FAQ

To serve you better, we've assembled a list of our customers' most frequently asked questions.  If you don't find your answer here, feel free to contact us.

What is included when I pay for new water tap?

Residential taps typically include a 5/8” x ¾” meter, a backflow prevention check valve, a cut-off valve to be used by the water company only, a pressure regulator, and a customer cut-off valve.  The pressure regulator and customer cut-off valve are on the customer side of the meter and are warranted for one year from installation.  The customer cut-off valve is for customer use in case of emergency and is typically a quarter-turn ball valve.  The customer cut-off valve and the pressure regulator are located in either in two separate round turf boxes on the customer side of the meter near the meter box or a single rectangular box located on the customer side of the meter.  It is the customer’s responsibility to run the service line from the CCRWC installed cut-off valve to the residence.  Maintenance of the service line is the responsibility of the customer.

How long does it take from the time I pay for my tap until it is installed?

Typically residential (5/8” x ¾”) taps are installed within ten (10) working days from the date that the tap is paid for.  CCRWC must submit an SC811 locate ticket before any digging can commence.  The various utilities have 72 hours (3 business days) to locate and mark their assets in the excavation area. Obviously, inclement weather and other factors beyond our control can impact this time.  If you are completely out of water and need a tap on an emergency basis, please let us know when you submit your application and we will do what we can to expedite the installation.  

How is my water meter read?

Chesterfield County Rural Water Company uses a fixed based meter reading system known as FlexNet.  A number of antennas are strategically located throughout the county that automatically collect meter readings and relay them to the central database at our office. The water meters report hourly readings to the main office every six hours.  

What is the most common cause of high water bills?

Far and away, the most common cause of high water usage is leaking toilet valves. Even very small toilet valve leaks can use over 6,000 gallons of water per month.

Toilet leaks can be hard to detect. They are normally caused by a problem by one or more of the following issues: a bad flapper valve, a bad flapper seat, a faulty ballcock valve, a bad float arm or overflow tube.  To help determine of you have a leaking toilet, you can put a couple of drops of food coloring in the commode tank (upper part of the commode where the valves are located), wait ten to fifteen minutes, and if the food coloring appears in the bowl down below, you have a toilet leak.

Faucet leaks are much easier to detect.  If a faucet drips or continues to keep running after it’s shut off, it needs to be fixed.  If the dripping or running water is hot, you’re not only losing water but paying to heat it as well!

Water dripping from the shower head when the shower is off, or running out of the spout when the shower is on, is usually caused by bad washers or seats which need replacing.

If I have a leak, may I have an adjustment?

If you experience a leak, you are entitled to one (1) leak adjustment every twelve (12) months.  

A leak adjustment will be given only after the leak has been repaired.

The adjustment will be calculated as follows:

- The members billing amount for the previous five (5) months will be added to the billing amount for the month the leak occurred.

-  In the rare instance when a member has less than six (6) months of usage history, then the estimated company monthly average billing amount ($40.00) will be used as the monthly amount for the number of missing months.

- This amount will be divided by six (6) and the resulting amount will be the amount the member owes.

- If a leak occurs over two consecutive months, the two bills can be adjusted.  The adjustment for both months will be calculated by using only the highest of the two months billing when the leak occurred and then this amount added to the previous five (5) months of average usage.  This amount is then divided by six (6) and the resulting amount is used to adjust the amount owed for both months the leak occurred.

Members are eligible for one (1) leak adjustment in a twelve (12) month period. 

How do I know if I have a leak?

The fixed based meter reading system is designed to detect leaks and unusual usage. CCRWC uses a customer interface system called AquaHawk to help our customers monitor usage, leaks, and detect unusual usage.  This resource is available to all of our customers at no cost at https://ccrwc.aquahawk.us/login.  

You can define the parameters you’d like to be notified about and also how you’d like to be notified – text, email, or phone call.  You can also check your account balance, daily, weekly, monthly, and annual water usage along with a number of useful features.  Our office staff will be glad to assist you in setting this up if you need assistance.

Why do I have a previous balance when I know I sent in my payment?

We may have received your last payment after the due date or we may not have received it at all.  Call our office and we will help you solve the problem.

Can I pay my water bill and monitor my account from a mobile device?

You can monitor your account and make payments with Apple and Android mobile devices through CCRWC apps.  Just look up "CCRWC" in the iTunes or Android store for a free download.

On my bill, I see a Monthly

The Access Fee is an amount specified by our creditors to cover the long-term debt on the water system.  It has been on the monthly bills since 1998.

Does the water company give a discount for filling a swimming pool?

CCRWC does not offer any discounts for water used to fill a swimming pool.

Why don't I have a fire hydrant near my house?

SCDHEC regulations require three (3) primary criteria for the installation of fire hydrants: 1) a water line of at least six (6) inches in diameter, 2) continuous flow of at least 500 gallons per minute, and at least twenty (20) PSI of residual pressure.  A significant number of water lines on most rural water systems are unable to meet these criteria due to low water usage and cost.  CCRWC has hundreds of hydrants installed throughout the county in areas that meet the criteria.  These mandatory criteria are taken into account in the planning of new projects, and when feasible, hydrants are installed. 

Sometimes I see a pink or gray substance in my toilet. What is it?

It is common to see a pinkish or light gray color substance forming around a drain, the waterline of a toilet bowl, inside a washing machine or on a shower head.  Because the substance is observed near a water outlet, many people conclude it originates from the water itself.  This is not the case.

The substance is a biofilm which is comprised of microorganisms and bacteria that thrive in moist environments and are transported through the air.  The availability of food sources such as phosphates from soaps, allow the biofilm to grow.

The most effective means to prevent it from constantly recurring is to wash the area frequently and disinfect the surface using household bleach.  In addition, it is best to keep surfaces as dry as possible to preclude future growth.