Frequently Asked Questions
Frequently Asked by CMD/CSD Customers
What are all those charges on my water bill? Why is it so high?
I might have a leak! What do I do?
Can I turn my water off myself?
Why did you raise rates? They’re already too high!
Other utilities let me change my billing date…why won’t you?
Why is that hydrant running? Am I paying for that water?
Where does my water come from and how is it treated?
When is my bill due? When will it be turned off?
I need to turn on, turn off, or transfer my service. What do I do?
What are those ads I keep seeing in the newspaper?
I got an ad for water line insurance in the mail. What is it?
Chester Metropolitan District bills for more than just water service. Most customers see a list of codes on their bills. Here is a breakdown of what they are and why they’re used:
WA—Water Charges—This is the amount of money you owe for the water you used the previous month.
SE—Sewer Charges—This is the amount of money you owe for your previous month’s sewer service.
GA—Garbage Charges—This is the amount of money the City of Chester charges for Garbage Service.
WA RES—Water Residuals—This fee is used to cover the cost of sludge treatment and disposal for CMD.
SE RES—Sewer Residuals—This fee is used to cover the cost of sludge treatment and disposal for CSD.
CP—Capital Projects Fee— This flat fee goes into a special fund set aside for projects such as water line replacements or new infrastructure such as storage tanks or pump stations.
CMD also has a contract with the City of Chester to bill for garbage cans inside city limits. This is a flat fee set by the City. If you have questions about your garbage service, please contact the City of Chester at (803) 581-2123.
Q: I might have a leak! What do I do?
If you think you have a leak, your first step is to call the CMD/CSD office at (803) 385-5123. You will need to provide your name and the physical address of your property. Our staff will send a worker out to check your water meter. Please make sure all toilets, sinks, bathtubs and outside faucets are off. Once our personnel visit, you will be notified of the findings.
Sometimes customers may have leaks that CMD personnel cannot locate. These leaks may appear in the form of leaking toilets. They don’t always run, but when they do they can be costly.
If you believe your toilet may be leaking, one method of detection is to pour a packet of powdered drink mix into your toilet’s tank. If the toilet is leaking, the colored water will leak into your toilet bowl.
If you do have a leak, you will need to contact a plumber to have the leak repaired. Be sure to get a receipt, because under some circumstances CMD can offer an adjustment after the leak has been repaired.
Sometimes our customers find that a water hose has been left running for an extended period of time. A standard water hose can run approximately 10 gallons per minute which means that in less than two hours, that running hose can spill enough water to raise your bill. It takes 1 hour and 40 minutes to spill 1,000 gallons of water, and every 1,000 gallons of water wasted means another $4.00 – $6.00 added to your bill.
Unfortunately because this is a human error, CMD and CSD cannot offer an adjustment on a high bill due to a running water hose.
Q: Can I turn my water off myself?
Every customer service has a Customer Cutoff Valve installed in the service line. This is a round, green box located between your meter and your house. The lid on this box is not locked. Inside the box is a valve that the customer can turn on and off. If you have trouble locating or turning this valve, please contact the CMD Office so our maintenance staff can check it for you.
The only money the CMD and CSD receive comes from customer payments. The Districts do not receive tax money to help offset daily operations costs. We raise our rates for a number of reasons—increases in chemical costs used to treat the water, increases in the cost of repair materials, and the rising cost of general operation to name a few. Both CMD and CSD spend great effort securing grant funds for system upgrades and replacement, which helps improve service for customers as well as keeping the rates as low as possible. The less money we have to spend, the less cost we have to pass on to our customers.
The average customer in Chester uses roughly 4,000 gallons of water per month. If you divide the associated water charge of $34.10, the charge per gallon is only a penny.
Q: Other utilities let me change my billing date…why won’t you?
CMD bills in six cycles, which are determined by our meter reading routes. This is the simplest and most cost-effective method of reading the 6,000+ meters in our system. We are not capable of changing billing and payment dates because it would require our meter readers to duplicate efforts by reading single meters from different routes separately. CMD would have to hire additional workers, which would add to labor costs, which would result in higher rates in order to balance our budget.
Q: Why is that hydrant running? Am I paying for that water?
CMD personnel flow hydrants for many reasons. Typically when a hydrant is running while unattended, it is to flush the line that feeds the hydrant. This can be due to a low disinfectant reading, a water quality issue, or a line break. Water flushed from public hydrants is NEVER included on a customer’s bill.
Q: Where does my water come from and how is it treated?
CMD gets its water from the Catawba River as it comes through Fort Lawn. It goes through an extensive disinfection and treatment process. The water is disinfected by using a compound called “Chloramines”, which are made of chlorine and ammonia. This compound provides better, longer-lasting disinfection with less chlorine taste and smell.
Q: When is my bill due? When will it be turned off?
Our billing runs in six cycles throughout the month. Each cycle is billed at approximately the same time each month. No matter which cycle your bill falls in, it is always due ten days after the date on the bill. If your bill is not paid within that first ten days, a $2.00 late fee is added to it. Four days later (sixteen days after the original bill was mailed), a reminder notice goes out.
The reminder notice is sent as a courtesy to our customers with bills that are past due.
If the bill is still not paid ten days after your due date, your account is added to our cutoff list and meter personnel will disconnect your water for non-payment. If your service is disconnected, your entire bill becomes due in addition to a reconnection fee. Should you decide to have your service reconnected after hours, there will be an additional fee added to your total due.
Q: I need to turn on, turn off, or transfer my service. What do I do?
Your first step is to call the CMD office. When you speak with the collections staff, they will tell you what information we require. Most often we need a photo ID (driver’s license or state-issued ID card) and proof of residence (rent receipt, rental agreement, landlord’s letter, or copy of the deed). You will have to come into the office for any of these services, because a signature is required. We ask for your signature as a safety precaution for you—we don’t want to turn your service off because someone else tells us you said it’s okay.
If you live out of town and need to have service started, stopped, or transferred, please call the CMD office to make arrangements.
Q: What are those ads I keep seeing in the newspaper?
CMD and CSD occasionally run advertisements in the newspaper. The most common are for the Chlorine/Ammonia Burnout and Hydrant Flow Testing.
The Chlorine Burnout procedure is a method for disinfecting our water system. Instead of running chloramines, CMD turns off the Ammonia feed and uses chlorine alone to disinfect the lines. Once the system has been flushed, chloramines are reintroduced to the system. Aside from a stronger chlorine-smell, it typically has no impact on customers.
The Flow Testing procedure still requires CMD staff to flow hydrants, but instead of disinfecting the system, we test each hydrant in the district for flow and pressure readings. This helps ensure that the fire system is in proper working order, and helps flush the lines for disinfection purposes at the same time.
Q: I got an advertisement for water line insurance in the mail. What is it?
Advertisements of that nature are normally considered to be a scam. Companies send out these notices hoping to convince customers that their water lines are in danger. It might come to you with CMD’s name on it, but we didn’t send it. Correspondence from CMD will come in two forms—your water bill, or as a letter on district letterhead.
As for the repairs, if a water line breaks on CMD’s side of the meter, we will repair it. If it breaks on your side, you will have to have a plumber repair it. Hold onto your receipt! Your repairs may qualify you for a one-time adjustment to your bill.
Is there something else you’d like to know?
Please call us at (803) 385-5123 and ask!