F.A.Q.

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 972-551-6600 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. Payment can also be conveniently made online. Refer to the Online Bill Pay link.

5. How long does it take my payment to get to the Water Business Office?

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. There will be a late fee added to your bill for failure to pay on time.

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 972-551-6600 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 469-474-2700 .

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.

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 up to one-half of a single monthly bill. We will review the usage during the same time period the previous year and determine 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. Fluoride can naturally occur in water and is also added by North Texas Municipal Water District to adjust the level below what is set by EPA. Fluoride is recognized by the American Dental Association as a deterrent to tooth decay based on over 70 years of scientific research, especially in young 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 moderately hard.

16. Where does the water we use come from?

The water in Terrell is supplied by North Texas Municipal Water District (NTMWD) and primarily is sourced from Lake Tawakoni. NTMWD started a new water treatment facility in 2015 which receives water solely from Tawakoni. Lakes Lavon, Texoma and Chapman are alternate sources treated at the Wylie Plant in the event Tawakoni is temporarily shutdown.

17. Is the water tested?

Absolutely. Water Quality staff test multiple locations throughout the system daily. More extensive monthly and quarterly tests are conducted by both City staff and companies contracted by TCEQ. There are approximately 5,000 tests conducted annually. A Consumer Confidence Report is published every June and mailed to all customers. The most recent report is available at this link. 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 unusual.

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.)