FAQ

General

Where and how do I pay my bill?
You can pay your water bill at our business office at 131 Drummond Ave in Waterville or on our website using our customer portal. We accept credit cards (Visa, Discover, and MasterCard only), checks, and cash at the office, and credit cards and e-checks on our website. Please enclose your invoice stub with your payment, or if coming to the office, bring it with you.

How do I read my water meter?
The Kennebec Water District meters measure volume in cubic feet. Our charges are based on 100 cubic foot increments, and each 100 cubic feet equates to approximately 748 gallons.

There are three different types of meter registers on the Sensus meters based on the size, all of which read in cubic feet, but each read slightly different. Please click here to download our guide on how to read your water meter.

I have an unexpected high bill. What steps can I take to troubleshoot the issue?
If you have a high bill and aren’t sure where to start we’ve created a troubleshooting guide for your convenience. Please click here. If you still aren’t able to resolve the issue please give us a call.

What is the proper procedure for installing a water line (service) from my house and connecting to the KWD water main?
If you believe a water service does not exist at your new property, you should contact us to confirm that you, in fact, do not have a service. If it is determined that you do not have an existing service on your property, you will need to hire a contractor to install a new service. Please keep in mind that only KWD personnel (or an approved contractor) are allowed to tap into our live water mains. A tapping fee will be administered for all taps based on the size of the tap. You will also need to visit our business office at 131 Drummond Ave in Waterville to apply for water service.

Where does KWD draw water from?
The KWD’s water source is the West Basin of China Lake. The water travels from China Lake to our treatment plant where it is filtered and disinfected. From there it travels by gravity through our transmission line to our main pumping station on Western Avenue in Waterville where it is pumped out to our customers.

What do the colored paint marks on the ground and flags in the ground represent?
Anytime someone digs in the ground they must notify DigSafe. After notifying Dig Safe, contractors and/or property owners must wait 72 hours before digging (excluding weekends and legal holidays.) During this time, utility representatives must mark their lines within the designated area. The following uniform color code system is used to identify the buried infrastructure:

Why didn’t you finish marking my waterline all the way to my house?
KWD is responsible to mark only the infrastructure we own and maintain, this includes all infrastructure leading up to the edge of the public right of way (ROW) and/or your property line. All water infrastructure on the customers side of the ROW or property line is considered private infrastructure, therefore KWD is not obligated to locate it. It is your responsibility to investigate if any privately owned utilities are in the area. Please follow the following link for a list of private utility locators, http://www.digsafe.com/private_locators.php. Feel free to visit http://www.digsafe.com for more information about DigSafe.

Water Quality

What should I do if I have dirty water?
If your water appears cloudy, discolored or dirty, please run the cold* water for up to 20 minutes or until the water clears, whichever is less. We recommend you use an outside hose spigot, a bathtub faucet or other fixture that will allow you to move the most water possible. If the water has not cleared within 20 minutes, please contact us so we can evaluate your situation further.

If your building has multiple living or commercial units, or is generally large in footprint, we suggest you select an outside spigot or interior fixture that is tapped off your water line near the meter to minimize the extent in which you move the discolored water through the building.

*We advise you to use cold water to reduce the amount of discolored water that flows through your hot water system.

How much will it cost me to run my water to clear up a water quality issue?
Most internal fixtures (faucets, showers, toilets, etc.) use between 1-3 gallons of water each minute, while outdoor fixtures (spigots, sillcocks, hose-bibs) use between 8-10 gallons each minute. Your minimum water bill already includes 300 cubic feet (2,244 gallons) of water. Customers who use more than 300 cubic feet are billed $2.00 for each additional 100 cubic feet (748 gallons) of water used (based on rates effective July 1, 2023).

With all of that in mind, on average, running your water for 20 minutes will cost you about $0.16 through an indoor fixture and $0.54 through an outdoor fixture.

Is there fluoride in the KWD drinking water?
Yes, there is. According to Maine statute, a water district must add fluoride to the water if the voters in the municipalities served vote to have it added. Fluoride is added to the water before it leaves the water treatment plant in Vassalboro. Testing occurs on a daily basis in order to comply with drinking water standards and to ensure proper levels of fluoride are added.

Is the pink slime in my shower, toilet, or pet bowl caused by the water?
No. The pink slime is caused by naturally occurring airborne bacteria that thrive in damp environments. These bacteria are extremely common and are generally harmless but can be visually unappealing. To help prevent this pink slime from developing, dry wet surfaces and clean problem areas with Lysol or a chlorine-based cleaning product such as Clorox.

Cold Weather

Are there any precautions I can take before winter?

Frozen or broken water lines are more expensive in the winter than in the summer! And you’re responsible for paying for a replacement if your water meter freezes.
Disconnect and drain outdoor faucets, and shut them off inside.
If your kitchen sink is on an outside wall, cover exposed water pipes with foam insulation sleeves, available at home improvement stores. You will probably need to cut the sleeves to meet the desired length before slipping them over the pipes.
Patch cracks and holes near pipes. When temperatures approach zero, wind through a small opening can freeze nearby pipes, even though the room temperature is 70 degrees. Use insulation to seal air leaks around windows and doors that are near water pipes.
Insulate pipes in unheated areas such as crawl spaces and garages. Check insulation. Wet insulation freezes fast, making it worse than no insulation at all.
Make sure heat can circulate around pipes. Plumbing in an enclosed area such as a closet will freeze.
Pay attention to basement piping. If necessary, consider wrapping the pipe with insulation or using UL approved heat tape.
Find and tag your inside shut-off valve, and make sure it works BEFORE an emergency arises. This will limit water damage should your inside pipes burst.

What do I do if I suspect my service line is frozen outside?

KWD does not offer a thawing service at this time, however we can assist with finding a contractor that does.
Ensure the meter is not frozen by removing and checking for ice at the meter.
If the meter is not the problem, a third party company should be hired to thaw the service and determine where the service line is frozen (on the section owned by KWD or the section owned by the customer.) If it is frozen on your side, you are responsible for the charges to thaw it. If the line is frozen on our side, we are responsible.

What should I do if I’m going away during the winter?

Check with your plumber/heating contractor to determine if your heat should remain on, and what, if any, “winterizing” needs to be done.
Leave your sink cabinet doors open so warm air can circulate around the pipes.
If a deep freeze is imminent, allow a trickle of water to flow from faucets located along outside walls. This is considered voluntary, and for the customer’s benefit and will be paid for by the customer.
If you will shut the heat off, schedule an appointment with us to shut the water off in the street and remove the meter. If a pipe in the building broke and water leaked by your internal shut-off valve, your building could sustain a lot of damage.
If you leave the heat on, consider setting it at 55 degrees, and have the house checked regularly.