Frequently Asked Questions
Frequently Asked Questions
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WHERE DO I SEND MY PAYMENT & CORRESPONDENCE?
- Online bank payments & regular payments:
Town of Oro Valley Water Utility
P.O. Box 53272
Phoenix, AZ 85072-3272
- All correspondence & Delinquent payments should be sent to:
Oro Valley Water Utility
11000 N. La Cañada Drive
Oro Valley, AZ 85737
For those customers who do not wish to place payments and correspondence in the mail we offer a 24 hour drop box located to the right of the front door on the Water Utility building located at 11000 N. La Cañada Drive, Oro Valley, AZ 85737. (link to drive directions)
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CAN I PAY BY CREDIT CARD?
Yes. Oro Valley Water Utility accepts MasterCard/Visa debit and credit cards for payment. Payments made via debit or credit card are accepted at the Oro Valley Water Utility office located at 11000 N. La Cañada Drive, Oro Valley, Arizona 85737.
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CAN I PAY MY BILL AUTOMATICALLY EACH MONTH?
You can have your bills withdrawn from your checking account each month automatically via Automated Clearing House (ACH). This eliminates writing a check each month, lost or late payments and saves time and money. You still get a statement showing monthly water usage but your payment will transfer automatically on the due date indicated on your water bill. This is a free service. Call the office at 520-229-5000 and ask for a form to be mailed to you or go to the web site at: www.orovalleyaz.gov, print the ACH form, complete it and mail it in with a voided check to 11000 N. La Cañada Drive, Oro Valley, AZ 85737
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WHAT IF MY ACCOUNT IS PAST DUE?
To avoid a $40 delinquent turn-off fee, please pay the past due amount in our office located at 11000 N. La Cañada Drive before 7:00 am on day of turn-off.
When remitting your payments via mail, please allow 5 business days for delivery and 2 days for payment processing. Payments received after 2:00 pm will be posted on the next business day. Please note that some online check company payments are taking 10 days or more from issue date to be received by Oro Valley Water Utility.
Your bank account will be charged long before your payment has actually been received and posted by Oro Valley.
Late fees (currently $5.00) are assessed after 2:00 pm on the day before billing.
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WHEN IS MY PAYMENT DUE?
Your payment is due 21 days after the “Bill Date” shown on your water utility bill.
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WHAT HAPPENS IF MY PAYMENT DOESN’T ARRIVE BY THE DUE DATE?
Any balance left unpaid after the due date is subject to a late fee (currently $5.00). A notice will also be issued that the account is subject to disconnection if the past due balance is not paid.
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ARE THERE FEES TO ESTABLISH SERVICE?
Oro Valley Water Utility charges two (2) establishment fees for any customer who is applying for water service at an address in the Town of Oro Valley Water system. Both fees appear on your first statement.
- The first fee, currently in the amount of $20.00, is an establishment fee for your water service from the Oro Valley Water Utility.
- The second fee, currently in the amount of $15.00, is an establishment fee for the sewer portion of your bill from Pima County Regional Wastewater Reclamation Department. Contact Pima County at 520-740-6609
In addition to the two (2) one-time establishment fees, Oro Valley Water Utility requires every customer to pay a refundable security deposit (currently $40.00). This deposit will be billed on your first statement and is refundable after one year with good payment history.
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WHERE IS MY METER BOX?
Your water meter is generally located near the curb in front of your home or on the property line. Meters are typically housed in a concrete box with a cast iron lid. Carefully remove the lid by using a tool such as a large screwdriver or pliers. Visually examine the area around the meter to make sure there are no harmful insects or other animals before checking the meter.
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HOW DO I TURN OFF MY WATER TO MAKE REPAIRS?
- Turn water off at the main water supply to the house usually at the gate valve located near house hose bib.
- Or at the gate valve on the water meter.
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WHY IS MY WATER MILKY?
Milky white water, also commonly described as cloudy, hazy, soapy, or foamy, is almost always caused by air in the water. One of the many properties of water is its ability to dissolve gases. Sometimes the air comes out of the water in the form of many tiny bubbles which gives water a milky white appearance. To see if the white color in the water is due to air, fill a clear glass with water and set it on the counter. Observe the glass of water for 2 to 3 minutes. If the white color is due to air, the water will begin to clear at the bottom of the glass first, then gradually to the top. This is a natural phenomenon and is completely normal – the water is safe to use. This can happen in the springtime when the weather begins to warm, anytime there is a significant heat wave, or whenever the water has been turned off for repairs. Cold water holds more dissolved air than warm water. In the spring, the water supply in our reservoirs is cold and contains a relatively high level of dissolved air. As the water moves through the water mains in the streets and the pipes in your house, it begins to warm and lose some of its ability to keep air dissolved. However, because the water is under pressure in the pipes, the air remains in the water. When you relieve the pressure by opening the faucet and filling your glass with water, the air is free to escape from the water, giving it a milky appearance for a few minutes. This same set of circumstances can cause your hot water to be cloudy.
Milky white water can also form after the Water Utility has worked on a water main or you have had work done on your plumbing. When the water is shut off, air can get in the water main or your pipes. When the water pressure is restored, some of that air dissolves into the water. When you again relieve the pressure by opening the faucet, the air is free to escape from the water, thus giving it a milky white appearance for a few minutes. This phenomenon will usually last from several days to several weeks, depending on many different factors.
If your water is cloudy or milky white in appearance and it does not clear in a glass after five minutes, please contact the Water Utility Customer Service Department at 229-5000. Our business hours are 8:00 am to 5:00 pm, Monday through Friday.
- WATER PRESSURE – THINGS YOU SHOULD KNOW
Due to the elevation differential throughout the Town, pressure in some areas is higher than normal. When delivery pressure is higher than normal, a pressure reducing valve (PRV) is used to reduce the high pressure to a usable pressure which will not be destructive to the customer’s private plumbing. A PRV should be installed when the pressure at the meter exceeds 80 psi (pounds per square inch). The water pressure serving the majority of the lots in the Oro Valley water system is regulated through private PRV’s located between the water meter and the customer’s house. Sometimes a public PRV is used to regulate an entire service area and is located on the mainline upstream of area served.
- Most frequently asked questions about water pressure:
Q. How do I know if I have a private Pressure Reducing Valve (PRV)?
A. Since these valves are installed and maintained by the property owner/builder, OVWU may not know where your PRV is located. However, these units are most commonly installed in the ground near your water meter box or near your front hose bib.
Q. Where can I purchase a PRV?
A. Any plumbing or building supply store will carry these units. You should also purchase a pressure gauge at the same time, as you will need to use it at least annually to check the PRV to ensure it is functioning properly.
Q. What is the recommended water pressure that my PRV should be set at?
A. Your individual pressure regulator should be set to 60 psi. Most units are pre-set by the manufacturer. Refer to user manuals included with your PRV at time of purchase. If the PRV you have purchased does not already come pre-set, use your pressure gauge to set to a recommended psi of 60.
Q. Who can I get to install the PRV after I’ve purchased it?
A. You can either install it yourself or hire a plumber to do it for you.
Q. How often should I check and /or replace my PRV?
A. The Water Utility recommends that your check your PRV annually and replace as needed.
Q. How do I check my PRV to ensure it is working properly?
A. You can check this at any outside faucet of your home (beyond the location of the PRV) by hooking up a pressure gauge to the spigot, turning the water on and reading the pressure measurements on the gauge. If you have greater or less pressure than your unit has been set to, it’s time to adjust or replace it.
Q. How do I adjust the pressure?
A. Adjust by turning right or clockwise to raise the pressure and turning left or counter clockwise to lower the pressure.
Q. What are the common signs that my PRV is failing?
A. The most common signs that a PRV is beginning to fail are:
- Sudden loss of water pressure
- Unexplained loss of water flow
- Water pressure surges
- Noise in the plumbing
If you have any additional questions or comments concerning water pressure, please contact the Customer Service Department at 229-5000.