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Water/Sewer

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1. How often does Natick read the water meters?

We read the water meters every month.

2. How does Natick read the water meters?

The water meter inside the home is wired to a transmitter that is placed on the outside of the home. Natick uses a drive by read system to collect the meter readings once per month. 

3. The Water/Sewer bill is based upon usage, what is “usage”?

Water usage is billed in units. On the water bill, it says “usage” then a number. That number is the number of units you are being billed for. One unit is 100 Cubic Feet of water, which is equal to 748.1 gallons. Therefore, one billing unit is 748.1 gallons. 

Board of Selectmen Meetings Calendar

4. How often does Natick send water bills?

We bill Quarterly or 4 times per year. Each bill will account for three months of usage. Billing is conducted by the Collectors Office at Town Hall. 

5. I am selling my home, what do I need to do to close my water/sewer account?

Fill out the Final Meter Read form and email it to water@natickma.org. The final meter reading should be conducted close to the sale closing date. The form can be found here:   https://www.natickma.gov/1604/Final-Bill

6. I just bought a home in Natick; how do I activate my water/sewer account?

The water/sewer account is transferred during the real estate transaction’s closing; you should not have to do anything. If you are seeking information on when to expect the first quarterly bill you should contact the collector’s office at: collector@natickma.org

7. How are sewer charges calculated? Are there sewer meters?

Sewer usage is calculated from the water meter usage. Water use and sewer use are based upon the same reading. Sewer is billed, per unit, higher than water. Natick’s sewer is transported and treated by the Massachusetts Water Resource Authority (MWRA). The costs are substantially higher to clean and treat wastewater than cleaning and treating Natick’s potable water. 

8. There is something on my bill that says “EDU” What is an EDU?

Equivalent Dwelling Unit, if you live in or own a multiple dwelling unit apartment or condominium that shares a water meter the EDU represents the number of dwelling units associated with a single meter. 

9. What is tiered billing?

Natick uses a tiered billing system. The more water you use, the more per unit the water & sewer will cost. If you use more water during warmer months (i.e. water your lawn) your water bill could be substantially higher because the higher usage is billed at a higher per unit cost. 

10. Why is there a meter service fee on my bill? What is it for?

The charge is designed to recover costs, which do not vary with consumption. These costs include meter reading and billing customers for each quarterly period, customer service, a portion of general administrative overhead, and maintenance and replacement of meters.

11. Who sets the Water/Sewer rates?

The Board of Selectmen set the rates for water & sewer users in the Town of Natick. This is because in addition to being elected to the Board of Selectmen, they also serve as the Water & Sewer Commissioners. 

12. Where does Natick treat the wastewater (sanitary sewer)?

Natick’s sewer is transported and treated by the Massachusetts Water Resource Authority (MWRA). The costs are substantially higher to clean and treat wastewater than cleaning and treating Natick’s potable water. 

13. How can I view my billing history, or current usage? What is WaterSmart?

We have teamed up with a vendor to allow customers access to an online portal that they can log into to view many items related to their water usage and billing. You can view billing and usage history, see comparisons of water usage to similar size families, get assistance in finding leaks and many more. This service is free. To gain access please follow this link: https://natickma.watersmart.com/index.php/welcome

14. I think my water/sewer bill is inaccurate, I have a higher than usual bill. What should I do?

Steps to take if you think something is wrong: First, think back. Did you water your lawn and gardens? Was it an exceptionally dry summer? Have you had a running toilet? Did someone leave a hose running or faucet running? As explained, if your water usage moves into the next rate tier the water and sewer per unit increases causing higher than expected water & sewer bills. Second, check the leak detection dial on the water meter. Locate your water meter, on the meter is a red dial or a red triangle. These dials detect small or low flows. If all the water-using devices in your home are off then this dial should not be moving. If the dial is moving, it is possible you have a leak. If you suspect you have a leak please contact a licensed plumber to check the plumbing systems. Third, if you have specific questions about the bill, how it was calculated, past payments, amount due: check WaterSmart (see above) first. This will show your current and past bills. If you still have questions please contact the Collector’s Office at Town Hall: collector@natickma.org or (508)647-6425. Fourth, if you have specific questions about water meter reads or water use history: check WaterSmart (see above) first. This will show your current usage and historical usage. If you still have questions please contact the Natick DPW Water/Sewer Division at water@natickma.org or 508-647-6557. Finally, if you feel you have been billed incorrectly or you feel you should not be responsible for the charges you could file for a water/sewer abatement. The abatement process starts with the Collector’s Office at Town Hall. Please follow this link for more information and to access the water/sewer abatement form: https://www.natickma.gov/DocumentCenter/View/11650/Water--Sewer-Abatement-Applicatio n7121?bidId= or contact the office at collector@natickma.org or (508)647-6425 to start the process.

15. When can ratepayers raise or voice concerns to the Water & Sewer Commissioners?

Concerned ratepayers can send correspondence (via phone, e-mail or written letter) to the Board of Selectmen at anytime. They can also appear at any Selectmen’s meeting and be heard under Citizen’s Concerns. How to get a hold of your water & sewer commissioners: Phone: (508) 647-6410 E-Mail: selectmen@natickma.org Letter: Natick Water & Sewer Commissioners 13 East Central Street Natick, MA 01760 Board of Selectmen Meetings Calendar

16. Can I get an irrigation meter? Why would I need an irrigation meter?

Natick does allow the use of irrigation meters. Irrigation meters are separate meters, installed by a licensed plumber, that do not add sewer charges for the water used. As the name infers, this is for water that does not enter the municipal sewer system. Irrigation water rates are higher than domestic use rates, but the rates are lower than the combined water & sewer rates. Details on the irrigation meter program may be found at: https://www.natickma.gov/1064/Irrigation-Meter-Information

17. Where does Natick get its water?

Natick gets its water from ground water wells located in Natick and Dover. The water is pumped and treated through four individual treatment plants. 

18. I have discolored water in my cold water lines. What should I do?

Water in the distribution system can be discolored for multiple reasons. The Water Division conducts water quality hydrant flushing twice a year (Spring/Fall), if there is a fire and a hydrant is used in the neighborhood, if there is a water main break, all these reasons, plus others, could cause discolored water. If in the morning after the seasonal water quality flushing is completed for the area, or if the water main has been repaired and water service restored: please flush your cold water tap, preferably, a tub faucet or outside spigot for 20 minutes. If the water doesn’t run clear after running the cold water, please call the Water Division at 508-647-6557. 

19. All of a sudden, I have no water pressure or no water. What should I do?

Check for leaks in your basement or yard where the water service line is located. In winter, check for frozen pipes or a frozen meter. Please call the Water Division at 508-647-6557, if this is urgent and after business hours, please contact the Natick Police dispatch at 508-647-9500. I 

20. I have an uncontrolled leak in my basement. What should I do?

Locate your water meter and shut the valve closest to the meter. If the valve cannot be closed or if it is still leaking once the valve is closed, please call the Water Division at 508-647-6557, if this is urgent and after business hours, please contact the Natick Police dispatch at 508-647-9500.