Frequently Asked Questions (FAQ's)
Billing Questions
Water Quality Questions
Operations Questions
Conservation Questions
General Questions
Rates and Fee Effective 2/1/2006
Q. Why is my water bill higher than other water agencies?
A. It is difficult to compare
your water bill with other water agencies as every agency is different
because of the services it provides. For example, Hi-Desert Water District
imports State Water Project water through the Morongo Basin Pipeline while
an agency such as Twentynine Palms Water District does not. Hi-Desert
Water District must pay for usage of the Morongo Basin Pipeline and the
water that flows through it. These costs are passed on to the consumer
through an itemized water bill. Another factor is the number of customers
the various water agencies have. With a greater number of customers, agencies
are able to spread their water system costs to more customers resulting
in a lower water bill for a single user.
Q. Why is the water rate so high?
A. Monies
collected from the water rate on the water bill are used to pay for those
expenses directly related to providing water to your home. For example,
electricity to pump water from the aquifer is a major expense for the
District. Electricity costs are approximately $400,000 per year. The water
rate also includes the water the District purchases through the Morongo
Basin Pipeline to recharge into the underground aquifer.
Q. Why can't the field employees accept payment for
water service at the time they are locking off my service?
A. Employees
are not equipped to accept payments in the field. In the District's office,
your Customer Service Department uses computers to post payments on customer
accounts and generate receipts. Employees in the field do not have computers
to access customer information and do not carry money that permit these
transactions.
Q. Why is my water bill the same as last month?
A. Every
charge on your water bill remains the same each month except the
water rate which varies with the amount of water you use. The water you
use is measured in 100 cubic feet or 748 gallon increments. Because of
this, in one month a customer could use an additional 99 cubic feet compared
to the previous month and receive a water bill for the same amount for
water as last month.
Q. Why is my neighbor's water bill lower than mine?
A. Every typical
residential customer pays the same rate for water. However, the Water
Charge on a water bill varies according to water usage. The customer that
uses more water will pay more. The District's water rate is designed to
increase as more water is used which is to promote water conservation.
Another possible reason is the District's Low Income Credit Program. Those
customers in the program receive a credit of 39% from Service Charge,
Pipeline Surcharge, Recharge Surcharge and the SDWBL Surcharge for customers
who reside in the west end of Yucca Valley. The District's Level Pay Plan
may also account for the difference between customer's water bills.
Q. Can I make payment arrangements for my water bill?
A. Yes.
Customers that are having financial difficulty or receive a large
water bill resulting from a water leak may establish payment arrangements
with the District. Interest is not charged and terms are on a case by
case basis.
Q. Can my water bill be mailed to coincide with my paydays?
A. The
date of the water bill is determined by the date the water meters
are read. Meter readings are grouped together by physical location of
water meters and meter reading routes. When the water bills are grouped
together, the District saves money in postage because of the bulk rate
discount.
Q. Why is the returned check charge so high?
A. When
the District receives a returned check, staff time is used in an
attempt to collect those funds by making contact with the customer. The
returned check charge is used to offset a portion of that expense. The
bank also charges the District $20.00 for all returned checks.
Q. When will you institute automatic deductions for
paying my water bill?
A. This service became effective
in August, 2003. Application
Q. Can I use a credit card for
payment?
A. Yes. The District
accepts Visa, MasterCard, Discover, American Express or debit cards with
the Visa or MasterCard logo. Customers may also pay their water bill at
the District website, www.hdwd.com ("Pay
my Water Bill") and through the PayPal web site.
Q. Why is the delinquency charge so much?
A. The
delinquency charge covers part of the cost of mailing reminder
notices to delinquent customers. The late charge encourages customers
to pay their water bill on time.
Q. How can I lower my water bill?
A. The
best way to lower your water bill is to reduce your water usage.
The District's Water rate is based on water usage. The more you use, the
more you pay. The District offers a Household Water Awareness Program
at no direct cost to you. By appointment, a District representative will
advise you personally on reducing your water usage. If you are interested,
appointments can be made by contacting Customer Service at 760.365.8333.
Q. Why do you chlorinate?
A. The
District is required by the State Department of Health Services
to chlorinate. By maintaining a chlorine residual, the District can better
assure that safe and clean water is delivered to our customers.
Q. When do you chlorinate the water?
A. The
District chlorinates the water 24 hours per day as required by the State
Department of Health Services.
Q. How do I find out about the quality of our water?
A. The District
publishes and mails a water quality report every year as required by the
State and Federal government. The report is mailed to every customer by
July 1st. In addition, copies are available at the District office. The
District's web site also contains water quality information and can be
found at www.hdwd.com/water_quality.
Q. Why is my water cloudy at times?
A. Cloudy
water is caused by tiny air bubbles in the water. If you pour a glass
of cloudy water, the air will rise and dissipate within a few minutes.
The water is safe to drink and meets all quality standards.
Q.
Why does my water taste and smell funny at times?
A. Since
the District chlorinates on a full-time basis, you may be noticing the
chlorine in the water. Another reason for the taste and smell might be
the customer's internal pipes in their home. Also customers located at
the end of water mains may experience taste and odor problems which is
associated with stale water.
Q. Is my meter read every month or is it estimated?
A. Every
meter is read on a monthly basis. Using a computerized hand held device,
meter readings are entered directly into this device. It is not possible
to estimate meter readings since the meter readers do not have readings
from the previous month.
Q. Where is my water meter located?
A. Your
water meter is typically located at the edge of the street in front
of your home. However, there are exceptions where your water meter may
be at a distance if a long service line was required from the District's
main line to your home. Customers may also contact the Customer Service
Department if assistance is needed to locate the water meter.
Q. Why can't you give me an exact time for my service
to be turned on or shut off?
A. Different
types of work orders completed in the field are routed for efficiency
according to location. It is difficult to predict the exact time a work
order will be completed as each job requires a different amount of time.
Q. Why doesn't the District repair water leaks on
my side of the meter?
A. The
District is only responsible for any repairs and water loss up to and
including the customer's shut-off valve located in the meter box. Beyond
the shut-off valve, all repairs and water loss are the customer's responsibility.
Q. How do I check my water pressure?
A. If you
believe your water pressure is too high or too low, below are three
options for checking your pressure:
1. Contact a plumber
2. Participate in the District's Household Water Awareness Program
3. Purchase a pressure gauge and check the pressure at a hose bib
Q. Why am I responsible for low flow fixtures when
I do not own the property?
A. The
property owner is responsible for complying with the District's
retrofit requirements. However enforcement requires that the water service
be shut off at the subject property if the low flow fixtures have not
been installed. If you installed these devices, you may want to contact
the property owner about reimbursement.
Q. How could I use more water this year compared to
last year?
A. Many
times water usage will vary according to temperature. For example
one year may be a relatively cool and wet year and the next year significantly
dry and warm. As a result, people tend to use more water for irrigation
or filling and maintaining a swimming pool. The District offers a Household
Water Awareness Program. At no direct cost to you, a District representative
will provide advice for reducing water usage. An appointment can be made
by contacting Customer Service at 760.365.8333.
Q. How do I know if I have a leak?
A. Most
District water meters have a small red triangle known as a "tattle
tale". This tattle tale spins if the slightest amount of water flows
through the meter. It is recommended that you shut off all the water inside
and outside your home. When you are sure everything is off, check the
tattle tale. If it is spinning, you may have a leak.
Q. How do I know what plants are drought tolerant
for this area?
A. The
District has a listing that contains various types of drought tolerant
plants for desert areas. Customers are invited to pick up the information
at the District's office during business hours.
Q. When are the loans going to be paid?
A. Recharge Facilities: Year 2015
Farmers Home Administration #1: Year 2018
Certificates of Participation: Year 2021
Farmers Home Administration #2: Year 2022
Morongo Basin Pipeline: Year 2022
Safe Drinking Water Bond Loan: Year 2024
Q. When does the Board of Directors meet? Do they allow public input?
A. The Board meets the first and third Wednesdays of each month beginning
at 6:00 p.m. in the District's Board room located at 55439 29 Palms Hwy.
Public input is welcomed and encouraged. These meetings are aired on Time
Warner Cable, channel 10, on Sundays at 7:00 p.m. and Mondays at 8:00 p.m.
Q. What are some of the various programs the District offers?
A. The District offers the following programs:
Low Income Credit Program - For customers whose income levels do not exceed a certain amount. A credit in the amount 39% of the District's fixed charges is provided to customers who qualify.
Household Water Awareness Program - Where, by appointment, a representative provides advice on conserving water.
Auto Pay - Gives District customers the convenience of paying their
monthly water bills directly from a checking or savings account automactically.