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Water Service / Billing

Show All Answers

1. How do I activate water service?

To access information on how to activate water service in the City of North Richland Hills, please review the instructions and application found in the following link:
Establishing New Service

2. Do you estimate my bill? I can tell no one has raised the lid on my meter box.

The City reads the meters on a monthly basis and only estimates a meter if the meter box is inaccessible for variable reasons such as a vehicle on the meter box, gate locked, or covered by debris.

It is not necessary to raise the lid on the meter box to read the meter as the meters are read electronically through a device called a "Transponder” located on the top of the meter. Readings are then transmitted to the computer in the meter reading truck. The meter is read manually if the computer is unable to read the meter due to a tamper code or malfunction and generates a missed read error message.

3. Why is my bill so high?

Bills increase for variable reasons, listed below are some of the most common: 

• Leaks – toilet, faucets, slab, pipe, etc. 
• Sprinkler System – leak, incorrect settings or broken sprinkler head. Also, if there has been a power outage and your sprinkler timer’s back-up battery is missing or dead, you may lose all of your program settings and the default settings can become active, which can potentially increase your watering days and watering times.
• Outdoor watering hose left running.
• Frequent refilling of swimming pool. Evaporation, wind and splashing can cause up to 1/4" to 1/2" loss of water per day in the summer and 1/8" to 1/4" per day in the winter. For pools that have automatic refillers, owners often fail to notice the amount used until their next water bill arrives.
• Occupancy increase - Kids home during summer break, house guests during the holidays, etc.
• Changes in daily behaviors - Hotter weather may result in extra showers, children playing in sprinklers, etc. to cool off from the summer heat.
• Theft of service.

If you would like to have your meter read again or its devices checked, contact the Water Department at 817-427-6200.

4. How much water does my sprinkler system use? 

The amount of water irrigation systems use depends on a lot of factors including the number of and type of sprinkler heads the system has, and the amount of minutes that they are on. The only way to know for sure how much water you are putting on your lawn is to read your water meter. 

1. Open your meter box lid and take a picture of the dial prior to starting irrigation. 

2. Run your irrigation system for the amount of time you normally do. 

3. Once your irrigation cycles are completed, take another picture of the dial. 

4. Subtract the first reading from the second reading to calculate the amount of water used. This is how many cubic feet of water are going through your irrigation system for one watering. Multiply the amount by 7.48 to convert the amount of water used to gallons. 

5. Multiply by the number of days to you water your lawn each month to see how much your irrigation system use is adding to your monthly water bill. 

5. How do I know if my sprinklers are wasting water?

Most homeowners catch indoor leaks quickly, but outdoor leaks and problems can be harder to find, especially with your irrigation system. Performing irrigation troubleshooting checks to determine if you have a leak or malfunctioning system can help you conserve water and save money. Irrigation systems should be checked and fixed on a regular basis. We recommend you visually inspect your sprinkler system once a month and have it checked by an irrigation specialist at least once a year. Here's what to look for: 

Irrigation Controller 

Look at the controller is to make sure the programming is reasonable. Sometimes an irrigation controller loses its programming due to loss of power, and goes on default, which may be the totally wrong schedule for your lawn.  Routinely checking your controller’s programming and time clock can ensure you are watering at the appropriate time of day, times per week and for the a reasonable amount of time.

Sprinkler Valves 

Locate and check each of your valve boxes. Are they flooded or dry? They should be dry. If they’re wet, and it hasn’t been raining, check them carefully for worn parts, loose wiring, or water leaking out between fittings. 

Sprinkler Stations 

Turn the stations on one by one and look for these indications of wasted water:

• Water geysers – which indicate broken or missing sprayheads.
• Water spurts in the space between sprinkler heads – indicating a broken pipe (lateral line) that has already blown out the soil above it.
• Flooded areas between sprinklers – can indicate a slow, steady leak in a lateral line underground. You will have to dig down to find the actual spot.
• Spurts of water at the base of a sprinkler – indicating a broken seal where the nozzle or riser meets the supply line beneath.
• Floods around the base of a sprinkler – grass may need to be cut shorter or a short riser replaced with a taller one. Also, could be an old valve that is not shutting off properly. 
• Misaligned sprayhead – shoots water into a nearby obstruction or over the sidewalk or driveway, instead of grass. The sprayhead needs to be realigned. 

Keep in mind, if there are any breaks or loose fittings underground, the water loss may not be visible. Because water naturally flows in a path of least resistance and gravity pulls it down, many underground leaks do not appear on the surface of the ground. If your water usage has been unusually high, and you suspect an underground irrigation leak, consult an irrigation specialist. 

Visit http://www.savetarrantwater.com/ to find a DIY video library of common sprinkler repairs. 

6. How do I check for a water leak?

Listed below are steps to follow to test your meter to find out if you have a water leak: 

1. Test should be conducted for a thirty minute period, during which time no water is being used on the property. 

2. Find your water meter. It is usually located in the front of the house in a covered box near the street. 

3. Write down the numbers indicated on the meter at the start of the test. 

4. Return to check the meter reading after 30 minutes have passed. 

5. If the numbers have not changed, you do not have a water leak. If the numbers have changed, continue with the following steps: 

6. Shut off the valves under all toilets in the house, and repeat steps 1-4. 

7. If the numbers have not changed, you may have a running toilet that should be serviced. If the numbers have changed, this indicates water consumption even though water was not being used during the test. A plumber may be required to locate and repair the leak.

7. Will the City credit my bill if I have a leak?

The City allows leak adjustments on accounts where the usage increased due to an underground pipe burst or hidden leak. Leak adjustments are not given for toilets, faucets, or issues with sprinkler systems. Proof of repair such as a plumber’s bill indicating the date and location of the leak must be submitted to the Water Department for consideration of a leak adjustment. Adjustments are only allowed on 50% of the excess amount above normal usage and calculated at the current volume + pass through rate.

8. Can I get a discount when I fill my swimming pool?

The City does not give a discount on the water bill. If the pool is filled anytime between December – March, it can be taken into consideration (upon request) when the sewer average is calculated for billing. If you fill a pool during the aforementioned time period, send written notification via mail, fax or email to the Water Department. The notification should include the date the pool was filled and request review of your sewer average. Notification must be received prior to April 1.
Water Department
PO Box 820609
North Richland Hills, TX 76182-0609
Email: customerservice@nrhtx.com
Fax: 817-427-6202

9. How do I calculate the cost to fill my swimming pool?

To determine how much it will cost to fill a swimming pool, it is necessary to convert the number of of gallons it takes to fill your pool to cubic feet then multiply by the current water volume and pass through rates.
Example:
• Pool volume = 40,000 gallons / 7.48 = 5,347 cubic feet/100 = 53.47 ccf
• Volume cost = 53.47 x current volume rate
• Pass Through cost = 53.47 x pass through rate

This is a quick estimate of cost and will vary depending upon the minimum volume included in your base rate which is not included in the above calculation. View the current rate schedule by clicking the link below for more information.
Rates

10. Why is the billing date different each month?

The City is divided into eight zones referred to as billing cycles. The service address determines which billing cycle the account falls in and billing occurs according to the following schedule:

Cycle 11 - First Tuesday
Cycle 12 - First Friday
Cycle 13 - Second Tuesday
Cycle 14 - Second Friday
Cycle 15 - Third Tuesday
Cycle 16 - Third Friday
Cycle 17 - Fourth Tuesday
Cycle 18 - Fourth Friday

The billing date will vary according to the day of the month that the above schedule falls on.

11. Where can I pay my bill?

The City has several payment options available for your convenience; whether you want to pay in person, by mail, online or by telephone. Click the link below for more information on “Payment Options”. Payment Options

12. Is there a charge to pay my bill with a credit or debit card?

No Charge; The City offers this service free of charge as a convenience to customers.

13. Can I sign up to have my bill automatically debited from my credit card?

Yes, auto-pay with a credit or debit card as well as with a check is available through Paymentus, the City's online payment provider. In addition, the City offers a separate automatic draft service with a checking account through its billing system. This service is free of charge and the bill drafts on the due date of the bill, thereby eliminating penalties due to late payment. If you are interested in our automatic bank drafting service, click on the link below for the bank draft form, complete it and return return with a voided check to the following address:
Water Department
PO Box 820609
North Richland Hills, TX 76182-0609
Automatic Bank Draft Form

14. Can I pick the date that my account is to be drafted?

Yes, but only if auto pay is set up through the online payment service. If auto pay is set through the billing system, the draft date must remain the same as the due date on the bill. This will prevent penalties from applying and overlapping in billing.

15. Will the City accept a temporary check as payment of the bill?

The City does not accept temporary checks as payment of the water bill.

16. Why is my bill forwarded each month?

When your bill is forwarded it is typically due to a change of address on file with the Post Office. If someone has recently moved, check with the Post Office and see if they have an “Individual Move” or “Family Move” on file. An "Individual Move" will only forward the mail for the person listed, but a "Family Move" will forward the mail for everyone with the same last name. You can visit the local post office to get this corrected or contact the Postal Service Consumer Affairs Office in Fort Worth at 817-317-3623.

17. My water has a milky or cloudy appearance, is it drinkable?

Water customers may notice a cloudy appearance to their water from on occasion. This is merely due to air trapped in the water which can occur when repairs are made to our water mains. The repair process traps air in the water lines, giving the water a cloudy or milky white appearance when it is drawn from the tap. After sitting for a few minutes, the cloudiness will dissipate as the air bubbles break apart. The water remains safe to drink. If the cloudiness persists for more than a day or two, contact the Public Works Utility Division at 817-427-6440.

18. My water has a different odor and taste, is it drinkable?

The City’s drinking water meets all Federal (EPA) standards and is safe to drink. Our water is supplied by the Fort Worth Water Department and the Trinity River Authority. According to Fort Worth and TRA, the taste and odor of the water may change from time to time because of an increase in the water supply of a naturally-occurring organic compound called geosmin. While the presence of geosmin may be easily detected by the average person, it is not toxic or harmful. The water remains safe to drink.  

When geosmin levels are high, Fort Worth and TRA do make adjustments to ozonation levels and other treatment processes in an effort to improve the taste and odor. Customers may also improve the taste of their drinking water by refrigerating the water in an open container or adding a slice of lemon or lime. 

19. Will the City provide trash containers?

The City does not provide trash containers. Trash must be containerized in a can, bag or box not larger than 33 gallons and weighing less than 50 pounds.