A: Come to our main office and bring all items listed in the Rules and Regulations under "Requesting Service" to set up a new account.
Q: I'm building a new home, how will I know if water and sewer are available?
A: Come to our main office and the Engineering Services department will look up your property on the maps to see if it is available.
Q: I want to dig in my yard. Do I need to call HWEA?
A: Yes, you should call HWEA and Kentucky 811to locate all underground utilities on your property. This service is free of charge but requires a 48-hour notice prior to digging.
Q: Who do I call to get a locate on water and sewer mains?
A: Call HWEA's main office at 270-887-4246 to request this service.
Q: What are your tap fees?
A: The tap fees are listed on the Rules and Regulations page. A copy of the Rules and Regulations can be obtained from the main office at no charge.
Q: How quickly can you make a water main or sewer main tap?
A: All taps requested of HWEA are completed on a first come first serve basis. After all tap fees have been paid, a plumbing permit has been submitted to HWEA, and any and all other required documentation such as Consent to Annexation, Deed Restriction or De-certification from Agricultural District has been submitted, HWEA will then create a work order for the tap to be made. Usually if all fees, permits, and consents have been submitted, HWEA can provide taps within 7 working days.
Q: Why do I have to submit a plumbing permit to HWEA?
A: The Kentucky State Plumbing Code requires HWEA to obtain these permits prior to establishing service for a new account. HWEA keeps these permits on record.
Q: Why do I have to sign a Consent for Annexation, Deed Restriction or De-certification from Agricultural District in order to receive water or sewer service from HWEA?
A: Since HWEA is a commissioned agency representing the City of Hopkinsville, any customer who is outside the city limits and wishes to receive such service must consent to annexation, have such recorded on their property deed and if the service is to be provided to property which is part of an agricultural district, the property must be decertified from the agricultural district.
Q: With regards to water and sewer mains or services, where does HWEA's responsibility end and where does the customer's responsibility begin?
A: For water, HWEA's responsibility ends at the customer's side of the meter. For sewer, HWEA's responsibility ends at the tap location. This point is defined by measurements that are kept on record at HWEA.
Q: What if I have a problem after hours?
A: If you have problems after hours, you should call the after hours / emergency number at 270-887-4232 for assistance.
Q: I am planning on developing a piece of land, what requirements does HWEA have?
A: Please contact the Director of Engineering, Construction & Distribution 270-887-4155 to obtain a copy of the HWEA Standards Manual, which has guidelines and protocols for developers and engineers.
Q: I feel like my water bill is high, what all does my bill include?
A: Your water bill includes charges for water, sewer, city garbage, stormwater fees and applicable taxes.
Q: I have some questions regarding my garbage bill and my garbage service, who can answer my questions?
A: HWEA bills and collects garbage fees strictly as a service for the Hopkinsville Solid Waste Enterprise. All garbage collections are handled through their department. Therefore, any questions or comments must be directed to the HSWE department at 270-887-6245.
Q: I have some questions regarding my stormwater fees, who can answer my questions?
A: HWEA bills and collects stormwater fees strictly as a service for the Hopkinsville Surface and Stormwater Utility. All inquiries should be directed to 270-887-4035.
Q: My water is has a cloudy white appearance, what is wrong?
A: This means air has entered the water line and is usually a temporary problem. It has no negative health effect whatsoever. If the problem persists, call the Moss Water Treatment Plant at 270-887-4232.
Q: My water smells like sewage when I turn on the faucet, what is wrong?
A: A lot of times this is not the water, but a drain problem, which is more noticeable when the faucet is turned on. The drain can be freshened by pouring baking soda and then adding vinegar, or by pouring in a solution of bleach and water.
Q: My water has turned brown, what do I do?
A: This can be caused by a line break and the subsequent repairs, or by changes in water flow from the opening of a fire hydrant for flushing or fire protection. Turn on your faucet and let it run a few minutes. If the water does not clear up fairly soon, call the Moss Water Treatment Plant at 270-887-4232.
Q: Why does HWEA issue a Boil Water Advisory?
A: Kentucky Administrative Regulations (401 KAR 8:020) requires that anytime the water pressure in a water main(s) falls below 20 psi, we must issue a Boil Water Advisory (BWA) to those customers who were affected. Usually this pressure drop occurs during a water main break or because of necessary maintenance, however it can also occur for many other reasons, which are all related to public health. During the advisory, we conduct bacteriological tests on the water. After the tests determine that the water is safe, we request permission from the Kentucky Division of Water to lift the advisory. After the KYDOW reviews the results of the bacteriological tests, they respond in kind.
Q: How can I learn about water quality, how does HWEA treat the water and where is our water source?
A: In the Annual Water Quality Report available at our main office located at 401 E 9th Street in Hopkinsville, or by calling 270-887-4147.
Q: I am late paying my bill, how long do I have before my water service will be turned off?
A: HWEA in accordance with City Ordinances will turn off a customer's water service for delinquent payment on the 16th day after the due date.
Q: I own my own home, do I have to hire a plumber to rod out my sewer line?
A: No, if you are the homeowner, you can clean out your own sewer line. If you need to dig up the tap location, just come to our main office and Engineering Services will look up the measurements of your tap location.
Q: I live close to a sewage pumping station or a wastewater treatment plant, why is there such a strong odor?
A: Sewage by its own nature smells but also there is a chemical breakdown going on. Sewage naturally breaks down and during this process gases are formed. The primary gas formed that is responsible for the "rotten egg" smell is hydrogen sulfide. HWEA has taken many actions to reduce the smell associated with its facilities however, it is an ongoing challenge, one of many challenges faced when handling and treating raw sewage.
A NOTE ON SEWER BACK-UPS FROM THE KENTUCKY LEAGUE OF CITIES:
“Sewer back-ups are a problem facing every city’s residents.Claims for damages to people’s homes caused by sewer back-ups probably lead to more misunderstandings and hard feelings than any other single kind of claim.It might be possible to avoid some of these problems if homeowners are made aware of three basic points regarding sewer back-ups and the resulting damage.
The city is not automatically liable for resulting damages when a sewer back-up occurs.The city is liable for those damages only if the back-up was caused by the city’s negligence.Virtually all commercial insurance policies covering city governments do not automatically cover sewer back-up claims.
Many homeowners’ insurance policies exclude damage resulting from sewer back-ups.Thus, homeowners often end up looking to the city to pay their damages when their own homeowner’s insurance denies the claim.
Some homeowner’s insurance companies do provide sewer back-up coverage.Therefore, it is possible for homeowners to protect against this risk.
Kentucky courts have made it clear that the city does not and cannot guarantee that its sewers will never back up.A sewer system is not a closed system.Any resident or business that is hooked up to it dumps waste in it.Some of the things dumped into the sewer system can clog the system.Large amounts of grease from restaurants and disposable diapers are common items that cause problems.While cities can adopt rules prohibiting dumping these or other items into the sewer and can try to educate the public about the problems they cause, there is really no way the city can absolutely prevent this from happening.Other factors can cause back-ups as well.Tree roots can grow into and obstruct the lines or extraordinary amounts of rainfall can infiltrate the system and overload it. The courts have made it clear that the city is liable for sewer back-up damages, if and only if, the city’s negligence caused the damages.”
Source:Volume 1, Number 1.Kentucky Municipal Risk Management Association, Kentucky League of Cities, 2201 Regency Road, Suite 100, Lexington, KY40503.
Answers to other questions can be obtained by calling our main office at 270-887-4246 or by sending an email to firstname.lastname@example.org