Terrell Water Utilities
Frequently Asked Questions
1. How soon can my water get connected?
After arrangements have been made, your water service will be connected
the next day. Also, it will be necessary for someone to be at that
location for water to be left on.
2. How do I get information about my account?
You can call 972-551-6610 or come into the office to ask questions
or get information about your account.
3. Why do I have a past due balance on my bill?
Payment was not received and posted before your new bill was processed.
If you have made a payment that is not reflected on your bill you may
call the office to verify we have received and posted the payment.
4. How do I pay my bill if the Water Business Office is Closed?
We have a night deposit on the side of the building to leave a payment.
We collect all payments at 8 a.m. the next business day. Your payment
will be processed that day.
5. How long does it take my payment to get to the Water Business
It will take about 2 to 4 business days to arrive at our office. If
you have received a delinquent letter you may need to bring your payment
to our office to be processed in a timely manner.
6. What happens if my payment is not received on time via the mail
and my water is disconnected?
If your water service is disconnected for non-pay you will need to
pay the total past due to reconnect and when the payment arrives we
will credit your account.
7. Why should I call to cancel services if someone else is moving
in when I'm moving out?
We strongly suggest that our customers always call to give us a date
that they would like services terminated. Failure to take the services
out of your name will allow billing to continue. Customers are held
responsible for all changes until the account is Final Billed.
8. How do I request emergency services?
To request emergency water turn-off or to report a water meter leak,
water main break, fire hydrant leak, clogged or overflowing sewer main
please call 972-551-6614 between the hours of 8 am and 5 pm Monday-Friday.
If you need to request emergency services after hours or over the weekend
you can call 972-551-6622.
9. Why is my bill so high?
Your bill is based on how much water passes through your meter, which
is read monthly. Since the movement of water is the only source of
energy the meter has, anytime you see a hand moving on the meter, it
definitely means there is water moving through it. Some causes for
high bills are: size of household, size of home or yard, and more days
between readings. We strive very hard to read every 25 to 35 days.
Another reason for a high bill is a leak. If you discover a leak, there
are procedures set up to help with the large bill. Please see question
10. What if I have a leak?
It is the policy of Terrell Water Utilities to allow a concealed leakage
adjustment once in a twelve month period for an account, upon presentation
of plumber's bill or other documentation to show that a leak was present
and has been repaired. The documentation must show date of the repair
in order to know what bills were affected by the leak. This adjustment
can be up to one-half the leakage and cover up to a three month period.
The same period or season of last year's usage is considered as the
average in determining how much leakage is involved. Water loss due
to pranksters, vandalism, etc., does not fall into this category due
to no assurance that the circumstances will not reoccur and the limited
control of each customer preventing such an occurrence.
11. What is sanitary sewer?
Wastewater (sewer) is the used water that goes down the drains inside
our houses and businesses.
12. How could my bill be the same two months in a row?
Even though the meter records every gallon used, you're billed in
increments of 100 gallons. When the meter is read the meter reader
will round down to the nearest 100. If you use within the 100 gallon
range of water each month, the bill will be the same.
13. Are Terrell's water and sewer rates high compared to other cities?
The cost of water service varies based on the type of production system
(lakes - higher, wells - lower) that is used. Our rates are only increased
to cover required operating and capital (systems improvement) costs
necessary to ensure a reliable, healthy, and safe water supply.
14. Do you add fluoride to the water?
Yes. The water supplied by North Texas Municipal Water District has
fluoride added. Fluoride is a deterrent to tooth decay, especially
in small children.
15. Is our water hard?
The hardness is determined by the amount of calcium in the water.
The water supplied by North Texas Municipal Water District is considered
16. Where does the water we use come from?
The water used in Terrell comes from water supplied by North Texas
Municipal Water District. The District utilizes Lavon Lake for the
primary water source. Additional water sources are Lake Texoma, Lake
Chapman and Lake Tawakoni.
17. Is the water tested?
Absolutely. Water treatment staff continually tests for quality control
24 hours a day. The Texas Commission on Environmental Quality (TCEQ)
also tests periodically. Report
to Consumers on Water Quality
18. What do I do if the water smells, looks or tastes unusual?
You may call the Water Treatment Plant at 972-551-6635 to report anything
Water main breaks or heavy water usage required to fight a fire may
occasionally discolor your water. The cloudiness or discoloration is
caused by sediment dislodged by sudden pressure changes in the water
system. The water will clear up as these sediments are flushed from
the system. This water is safe to drink. (You may want to postpone
doing your laundry until the water clears to avoid staining clothes.)