Affected Streets: Weathersbee, Frampton Court, Ransey Lane, Breazely Court, Emerson Court, and Rita Lane ONLY
Customers may experience periods of low pressure and/or outages in the distribution system due to an emergency repair in your area. Repairs are expected to take a few hours to complete barring no complications. Periods of low or no pressure in the distribution system increases the potential for back siphonage and introduction of bacteria into the water system.
No problem has been detected in the water; however, as a precautionary measure, when water is restored consumers boil all water used for human consumption (including, drinking, making ice, brushing teeth, washing dishes and food preparation). As an alternative, bottled water may be used. The North Carolina Division of Water Resources Public Water Supply Section has been contacted concerning this event.
Vigorous boiling for one minute should kill any disease-causing organisms that may be present in the water.
This office is strongly urging the water consumers to conserve water whenever possible. Customers will be notified by a second phone notification message once the Boil Advisory has been rescinded.
Please be advised that this boil water advisory is directly related to repairs made to the water distribution system in your area and is not related in any way to COVID-19. If you have any questions about our response to COVID-19, please see our website or guidance provided by the EPA at www.epa.gov/coronoavirus
We apologize for any inconvenience this may cause and appreciate your patience. If you should have any questions or concerns, please contact our Customer Service Department at 1-800-525-7990.
The current rate for water and wastewater is the same for all customers within the Belvedere community. Every community in Belvedere pays the same amount for water and wastewater including the base rate and the per-gallon charge.
Shown below are the base rates for water and wastewater as well as the per-gallon charges within the current tariff that is approved by the North Carolina Utilities Commission (NCUC) and a comparison with the current Pender County Water rates.
Carolina Water Service, Inc. of North Carolina (CWSNC) cannot change the rates approved by the NCUC without going through a thorough review by the NCUC. When a base rate case is filed, rates are only approved after public hearings, where customers are able to testify about the rates and their service. During these cases, multiple public hearings are held throughout the state. Customers may also submit written comments to the Commission for consideration as well.
An analysis of the costs for CWSNC, per our current tariff rates, vs. Pender County Water is set forth below and compares the costs associated with water. Note that the associated costs are comparable in that the CWSNC and Pender County base rate and per gallon charge vary by only a couple of dollars.
CWSNC base rate and per gallon charge for water
Usage Rate per 1,000 gallons
Pender County base rate and per gallon charge for water
Usage Rate per 1,000 gallons
Since Pender County does not offer wastewater service in this area, only the CWSNC base rate and per gallon charge for wastewater* is included below:
Do I pay more than anyone else in the Belvedere Community? No, everyone pays the same rate and base charge regardless of the community or neighborhood in Belvedere.
In 2017, there was discussion of a water filter for the community to address hardness. What happened to the proposed water filtration system?
Hardness, as an attribute of drinking water, is not regulated. However, in 2019, Carolina Water Service, Inc. of North Carolina (CWSNC) presented the Belvedere Homeowners Association an option to install a water softener/filtration system to address the secondary water quality issues directly related to hardness. CWSNC compiled three competitive bids for a water softening system. The bids received in 2019 for the potential, central water softener/filtration system ranged from $1.5 million to $1.8 million.
Because of the significant cost involved in pursuing this secondary water quality treatment solution, CWSNC presented the project to the Public Staff of the NCUC to review. The Public Staff informed CWSNC in 2019, that the Public Staff did not believe the project was prudent and suggested that individual home softening systems would be more cost-effective.
The Public Staff did offer an alternative approach that would enable CWSNC to proceed with installing a system-level solution. Under this approach, CWSNC would install the system-level water softening solution and the costs associated with the installation would be recovered by the Company through a rate surcharge applied solely to the Belvedere community (as opposed to being spread across all of CWSNC’s customers).
In order to proceed with this alternative approach, each homeowner in the Belvedere community would need to provide written consent to the surcharge, prior to a request to the NCUC to adopt a tariff that so required. The estimated surcharge at the time for each customer would have been approximately $18.00/month for 7 years, then reduced to approximately $5.00/month for the next 26 years.
The Belvedere Homeowners Association Board declined the option, stating that most homeowners have water softeners and filtration systems and would be opposed to the additional costs that would be directly billed to the Belvedere Plantation community.
Currently, CWSNC Regional Director, Dana Hill, is seeking new bids for the same water softening system to present to the community as an option for addressing water hardness. The surcharge will be estimated for 2021, and the timeframe for the asset depreciation would be similar to the above information. Once all bids are received, the community’s HOA Board will be contacted to see if there is any desire for the installation of the water softener system under these terms.
What projects have occurred in the last several years in the Belvedere Community? The completed projects are listed below with the estimated costs: Wells Number 1 (completed Summer 2019) and Number 2 (completed Fall 2018) had screen replacements and new gravel pack added to reduce sand/sediment being drawn into the system- $75,000 each
Two auto-flushers were installed in (Summer 2018) at $4,500 each
Replaced ground storage tank due to rust issues (May 2020)- $110,000
Several upgrades to SCADA (started in 2017 and completed in late 2020) that exceed $50,000
Why does my neighbor have a lower bill than mine? Varying water and sewer use will impact what customer’s pay. In addition, several people in Belvedere have a septic system that was grandfathered into the system due to being in existence at the time of the takeover of the entire community by CWSNC. They do not pay the wastewater base rate or per-gallon usage charge. Customers that have both water and wastewater services pay a per-usage/gallon rate
Is it possible for me to switch over to a septic system from the wastewater system? No, this is not possible due to the arrangements and contracts that preceded the original agreements for CWSNC to assume possession of the system.
Where does my water originate? “When a water-bearing rock readily transmits water to wells and springs, it is called an aquifer. Wells can be drilled into the aquifers and water can be pumped out. Precipitation eventually adds water (recharge) into the porous rock of the aquifer. The rate of recharge is not the same for all aquifers, though, and that must be considered when pumping water from a well.”
Your well water comes from a local aquifer and is treated by CWSNC to state and federal requirements, to provide you safe, clean water.
What explains the red rings/stains that the residents say the water leaves on bathtubs and toilets? Per the American Water Works Association, Serratia Marcescens is a pink residue that appears on bathroom fixtures in the shower, sink, and along the water line in the toilet bowl. It is a naturally occurring airborne bacteria that produces a pinkish film on surfaces that are regularly moist, including toilet bowls, showerheads, sink drains, and tiles. The bacteria survive there because the water sits for a period of time, with the chlorine dissipating as it stands. If you have an activated carbon filter on your water line, you are removing the chlorine and may be supporting the growth of the bacteria.
Why is my water brown or yellow? What is being done to correct the water coloration? Typically, this is caused by sediment that is in the pipes to your community. As the water system is used, the sediment is disturbed and passes along the system into your home. An auto-flushing hydrant has been purchased for the cul-de-sac as well as increased scheduled line flushing to help address some of the sediment issues.
What may cause issues inside my home if the water at my outside spigot is clear?
If you have an in-home filtration system of water softener, the filters or other medium, such as salt for certain water softeners, must be changed per the recommended manufactures schedule. An old filter may produce a yellow or brown color inside the home.
Why does the water smell so strongly of chlorine?
Chlorine is used as a disinfectant for the water to ensure it is safe to use and drink. Our operations staff is required to monitor the amount of chlorine to ensure that the appropriate amount is being used in the system. Several factors can cause the chlorine smell to seem more noticeable such as which well is currently operating, weather (chlorine dissipates more quickly in warmer temperature), and usage.
What can I do to make my voice heard in the future for any rate cases?
All customers are encouraged to contact the North Carolina Utilities Commission public staff to voice their concerns or make statements regarding their service.
How can I keep up with my usage and bills?
CWSNC offers the My Utility Connect application online and through Apple and Google applications. To sign up for this service, which includes email, text, and phone notifications, sign up at this link. https://connect.myutility.us/connect/
How will I know if any rate changes occur?
CWSNC will send a letter to each customer as a bill insert if there is a change in the rate. Notification is required by the North Carolina Utilities Commission.
Carolina Water Service, Inc. of North Carolina Encourages Customers to Consider Payment Plans or Payment Arrangements Before November 1, 2020 Restart of Disconnections
Sep 15, 2020
Carolina Water Service understands the impact COVID-19 has had on many households and asks those who are experiencing payment difficulties to contact our Customer Service Department for assistance at (800) 525-7990. On November 1, 2020, CWSNC will restart disconnects for non-payment.
We greatly appreciate those customers who have been able to keep their accounts current during this crisis, but we understand that many have not been as fortunate. Some households will feel the impact of lost income for months to come. That is why we are offering deferred payment arrangements and payment plans to customers who may not be able to stay current on their water and sewer bills.
A payment plan is an agreement with a customer to make a specified payment by a specified date. For example, a customer may agree to pay a balance ten days beyond the bill’s due date.
A payment arrangement is an agreement with a customer to pay off their balance in combination with future bills, which installments are reflected on monthly customer bills.
CWSNC is encouraging customers to establish a payment plan or payment arrangement that best meets their needs. The Commission has required payment arrangements be designed to spread past due balances over a 12-month period, though shorter terms may be used if it best suits the customer’s situation.
Customers with active payment arrangements will avoid disconnection action and potential future late fees, as long as they remain up to date with the arrangement and their current period billed charges.
CWSNC asks customers with past-due account balances contact our Customer Service Department as soon as possible. Customers may set up either a payment plan or payment arrangement by calling our Customer Service Department at (800) 525-7990.
The COVID-19 pandemic has affected many North Carolinians and created financial and emotional hardships. In addition to extended payment arrangements and a continued moratorium on utility late payment fees, 211.org may also be able to help. This free service can help you find local community agencies providing a wide range of assistance. Please visit https://www.211.org/ or dial 211 from your phone to start.
 On July 29, 2020, in Docket No. M-100 Sub 158, The North Carolina Utilities Commission (Commission) provided additional clarification for regulated utilities on the timing of the restart of disconnects and payment of fees. The Commission stated disconnects due to non-payment could begin on September 1, 2020. However, late fees will continue to be waived until further direction is provided by the Commission.
We would like to advise customers of the system-wide flushing taking place in your area beginning Monday, September 14th through Thursday, September 17th, 2020, beginning at approximately 9 am with completion expected by 4 pm.
Flushing is done periodically as a preventative maintenance measure to ensure the best possible water quality.
While we do not anticipate any problems or inconveniences, customers may experience brief periods of lower than normal water pressure, possible cloudy water, and/or temporary discoloration. As a precaution, we recommend customers postpone laundry washing until the flushing has been completed and the water returns to normal.
Service should return to normal after flushing is complete, however, if you continue to experience any problems after 5 pm, please flush your bathtub faucet for at least 3 minutes to clear any discoloration inside the house. If problems persist after that, please contact our customer service department at 1-800-525-7990.
Please be advised that this Routine Flushing to the water distribution system in your area is not related in any way to COVID-19. If you have any questions about our response to COVID-19, please see our website or guidance provided by the EPA at www.epa.gov/coronoavirus. We apologize for any inconvenience this may cause and appreciate your patience. If you should have any questions or concerns, please contact our Customer Service Department at 1-800-525-7990.
Carolina Water Service, Inc. of North Carolina (CWSNC) is preparing for the potential landfall and aftermath of Hurricane Isaias . CWSNC has activated its emergency management procedures in anticipation of the potential impact from the wind, rain, and flooding associated with a hurricane of this potential magnitude. Our operators will respond as quickly as possible to any issues related to the hurricane, putting the safety of our customers and employees first.
CWSNC operators are working diligently to ensure all on-site and portable redundant generator power sources are tested, able to operate efficiently, and supplied with sufficient backup fuel supplies in the event of power loss to the water infrastructure. Additionally, CWSNC operators are evaluating and securing all supplies necessary for the water and wastewater plants to maintain operations for prolonged periods in the event roadways are impassable immediately after the hurricane. Operational personnel may be reallocated to assist with maintaining operations at our Eastern North Carolina systems.
Due to the Covid – 19 virus, our employees will observe physical distancing; and they’ll use the proper personal protective equipment (PPE) in field and plant work. Please refrain from engaging our employees unless an emergency situation arises.
Operators are relocating generators from our Western North Carolina service areas to ensure continuity of service in our Eastern North Carolina communities.
Fuel carts are ready to provide needed fuel to our generators on the coast to supply generators.
CWSNC works diligently during any storm or emergency to keep our water and wastewater services running. However, in some instances, there may be a disruption in the service to allow CWSNC to take a system off-line to make needed repairs.
The My Utility Connect application is how CWSNC primarily communicates with our customers. They can choose to receive notifications via text, email, mobile device, or landline calls,.
Updates regarding our preparation and response post hurricane will also be posted on our website https://www.myutility.us/carolinawaterservicenc and social media accounts—Facebook and Twitter (@CarolinaWaterNC) to keep customers informed.
Hurricanes are among nature’s most powerful and destructive phenomena. On average, 12 tropical storms, 6 of which become hurricanes form over the Atlantic Ocean, Caribbean Sea, or Gulf of Mexico during the hurricane season which runs from June 1 to November 30 each year. In
While hurricanes pose the greatest threat to life and property, tropical storms and depression also can be devastating. The primary hazards from tropical cyclones (which include tropical depressions, tropical storms, and hurricanes) are storm surge flooding, inland flooding from heavy rains, destructive winds, tornadoes, and high surf and rip currents.
Storm surge is the abnormal rise of water generated by a storm’s winds. This hazard is historically the leading cause of hurricane related deaths in the United States. Storm surge and large battering waves can result in large loss of life and cause massive destruction along the coast.
Storm surge can travel several miles inland, especially along bays, rivers, and estuaries.
Flooding from heavy rains is the second leading cause of fatalities from landfalling tropical cyclones. Widespread torrential rains associated with these storms often cause flooding hundreds of miles inland. This flooding can persist for several days after a storm has dissipated.
Winds from a hurricane can destroy buildings and manufactured homes. Signs, roofing material, and other items left outside can become flying missiles during hurricanes.
Tornadoes can accompany landfalling tropical cyclones. These tornadoes typically occur in rain bands well away from the center of the storm.
Dangerous waves produced by a tropical cyclone’s strong winds can pose a significant hazard to coastal residents and mariners. These waves can cause deadly rip currents, significant beach erosion, and damage to structures along the coastline, even when the storm is more than a 1,000 miles offshore.
On June 28, 2019, Carolina Water Service, Inc. of North Carolina (CWSNC) filed a rate case with the North Carolina Utilities Commission (NCUC). Docket number is W-354, Sub 364. CWSNC is headquartered in Charlotte, North Carolina. The Company presently serves approximately 34,915 water customers and 21,403 sewer customers in North Carolina and operates approximately 93 water systems and 38 sewer systems in the State.
The Company’s service territory spans 38 counties in North Carolina, from Corolla in Currituck County to Bear Paw in Cherokee County. CWSNC applied for an adjustment in water and sewer rates and charges for all of its service areas in North Carolina.
COVID-19. As a result of COVID-19 and until some point in the future, CWSNC has reconnected all customers disconnected for non-payment, suspended all future disconnects, and has ceased collecting and billing late payment charges.
While we know that there is no good time for a rate increase, we also understand the impacts of a rate increase during this unprecedented period and are committed to working with our customers during and after the state of emergency. Once the pandemic-related orders are lifted by the Governor’s office and the NC Utilities Commission, we will provide payment plans or payment arrangements for customers impacted financially by the COVID-19 virus. That said, customers may now contact the Company at any time to request a payment arrangement or payment plan.
Rate Cases. CWSNC’s previous rate case (Docket W-354, Sub 360) was filed on April 27, 2018, and an order was issued approving the consolidated rates, which were in effect from February 21, 2019 until the Company’s new rates were approved on March 31, 2020, in Docket W-354, Sub 364. From the filing of the 2018 rate case until the date of the Commission’s order in March of this year, CWSNC spent over $22 million to provide service in North Carolina. These investments were reasonable and necessary, they are installed and providing service to customers, and it is thus necessary that the costs be recovered in rates.
Customers’ rates are based on a thorough cost, operations, and quality of service examination by the Public Staff, NC Attorney General’s Office, other intervenors in the proceeding, and by the NC Utilities Commission itself. In addition, customers may provide comments and feedback during the public hearings held throughout the Company’s service territory during the course of the rate case process. The proper level of rates to be charged by the Company to facilitate proper service to its customers is ultimately approved by the NCUC commissioners.
The cost of service and tariff rate proposals are more fully explained in CWSNC’s rate filing documentation, which is made publicly available through the Commission’s website. All parties interested in this matter may obtain information either directly from CWSNC or by addressing the Secretary of the North Carolina Utilities Commission, 430 North Salisbury Street, Dobbs Building, 5th Floor, Raleigh, NC 27603-5918. Customers may also visit the NCUC website and search Docket “W-354 Sub 364” at https://starw1.ncuc.net/NCUC/page/Dockets/portal.aspx.
The total rate increase authorized by the Commission’s March order was 14.56%, which for the Uniform Water Rate Division was 9.73%, and for Uniform Sewer was 22.56%. Bradfield/Fairfield Water was 7.21%, and its Sewer was 6.77%. See the chart below for detailed information.
We have the responsibility to upgrade our infrastructure and make the necessary improvements to continue to provide quality service. We also must comply with changing state and federal environmental regulations and maintain a safe working environment for our employees. It is well-understood that water and sewer infrastructure across the country is aging and in need of significant investment to maintain proper service and address environmental concerns.
Many of the Company’s systems are reaching the end of their useful life and must be replaced, rehabilitated, or upgraded to avoid system failures. To that end, CWSNC has invested over $22 million in capital improvements since its last rate case, which is not included in prior rates.
It is important to note that all investments driving the requested increase have already been incurred by the Company and are providing service to customers before a change in rates is implemented.
WSIC/SSIC. As of March 31, 2020, the WSIC/SSIC surcharges were reset to $0. These charges may resume in the future should the Company continue to invest in eligible improvements in its water and sewer infrastructure and would be subject to rigorous review and approval by the Commission.
Comparison to rates of other providers. All providers have individual characteristics of service, source, density, taxpayer support (or lack thereof), and financing; therefore, rate comparisons among them lack meaning. The municipal water companies cannot be fairly compared to the regulated private water companies for so many reasons—–their funding sources are generally different and include support from taxation policies, they usually enjoy increased density and thus a lower cost per customer to serve, and they often utilize more efficient surface impoundments for sources of water, to name a few.
CWSNC and other private water companies can only recoup money for maintenance and construction through rates and after the facilities are in use and are useful, which is usually months after the construction or maintenance has occurred. Private water companies also pay property taxes on all their facilities, which is a cost the municipal systems do not incur. Further, these regulated companies rely for much of their service on a large, un-networked system of individual wells and smaller sewer plants, spread across a large swath of the state in areas that are, generally, less populated.
What is changing with my water and sewer rates?
The table below shows a comparison of average water and sewer bills at old and new rates for a 5/8” residential customer.
Avg. Billed Gallons
Present Monthly Bill
New Monthly Bill
A comparison of the new authorized rates for Uniform Water is below.
A comparison of the new authorized rates for Uniform Sewer is below.
Please do not hesitate to contact me at firstname.lastname@example.org if you have any further questions.
As a result of the pandemic, many of our customers may have temporarily closed businesses, churches, school buildings, or a vacation rental/home. Water that is held unused in pipes while the buildings are closed can become stagnant and produce undesirable tastes or odors when the building is reopened and water use is returned to normal.
To avoid these problems, it is recommended all customers take precautionary actions to minimize water quality complaints when buildings or homes reopen.
The building plumbing, including water heaters, should be thoroughly flushed before reopening for normal use.
Thorough flushing includes operating all sink, tub, shower, and toilet fixtures. Safety equipment, such as eye washes, safety showers, and fire sprinkler systems may also require assessment and necessary maintenance.
Water features inside and outside buildings, hot tubs/spas, and cooling towers also can require attention. The Center for Disease Control CDC) has very detailed information on reactivating plumbing systems after dormant conditions on its website at the link below:
Disinfectant wet wipes, paper towels and toilet paper are flying off the shelves. These products help keep us clean and reduce the spread of the COVID-19 virus. But when we remember that products like baby wipes and wet wipes are not as “flushable” as typically advertised, it’s no surprise that we’re now at a greater risk for sewer blockages in our communities.
If TP isn’t available, it’s easy to reach for an alternative – but keep in mind these wipes need to stay out of our pipes, period. Keep a bin next to the toilet for disposal! Do with wet wipes what you’d do with a baby’s diaper or other hygiene products.
When “flushable” wipes enter your plumbing system, they don’t disintegrate like regular ol’ toilet paper. They often hold together better than a paper towel and they require more water to travel the distance from inside your house to the buried sewer lines outside. At some point in this journey, you’re going to get a clog! If wipes survive the trip to the water treatment plant, they just clog up the giant pumps there, creating even bigger problems.
So now that we’re never flushing our wet wipes again, are you wondering what else doesn’t belong down the drain? Read this quick list of items we’re all guilty of tossing… Now here’s to helping our pipes stay clog-free.
Q-Tips and cotton balls – They will never disintegrate like TP, so don’t flush ‘em.
Feminine hygiene products – Pads and tampons are meant to absorb liquids, not break down in them. They are never safe to flush.
Dental floss – Floss might look harmless, but this stuff is tough. It can create a net when it’s swishing around in your pipes and wrap around parts of your septic system, even burning out the motor.
Diapers – No no no no no! Diaper pails exist for a reason.
Condoms – They’re designed to never break down in water. Put it in the trash.
Medication – Toilet water doesn’t break down the prescription drugs you flush, meaning that whatever you’re taking will end up in the environment. Throw into the trash or return it to a pharmacy.
Kitty Litter – Some cat litter brands advertise as being flushable, but don’t believe the hype. All it does is make water more difficult to purify on the other end.
Cigarettes – Ciggie butts are full of chemicals! Don’t smoke them and don’t flush them.
Hair – When flushed, hair acts like dental floss and creates a net that gets caught on everything. Plus, it never dissolves in water, no matter how long its there.
Bleach – It’s too harsh of a chemical to use as a part of your routine cleaning, try getting toilet stains out with vinegar instead.
And of course, no fats, oils or grease, either! But more on that later.
Delinquent Accounts Will Not Be Cut and Suspended Accounts Restored
COVID-19 customer service number – 1-800-272-1919
Charlotte, NC – Don Denton, President of Carolina Water Service, Inc. of North Carolina (CWSNC), has announced that CWSNC will be suspending water service shutoffs for delinquent payments in all its service territory effective immediately. Additionally, the company will begin reconnecting service to those customers who are currently not receiving water service due to lack of payment on delinquent accounts.
“As a public utility, CWSNC understands our obligations to the communities we serve including the personal safety of our neighbors through personal sanitation,” said Denton. “We know a safe and reliable source of potable water is vital for hand washing, surface cleaning, and all other measures to mitigate the impact of COVID-19.”
CWSNC customers impacted by this decision will be notified as quickly as possible and reconnections will begin promptly. Denton indicated that the policy will remain in effect until at least March 30 and will be reevaluated at that time considering the prevailing COVID-19 conditions. Customers who are behind on their bills are encouraged to bring them current or discuss their options with CWSNC customer service as the suspension of shutoffs is only temporary.
“Maintaining service to our customers is a simple decision for us as we encourage everyone to follow the guidelines recommended by the Centers for Disease Control (CDC) to protect themselves and their families,” Denton added.