Category Archives: Billing

Filling, Refilling, or Draining a Swimming Pool         

Need to fill a pool in Charlotte, Cornelius, Davidson, Huntersville, Matthews, Mint Hill, or Pineville? You have options…

Option 1:

Call swimming pool installation or pool supply companies to get referrals of companies who fill swimming pools. Search online for ‘swimming pool water charlotte,’ or check yellow pages under ‘swimming pools’ or ‘street cleaners.’ Consider getting more than one price estimate. If a contractor has to haul the water, it could cost a lot so make sure they explain all costs.

Option 2:

Fill from outside spigot using an existing water service.

Check past bills to calculate typical water use and how much it would cost to fill or refill the pool.

If it is an empty pool, consider filling it up halfway on one 30 day bill cycle and then fill the last half during the next billing cycle. Sewer charges apply up to 16 Ccf.

*1 Ccf = 100 cubic feet or 748 gallons of water

Option 3:

Rent a hydrant for two days if;

•            hydrant is in good working order.

•            hydrant is on your side of the street and wouldn’t restrict access to neighbor’s driveway.

•            you need at least of 15,000 gallons or 20 Ccfs.

Service requires a charge for a technician to connect water quality protection equipment and activate hydrant for rental and turn off after two days. Additionally, water consumption will be billed at the current commercial (non-residential) water rate.

Customer is required to rent or purchase an approved hose, from an independent supplier, to connect to the hydrant.

Please call (704) 400-2844 for additional information.

Option 4:

Apply for a separate water meter installed just for filling a swimming pool. View application and fees. Swimming pool meter charges start at tier 3 rate depending on amount of water used during monthly billing cycle.

How do i drain a pool?

Drain to Yard or Landscaped Area

A good option is to drain water to your yard or landscaped area if and only if you:

  • Do not cause flooding or other nuisance conditions on adjacent properties (notify your neighbors first).
  • Drain at a rate slow enough to not cause erosion.
  • Drain at a rate slow enough and to an area that allows the water to percolate into the ground and not discharge into the storm drain system, ditch or creek. This may be difficult to do because most properties are designed to drain off site. If discharge into a storm drain or water conveyance may occur, then you must follow the practices listed under “Drain to Storm Drain System”.

Drain to Storm Drain System

  • You may drain water from your pool or spa into a storm drain, ditch or creek if and only if you:
  • Dechlorinate the water below 0.1 milligrams per liter by allowing it to sit for one week without adding chlorine or by using a chemical dechlorination additive. Test the chlorine level with a pool testing kit before discharging.
  • Do not add other chemicals for at least one week before draining.
  • Ensure the pH of the water is between 6 and 9.
  • Remove or strain out algae and debris.
  • Discharge at a rate slow enough to not cause erosion.
  • Saltwater pools and spas may never be discharged to the storm drain system because of high chloride levels. You must choose another draining method if you have a saltwater pool or spa.

Drain to Sanitary Sewer System

  • You may drain water to the sanitary sewer system as a last resort if and only if you:
  • Contact Charlotte Water – System Protection to obtain authorization at 704-336-4407.
  • Follow all requirements provided by the person you talk to at Charlotte Water.
  • Do not discharge filter backwash to the storm drain system, but rather to a landscaped area or sanitary sewer. Some pool filters have a direct connection to the sewer system.
  • Dispose of filter material and collected debris in the trash.
  • Rinse filters over your lawn or landscaped area.

Outdoor Water Conservation: Smart Irrigation & Other Useful Tips

One sprinkler running for 10 minutes can use up to 170 gallons. Think about how many sprinkler heads you have, how long they run for and how many days/week they run? It’s not hard to imagine a scenario where you are using almost 40 ccfs (30,000 gallons) per month.

Our pricing structure is designed to encourage conservation. The more gallons you use the more a gallon costs.

Customers call requesting that we inspect the meter for inaccuracies but most of the time, it’s a leak or irrigation. That doesn’t mean that equipment problems don’t occur though so,  if you don’t think its a leak or your irrigation system causing the high bill, call 311 so Charlotte Water can investigate.

Smart Irrigation:

Smart irrigation technology uses weather data and soil moisture data to determine the irrigation needs of a landscape. These generally include the use of sensors and controllers to effectively manage your landscape irrigation.

You can incorporate smart irrigation technology with best practices below. However, you can always incorporate these ideas of efficient irrigation with a current system you already have.

  1. Seasons change, so should your system. Familiarize yourself with the settings on your irrigation controller and adjust the watering schedule regularly to conform with seasonal weather conditions.
  2. Evaporation is highest in the afternoon. Avoid irrigating between noon and 6 pm.
  3. Play “zone” defense. Schedule each individual zone in your irrigation system to account for the type of sprinkler, sun or shade exposure, and the soil type for the specific area. The same watering schedule rarely applies to all zones in the system. Make it a date.
  4. Inspect your irrigation system monthly. Check for leaks, broken or clogged heads, and other problems, or engage an irrigation professional to regularly check your system. Clean micro-irrigation filters as needed.
  5. Get your head adjusted. Correct obstructions in sprinkler heads that prevent sprinklers from distributing water evenly. Keep water off pavement and structures.

Other Outdoor Water Conservation Tips

  1. Water your lawn slowly. It is difficult to get water to soak into the soil in Charlotte. If you notice water running off the lawn or pooling, stop the sprinkler and give the soil time to absorb the water.
  2. Be mindful of how much water you are using for your lawn. Lawns only need one inch of water, including rain, a week.
  3. Consistently remove water-hogging weeds.
  4. Mulch to retain moisture. Mulch around trees, shrubs, and flowers to help the soil retain moisture and prevent weeds.
  5. Wash Fido outdoors in an area of lawn that needs to be watered. You’ll have a clean dog and a watered lawn. Be mindful of the dog shampoo you use, because the soap will soak into your lawn with the water.
  6. Plant more trees! And then more trees. Eventually you’ll have less lawn. Turfgrass is not native to Charlotte. Which means it needs water, usually more than provided by Mother Nature. Converting lawn to native trees and shrubs cuts back the need for outdoor watering substantially. And don’t forget the mulch!
  7. Leave lower branches on trees and shrubs and allow leaf litter to accumulate on the soil. This keeps the soil cooler and reduces evaporation.

Useful Links

Additional Pre-Covid Billing Operations to Resume in January 2023

With the new year, there are a few notable changes coming to Charlotte Water (CLTWater). CLTWater has slowly been returning to pre-Covid billing operations, and some of these processes have already been implemented. Beginning January 2023, customers can expect disconnection and reconnection fees ($17 each) to resume.  Also in January, late fees, which are 1.5% of past-due charges, will begin and will appear on February bills.

Charlotte Water continues to look for ways to help customers who need help with their water bills get connected to resources. At the beginning of the pandemic, CLTWater policies were temporarily changed or suspended.  As financial aid programs, CARES Act funding and City grants became available, CLTWater worked closely with community partners like Mecklenburg County Department of Social Services (DSS), Housing and Neighborhood Services, and local non-profits community groups such as DreamKey Partners, Crisis Assistance Ministries and Commonwealth Charlotte, to connect thousands of customers with financial aid assistance.

One such financial assistance program was the Low-Income Household Water Assistance Program (LIHWAP). This federal program was designed specifically for customers who were in danger of having their water service disconnected due to outstanding balances. To better help residents, CLTWater and DSS met regularly and worked intensely to streamline the process of receiving federal funding and distributing the aid directly to customer accounts who qualified. CLTWater was the only utility in the state to auto-match customers with LIHWAP financial assistance.

By implementing this process, and because of the successful partnership with DSS, thousands of Charlotte-Mecklenburg area residents received financial assistance. In just the first round of funding, CLTWater and DSS allocated more than $1.3 million to CLTWater customers, approximately 19% of all LIHWAP funds distributed statewide. The number of outstanding or delinquent CLTWater accounts at risk of disconnection dropped by the thousands, and more federal funding is expected.

Today, CLTWater and DSS representatives continue to meet weekly to keep the process running smoothing, discussing everything from how people are learning about different aid programs, how many accounts are in need of aid, and the best communication strategies to keep the public informed. By working with DSS, CLTWater customers that are in need of water bill assistance can also learn about other utility assistance and housing assistance programs offered by DSS, such as Low Income Energy Assistance Program.

As CLTWater slowly moves back to normal operations, assistance is still available for customers in need of financial help during this time.  Visit CharlotteWater.org, or call 311, and get connected to a variety of resources. 

Utility Scam Awareness Day

Many electric, water, and natural gas customers throughout the country are being targeted by impostor utility scams each day. Scammers typically use phone, in-person, and online tactics to target customers. One of the most common types of utility scams involves customers receiving unsolicited telephone, electronic, or in-person communications from an individual claiming to be a utility company representative. The scammer warns that the customer’s electric, water, or natural gas service will be disconnected or shut off if the customer fails to make an immediate payment—typically using a reloadable prepaid debit card or other non-traceable form of payment. Scammers often use valid-looking phone numbers, graphics, uniforms, and other forms of fraudulent identification.

Common scam tactics include:
  • Threat to disconnect: Scammers may aggressively tell a customer their utility bill is past due, and service will be disconnected—usually within an hour—if a payment is not made.
  • Request for immediate payment: Scammers might instruct a customer to purchase a prepaid card, cryptocurrency, or to send funds via a mobile app to make a bill payment.
  • Request for prepaid card or payment through certain mobile apps: Customers are instructed to pay with a prepaid debit card. The impostor asks for the prepaid card’s number, which grants instant access to the card’s funds. More recently, customers have also been instructed to send a payment through a mobile app. Charlotte Water currently does not accept payments through the Cash App, Venmo or Zelle apps. However, customers can make payments on Charlotte Water payment portal by visiting charlottewater.org.
  • Personal information: During the COVID-19 crisis, criminals are promising to mail refund checks for over-payments on their accounts if they can confirm their personal data, including birthdays and, in some cases, Social Security numbers.
Tips to Avoid Scams:
  • Protect your personal information: Charlotte Water will have your relevant personal and account information. Never provide or confirm personal information such as Social Security number or bank account information.
  • Take your time: If someone calls or appears saying you have to pay your bill immediately, tell them you would like to verify that they are a legitimate utility company. Call 311 or 704-336-7600 to verify the contact.
  • Always ask questions: Ask the person calling you or visiting you in person to provide you with your account number, your last payment amount, date of payment and his/her employee ID number. If he/she is a legitimate utility representative, this information will be readily accessible.
  • Don’t let them inside: Charlotte Water staff have no reason to enter your home. Meters are located outside.
  • Pay your utility only: Never make a utility bill payment to anyone calling you on the phone, coming to your door, texting you, or emailing you. Always call your utility company at the number provided on your bill. Charlotte Water (at the City of Charlotte) can be contacted by dialing 311 or 704-336-7600.

For more information visit utilitiesunited.org or charlottewater.org.