Westerville's drinking water treatment plant is located at 312 W. Main Street. The plant treats water from Alum Creek and various underground water wells.
Are tours of the water plant available?
Yes. Tours may be arranged by calling the water plant during business hours at 901-6770.
Is Westerville water softened?
Yes. The Westerville water plant is a lime softening plant that reduces the minerals in the water responsible for hardness.
What is the hardness of Westerville water?
The water hardness averages 128 milligrams per liter (mg/l) or 7.5 grains per gallon (gpg).
Do I need a water softener or other home treatment device?
Unless a special need exists, further treatment is not required. Westerville's water complies with all drinking water standards and is treated to meet the needs of most consumers. The Westerville Water Division received the Ohio Environmental Protection Agency's Award of Excellence as an outstanding water system.
Does Westerville fluoridate its water?
Yes. Westerville was the first community in Ohio to fluoridate its drinking water, beginning in 1951. Fluoride is added at the plant to bring the level up to 1 to 0.85 milligrams per liter (mg/l).
Why is my water sometimes cloudy when I first fill a glass and then it clears up?
Water is sometimes cloudy when it comes out of the tap because the water is no longer under pressure and dissolved air is being released in the form of tiny bubbles. As these bubbles rise to the top, the water clears. This is most noticeable in during the colder months and in the hot water.
Who do I contact for billing and account information or establishing new service?
The Utility Billing customer service office can be reached at 901-6430.
Who is responsible for the repair to the water lines coming into my house and the meter?
The City maintains the water lines in the street up to the curb box. The curb box is the shut off valve located near the side walk. The property owner is responsible for repairs from the curb box to the house. The water meter is maintained by the City. If there is a problem with the meter please call 901-6770.
What is water backflow?
Backflow is the flow of water from a building’s plumbing back into the public water system. This reversal of flow can be caused by drop in water pressure in the public system (such as from a water main break or hydrant usage) or an increase of pressure from within the building. This backflow of water may carry some contaminates from cross connections within the building back into the public system.
What is a water cross connection?
A connection between drinking water pipes and any source of potential contamination is a cross connection. When the water pressure changes from internal usage or water system fluctuations, contaminated water may back flow into your plumbing from unprotected cross connections. Common household cross connections are garden hoses left in a bucket of cleaning chemicals or in a pool and attachments to hoses used to apply lawn chemicals.
What is a water backflow preventer?
Backflow preventers protect the safety of the public water system by physically preventing the backflow of water and any potential contaminants from the consumer’s plumbing to the public system. The devices are installed by the consumer on their plumbing after the water meter.
Where are water backflow preventers required?
Backflow preventers are required by State law (Ohio Administrative Code 3745-95) and the Ohio Plumbing Code (chapter 608) to be installed where there is a potential health or contamination threat within the consumer’s plumbing system. Most commercial buildings and residential properties with in-ground irrigation system require a backflow prevention device. Further information can be found in the City’s Cross Connection Control Policy on the Water Division’s main web page (click on "Water" under "Services" to access this information).
What do I do if I receive a water meter repair notice on my door?
When a water meter needs repaired we will let you know that by hanging a notice on the door of the residence or business. A time needs to be scheduled so that we can come to the location to do the repair. To schedule that time please fill out the scheduling form here or email us at watermeter@westerville.org indicating what date and window of time you would be available for your appointment. By doing so it will bring up a form that you can fill-in and once completed it will come to us at the Water Division. Or you can call us at (614) 901-6770 between the hours of 7:30 a.m. and 3:30 p.m. to schedule the appointment. In any case we will schedule an exact time for your appointment.
What testing is required if I have a backflow preventer?
To ensure the device is working properly, the consumer is required to have annual testing done by a State certified backflow tester. Reports of this annual testing must be maintained by the consumer and forwarded to the Westerville Division of Water. Report forms are available on the Water Division's main web page (click on "Water" under "Services" to access this information).
Why did I receive a water meter repair notice?
You received a repair notice because a recent reading of your water meter indicated that it is not working properly and we need to repair it. Water meters are located inside the residence/business. In order for us to be able to service and repair your water meter we need to schedule a time to be able to enter your residence/business. Appointment times are available Monday through Friday from 8:00 a.m. to 3:00 p.m.
To schedule your appointment you can go to the following site www.westerville.org/waternotice and fill out the form, or you can email us at watermeter@westerville.org or you can call us at (614) 901-6770 Monday through Friday between the hours of 7:30 a.m. and 3:30 p.m.
What times are available for the repair to take place?
Appointments may be scheduled between 8 a.m. and 3 p.m. Monday through Friday.
Do I need to be home at my residence or business when the repair takes place?
Yes, the water meter is inside the home or business, an adult needs to be there when the repair takes place. It takes approximately 1 hour (or less) for the repair to be completed.
Can I schedule my repair for an exact time?
Yes, appointments can be made for exact times.
They can take place from 8 a.m. - 3 p.m. Monday through Friday as the schedule permits. It takes approximately 1 hour (or less) for the repair to be completed.
What happens if I ignore the water meter repair notice?
If you do not contact us back to schedule a time to get your water meter repaired we will leave another notice at your residence or business. Failure to schedule an appointment with us can result in receiving a Notice of Termination. For more detailed information see City Ordinance 931.13 - Access To Water Metering Systems.
How do I prepare for my appointment?
Prior to your scheduled appointment time please make sure we have full access to your water meter. We need at least 3 feet of cleared space surrounding your water meter in order for us to be able to service it. Please make sure your pets are corralled in order for us to be able to effectively complete the repair as quickly as possible.
Regarding your water metering system, what is the City’s responsibility and what is the customer responsible for?
The City is responsible for the outside curb stop and water metering components. The customer is responsible for all other plumbing including the incoming line from the curb stop to the meter, the shut off valve prior to the meter, and the piping after the meter. All associated plumbing should be maintained in good working order.
*Owner is solely responsible for an operational shut off valve.
What happens next after I submit my information via form or email?
If your water service line is found to be copper or plastic there will be no further follow-up and your residence will be removed from the unknown list. If your water service line is found to be galvanized steel or lead we will be in touch with you.
Is there a charge for the repair?
Generally there is no charge. However, damaged meters, missing meters, components and sewer deduct meters are the financial responsibility of the owner
What happens next if my water service line is made of galvanized steel?
Galvanized water service lines should be replaced. The water customer is responsible for replacing the private portion of the water service line, the portion from the curb stop into the home. A curb stop is a valve usually in the right of way to turn off the water service. The City of Westerville is responsible for replacing the public portion of any water service lines which are galvanized. The public portion of a water service is from the water main to the curb stop. A City of Westerville plan for galvanized replacements is required to be in place by fall of 2027 with replacement complete by 2034. Additional communication will follow to let you know how you might be able to move forward in partnership with the City.
I thought the water meter was on the outside of the house or business, why do you need to go in my basement?
The metering system consists of a water meter, low voltage wire and a transmitter. The transmitter or (ERT) is oftentimes located on the outside of the house or business, the water meter is generally inside the house or business.
What do I own and what does the City own in relationship to the water lines?
Will my water bill change due to the repair?
The new meters are tested for accuracy prior to installation and your bill will be accurately reflected after the repair. This may or may not result in a change in your water bill. For additional information about your bill please contact our Utility Billing Department.
