FREQUENTLY ASKED QUESTIONS

1. Where does your water come from?

2. Is fluoride added to the water?

3. What is an average two-month water bill?

4. What payment methods does the City offer?

5. What is EFT? And how do I sign up for this FREE service?

6. Do you know where your water meter is located?

7. Are you experiencing water pressure problems?

8. How do you detect water leaks?

9. What are the sprinkler system requirements?

10. How do you read your water meter?

11. Any water conservation tips?

Q. Where does your water come from?

A. The City of Hillsboro Utilities Commission strives to provide the cleanest and softest water in the nation. Your tap water comes from the Coast Range, where it is collected in the Barney Reservoir, released into the upper Tualatin River and filtered or treated at the Cherry Grove or Joint Water Commission plants. The treatment plants operate 24 hours a day, 365 days a year. The water is routinely tested and passes all federal drinking water standards. Each year, all customers receive a water quality report containing information about where your water comes from, results of the federal and state regulated tests, and other water quality data. Please call (503) 615.6732 to request a copy or click here to download the most recent Water Quality Report (Requires adobe acrobat reader). Water Quality Newsletter

Q. Is fluoride added to the water?

A. The City of Hillsboro water is not fluoridated. Please check with your doctor or dentist about fluoride supplements for you and your family.

Q. What is an average two-month bill?

A. The average residential household typically has a 5/8 meter and uses approximately 1600 cubic feet over a two-month period. The average, residential, bi-monthly bill would have the following charges:

Q. What payment methods are available?

A. The following convenient bill paying methods are available: cash, check, cashiers check, money orders, and Electronic Funds Transfer. Debit cards or Visa and MasterCard payments are accepted over the counter or through Utility Billing On-Line. Our office located in the Hillsboro Civic Center, 150 E Main Street, Hillsboro, OR 97123-4028.

If mailing your payment please use the return envelope and include the payment stub to ensure proper credit.

In addition to mailing your payment, you may pay in person, or leave your payment in the drop box located in the south parking lot of the Civic Center off Washington Street.

Q. Does the City offer Electronic Funds Transfer?

A. Electronic funds transfer, or EFT, allows your bill to be deducted from your financial institution, no earlier than the due date on your bill. If you would like to sign up for this FREE program, please call the Utility Billing office at (503) 681.6163 to request the EFT sign-up form. Or click here to print the EFT sign-up form, complete and mail the form to us at the address indicated on the form.

Q. Do you know where your water meter is located?

A. Water meters are placed in the ground, usually at the edge of the lawn, near a sidewalk or the street. Most people are not aware of the fact that the water meter is located within the utility easement of their property. When landscaping or fencing your yard, know where your water meter is and keep any landscaping a safe distance from the meter box.

• Your meter should be kept clear of shrubbery, trees and low growing bushes.
• When planting trees keep in mind that tree roots can become entangled around the underground pipes increasing the possibility of pipes breaking which can result in water leaks that could go undetected for some time.
• Shrubbery can become bushy and hinder the ability of the City meter reader to read your meter.
• Customers who already have established landscaping are encouraged to trim their plants to allow clear access to the meter box.

The next time you are working in the yard, take a few minutes to check the area around your meter box and ask yourself the following questions:

• Is the meter box easily seen or identifiable from the street?
• Do you need to trim shrubs, tree limbs or move any obstructions out of the way in order to access the meter box?
• Do you have to duck down and/or crawl to be able to read your meter?

If the answer to any of the above questions is "yes", our meter reader will have trouble finding and/or reading your water meter. If this happens frequently on a meter reader's route, this means more time is spent by the meter reader having to clear away landscaping in order to access the meter box to read the meter. This may ultimately result in higher costs to provide water services which would be reflected in future water rate increases.

Please remember to call the City Water Department at (503) 615.6732 to find out the location of your meter box and where the City-owned water lines are prior to digging.

Q. What to do if you are experiencing water pressure problems

A. Occasionally, you may experience an increase or decrease in your water pressure. There are many possible causes of this problem including, but not limited to, air in the water lines, faulty plumbing fixtures, or a defective regulator valve.

Air in the lines is usually associated with construction in the area or a change in your water supply, such as your meter being turned off for repairs. Symptoms include water "spitting" out of the faucet, cloudy or milky looking water, or rusty colored water. If you experience any of these, run at least two faucets on full-force at opposite ends of the house for approximately 5 minutes. This will help push the air pocket out of the water line. If the problem continues to persist, please call the Water Department at (503) 615.6700.

Low water pressure in one area of your home is usually caused by a faulty plumbing fixture.

Example: If the kitchen faucet works fine but the clothes washer seems to take a long time to fill, the problem could be the line to the washer or the clothes washer itself.

The same can be said for other problems in the house such as showers, toilets, sinks, etc. If low water pressure is an on-going problem, you might want to contact a plumber or try to identify the problem and make the repair yourself.

Another common water pressure problem is a bad or faulty water pressure regulator. If the water pressure seems unusually low throughout the house or if your water pipes tend to rattle when certain fixtures are turned on, the City may need to replace your regulator valve. If you are experiencing these problems please call the City Water Department at (503) 615.6700.

Q. How to check for Leaks?

A. Water leaks are costly and wasteful. Reading your water meter is the best way to determine if you have a water leak. Calculate how much water you have used since your last meter reading by taking your current meter reading and subtracting the previous reading found on your most recent bill. Compare this reading to previous bills to determine if the current reading is consistent with prior readings. You will have to factor in the time period covered by your most current reading. The reading from your bill typically covers a 60-day period. Unusually high readings that are not consistent with any previous water usage history are usually indicative of a water leak.

Example: Look at your most recent bill, the reading labeled "Present" will now be the previous read. Let's say that reading was 3906. Take the current reading from your meter, let's say it is 3918. Subtract the 3906 from the 3918. The amount of water used since your last reading is 12 (3918 - 3906) hundred cubic feet (ccf) or 12 units of water used or 8,976 gallons (12 x 748 - there are 748 gallons in 1-unit of water). Compare the 12ccf to readings from previous bills.

Other ways to detect water leaks include:

• To detect a silent toilet leak, put several drops of food coloring in your tank. Don't flush for 10 minutes. If the color appears in the bowl, there is a leak.
• Look at your meter. Most meters have a colored 'telltale' indicator. If you see the indicator moving when the water is turned off, you probably have a leak.
• If your meter does not have a telltale indicator, note the position of the "sweephand" and the numbers. Wait 30 minutes without using any water, then look again. If either the "sweephand" or the numbers have moved, then you probably have a leak.

The City has a policy of issuing partial credits for first-time leaks that are repaired in a timely manner. Generally, leaks are expected to be repaired by the customer within 10 days of discovery or notification from the City. A Request for Adjustment Due to Water Leak must be completed, the form is available in PDF format here. Mail, fax, or bring the completed form, along with supporting documentation such as a plumbers bill, parts purchased, etc., to the Utility Billing office.

Q. Sprinkler System Requirement (also referred to Cross Connection requirements)

A. If you have a sprinkler system connected to the public water supply, you are required to have a device, called a backflow prevention assembly, installed that will prevent contaminants from flowing back into the drinking water supply. In order to protect the public from any health hazards, all backflow prevention assemblies must meet state law and the City's plumbing code. You are also required to have the device inspected annually. Testers must be state certified and a partial list is included with the reminder letters sent out by the City's Water Department.

If you have a sprinkler system, or are planning to install one, please call the City of Hillsboro Water Department for a free brochure about blackflow prevention requirements at (503) 615-6703.

Q. How to read your water meter

A. Your water meter is the best way to check how much water your household is using and to also help you detect any water leaks. Locate your meter box and look at the meter dial, read the numbers on the dial from left to right (similar to reading an odometer). The meter also has numbers around the dial, like a clock, but you do not need to "read" any of those numbers. In addition, the meter has what is referred to as a "sweephand" that rotates when water is being used. How fast the "sweephand" rotates is how much water is being used at that point in time. After reading your number, simply subtract the last reading listed on your last water bill statement from the current reading on your meter.

Water Conservation Tips

• Turn off water while brushing your teeth, shaving, or washing dishes.
• Install a low-flow showerhead.
• Keep water in the refrigerator for an instant cold drink.
• Fix leaks and replace worn washers in faucets and showerheads.
• Landscape with low-water plants.
• Wait for full loads in the dishwasher and washing machine.

Water conservation is a good way of life. Let's practice it together.

Click here for more Water Conservation tips.