially less water in the winter. However, if a customer's current actual water use is less than the winter months average, the customer's sewer bill is based on the actual water use.

19. Why is my water off?

If your bill is past due and you have a tag on your door, your water has been shut off for non-payment. Your bill needs to be paid to restore service.

If your bill is current, there may be construction in the area, or an emergency that required that the water be shut off. Call Customer Service at (651)266-6350 to determine the problem and find out approximate service restoration time.

20. What if I only have cold water?

Saint Paul Regional Water Service only supplies water to your property. If you have water, but it will not get hot, it may be due to faulty hot water heater. You will need to contact a repair service to address this concern.

21. Can I pay my bill over the phone?

Yes, with Visa, MasterCard, Discover, or American Express credit cards. There is no charge for this service.

22. Can I make a credit arrangement to pay my bill?

Yes. Call Customer Service at (651)266-6350 and talk to a Customer Service Representative.

23. Can I have a payment automatically deducted from my checking or savings account or my credit card?

You can have the bill automatically deducted from your checking or savings account. A statement will be sent indicating how much you paid and the date a deduction was taken from your account. Please contact Customer Service to set up a direct pay plan. Call Customer Service at (651) 266-6350.

You can call in your payment to Customer Service over the phone using Visa, MasterCard, Discover, or American Express. We cannot deduct payments using a credit card automatically at this time.

24. Where can I pay my bill?

You can pay your bill with cash, check, credit card, or money order in person at McCarrons Center from 8:00 am to 4:30 pm, Monday through Friday.

You can also use the drop box in our parking lot anytime. Please do not drop cash in the box; checks or money orders are welcome. Drop box payments made after 12:00 noon will be processed the next day.

We accept Visa, MasterCard, Discover, and American Express credit/debit cards.
You can pay over the phone with a credit card at 651-266-6350 anytime. Just follow the phone prompts.

You can pay online anytime with your credit card at https://billpay.saintpaulwater.com/

Find out more about bill payment options

25. Where are you located?

Our office is located at McCarrons Center, 1900 Rice Street, Saint Paul, MN 55113-6810.
We have two public entrances. One is on the east side of Rice Street, between Larpenteur and Roselawn avenues. The other entrance is on Larpenteur Ave., one block east of Rice Street on Sylvan Street. From I-35E and Larpenteur Ave., go west on Larpentuer Ave. to the third set of stoplights at Sylvan Street and take a right. Map

26. What communities are served by SPRWS?

The city of Saint Paul and suburbs of Falcon Heights, Lauderdale, Lilydale, Maplewood, Mendota, Mendota Heights, and West Saint Paul receive retail services. These include water, infrastructure maintenance, and water billing. For Saint Paul, Falcon Heights, Lauderdale, Maplewood, and West Saint Paul, SPRWS includes sewer billing services.

We provide wholesale services directly to Little Canada and Roseville, and indirectly to Arden Hills, which purchases its water from Roseville. SPRWS delivers water to the borders of these suburbs, and the suburbs distribute and provide all other services to their customers.

27. Whom do I call if I live in a city to which SPRWS does not supply water?

Contact the city in which you live. Call the main City Hall phone number, and staff can direct you to the appropriate department.

28. If I have a water emergency, whom do I call?

Call our dispatch office at (651)266-6868. The line is answered 24 hours a day.

29. What do I do if water is leaking near the water meter or if water is coming out of the ground in my yard or in the street?

Call our dispatch office at (651)266-6868. The line is answered 24 hours a day.

30. I just bought a house and I already have an outstanding water bill. I did not use this water. Do I have to pay for it?

A water bill is considered a lien against the property. Your real estate agent and/or title company should inform you of any outstanding water bills during the purchasing process, or you can call us for that information.
When you or the previous owner calls us to change the ownership information on our records, we should be supplied with the water meter reading on the date of closing and a forwarding address for the previous homeowner. A final bill will then be forwarded to that person. If you don't know the address, contact your real estate agent for that information. The agent can also work with the previous owner's agent to take care of the outstanding bill.

If these remedies do not work, the bill must be paid by current homeowner.

31. Does SPRWS make a profit?

No. We are a not-for-profit city of Saint Paul department governed by the Board of Water Commissioners. The utility's budget is completely funded through the rates charged for retail and wholesale water and services provided to customers. Rates are based on the cost of providing the services.
SPRWS does not receive any tax revenues.

32. How many steps are in the Highland Water Tower?

Built in 1928, it has 151 steps and is 127 feet tall.

33. Is the Highland Water Tower still being used?

Yes. The 200,000 gallon water tower is still used along with the nearby 1.0 and 1.5 million gallon water tanks.

34. What can I do to improve water pressure?

If a recent loss of water pressure has occurred at all the faucets in the building, make sure the meter valves next to the water meter are open. If the meter valves are open and the recent loss of water pressure persists, call the 24- hour emergency number at (651)266-6868.

If low water pressure has a been a long-term problem and there are no apparent water leaks, some or all of these items may cause poor water pressure:

1. Meter valves and other valves not fully open.
2. Clogged screens on faucets.
3. Old and corroded galvanized iron water piping inside the home.
4. Corroded connections between galvanized iron and copper pipe.
5. Undersized water service.

You may need to contact a plumber for professional advice if the problem stems from with in the home. Maintenance on all water piping on private property is the responsibility of the property owner. SPRWS advises home owners to seek advice and obtain bids from at least three licensed plumbers that are familiar with low-water pressure problems.

35. Who is responsible for maintenance of meter valves and the water service?

The property owner is responsible for all water piping on their private property. This includes all the water piping inside the building and the underground water service to the property line. SPRWS is responsible for the meter and the couplings that attach the meter to your pipes; if the meter is not working properly, call meter operations at (651)266-6850.

36. Where does your water come from?

We draw a large percentage of our water from the Mississippi River, which we pump through a chain of lakes, including Charles, Pleasant, Sucker, and Vadnais before it reaches our treatment plant. Ground water from several deep wells provides a small percentage of our water supply.

37. What causes occasional taste and odor changes in the water?

All water has its own unique taste and odor characteristics. SPRWS, like many other water suppliers, occasionally experiences taste and odor changes. Taste and odor issues from Saint Paul water stem from algae growing in the source water lakes. In the summer and early fall, algae in the supply lakes occasionally give water an earthy or fishy taste and odor. Temperature change and excessive rain also can alter taste. These changes do not affect the safety of the water.

38. What are you doing to address taste and odor issues?

The utility installed granular activated carbon filters, much like a home filter on a large scale. The addition of these filters reduced taste and odor complaints by 92 percent from 2006 to 2007.

In addition, SPRWS has restored wetlands, which act as natural filters, around Vadnais Lake. Aeration systems have been installed in Vadnais and Pleasant lakes in an effort to increase oxygen levels and control the nutrients which fuel algae growth at the source. The utility is boosting its ability to pump well water that can be used to dilute the water coming primarily from the Mississippi River when taste and odor problems arise.

Pioneer Press article on better taste and smell

39. What is done to ensure the water is safe to drink?

SPRWS complies with the standards for drinking water as prescribed by the U.S. Environmental Protection Agency's Safe Drinking Water Act and the Minnesota Department of Health. The Department of Health and the utility monitor the water at prescribed, mandatory intervals.

Since 1999, all water utilities have been required to prepare an annual water quality report that outlines water sources, substances detected in the water in the previous year and at what levels, along with helpful information. Contact Customer Service at (651)266-6350 to request a copy or you can view the report. Water Quality Report

40. What chemicals are added to the water supply?

In the source water reservoirs and prior to treatment plant, ferric chloride is added to aid in the control of phosphorus. At the treatment plant, chemicals added consist of alum for coagulation, lime for softening, ferric chloride for improved settling, fluoride for dental hygiene, carbon dioxide for pH stabilization, chlorine and ammonia for disinfection, and tin chloride and sodium hydroxide for corrosion control.

41. Is the fluoride and chlorine in my drinking water safe?

Yes. When added to water or naturally present in the correct amounts fluoride in drinking water has greatly improved the dental health of American consumers. Many tests have shown that the amount of chlorine found in treated water is safe to drink, although some people object to the taste.

NOTE: even in the correct amounts, fluoride or the disinfectant chlorine in drinking water makes the water unsuitable for use in kidney dialysis machines or aquariums.

42. Can I tell if my drinking water is safe just by looking at it, smelling it, or tasting it?

No. None of the harmful chemicals or harmful microbes that might be in drinking water can be seen, tasted, or smelled. The utility tests for a variety of substances, including microbes and chemicals, and treats the water accordingly to ensure that it meets drinking water standards set by the Environmental Protection Agency.

On the other hand, the water might have a fishy or earthy smell due to algae growth in water sources, yet be completely safe to drink. Some times a slight chlorine scent can be detected as result of chlorine being used as a disinfectant in the treatment process. Generally, chemicals that cause a taste in drinking water will not make you ill.

43. What causes the rusty color in my water?

Flushing fire hydrants and water main repairs can disturb sediments in water mains resulting in red or brown colored water. If this is the case, turn on the cold water for a few minutes to flush any sediment out of your pipes. While red or discolored water is not a health concern, it can stain laundry.

44. What uses the most water in my house?

In an average home, flushing the toilet is the largest single use of water. Without counting lawn watering, typical percentages of water use for a family of four are:

Toilet flushing: 40 percent
Bath and Shower: 32 percent
Laundry: 14 percent
Dishwashing: 6 percent
Cooking and drinking: 5 percent
Bathroom sink: 3 percent

45. How hard is our water?

SPRWS water averages 5.3 grains of hardness per gallon. Dissolved minerals make water hard. As the amount of minerals in the water increases, the water becomes harder.

Two common minerals found dissolved in drinking water are calcium carbonate and magnesium carbonate. Total hardness is defined as the sum of the calcium and magnesium concentrations, expressed as calcium carbonate (CaCO3), in milligrams per liter.

The average hardness of the raw water coming in to the plant is 189 mg/L or about 10.8 grains per gallon. However, we treat our water with lime to reduce water hardness, so the water leaving the plant averages 93 mg/L or 5.3 grains per gallon. Our water hardness levels are posted every month as part of the laboratory's physical and chemical analysis of SPRWS water. The most recent monthly water analysis

46. How does lead get into household water?

Usually, lead gets into your water after it leaves your local treatment plant. The most likely sources of lead in your household water are lead pipes, lead solder, or brass fixtures in your plumbing.

Lead water services were installed in Saint Paul homes built before 1926 and in some homes built during World War ll. Read more about lead and household water

47. What can I do to reduce the lead in my water?

First, let it run. Don't drink or cook with water that has collected in your plumbing for more than six hours-overnight, for example, or while you are at work. You can clear the water out of your pipes by letting it run from a cold water faucet for three to five minutes. Run the water before you take drinking water from any faucet in the house.

Second, don't use hot water directly from the faucet for cooking or drinking because hot water dissolves lead more quickly than cold water. It is especially important not to use hot tap water for making baby formula. More on lead and household water

48. Do I need a plumbing permit?

For detailed information on when a plumbing permit is required by the water utility and how to obtain one, please call our Permit Office at (651) 266-6270.

49. How do I find out if my water service connection is lead?

If your house was built before 1926 or during World War II, you might have a lead water service leading to your home from the street. To determine if this is lead, have someone familiar with plumbing materials look at the water pipe on the street side of your water meter.

If you have questions, call the SPRWS Engineering Department at (651)266-6270 between 8:00 am and 4:30 pm, weekdays.

50. If my pipes are lead, do I have to replace them?

No. You are not required by any city of Saint Paul code to replace lead pipes. If you are concerned about lead levels in your drinking water stemming from lead pipes, you can have your water tested. If you determine you want to replace the pipes, it is entirely your decision.

Exception: If the pipe is leaking, it must be replaced; it cannot be repaired.

SPRWS is working to replace street portions of the lead service connections in the city of Saint Paul. By coordinating work efforts with Public Works maintenance projects, this can be done systematically and cost effectively. Call our Engineering Department for more information at (651)266-6270.

51. Will you replace the lead pipe if I have a lead service connection?

The service connection from the water main in the street up to your property line will be replaced by SPRWS at no cost. All piping from the property line into the house is the responsibility of the homeowner. You will need to hire a licensed plumbing contractor to perform all the necessary work on your property.

Call our Engineering Department for more information at (651)266-6270.