Who should I call with questions about my water bill?

How do you figure my bill?

If you have any questions about your bill, call the Revenue and Finance Department's Utility Accounting Division at (813) 274-8811. They are the billing agent for the departments of Water, Wastewater and Solid Waste.

Why are the City's water rates increasing?

In 2007, Tampa City Council approved a 5-year potable (drinking) water rate schedule. Water rates will increase approximately 12 percent annually through 2011, with the new rates becoming effective each year on October 1. The 5-year rate schedule will help ensure Tampa Water Department customers continue to receive the highest quality services.

Revenue from these rate increases will allow the Tampa Water Department to accomplish several significant objectives over the next few years: replace aging pipes; expand the reclaimed water system in order to offset potable water use; improve and protect the health of the lower Hillsborough River; and pay for increased operation and maintenance costs.

It is important to note that these rate increases do not affect the reclaimed water rate, which remains at $1.20 a unit.

What is the Tampa Bay Water Pass-Through Charge and why doesn't it appear on my bill every month?

The Tampa Bay Water Pass-Through Charge was established in order for the city to recover the additional costs associated with water purchases from Tampa Bay Water. Tampa Bay Water is a regional water utility that sells water to local water providers. The City of Tampa purchases water from Tampa Bay Water during times when demand is high and our own resources can no longer meet customer demand. This surcharge was put into place to recover the difference between what we pay Tampa Bay Water and what it normally costs us to produce water at our own facilities.

The surcharge is only passed on to our customers during times when the City of Tampa has had to buy water from Tampa Bay Water. A per unit cost is calculated from the total cost for all of the purchases from Tampa Bay Water during the previous 3 month period. The amount each customer pays is calculated by multiplying their individual usage times that per unit cost. The surcharge appears a separate line item on the utility bill and, like the tier rates for water, the surcharge line item is subject to tax.

For more information on the surcharge contact a Utility Accounting Division Customer Service Representative at (813) 274-8811.

Why does my water bill sometimes vary from month to month?

If you have any questions about your bill, contact a Utility Accounting Division Customer Service Representative at (813) 274-8811.

Some months my water bill seems very high. Why is that?

If your water bill increases dramatically and your household patterns haven't changed, you may have a leak. For this, or any other question about your bill, please call the Revenue and Finance Department's Utility Accounting Division at (813) 274-8811.

Does the Water Department give discounts?

Please note that we don't charge for the water itself; we only charge for the cost of purifying the water and delivering it to you.

Can I get an allowance on my bill for filling my swimming pool?

Please note that we don't charge for the water itself; we only charge for the cost of purifying the water and delivering it to you.

However, because your wastewater charges are calculated based upon your metered water use,  you may be eligible for an partial allowance for the wastewater charges associated with a pool filling. Contact Revenue and Finance Department's Utility Accounting Division at (813) 274-8811 for more information.

When emptying your pool, remember that local ordinances deem it illegal to dispose of any pollutants (including chlorinated pool discharge) to the storm sewer. Please contact the Stormwater Department at (813) 622-1901 for proper disposal procedures.

What are connection fees?

Those affected may include new construction or properties being switched from well water to City water. 

Connection fees vary; call the Tampa Water Department Planning Section at (813) 274-8121 for more information.

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Why does the City maintain strict water use restrictions during periods when it is raining frequently?

The establishment of one-day irrigation restrictions are a continuing response to less than normal levels of rainfall, increased irrigation demands, decreased flow in the Hillsborough River and lower than usual reservoir levels during dry periods.
All of those conditions and forecasts for the immediate future indicate that continuing demand reductions during wet periods to “bank” water for dry periods remains a prudent course of action for Tampa residents.

Why doesn’t the City issue warnings any more for first water use restriction violations?

The issuance of warnings for first water use restriction violations began in May 2006, when the once-per-week irrigation restrictions first went into effect. The discontinuance of warnings and the establishment of one-day irrigation restrictions are a continuing response to less than normal levels of rainfall, increased irrigation demands, decreased flow in the Hillsborough River and lower than usual reservoir levels during dry periods. Issuance of warnings is also prohibited under the current Southwest Florida Water Management District orders.
All of those conditions and forecasts for the immediate future indicate that continuing demand reductions during wet periods to “bank” water for dry periods remains a prudent course of action for Tampa residents.

I am a Tampa Water Department customer but live in Unincorporated Hillsborough County. Whose water restrictions do I follow?

The adoption of water use restrictions is contained in the City's Code of Ordinances and the jurisdiction to enforce the restrictions extends only to the municipal boundaries of the City. Water use restrictions for Tampa Water Department customers residing in unincorporated Hillsborough County are set and enforced by Hillsborough County Water Resource Services.

Tampa customers outside the city limits should contact Hillsborough County Water Resource Services, Water Restriction Information Line at (813) 275-7094 for more information about county water use restrictions. Hillsborough County restrictions may be viewed at http://www.hillsboroughcounty.org/water/restrictions/. 

My mailing address is Tampa. Doesn't that mean I live inside the city limits?

Mailing addresses are not good indicators of municipal boundaries. Customers unclear on where their property is located can consult their property records for their Tax District.  To view communities the Tampa Water Department serve outside the city limits a map is available at www.tampagov.net/dept_Water/files/COTW_SERVICE_AREA_STR_Reduced_1.pdf.

How can I report a suspected water use violation and how do I know if it was followed up?

There are two mechanisms for making reports of possible water use violations: call the Water Conservation Violation Hotline at (813) 274-8036 and leave a detailed message about the suspected violation, including address, date and time, and the nature of the suspected violation, or online by submitting a Citizen Action Request through the City's Customer Service Center. You may remain anonymous, if desired.

We provide follow-up to 100 percent of reports received, but the volume of reports prevents us from providing specific feedback to individuals making reports.
 

I irrigate with well, pond or lake water. What water use restrictions do I follow?

Under Southwest Florida Water Management District's (SWFWMD) restrictions currently in effect, all water use not utilizing City of Tampa-provided public supply water is restricted in accordance with Water Shortage Order No. SWF 08-044. This may have resulted in a change in allowed irrigation day for some locations, as the SWFWMD watering days are different than Tampa's. Please consult Tampa's water use restrictions page for the irrigation days in effect for those water sources.

Locations within the City limits irrigating with an alternative water supply (well, pond, lake, etc.) may register with the Tampa Water Department to notify the Tampa Enforcement Office of which set of restrictions are applicable at the location. You are not required to register you are using a well or another non-public supply water source, however failure to register may result in receipt of a citation for violating the current day of the week restrictions for City of Tampa-provided public supply water.  Should you not register and a citation be issued, you will have an additional opportunity to complete a registry form or to demonstrate that an alternative water source was in use at the time the citation was issued.

I received a water use citation. What do I do?

Violating Tampa’s water use restrictions is a civil infraction, and, as a result, all water use citations issued by the City are handled by the Hillsborough County Circuit Court.

If you receive a City of Tampa water use citation and believe that the water use for which you were cited is one of the permitted uses defined in the applicable water use restrictions, please call (813) 349-5014 or e-mail WaterPatrol@techstafftb.com within five (5) calendar days after receiving the citation.

If the water use for which you were cited does not meet one of the permitted uses defined in the applicable water use restrictions and you wish to contest the citation, you may elect to appear in court on the date noted on the citation to present your information to the judge for a decision.  We recommend that you refer to the correspondence included with the citation packet for additional information about contesting a citation.

The payment of all fines and fees associated with the citation must be made through the Hillsborough County Clerk of Court, as noted on the face of the citation. Specific information for making payment by mail or in person is located on the reverse of the citation.

The City of Tampa cannot process citation payments sent directly to the Tampa Water Department or to Tampa’s Utility Accounting Division.  Any payment attempted in this manner will be returned to the citation recipient for proper handling and may cause delays in payment that result in additional court fees.

Please note:  Failure to pay the fine and fee shown on the face of the citation and failure to appear in court on the date shown on the face of the citation results in a default judgment of guilty when the case is called in court.  All citation recipients receiving a default judgment of guilty for failure to pay and failure to appear are notified of the judgment and resulting fines and fees by the Hillsborough County Clerk of Court.

To request a continuation of a court date or discuss options for paying a City of Tampa water use citation, please contact the Hillsborough County Clerk of Court at (813) 276-2029, ext. 4325.

 I just got a water use violation citation for irrigating new plant materials. I thought that was allowed. Who do I call?

Water use restrictions set out specific guidelines for irrigating new plant materials. Please call the Water Enforcement Office at (813) 349-5014 with questions about your citation and information about what to do if the irrigation you were cited for is allowed within the ordinance.

Do the water use restrictions include water uses other than irrigation?

Yes. A number of outdoor water use restrictions are included in the current restrictions, including restrictions related to the use of open hoses, aesthetic fountains, pressure washing, car washing and watering-in of pesticides and fertilizers. It is suggested that all water users in Tampa review the restrictions and check this Web site periodically for updates to ensure that they avoid a water use restriction citation. Water restrictions do change in response to local and regional water supply conditions.

Are there any water use restrictions which limit when I can wash my car at my home?

Washing of cars, trucks and other mobile equipment is allowed once a week. At a residential property, vehicle washing may occur on Tuesday or Saturday at addresses ending in even numbers, and Wednesday or Sunday at addresses ending in odd numbers. Low-volume methods must be used, such as fitting your hose with an automatic shut-off nozzle.

Fund-raising car washes held on behalf of non-profit organizations are allowed, as long as water is used efficiently. Hoses must be fitted with an automatic shut-off nozzle at all times.

What are the restrictions on pressure washing?

Pressure washing is allowed for necessary purposes, which include cleaning prior to painting or sealing, maintaining a paint or material warranty, addressing a health or safety hazard and complying with local, state or federal health laws. Aesthetic concerns, even those raised by a Homeowner Association in accordance with its deed restrictions, do not constitute a "necessary" purpose.

I'd like to convert my yard to Florida-friendly landscaping but I live in a deed-restricted community that requires the use of specific plant materials. What can I do?

Florida Statute 720.3075 states that "Homeowners' association documents, including declarations of covenants, articles of incorporation, or bylaws, may not prohibit or be enforced so as to prohibit any property owner from implementing Florida-friendly landscaping, as defined in s. 373.185(1), on his or her land".

The Hillsborough County Extension Office offers a service for community or condominium associations to provide free on-site landscape evaluations to officers or board members of associations and includes recommendations for problem areas. This may be a way to help convince your leadership of the value of using Florida-friendly landscapes in your community. Contact the Extension at (813) 744-5519 ext. 142 for more information.

What is a backflow device and why do I need one?

A backflow device is a mechanical insert in your plumbing system on your side of the meter that prevents a reversal of water flow. Having backflow devices on water connections helps maintain drinking water quality throughout the system to ensure that all customers receive the highest quality water possible.

Prevent potential cross connections or backflow resulting from a garden hose being submerged in a bucket, sink, pond, swimming pool, car radiator, or a chemical applicator attached to the hose by installing inexpensive hose bibb vacuum breakers, commonly available in the plumbing section of home improvement stores, between outdoor spigots and garden hoses.

More information on backflow devices and cross connection requirements can be found at the Florida Department of Environmental Protection website and Sections 26-79 through 26-86 of Tampa Code of Ordinances.

I am making a plumbing repair. Am I allowed to use the curb stop valve in the water meter box to turn off my water?

No, The curb stop is City property and Tampa City Code Section 26-70 prohibits anyone other than an authorized representative of the City from turning off or turning on water at the City's curb stop. Any damage to the City valve, water meter or service as a result of unauthorized use will be billed to the account holder. Customers can call the Water Emergency Service Section at (813) 274-7400 to request a field technician be dispatched to turn off and turn on water at the curb stop. Fees may apply.

The fastest way to shut your water off is to locate your shut off valve (not to be confused with the City's curb stop), typically placed on the side of your home or structure. This valve is usually located in line with the meter box, low to the ground, sometimes behind bushes and on property. It is recommended that every home or structure have its own property shut off valve. This will help minimize water damage to property in cases of emergencies where the water is leaking. If your property does not have one, consider having one installed.

If you are experiencing a leak at a fixture (such as a sink or toilet), there are small shut-off valves located underneath that can be used for a shut down in cases of emergencies or repair.

 

Why isn't reclaimed water available in my neighborhood?

The initial reclaimed water service areas were selected based on their concentration of heavy irrigation and their proximity to the Howard F. Curren Advanced Wastewater Treatment Plant. These factors were important in ensuring the economic feasibility of the project.

For continued expansion it was determined that large users have the highest potential to conserve drinking water and lowest investment cost to connect due to their higher water demands and proximity to the current system.  In September 2008, the Tampa Water Department signed an agreement with the Hillsborough County Aviation Authority (HCAA), the City's first official larger reclaimed water user. The reclaimed water main will be extended to Tampa International Airport and the HCAA is scheduled to begin taking reclaimed water from the City in early 2010, initially for irrigation and then for their cooling towers. The City is installing a reclaimed water main larger than the size needed to meet the HCAA’s demands to allow the City to potentially expand the reclaimed water system around the airport and toward Rocky Point.

In addition to continuing negotiations with other large users, expansion plans are underway in other parts of Tampa as well. The reclaimed water system will be extended to provide irrigation when the Curtis Hixon Riverfront Park opens in 2009; and plans continue to move forward to expand reclaimed water further down Bayshore Boulevard and the surrounding area.

Additional expansion driven by larger users will allow reclaimed water service to expand to the residential users surrounding the new mains. If you are interested in becoming a reclaimed water customer, contact (813) 282-7827 for more information.

Do I need to buy a water softener? What is the hardness of Tampa’s drinking water?

Some companies sell water softeners to reduce the hardness of the water. The softener's purpose is to improve the aesthetics or feel of the water. Using a water softener is a matter of personal preference – but, using a water softener may not improve the safety or quality of water as it relates to health

As water travels over or through the ground, it dissolves naturally occurring minerals such as calcium or magnesium. The ‘hardness’ of water refers to the amount of these minerals in the water. Because calcium or magnesium can prevent soaps from lathering or creating suds, cleaning with water containing high amounts of these minerals is considered ‘hard’ or difficult. Water containing very little calcium or magnesium is called ‘soft’ water. In general, water from wells contains more minerals because groundwater is exposed to the minerals longer.

The hardness of Tampa's drinking water, primarily taken from the Hillsborough River, fluctuates throughout the year -- lower during the wet season and higher in the dry season -- between about 170 to 300 parts per million or 10 to 17 grains per gallon (one grain per gallon equals 17.2 parts per million). Water is considered ‘hard’ water at concentrations above 120 parts per million (Source: USGS).

Hard water is fine to use and drink without a softener. Some people like the way their hair and skin feels when using soft water. Others don’t like soft water because they feel the soap won’t rinse off. People with hard water may notice white deposits on dishes, cooking pots or coffee makers. Some detergents now contain the softening ingredients to reduce and remove these deposits. The calcium in the water can deposit on faucets and shower curtains as a white residue (which is most easily cleaned with a rag soaked in vinegar).

Many water softeners exchange sodium for existing calcium and magnesium in the water and therefore, increase the sodium content of the water. The sodium increase in softened water may be a concern to you. If you are on a sodium restricted diet, you may want to consult your physician. If you already have a water softener, continue to use it or remove the softener from the plumbing in your house. An unused softener can grow bacteria and may be a source of potential water contamination in your home. The softened water may be more corrosive and may harm your water pipes in your house. The resin beads in the water softener slowly break down and these break-down materials sometimes settle as deposits in the toilet tanks and in the water heater indicating your softened water may contain these materials.

The cost of softening water is a factor that must be taken into consideration. Some water softeners have features to reduce water use. On-demand water softening equipment measures the demand and softens water only when needed. These units can save water by eliminating unnecessary regeneration cycles and making the most efficient use of water, salt and energy.

If you are considering installing a water softener, the not-for-profit National Sanitation Foundation (NSF) independently tests home water treatment devices and has a guide to selecting the right household water treatment system to meet your needs online at www.nsf.org/consumer/drinking_water/selecting_dwtu.asp?program=WaterTre.
 

What is a Precautionary Boil Water Notice?

It is a notification that advises customers to boil tap water used for drinking or cooking until tests verify the water is safe. These notices are usually issued because of a required shutdown of our water distribution system due to scheduled maintenance or an emergency repair. Shutting down the system can cause a loss of water pressure that could allow contaminants to enter. We issue boil-water notices as a precaution even when contamination is unlikely.
 

During the notice, boiled water should be used for any activity that may result in ingestion or contact with mucus membranes or broken skin. Consumption includes brushing teeth, washing fruits and vegetables, and homemade ice. Tap water may be used for showering, baths, shaving and washing, so long as care is taken not to swallow or allow water in eyes or nose or mouth. Children and disabled individuals should have their bath supervised to ensure water is not ingested. The time spent bathing should be minimized. Though the risk of illness is minimal, individuals who have recent surgical wounds, are immunosuppressed, or have a chronic illness may want to consider using bottled or boiled water for cleansing until the notice is lifted. Individuals may wish to contact a health care provider for specific recommendations.

Businesses and other non-residential sites should take steps such as posting notices at or disabling water fountains and ice machines during the notice. If you provide water to visitors or employees, use commercially produced bottled water for drinking or beverage preparation (coffee). Food service operations have additional requirements from their regulatory agency.

The Center for Disease Control (CDC) has online fact sheets for dentists and healthcare practitioners in boil water notices areas available at www.cdc.gov/OralHealth/infectioncontrol/factsheets/boilwater.htm and emergency.cdc.gov/disasters/watersystemrepair.asp.

Why do these conditions call for boiling water?

Water pressure keeps pollutants from entering the underground pipes that bring drinking water to your house or business. When the pressure is lost, contaminants can seep into the pipes. This might allow pathogens (disease-causing germs) into the water that can cause illness if one drinks it or prepares food or beverages with it. The risk is higher for infants, the elderly and persons with immune deficiency disorders. So, as a precaution, it is important to disinfect tap water to kill any bacteria or viruses that may have entered the water, or use an alternative source of water (bottled water). The Tampa Water Department issues boil water notices even if the possibility of contamination is remote because we do not want to take any chances with your family's health.

What does boiling water accomplish?

Boiling is considered the safest and most effective method of water disinfection. The Centers for Disease Control (CDC) and the U.S. Environmental Protection Agency (EPA) have indicated that a rolling boil for a period of one minute is sufficient to render drinking water microbiologically safe, free of bacteria, viruses, and protozoa. The flat taste of boiled water can be improved by aeration: pouring it back and forth from one container to another. In lieu of boiling, you may purchase bottled water or get water from another suitable source.
 

The CDC has additional information on treating and storing drinking water during water-related emergencies available online at www.cdc.gov/healthywater/emergency/safe_water/personal.html.

How does the Tampa Water Department inform customers about boil water notices?

 
We hand deliver Precautionary Boil Water Notices door-to-door to the affected area. We also notify the local health department and Florida Department of Environmental Protection (FDEP) with every occurrence. The same method is used to notify customers that the notice has ended. Specific questions regarding a notice can be directed to the contact number on the notice or the Tampa Water Department Emergency Repair and Service Section at (813) 274-7400.
 

What does the Tampa Water Department do during a boil water notice?

After the water system is repaired, and the pressure is restored in the pipes to your home or business, the precautionary boil water notice will remain in effect for one to several days while bacteria tests are conducted to assure the safety of the water. The notice will be lifted (rescinded) only after tests prove the water is safe to drink.

What should the customer do after the boil water notice is lifted?

After the boil water notice is lifted, flush the water out of your distribution lines. Start with an outdoor faucet furthest from your meter and flush all outdoor faucets. Run hot water through each indoor faucet until you notice a change in water temperature. Remove the aerator before flushing kitchen and bathroom sink faucets. Run enough hot water to flush the hot water heater. If you have an automatic ice maker, empty the ice tray several times to ensure that the line to the ice maker is flushed. More information is available in online fact sheets produced by the Center for Disease Control (CDC).

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