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.
How could I have used this much water?
You could possibly have a leaky toilet or faucet that's difficult to detect. Just call the office and we'll work with you to solve the problem.
What do I do if I am experiencing low pressure?
Check your meter and the surrounding area for possible leaks. Next, call our office and report low pressure for your area.
Why is my water discolored?
A repair could have been completed recently allowing air to enter the line, causing the milky look.
What chemicals does our utility district add to the water?
Ellis Water does not treat the water we distribute. We purchase finished or treated water from the City of Linton.
My water tastes, looks, and smells funny. Is it safe to drink?
All public water systems are required to maintain a minimum chlorine level of 0.2 mg/L by state law. Our disinfectant levels are tested daily to ensure safety.
Why does debris come out of the faucet when running hot water?
Most likely your water heater needs to be flushed. CAUTION: Most manufacturers recommend hiring a professional to flush your water heater. If you plan on doing this yourself, read the owner's manual to keep from being hurt and or damaging the water heater.
Why do I have a previous balance when I know I sent in my payment?
We may have received it after the due date or we may not have received it at all. Call our office and we will help you solve the problem.
How do I check for a leak?
The easiest way to check for a leak is to first ensure that all the water is turned off in your home. Don’t forget to check the clothes washer or dishwasher. Go out to your water meter pit and remove the lid. You meter will show a flow in GPM. If this number is anything but 0.0 it indicates that water is passing through the meter, and that you probably have a leak. To isolate the leak further, turn off the water right where it comes into your home. Go back to the meter and see if the triangle is still moving. If there is no movement, this means the leak is inside the home. If the triangle is spinning then the leak is in between your home and the meter. This process can also be repeated for water lines with shut off valves that got out to barns, yard hydrants or other dwellings.
Yard hydrants are also primary culprits for leaks. To check a hydrant for leaks simply place your ear against the handle and listen. If you hear a hissing sound this indicates a leak at the bottom of the hydrant.
What do I do if I think I have a leak?
Ellis Water is responsible for leak repairs from the meter to the main. It is the responsibility of the customer for any leaks that occur from the bottom of the yoke or setter to their home, hydrant, or other dwelling. We ask all customers to notify Ellis Water if you do find a leak and to check if you are entitled to a leak adjustment.
Customers are authorized to access the meter pit to turn the meter off in the event of a leak. If you do not own a meter wrench, a crescent wrench works well to turn the tabs of the shutoff valve located on the top of the setter in front of the meter. Turn the tabs clockwise to turn the meter off .
When are late fees added to my bill?
Water bills are sent out at the end of each month, and are due on the 16th. All payments received after that date are subject to the late fee. If the 16th falls on a weekend or Holiday fees are assessed at the opening of the next business day.
What if I did not get a bill?
Water bills are sent out at the end of each month, and are due on the 16th. If you have not received a bill by the 5th day of any month you should contact the office to find out your amount due. Ellis Water is not responsible for mail delivery, checks in transit and/or checks lost in transit. Failure to receive a bill is no excuse for non-payment.
What do I do when my water has been shut off?
Shutoffs are made on the 17th day of each month for those customers who have received a shut off notice. If the 17th falls on a Friday or Federal Holiday it is moved to the next business day. Shut offs can occur at other times due to previous arrangements or obligations made with Ellis Water but were not completed. These shutoffs can occur on any date or time. If customers require more time to pay their bill please review our policy on Payment Extension Request.
- Failure to make payments in a timely manner. If this occurs, then full payment of the outstanding bill must be paid plus a $50.00 re-connect fee. Payment must be made by cash, credit card, or money order. Checks will not be accepted. The re-connect fee after normal business hours increases to $75.00 and is at the discretion of the manager.
- Failure to pay a shut off notice. Shutoff notices are usually sent out around the 8th or 9th of each month to all customers who are at least 30 days delinquent and owe more than $10.00. The customer has until the 16th day of that same month to pay the bill or ensure that payment has reached the office. FULL PAYMENT must be made if you received a shut off notice. If your service is disconnected for failure to pay the customer is required to pay his bill in full plus pay a re-connect fee of $50.00 or $75.00 if after normal business hours. Funds must be paid either by cash, credit card, or money order. No personal checks.