Frequently Asked Questions

To begin service, an application will need to be completed and submitted along with a copy of your deed/lease. Please visit this page to complete the application.

To end service, please complete a Service Termination form by visiting this page.
You can also contact the Customer Service team to end service by calling 877-511-2911.

A new application will need to be submitted when transferring service to a new location. Please visit this page to complete the Service Termination form for the current address and then complete an application for the new address.

Click here to see the rates for our water utility service.

Click here to see the rates for our sewer utility service.

You can view your account balance by visiting this page and logging in to your online account. The balance will be shown on the home screen. You can also call 877-511-2911 option 1 if you have your account number.

We offer 4 different payment options.

• Payments can be made through your online account (this option includes a processing fee).
• Bill Pay utilizing your bank’s online payment functions.
• ACH Auto Draft by calling Customer Service.
• A physical check which can be mailed with the remit coupon and envelope provided with your bill.

If service is disconnected and then a payment is made, please contact Customer Service by calling 877-511-2911 so a work order can be created to have service reconnected.

Please call 811. USIC will assist on our behalf.

No, only an ONSWC operator can turn on/off the water meter or shut off valve. Customers are responsible for any damage to the meter or shut off valve should an unauthorized person access and damage either of them.

ONSWC is responsible for the sewer main line. ONSWC is not responsible for sewer lines running from the sewer main line to the residence.

If you believe there is a leak at the sewer main line, please contact us at 877-511-291. For other leaks, please contact a plumber.

Customers are responsible for maintaining the area around the water meter to allow easy access for reading and maintenance purposes.

There are many factors that can affect usage. These include irrigation systems, leaking toilets, dripping faucets, other leaks that are not visible, and water softening devices. It's also possible that someone left the hose running! If you believe there is a leak at the water main line and/or water meter, please contact us at 877-511-2911. For other leaks, please contact a plumber.

Leaks can be sneaky, but they're often easy to find if you know where to look. Fixing them promptly not only saves you money but also conserves a vital resource: water.

Faucets
Regularly check your bathroom and kitchen faucets. Look for any drips or seepage around the neck, handle, or the connections underneath the counter.

Toilets
Toilets are common culprits for leaks. Here's what to watch for:

• High Float Device: If the float is set too high, water will constantly run into the overflow tube.
• Damaged Flapper: A warped, cracked, or obstructed flapper can prevent a proper seal, leading to a continuous leak into the bowl.

 

You can find inexpensive toilet leak detection kits at most home improvement stores.

Sprinkler Systems
Keep an eye on your sprinkler system at least once a month. Broken sprinkler heads or damaged underground pipes are frequent sources of leaks. If you're a DIY enthusiast, home improvement stores and local libraries offer books with easy-to-follow instructions for repairs.

Using Your Water Meter to Detect Leaks
Your water meter is a powerful tool for finding leaks. Here's how to use it:

1. Stop all water use: Make sure no water is being used inside or outside your home. This means no washing machines, dishwashers, faucets, or sprinkler systems running. Also, double-check that no outdoor hoses have been left on.
2. Locate your water meter: Find your water meter box, carefully remove the cover, and lift the top of the meter.
3. Check the leak indicator: On the face of the meter register, you'll see a small leak indicator (it's often a small triangle or star-shaped wheel). If all your water sources are off and this indicator is still rotating, you have a leak.

Don't delay! Leaks can waste thousands of gallons of water in just a few days, leading to higher bills and unnecessary water waste. If you detect a leak, repair it promptly. You can also report it to our Customer Service Department at 877-511-2911.

For residential customers, your water meter is usually located underground at the front of your property, close to the street. To see your meter, simply lift the center lid of the meter box.

Understanding Your Water Meter

Your meter has a few key parts:

• Meter Number: You'll find this on the outer cover of the dial. Just lift the dial cover to reveal the meter's face.
• Meter Register (Odometer): This is like your car's odometer and shows your water usage.
• Flow Indicator: This spins when water is flowing through the meter.
• Leak Indicator: This small triangle or star-shaped wheel will turn even if only a tiny amount of water is passing through, which can help you detect leaks.

 

Keep in mind that meter brands, face styles, and exact locations can vary slightly.

How to Determine Your Water Usage

Want to figure out how much water you're using? It's simple:

1. Take an initial reading: Pick a day and write down the number displayed on your meter's register.
2. Take a second reading: After a period of 8 to 24 hours, read your meter again.
3. Calculate the difference: Subtract your first reading from the second.

The resulting number will tell you how many gallons of water you've used during that specific time frame.

Indoor Water Use:

• Install a low-flow showerhead.
• Install a high-efficiency toilet.
• Take a shower instead of a bath.
• Never use the toilet to dispose of trash.
• Do not run the water constantly while brushing your teeth.

Outdoor Water Use:

• In the summer, outdoor water use can account for 60% or more of total water use.

• Water lawns early in the morning or late in the evening to avoid up to 60% evaporation loss during the heat of the day.

• Utilize rainwater by purchasing a rain barrel or cistern and collect the water from your gutters to water plants.

• Set sprinkler heads so the lawn is watered, not the streets, sidewalks, and driveways.

• Approximately 1” to 1 ½” of water per week is sufficient to maintain lawns in the southeast. Although there may be some loss of green color, the root system is often alive and healthy.

• Wash vehicles using a handheld hose with an automatic shut-off nozzle and a 5-gallon bucket.

Additional Tips:

• Know where your master water shut-off valve is located in case a pipe bursts.

• Insulate your hot water heater and pipes to avoid wasting water waiting for it to get hot – save energy too!

• Repair dripping faucets by replacing washers. At a drip rate of 1 drop per second, you can waste 2,700 gallons per year, adding cost to your water and sewer bill.

 

What is a pressure regulator?

Also called water pressure reducing valves,

• They are compact, inexpensive regulators that perform two functions: they automatically reduce the high incoming water pressure from the mains to provide a lower, more functional pressure for distribution in the home;
• They “regulate” by maintaining a set pressure in the home usually 50 lbs. –thereby ensuring that the home piping and appliances operate under a safe, more moderate, but satisfactory pressure.

What is Water Pressure?

When a fixture in a home is opened and water flows from it, it is because the water is “pushed.” This “push” is pressure. The speed at which water flows from the opened outlet depends on the amount of “push” or pressure, which exists at that time in the system. In short, the higher the pressure, the stronger the “push” behind the water.

How do I know if I have high water pressure?

A rule of thumb is: If you hear banging pipes in your home or observe water splashing in your sink, you probably have excessive pressure. However, for a precise reading, your local plumbing contractor can test your pressure with a gauge.

Does high water pressure cause "water hammer"?

Yes, and water hammer is very simply the noise generated by the shocks of high-speed water flowing in a pipe when a fixture is suddenly closed. The sudden stoppage causes a "bounce-back" of the water and is called a water hammer, causing banging pipes, noise systems, and damage to appliances. It might be compared to driving your car at a slow speed into a wall where the effect is negligible. However, if you drove the car at a much higher speed, the impact would be greater and, consequently, so would the bounce-back or shock. This principle is based on the fact that moving objects, and this includes water, tend to move in a straight line. They resist changes in direction. Therefore, in a home where the piping has many changes in direction, water hammer shock can be limited by reducing the water pressure.

How can I get a Water Pressure Regulator installed?

The easiest way would be to call your qualified local plumbing contractor who can provide you with an estimate and also advise of the various types of regulators available and the one best suited for your home. Although regulators are fairly simple to install and could be a do-it-yourself project, there are some laws which provide that only a licensed plumbing contractor be permitted to work on the home potable drinking water system for health and safety purposes.

A Water Regulator is a Primary Conservation Control:

Most people have considered regulators as pressure controls because they are used to protect appliances and piping from the effects of high water pressure. However, because of water and energy shortages and cost problems, regulators have become increasingly more important because they automatically provide the advantage of conserving water and energy. The water pressure regulator is the nub of a conservation program; but you should also consider flow control devices, low-flush toilets, improved water heating equipment, and better disciplined habits by the user. However, if none of these devices were installed, the water pressure regulator would still serve to contribute important and significant savings in energy and water.