Q1. Is there currently a water ban in effect?
Yes, on October 5, 2007 the Board of Water/Sewer Commissioners voted to extend the seasonal water ban until further notice. The ban begins on May 1st and remains in effect until October 1st of each year. Underground Irrigation Systems are NOT permitted for use at any time during this ban; only hand-watering is permissible. Click here for the current Water Ban Guidelines.
Q2. Why are my water and sewer charges so high?
There may be several reasons for this: a new rate change, outside water use such as for lawn care or pools, or an internal water leak such as a running toilet or dripping faucet. The Public Service’s Office has free toilet leak detection dye tabs available to all residents, or you can place a few drops of food coloring into the toilet tank and wait to see if any color leaches into the bowl. If the dye reaches the bowl on its own without any flushing, then you have a toilet leak which, more often than not, is an affordable fix such as a flapper replacement.
Q3. I have a question about my water and sewer bill, how can I get help?
By calling the office at 508-533-3208 or visiting in person, our staff will gladly assist you in explaining the bill or rectifying any errors. There is an abatement policy set by the Board of Water and Sewer Commissioners that allows a resident an Abatement/Adjustment Request Form for any mistakes on billing, major water leaks, or unoccupied properties with no recorded usage. Abatement applications are reviewed by the Board of Water and Sewer Commissioners at their next meeting, and requests for adjustments are reviewed by the DPS
Customers who file abatement applications or requests for adjustments are required to have paid all uncontested prior bills (including penalties and interest, if applicable), and also make a payment on the current contested bill at least equal to prior billed amount. The request for an abatement or adjustment must be received in the Public Services Office within 60 days of the date of the bill in dispute. Please note that applications for invoices past the due date still continue to accrue interest and penalties. Only the abated or adjusted portion of the bill will have the interest removed from the balance. In these cases it is generally in the customer’s best interest to pay the bill in full as soon as possible even if prior to the abatement ruling, and wait for a credit to be granted if abatement/adjustment is
Q5. My meter is making a strange noise, is this normal?
When water is being drawn into the home it is normal to hear some low ticking at the meter, but it should not be loud enough to be disruptive. A meter makes a certain amount of noise due to its moving parts. When water comes into the meter it pushes a piston around a fixed point which in turn moves a magnet that moves a dial. If your meter is making enough noise to cause a disturbance in the dwelling then please call our office at 508-533-3208 and we will send a technician to inspect your meter and potentially swap in a new one.
Q6. Does my water and sewer bill go towards my taxes?
No, the water and sewer bills are based on consumption and are deposited into separate enterprise funds used solely to fund the water and sewer budgets. Water and Sewer Permit Fees are also deposited into to their respective enterprise funds as well.
Q7. I am selling my property, is there anything that I need to do with the Water and Sewer Department before the closing?
Yes, please call the office at 508-533-3208 to schedule a final water and sewer reading. There is a $40 service fee and we require at least two business days notice. The readings are generally performed 2-3 days before the closing.
Q8. I just purchased a property in Medway, is there anything that I need to do with the Water and Sewer Department to activate my utility account?
Yes, a new owner form is required to start the new owner on the account. We request that we receive this within 1-2 weeks after the closing in order to ensure all correspondence can be addressed to the correct person(s).
Q9. I have a water leak before my meter, is the Town responsible?
The homeowner is responsible for the water pipe, including the inside shut-off valve out to the outside curb valve (generally near the property line, but location can vary). The Town is responsible for the outside shut-off valve and the remaining piping going from this valve to the water main. The Town is also responsible for the actual meter and any reading equipment. No person(s) other than an employee of the Town of Medway may tamper with either the outside shut-off valve, the meter or the reading equipment, or be subject to a fine.
Q10. What should I do if I am experiencing discolored (brown) water?
Please contact the office at 508-533-3208 to report any discolored water issues so that we can let you know of any unexpected water emergencies in your area. If there are no reasons for the discolored water we will work to lightly flush hydrants to clear up the discolored water. In many cases we will instruct homeowners to wait until any water disturbing work has ended, and then run their water through the bathtub faucet for a few minutes until the water begins to clear.
Q11. What should I do if I suddenly lose pressure or have no water at all?
Please contact the office at 508-533-3208 to report any loss of water pressure so that we can let you know of any unexpected water emergencies in your area. If there is no reason for the loss of water then we will set up a service call to come and inspect the cause of the problem at you property. A potential cause can be water leak in the street or on your service line. We will assess the problem and let you know if it is the Town’s responsibility to repair.
Q12. Does the Board of Water and Sewer Commissioners hold regular meetings open to the public?
Yes, the Board meets monthly and is always open to the general public. Resident participation is welcome and if we are made aware of your intent to attend in advance, we will place your topic earlier on the Agenda. Please contact the office at 508-533-3208 or check this website for the next scheduled meeting and location.
Q13. I want to connect to Town Sewer or Town Water, what do I have to do?
First you need to find a contractor who is a licensed drain layer in the Town of Medway. We can provide a list of active licensees, and any new contractor is able to apply for a license. Water or Sewer Permits must be pulled by either the home owner or contractor and returned with the correct fee to the DPS office. If work requires any digging in the public way a Street Opening Permit must also be pulled, and consists of a calculated non-refundable fee and refundable deposit (one year after completion of job). Additionally, a Trench Permit must be pulled for any excavation deeper
than 3 ft, which generally all water and sewer jobs will be. Please contact the office at 508-533-3208 for information about which permits are required and how much your fees will be.
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