Policies

Disconnect Policy for Non-Payment:

  • Bills are mailed monthly.  Should you receive a monthly bill reflecting a previous/past due balance your account will be subject for disconnection after the due date.
  • After the due date you will receive an automated call referencing the date service will be disconnected.
  • If you are unable to pay your bill by the disconnect date, please call our office (205-620-6420) to make payment arrangements to bring your account to a current status.
  • If your service has been disconnected for non-payment a disconnect fee of $50.00 will be added to your account.
  • All charges on your account must be paid in full for service to be restored.  Once service has been disconnected we cannot accept a check.  Payment will need to be made with cash, cashier’s check, money order, Mastercard, Visa or Discover.  If payment is received in our office before 3:00 p.m. service will be restored the same day.  Payments made after 3:00 p.m. and before close of business at 4:00 p.m. service will be restored the next business day, unless you wish to pay an additional $37.50 After Hours Fee to have the service restored same day.  If you wish to make an online payment to restore service, please contact our office after submitting payment for service restoration.
  • Please remember to keep your phone numbers and email addresses current in order to be notified of water disconnections.  You may up-date your account online through “View, Manage, Pay” or by emailing to pww@pelhamonline.com. This email is checked during regular business hours, Monday thru Friday.

High Usage:

  • If your water bill unexpectedly increases but your water usage patterns have not changed, following some of the simple steps below may help determine why:
    •  Locate your meter in front of your home/business by the street in a black or concrete box.  Verify the reading on the meter.   The reading should be equal to or slightly higher than the reading on the most current water bill.  If the reading is less than on the bill, please contact our office at 205-620-6420.  If the reading is higher let’s move on to the next step.
    • A leak indicator is positioned between the 7 and 8 on the dial.  The indicator will vary in shape and color.  If it is moving when no water is being used in or outside the home/business that indicates water loss. (Skip to water loss section).    If it is not moving continue on.
    • Record the reading from your meter, do not use in water in or outside your home/business for at least 2 hours and check the reading again.  A change in the readings indicates water loss. Leak indicator Leak indicator is located to the left of the center of the dial – between 7 & 8.
  • Water loss could be inside or outside the home/business.
  • Check toilets.  If the leak indicator is turning, turn one toilet off and recheck leak indicator for movement and continue until all toilets have been checked.  A dye test can also be performed by flushing toilet and while tank is filling add 2 or 3 drops of food coloring to the water in the tank.  Wait 15-30 minutes.  If water in the bowl changes colors, then the flapper needs replacing.  Be sure to flush and clean the bowl of food coloring to avoid stains.
  • Check faucets, under sinks in kitchens and baths.
  • Check ice makers.
  • Check water heaters.
  • If all inside sources have been checked you may need to go to outside sources; faucets, irrigation system or water line between home/business and meter.  Turn the valve off to the home/business located in a garage, basement, where the water enters home/business or located by the water meter.  If the leak indicator continues to move, that would indicate a leak on one of your outside sources.

Leak Adjustment Guidelines: The City of Pelham Water Works offers courtesy assistance in the event a customer experiences a substantial increase in water use due to a water leak.

General Guidelines:

  • The customer must submit a completed Leak Adjustment form provided by the City of Pelham.  Leaks must be repaired prior to review of the account.
  • Applicant must have been a customer of the City of Pelham for at least a six-month period at the address being considered.
  • No more than one leak adjustment credit per a twelve month period will be provided.
  • Your utility account must be paid in full and kept current until the leak adjustment is reviewed and a decision has been made.
  • Receipts of repair must be submitted, if applicable.
  • Non-eligible request would included:
        • Outside faucets that have not been turned off properly.
        • Leaking hose pipes.
        • Toilets that have been turned off and not repaired.
        • Irrigation systems turned off and not repaired.

      Calculating Leak Adjustments:

      • When a request has been approved for an adjustment, your average ‘normal’ monthly use is calculated based on your prior use history for the past twelve months.
      • A credit is then given for those units used above this average ‘normal’ use.  The excess units are then credited at a lower rate than the actual billing rate.
      • Request for Water Leak Adjustment Form