Frequently Asked Questions
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When there, clicking on the question will return you to the questions section.
General Questions
- Is my home or building connected to AWWU’s sanitary sewer system?
- Who do I call if my sewer backs up?
- Who pays for damage, cleanup and repairs?
- Where is my shutoff valve located?
- Why has my water pressure changed lately?
- Why do I have dirty water coming out of my faucet?
- How are water meters sized?
- Can meters over register water usage?
- My meter indicates I've used more water than normal, what is going on?
- Is my water fluoridated?
- Why do you add chlorine to the water?
- How do I treat my water in an emergency?
- What does water hardness mean?
- What is the hardness of AWWU's water?
- Do I need a water softener?
- What is the normal water pressure?
- Why does my water have a smell or odor?
- Where does my water come from?
- How much storage capacity does AWWU have?
- Why is my water "milky" colored?
- What are the white particles clogging my faucets?
- Is there any lead in my water?
- How can I get a copy of the AWWU's Annual Water Quality Report?
- How is the water of Anchorage treated to ensure that it is safe to drink?
- How much does it cost to install a sewer tap?
Billing Questions
- Does AWWU offer electronic bank transfer for payments?
- Does AWWU have landlord tenant agreements?
- My water bill seems too high, what do I do?
- What is an estimated bill?
- How soon will I start receiving service?
- If I miss a payment, what happens?
- Where and how can I pay my bill?
- How can I get my account balance and payment information?
- How are water and sewer billed?
- What are AWWU's rates?
- Do I need a deposit?
Field Service Questions
- Who makes repairs to broken water lines?
- Who is responsible for the water line to my house?
- Why wasn't I notified in advance of the water being shut off?
- Is it OK for anyone to open a fire hydrant?
- What is a key box and where is it located?
- What is a thaw wire and where is it located?
- How much does it cost to install a meter?
- When do I need a permit?
- How do I go about getting a water meter?
General Questions
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Is my home or building connected to AWWU’s sanitary sewer system?
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Call AWWU Customer Service during business hours:
Monday-Friday, 7:30am – 5:30pm, 564-2700
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Who do I call if my sewer backs up?
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Call AWWU Customer Service 24 hours a day, 564-2700
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Who pays for damage, cleanup and repairs?
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Either you or your insurance company provided you have a sewer backup policy.
AWWU has a policy to assist you with the clean up if the blockage occurs in the main line. If the blockage is in the service line (on private property), it’s the homeowner’s responsibility.
AWWU does not pay for repairs or damages. Most blockages are caused by improper discharges into the system.
Wise use of the sewer system and some simple preventive maintenance will help safeguard the system and reduce costs for everyone.
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Where is my shutoff valve located?
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The inside shutoff valve is located where the water service line enters the building and situated about three feet above the floor.
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Residential Home Shut Off Water Valve
Local amendments to the Plumbing Code require the water shutoff valve to be located within 10 feet of the crawlspace access when it is located in the crawlspace.
Other places to look would be at or near the water heater in the garage or mechanical room when located in a basement.
Ball Valve
Gate Valve
The water shut off valve will either be a ball valve or a gate valve.
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Why has my water pressure changed lately?
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Water pressures throughout the Anchorage area are maintained automatically to be constant. If you have had what seems to be a permanent change, please call our Engineering Department to receive information pertaining to the situation.
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Why do I have dirty water coming out of my faucet?
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If silt is coming from the hot water only, then you need to flush out your hot water heater. Heating of the water, along with normal oxidation and scaling, deposits an accumulation of debris (not hazardous) in the bottom that should be flushed out once per year.
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If it's coming from the cold water as well as the hot water independently, check to see if your neighbors seem to have a similar problem. If yes, then it appears as if there has been an occurrence that has caused a disturbance in the transmission or distribution pipes in your area that has dislodged some naturally occurring sediment within. Please allow your cold water to run for 30 minutes, or until it clears up, and then flush out your hot water heater with the clean water. If this problem persists beyond that time period, please call us back. Further action: Persistent dirty water conditions should be referred to O & M for investigation and/or flushing.
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How are water meters sized?
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AWWU determines the size of the meter. The Utility sizes meters based on the customer's "probable peak water demand", not by service line size.
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Can meters over register water usage?
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Most water meters are positive displacement devices. They cannot register usage unless water under pressure flows through them. The only way a meter will over register is if the incorrect register (totalizer) is installed. This happens very rarely and can be easily verified if there is a question. Water meters fail by slowing down and eventually stopping.
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My meter indicates I've used more water than normal, what is going on?
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In over 90 percent of the cases of higher than normal water usage, the cause is a leaky toilet. Toilets can pass a tremendous amount of water straight into the sewer, which is why you may not see any evidence of a leak.
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Is my water fluoridated?
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Yes. AWWU fluoridates for an average of 1 milligram/liter (parts per million), the level recommended by the American Water Works Association. This is required by Anchorage Municipal Code (AMC) 26.40.050 and approved by the Anchorage Assembly. It is important to remember that most substances may be toxic in high amounts, even oxygen and water. Fluoride is naturally present in all water and scientific evidence shows that the addition of fluoride and consumption at low levels is beneficial for bone strength and the prevention of cavities. For more information, see http://www.adha.org/profissues/cdc_fluoride_guidelines.htm.
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Why do you add chlorine to the water?
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The state and federal government mandate disinfecting. Chlorine is a disinfectant used to remove any harmful bacteria from the drinking water and to ensure safe water throughout the distribution system.
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How do I treat my water in an emergency?
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Boiling is the surest way to make water safe to drink. Vigorous boiling for one minute will kill any disease-causing microorganisms in water. The flat taste of boiled water can be improved by pouring it back and forth from one container to another to aerate it, by allowing it to stand in the refrigerator for a few hours, or by adding a pinch of salt for each quart of water boiled.
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What does water hardness mean?
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Water hardness is a measure of the mineral content of water. "Hard" water takes more soap to create lather than "soft" water.
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What is the hardness of AWWU's water?
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The hardness of the AWWU water is approximately 56 milligrams/liter (parts per million), or 3.3 grains.
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Do I need a water softener?
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No, AWWU has relatively soft water. However, that depends on personal preferences.
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What is the normal water pressure?
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The Anchorage Water and Wastewater Utility has established several pressure zones throughout the city in order to maintain a minimum pressure to our customers of 40 (PSI) and a maximum of 95 (PSI).
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Why does my water have a smell or odor?
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There may be several reasons for odor or taste in a customer's water. During the summer months, a potential cause is from the customer's garden hose. Often a customer will leave the outside faucet on with a sprayer nozzle turned off at the end of the hose. This allows water from the hose to circulate back into the household plumbing.
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Sometimes the chlorine level can affect water taste and odor. Generally the lower the chlorine residual the stronger the taste or odor.
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Rotten egg odor, chemically speaking, is a hydrogen sulfide compound. Water that is run regularly does not give off a odor. The tiny trace of chlorine we add to the water to safeguard our supply in the unlikely event of a line break offers a nice fringe benefit of eliminating any unpleasant-although harmless-smells.
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Water that is sitting in a hot water heater that has not been used represents an entirely different story. The chlorine can dissipate rapidly, allowing the hydrogen sulfide to come into it's own. The solution, Run the hot water until it turns cool. This empties the tank, fills it with fresh water and usually solves the problem. If the nuisance persists, it may be time to replace the anode in your water heater. Be sure your plumber installs the aluminum type, instead of a magnesium version.
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Where does my water come from?
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If you are a customer of AWWU and live north of the Anchorage bowl (for example Eagle River) then your water is obtained exclusively from the Eklutna Water Treatment Plant, which receives its water from Eklutna Lake.
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If you are a customer living inside the Anchorage bowl area then the water is typically a blend of water from the Eklutna Treatment Plant, Ship Creek Water Treatment Plant and wells in the distribution system.
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For AWWU customers living in Girdwood, the water comes exclusively from wells.
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How much storage capacity does AWWU have?
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AWWU has a reservoir storage capacity of more than 52 million gallons. With our average daily system usage of approximately 27 million gallons, there is enough water stored in our system to meet up to 2 days usage.
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Why is my water "milky" colored?
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This is probably caused by air in the water. You can check by filling a glass with water. If the water slowly clears, it is air. To remove air from the lines, try running a faucet at the highest location in the house, usually a second floor bathroom, for about 15 minutes.
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What are the white particles clogging my faucets?
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It depends. Often this is the result of the filler tubes in some hot water heaters breaking down. It's most likely to happen with newer heaters, those less then 4 or 5 years old. The plastic in the filler tubes sometimes breaks down into granules that look like small plastic particles. According to filler tube manufacturers, the problem has been resolved. Replacement tubes are available at plumbing supply stores and are easily installed by a plumber or handy homeowner.
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A white powdery substance is often the result of calcium carbonate precipitation.
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Is there any lead in my water?
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Any lead in the AWWU water falls far below all regulatory guidelines and is often non-detectable.
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How can I get a copy of the AWWU water quality report?
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A customer may simply request a copy by calling 786-5671.
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How is the water of Anchorage treated to ensure that it is safe to drink?
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The Anchorage Water and Wastewater Utility has set up a 3 barrier system at both of our water treatment plants consisting of chemical treatment filtration and chlorinating. All the water from any of our wells is disinfected with chlorine.
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How much does it cost to install a sewer tap?
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A sewer connection installed all the way from the main line to the structure varies as much as the different contractors do. The cost of the tap has a direct relationship to the cost the contractor charges to dig the trench and install the pipe. The installation of a sewer service line that is already "stubbed" to the property line is normally less expensive only because there is less pipe to be installed. The only fixed charge is the permit fee that includes an inspection of the installed pipe.
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Billing Questions
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Does AWWU offer electronic bank transfer for payments?<
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Yes, AWWU offers electronic bank transfer as a payment option.
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Does AWWU have landlord tenant agreements?
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Yes, AWWU does provide a Landlord-Tenant Agreement to assist landlords between renters and when renters fail to pay their utility bill. The landlord of a rental property may execute a written agreement with AWWU that provides for continuous service with the landlord responsible for payment for service when service to a tenant has been terminated and no new tenant has applied for service or when the tenant refuses to satisfy a delinquency after proper notification.
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My water bill seems too high; what should I do?
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It's possible there's a leak. One sure check is a simple glance at your water meter. If the dial is moving, but you're not using any water, you have a leak. Call AWWU at 564-2700.
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What is an estimated bill?
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Your bill is normally based on an actual reading of your water meter. However, an estimate is used when your meter or remote reading device is inoperable, inaccessible, or due to adverse weather conditions the meter reader could not get an actual reading from your meter on the day your meter was scheduled to be read.
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How soon will I start receiving service?
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We will need up to one workday before service can be turned on. However, we can schedule work up to 30 days in advance.
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If I miss a payment, what happens?
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If you have not paid your account by the due date printed on your bill, the day before your next billing cycle a late fee of .729% will be calculated and applied to all past due balances on your account. The minimum late fee is $2.00 per utility to all accounts with past due balances of more than $5.00
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Where and how can I pay my bill?
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For a complete list of payment options, view our payment options page.
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How can I get my account balance and payment information?
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Call AWWU's Credit and Collections section at 786-5555.
The Utility implemented a new billing system September 2005. By the end of the year this new feature will provide customers with their account balance and payment information at AWWU's Internet site.
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How are water and sewer billed?
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Water and sewer are billed on one statement if both services are provided. Meters will be read on or about the same date each month. Bills will be prepared based on a meter reading, or the applicable flat-rate charge.
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What are your rates?
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Water:
The monthly Residential charge is $36.94 (includes a $26.85 usage charge; 45˘ Regulatory Commission of Alaska charge; and $9.65 customer charge). This non-metered rate applies to all single family dwellings. A fixed rate is also available per unit for duplexes and triplexes. The RCA charge equals 1.219% of the water rate and pays for the Utility's portion of the RCA budget.Residential Multi-Family dwellings and Commercial customers are billed at a metered rate of $3.73 per 1,000 gallons of water, in addition to a customer charge of $9.65 and a meter charge which depends on the size of the meter.
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Wastewater:
The monthly Residential charge is $29.10 (includes $23.30 usage charge; 35˘ Regulatory Commission of Alaska charge; and $5.45 customer charge). This non-metered rate applies to all single family dwellings. A fixed rate is also available per unit for duplexes and triplexes. The RCA charge equals 1.219% of the wastewater rate and pays for the Utility's portion of the RCA budget.Metered Residential Multi-Family dwellings are billed, based on water consumption, a usage rate of $2.73 per 1,000 gallons of water, in addition to a customer charge of $5.45, and an inflow and infiltration (I & I) charge of $3.85 per dwelling unit.
Metered Commercial customers are billed, based on water consumption, a usage rate, from $2.61 up to $3.64 per 1000 gallons of water, depending on the concentration or strength of the customer's wastewater, in addition to a customer charge of $5.45 and an I & I charge of $3.85 per account.
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Do I need a deposit?
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Usually you will not be required to pay a security deposit at the time of connection. However, a deposit may be required on accounts that become delinquent and require attention more than twice in six months. Deposits are two times the average monthly bill and are refundable when service is discontinued or a satisfactory payment history has been established.
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Field Service Questions
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Who makes repairs to broken water lines?
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If a water line is broken and water is coming out of the ground, in, under or around your house, there is a good possibility that you have an on-property leak. If you call AWWU and we come out and turn off your "keybox" and the water stops, that indicates a break in the homeowner's service lines and is the homeowner's responsibility to repair. A contractor usually is hired to obtain a permit and do the repair work. They will also schedule for an inspection of their work.
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Who is responsible for the water lines to my house?
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AWWU maintains the water service mains and is responsible for repairs from the water main to the property line. Homeowners are responsible for the service line from the property line to the house, including the shutoff valve inside the house. The only exception to this is if you have a water meter. The meter is owned and maintained by the Utility.
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Why wasn't I notified in advance of the water being shut off?
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When an emergency exists (a road washed out, houses/basements flooded, main line breaks) or there is a threat to public safety, there may not be time to notify customers before the water must be turned off. You will be notified when pre-scheduled repair work requires your water service to be interrupted.
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Is it OK for anyone to open a fire hydrant?
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No. Hydrants are provided primarily for fire protection. Special permits are required. Special permits are issued to others with legitimate reasons for hydrant use. Unauthorized hydrant use can damage the water system and result in a citation and fine. Call 564-2762, AWWU Customer Service, to schedule an appointment to obtain a hydrant permit.
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What is a keybox and where is it located?
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A keybox is a flat and circular, mushroom-shaped piece of metal extruding from the ground usually found near the property line where the building is connected to AWWU’s water service line. It can be commonly found in driveways or along the property’s easement line. It may be flush with the ground, or extend up from the ground a few inches (see photos below).
Top View
Side View
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What is a thaw wire and where is it located?
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A "thaw wire" (solid or braided, rubber or plastic-covered copper cable) may protrude from the ground with the keybox. If not, it may be located in a separate area of the property. If you cannot find your thaw wire, call AWWU (564-2700) to discuss your options to have a thaw wire installed.
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How much does it cost to install a meter?
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The cost of meter installation is dependent on the size of the meter. The average installation cost for an average home or business, with very little retrofitting, is about $350.00. Costs can vary greatly as every building has its unique requirements.
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A permit is required for all work done on all underground water or sewer lines and their appurtenances such as keyboxes, fire hydrants, manholes or cleanouts regardless if the lines are located on or off property. A permit is also required for obtaining water from a fire hydrant. Call AWWU Customer Service at 564-2762 for questions on permit requirements, for multi-family and commercial premises may need engineered plans.
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How do I go about getting a water meter?
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First, you have to be eligible to receive one. All commercial and multi residential units (four units or more) are required to have a meter.
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Duplexes and triplexes have the option to have a meter installed and be billed based on water consumption.
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If you have a single-family residence you may request to have a meter installed in your home, but you will not be billed based upon your water consumption. You will be billed a residential flat rate.
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To obtain a meter, stop by AWWU's Customer Service Counter, Monday - Friday, 7:30 am - 5:30 pm, and we will be glad to speak with you about it.
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