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Home > Departments > WATER RESOURCES DEPARTMENT > CUSTOMER SERVICE > FAQs
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| FREQUENTLY ASKED QUESTIONS |
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| Q: |
How can I pay my bill?
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| A: |
Send your check or money order made payable to City of Westfield (no cash, please) to:
City of Westfield Water Department
P.O. Box 9249
Chelsea, MA 02150-9249
- OR -
Payments can be made in person at the Collector's Office, City Hall, 59 Court Street - Mon-Fri 9:00 a.m. - 5:00 p.m.
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| Q: |
Where do I call if I have a question on my bill?
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| A: |
The combined utility bill has three charges on it (all 3 charges may not apply to everyone). The first charge is the water charge, the second is sewer, and the third is waste management.
Please call:
(413) 572-6269 for water related questions
(413) 572-6226 for sewer related questions
(413) 572-6226 for waste management related questions
City Hall Hours are Mon-Fri 9:00 a.m. to 5:00 p.m.
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| Q: |
I have a water emergency! Who do I call?
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| A: |
During regular business hours (Mon-Fri 7:00 a.m. to 3:00 p.m.) please call 572-6315. If your emergency is after business hours, please call the Westfield Police Department at 562-5411.
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| Q: |
How does my meter get read?
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| A: |
For most houses, there is a small black plastic pad mounted on the outside of your house. This pad is connected by wires to the water meter in your home. The meter reader has an electronic reading device that he touches to the pad and is able to obtain a read. That read is then transmitted through radio frequency to the meter equipment that stores all the meter readings on his route.
Some of the newer homes have a radio read transmitter box on the outside of the house that allows the meter reader to just walk by the house, and the equipment will automatically pick up the read. This means that the meter reader does not have to go on that property.
The meter reader generally does not have to go inside your house to obtain a meter reading. Occasionally, the meter reader might have difficulty obtaining a good read. On those occasions, the meter reader will knock on the door to ask if he can go inside to obtain a read or, if the homeowner does not appear to be home, he will leave a card on the door stating that the homeowner needs to call the office.
Do not ever let anyone into your home without asking for proper identification. All employees of the Westfield Water Department carry identification badges. If you're still in doubt, please call the Water Department Office at 572-6243 and we will let you know if our meter readers are reading in your area.
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| Q: |
Is there flouride in my drinking water?
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| A: |
Westfield drinking water is not flouridated.
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| Q: |
How often is my meter read?
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| A: |
In order to read the entire City, we divide it into three sections. Each section is read every three months (quarterly).
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| Q: |
How is my bill calculated?
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| A: |
The prior quarter's reading obtained from your water meter is subtracted from the current reading. The difference between the two readings in the number of gallons used for the quarter.
The number of gallons used is then multiplied by the rate of $2.255 per thousand gallons used. This will give you the dollar amount for the actual water consumed.
To that amount there is a base charge amount for the size of the meter in your home. The typical size meter for a residential home is 5/8", which has a $16.00 base charge.
The water consumption charge is added to the base charge to determine the water charge on your Combined Utility Bill.
Businesses may have extra charges for fire sprinkler lines, private hydrants and backflow devices. These charges are usually billed on an annual basis.
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| Q: |
How does the Water Department test my drinking water?
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| A: |
Coliform bacteria samples are taken on a weekly basis at several testing points around the City. Additional samples are also taken monthly, quarterly, and annually to ensure that the quality of your drinking water is maintained at the highest quality possible.
These samples are taken to a commercial laboratory for testing. The results are available either in the Consumer Confidence Report (CCR), which is sent to every home on an annual basis, or can be obtained at the Water Department main office.
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| Q: |
What causes dirty water?
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| A: |
There are several causes of dirty water from your tap. Generally it is caused by a high water flow situation due to a fire, testing of the water mains, or a water main break.
Your tap water will generally clear up if you run it slowly for a short time.
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| Q: |
I have a fire hydrant in my yard - am I responsible for this?
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| A: |
You are responsible to have the hydrant clear of snow and debris that may hinder its operation by Fire Department or Water Department personnel.
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| Q: |
What are some ways I can conserve water?
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| A: |
Please refer to the Conservation section of this web page.
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| Q: |
What happens if I don't pay my bill?
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| A: |
If any portion of your Combined Utility Bill remains unpaid after June 30th (except for the May and June bill), then the outstanding amount will be applied as a lien on your real estate bill issued in December of the same year.
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| Q: |
Who do I call if I think my bill is wrong?
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| A: |
Your bill is a combined utility bill consisting of one or more utility services.
If you think the water portion is incorrect, call the Water Department main office at 572-6243.
If you think any other portion (sewer or waste management) are incorrect, call the Public Works Office at 572-6227.
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| Q: |
I'm going away for the winter. Will my pipes freeze?
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| A: |
If you are planning to leave your house unoccupied for during the cold season, the Water Department recommends that you call us to remove the meter and turn the water off at the street. It is also recommended that you have your plumber winterize the water lines inside the house.
If water is left on in the house during cold weather and the heat is lower than normal then a water line may freeze. This can result in severe damage to your home and belongings. You are also responsible for any damage to the water meter due to freezing.
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| Q: |
I'm selling my house. Do I need to notify the Water Department?
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| A: |
In most circumstances, when a house is sold an attorney is involved. The attorney's office will contact the Water Department to schedule a "final water reading" for the property being sold. At the time that the appointment is made, the seller's information along with the buyer's information will be obtained. Therefore, the seller does not have to contact the Water Department.
If an attorney is not involved, or there are other extenuating circumstances, please call the Water Department at 572-6243 to make sure we know that there is a change in property owners.
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| Q: |
I'm renting an apartment. Am I responsible for the water bill?
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| A: |
The legal owner of the property is responsible to the Water Department for payment of the water bills. Any lease or rental agreements made between landlords and tenants do not concern the Water Department.
All water bills that remain unpaid are subject to a water lien being placed on the property.
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