Fixes & Troubleshooting

If you are experiencing a water leak inside a building or between the water meter and a building, please consult with a plumber. You may also notice a problem if your water bill is unusually high, or utility readers may detect a leak while reading your meter. Some leaks, such as those caused by a faulty toilet flapper, can be repaired without a plumber. For tips on how to repair small leaks yourself, please visit the EPA’s website.

Transcript:

[00:00:07.120] - Speaker 1

Do you know that a simple leaking faucet or running toilet can cost you hundreds of dollars in wasted water? Let's talk high water bills.

[00:00:15.560] - Speaker 2

Charlotte Water has a dedicated team of individuals who go out to read our meters every month. Once that information is received, it will be downloaded, reviewed, and then generated into a bill. If you receive a high bill and are unsure of what to do, it's best to begin by checking your property for leaks right away. The leading cause of a high water bill is a private plumbing leak. Some of the most common private property leaks that we see would be running toilets, leaky faucets, faulty irrigation systems, and old plumbing. Many of these are issues that you can fix on your own without having to pay a professional. For at home repair tips, visit cltwaterblog.org.

[00:00:52.160] - Speaker 3

When it comes to leaks, it's important to look and listen. Walk around your home to see if you can see or hear water running where it shouldn't be. Check outside hose connections if you have a sprinkler system. Test your spray heads. If you've completed an investigation on your property and you're unable to find a leak, please contact Charlotte Water by dialing 311 or 704-336-7600. We will send someone out to complete a high bill investigation. This includes reviewing your account, average usage and Charlotte Water's equipment. Our staff will notify you after the investigation is complete.

[00:01:34.540] - Speaker 1

Charlotte Water is here to help. If your high bill was caused by a private leak, Charlotte Water has resources to assist you with your outstanding balance after the leak is repaired. To learn more about these programs, please visit Charlottewater.org or call us at 311 or 704-336-7600.

Call 311 or 704-336-7600 if you notice water:

• leaking from under the street pavement
• leaking out of a meter box
• leaking from a fire hydrant

Transcript:

0:00

Last year, Charlotte Water responded to and repaired almost 4,000 leaks in the 4,300 mile water distribution system.

0:10
Not all leaks are created equal, and due to the large number reported daily, staff have to prioritize each leak based on severity.
0:16
Leaks are characterized as either minor, priority or an emergency.
0:20
Minor leaks are:

• Small
• Aren’t damaging property
• Aren’t causing any loss of water pressure to surrounding customers

0:28

Minor leaks are typically repaired within 8 weeks.

0:35
Priority leaks are small but could result in property damage if left unattended.
0:44
Priority leaks are typically repaired within 2-3 days, with a 5-day goal.
0:50

Emergency leaks cause water outages, damage property and are a hazard to the public.
0:59
Emergency leaks are repaired as soon as possible.
1:04

If you see a leak please call 311. We are open 24/7 to take your water or sewer emergency calls.

[Music]

All leaks are a priority, but crews maintain more than 9,000 miles of pipes, so the timing of maintenance is based largely on workload. Leaks posing a potential threat to health and safety are classified as emergencies and always receive immediate attention. Other leaks are repaired based on severity - the amount of water loss, the potential for pavement or property damage, etc. Depending on the workload, the response time can sometimes be a little longer for the smallest leaks. We appreciate your patience and understanding as we work day in, day out to address water leaks, to continue enhancing our response time, and to keep clean, high-quality water on its path to your home or business.

Irrigation systems can be a major source of private property leaks in Charlotte. We suggest checking your system for faulty sprinkler heads or damaged equipment before watering and watching your system closely during the first watering of the season to avoid surprise leaks. If you suspect that your irrigation system is leaking, please schedule the repairs as soon as possible and avoid watering in the meantime to avoid unusually high water bills.

Resources:

• Water Leak Map
• Prioritizing Leaks
• How Charlotte Water repairs water pipe leaks
• Find the Drip Coloring Sheet(PDF, 3MB)

Some water outages appear on the Water Outage Map and @CLTWater X (Formerly Twitter) page.

A water outage can occur if:

• A crew is repairing a drinking water pipe nearby and have to turn water off. Occasionally, crews do not have time to notify everyone.
• Construction work requires a planned (notified in advanced) or an unplanned water outage occurs.
• Water bill is past due and disconnected (typically receive a notice on bill and phone call prior to disconnection).

Steps to take in case of a water outage:

1. Check your front door for possible notice of planned water outage or repair crew on street.
2. If the outage is in your neighborhood, call 311 or 704.336.7600 for updates or check @CLTWater on Twitter.
3. If past due bill needs to be paid, call 311 or 704.336.7600. Follow prompts to pay via phone.
4. Once water is restored:
   • Run cold water from outside spigots (weather permitting) to clear trapped air and discolored water from plumbing.
   • Remove aerators from faucets (looks like grill where water comes out) by hand or jar opener.
   • Run cold water from inside faucets and bathtub spigots until water is clear or up-to 15 minutes.
   • If water doesn't clear up within 15 minutes, call 311 or 704.336.7600 for assistance.
   • Flush out water heater according to manufacturer's website or owner's manual if needed (if you experience cloudy or discolored water when running hot water).

If you experience cloudy or discolored water please follow these steps:

• Run cold water from outdoor spigots (weather permitting)
• Flush cold water out of a bath tub spigot
• If not able to clear water after a few minutes, remove and clean faucet aerators
• Check frequently asked questions for more information.
• If discoloration continues, call 311 or 704.336.7600.

If your hot water is cloudy or discolored, you may have a water heater problem. Review owners manual or contact a licensed plumber for advice.

Taste and odor changes in your water can occur for many reasons.

Steps:

1. Flush cold water out of a bathtub spigot
2. Remove and clean faucet aerators
3. Detach garden hose from outside spigot (especially during hot days)
4. Check frequently asked questions for more information.
5. If odor continues, call 311 or 704.336.7600.

If you see or suspect a wastewater overflow or spill, call 311 - 24 hours a day, seven days a week

At home
Private plumbing systems are designed to prevent wastewater gases from entering residences. All active sewer lines contain gases, and a malfunctioning plumbing system could allow gases or odors to enter the home. If after all plumbing lines are filled with water including toilets the odor does not go away, consider having a licensed plumber check plumbing and vent system.

Outside

• There are numerous potential sources of odor in a community our size, and wastewater plants are just one possible source.
• Sewage odor may be a sign of a nearby wastewater overflow and can be reported to 311, 24/7
• Sewage odor can occur more often during warm temperatures, when there is bacterial growth and buildup of debris in pipes, or if a manhole, pump stations, or other equipment malfunctions.

• A clogged aerator on a faucet can slow the flow. Remove the aerator from the faucet, clean it, and put back on.
• Consult with a plumber.
• If you have a pressure reducing valve (PRV) installed to protect your plumbing, it may need adjusting. Most PRVs are installed after the water meter or before the water heater. Talk to a plumber before adjusting it.
• If your water pressure suddenly drops to almost nothing ... it could be a result of a broken water line.
• Check frequently asked questions for more information.
• Call 311 or 704.336.7600 to report sudden drops in pressure.

• If your home is in a geographically low point (near a creek) or near a water pumping facility, you may experience water pressure higher than 80 psi. Unfortunately, Charlotte Water can't alleviate high water pressure, but you may consider having a licensed plumber install a pressure-reducing valve at your home.
• County building codes require pressure-reducing valves (PRVs) to be installed on new or remodeled residential plumbing where water pressure exceeds 80 psi.
• A PRV reduces the water pressure coming into your home, if needed, to protect your plumbing much the same way that a surge protector protects your computer or television. A licensed plumber can assess your current plumbing system and recommend whether a PRV is needed for your home.

Steps:

1. Turn off any water appliances (washing machine, dishwasher) that are on. If this stops the backup, contact a plumber.
2. If the backup continues, please call 311 or 704.336.7600.
3. If the sewage backup occurs because of a blockage in a public manhole or public sewer pipe, Charlotte Water will assist. Crews will locate and remove the blockage in the public sewer main or the City maintained portion of the customer's connection. If the backup occurs within your home or business's private internal plumbing, however, the City cannot assume responsibility for the blockage or the necessary repairs. Contact a plumbing contractor to make any repairs.

Backwater Valve
It is possible to prevent sewage backups with a plumbing fixture called a backwater valve. Backwater valves have been required in some homes by the North Carolina State Plumbing Code since the early 1930's. If you have plumbing fixtures that are below the top of the first upstream manhole, state regulations require that you have a backwater valve.

To find out if your property has a backwater valve or requires one, please contact a professional plumber or contractor

If private pipes freeze, but there are no visible leaks detected or obvious burst pipe:

• Don't panic.
• Open faucets just slightly (to give melting ice/steam a place to go without added stress on the pipe) and know where to turn off the water via 'master valve' in case a thawing pipe bursts or begins to leak.
• Learn more at Prevent Frozen Pipes

If a water pipe bursts, it is important to know how to turn the water off before your home is flooded

Your master shut off valve is located on the house side of your meter inside the house. If you have a basement or crawl space, the main water shut-off is probably located in the basement, near the front wall of your home (closest to the street). If your home was built on a slab, the main water shut-off could be located near your hot water heater or inside of your garage. Master Shut-off valve for your drinking water is typically where plumbing enters a building. Once you find the shutoff valve you will either hand turn it (clockwise for gate valves and perpendicular to the pipe for ball valves).

Ball Valve

Gate Valve