Q. Where is the billing and customer service office located?
A. The Water District's billing and customer service center is located at 100 Water Drive, ¼ quarter mile east of Highway N on the south side of Highway 40/61. For your added convenience, we have a drive-up window under the canopy, near the office's front door. Just follow the arrows to the drive-up window and a customer service person will be with you in moments.

Q. How often are water and sewer bills sent out?
A. All Water District customers are billed on a monthly basis. The date your bill is sent, received and due is set in accordance with your location and the billing cycle you are in.

Q. Is my water meter read every month?
A. Yes, customer service personnel read your water meter each month except in times of severe cold or heavy snowfall. Customers are billed for the water they used the previous month based upon the monthly meter reading which shows us your past month's actual water use.

Q. Why do I have to pay a security deposit to set up a new account when we have a good credit record?
A. Each new customer of our District is required to pay a deposit. The deposits help assure that all customers pay for the services received even if customers move out without notice or without a forwarding address. Deposits help keep the costs down for all customers. The Water District is a nonprofit organization.

Q. When do I get my security deposit back?
A. Security deposits are automatically applied to your bill as a credit once you have 2 years of on time payments on your account.

Q. Do you have budget billing?
A. At this time we do not offer budget billing. However; if you wish to pay early for a heavy month of lawn watering or other similar high water use period, you may pay ahead on your account.

Q. Can I change my billing date, meter read date or due date?
A. These dates are set depending upon your geographic location. Customer service personnel read water meters on set schedules within a particular area. In order to keep costs down, we cannot customize meter reading dates, billing dates or due dates on an individual basis.

Q. Is trash included in my bill? Can I pay my trash bill to you?
A. No, the Water District only bills and collects for the water and sewer services that it provides.

Q. What are your office hours?
A. Our regular office hours for conducting official District business, answering billing inquiries, and scheduling and discussing customer service requests are 8:00 am to 4:30 PM Monday through Friday, excluding certain holidays.

Q. Do you have a night drop box so I can make payments after hours?
A. Yes, we do have a night drop box. Our night drop box is located on the front of the building in the drive-through area, just past the drive-up window.

Q. Do I need a water softener in my home?
A. For our customers in Lake St. Louis, O'Fallon, New Melle, Defiance and Dardenne Prairie and most all other areas in St. Charles County (except Augusta), your water is already softened at the two water plants which supply your water. For customers in Augusta, Warren County and Sumac Ridge, the water is not softened before it reaches your home. Therefore, you may wish to install a water softener in your home.

Water hardness and softness levels are individual preferences. You may find that you use less soap for washing when you have softer water. However, water that is too soft may be bad for your pipes or even your health. Hard water uses more soap and is sometimes hard on your water-using appliances. The vast majority of the water supplied by the Water District is in the moderately soft range; typically having a hardness level of between 8 and 10 grains.