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About Usage & Services

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1. What do I do if I am unable to see my Usage & Services dashboard?

1. If you have previously validated and connected your WaterOne account to your Usage & Services dashboard, and your billing zip code recently changed, contact WaterOne Customer Service at 913-895-1800.
2. Special characters in your profile name may cause errors (such as Jane&John Smith). Try removing special characters from your profile name and try to re-validate after the change has been made.
3. If your account has been closed, account data will no longer be available in the dashboard after 45 days.

2. What can I do if I can't log in to my Usage & Services profile?

1. In the Usage & Services login screen, click the "Forgotten Your Password?" link. You will receive an email with a link to reset your password.
2. Six or more unsuccessful attempts to log in will temporarily lock your account. If you haven't received a "Reset Password" email, you may be locked out. Wait 30 minutes and then try using the "Forgotten Your Password?" link again.

3. And if I have not received an activation link?

1. If you didn't get an email with an activation link, check your spam, junk, or "other" folders. The email will be from "donotreply@waterone.org", and the subject line will say Signup | Verification.
2. Check that you've used your correct email to set up your account. You can check by trying to register again with your email address - if you get a message that says that email address has already been registered, this means you have used the correct email.
3. To re-send an activation email, go to the Usage & Alerts login screen and click the "Forgotten Your Password?" link.
4. If the previous steps haven't worked, contact WaterOne Customer Service at 913-895-1800.

4. What should I do if I'm not able to validate and connect my WaterOne account to my Usage & Services dashboard?

1. If you are using a mobile device, view the page using landscape mode or switch to desktop mode to make sure you are seeing all the options and graphs on the page.
2. Try using a different web browser to access Usage & Services.
3. Check that you are using the correct Customer ID (Business Partner) number and billing zip code.
4. Special characters in your profile name may cause errors (such as Jane&John Smith). Try removing special characters from your profile name and try to re-validate after the change has been made.
5. If you are still having issues validating and connecting your WaterOne account to your Usage & Services dashboard, contact WaterOne Customer Service at 913-895-1800.

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About WaterOne & HomeServe

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1. Why did WaterOne choose to partner with HomeServe?

WaterOne chose to partner with HomeServe because we wanted to educate customers about their responsibility for service lines and provide them with a low-cost warranty option.

It was also an opportunity to take some control over the aggressive marketing tactics this industry has a track record of using. By partnering with HomeServe, WaterOne has negotiated the best deal for our customers and has approval rights over all HomeServe marketing materials in our service area.

2. Why did WaterOne select HomeServe?

WaterOne selected HomeServe after a competitive Request For Proposal (RFP) process which closely considered the terms of service, cost, and references of HomeServe and its competitors.

HomeServe offered the lowest price, covered landscape replacement, vetted qualified local contractors, and had good references. It has an "A" rating with the Better Business Bureau with over 1,000,000 customers nationally and so far over 20,000 customers locally.

3. How much does it cost and is WaterOne being compensated to recommend HomeServe?

HomeServe's water line coverage costs $3.99/month. WaterOne chose to accept a 6% commission from each water line policy sold. That percentage comes out of HomeServe's share; it is not an expense passed along to our customers. However, that money goes back to benefit all of WaterOne's customers. As a non-profit water utility, WaterOne is proud to put that money towards a good cause.

Part of the money we'll use to offset uncollected bad debts, which reduces rate pressure and benefits all customers. The rest, we pay it forward … We're proud to have a partnership with the Utility Assistance Program run by Johnson County Human Services. This well-regarded charitable program helps individuals and families in temporary need of assistance.

Furthermore, WaterOne's time and incidental costs in partnering with HomeServe are self-supporting; WaterOne ratepayers don't subsidize it.

4. Does HomeServe offer other home warranty services? Does WaterOne endorse those too?

HomeServe offers a full line of home warranty services. In courtesy to other public utility providers, WaterOne is partnered with HomeServe to only endorse its water line protection plan at this time. To find out more about HomeServe's other protection plans, visit the HomeServe Website.

5. Is WaterOne affiliated with any other companies offering waterline warranties?

No, WaterOne is exclusively partnered with HomeServe. There are several competing national companies that provide home warranty products. Before selecting a warranty partner, WaterOne evaluated and screened the three major providers and felt that HomeServe was the best fit for us and our customers.

Customers are free to select any warranty provider they wish or none at all. We simply vouch for HomeServe and because of the relationship we have with them, we can offer our customers greater accountability and responsiveness should there be an issue with which we can help.

HomeServe's competitors have periodically continued to mail solicitations in this area using WaterOne's name, as they did prior to WaterOne's partnership with HomeServe. WaterOne is not affiliated with any other company. As with any optional service, we encourage you to consider all the information available and make the best choice for yourself.

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Account Privacy

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1. What is personal information?

Personal information may include such information as your name, email address, mailing address, billing data and history, payment history, funding account information, account login and other information about you collected electronically, in person or by telephone.

2. How is personal information used and disclosed?

• To establish and provide ongoing service
• To verify identity and protect against error or fraud
• To manage invoicing and accounting services

3. How is personal information protected?

Employee access to personal information is limited to those who require access to perform their assigned duties. WaterOne enforces with its employees the responsibility to protect personal information.

Customers whose names appear on the account are permitted to access account information concerning them that is held by WaterOne and to have it corrected if possible. Customers are encouraged to provide WaterOne with any changes to their personal information to ensure that the personal information maintained by WaterOne is accurate and complete.

WaterOne reserves the right to deny access to account information to persons who are not listed on the account. Secondary names on the account can only be added by the account holder.

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Advanced Metering Infrastructure

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1. What is AMI?

Providing exceptional service at a great value is essential to WaterOne's mission to serve you. Advanced Metering Infrastructure (AMI) is a multi-year project to upgrade WaterOne's meter reading technology. Instead of "walk-by" manual meter reading, new technology will automatically relay readings to WaterOne.

Beginning in 2019, a small wireless relay device known as a "SmartPoint" will be connected to the existing water meter in the meter pit located in your front yard.

As a result of AMI, customers will soon have access to their own daily water consumption data, monitor usage online, and set up personal alerts which can help prevent leaks or avoid surprise high bills. It will also give WaterOne employees better data to help troubleshoot customer concerns. We will follow up with further information when that aspect of the project is ready.

This upgrade will not affect water bills or charges - it simply allows the existing meter to be read remotely instead of manually.

2. What do I need to do?

No further action is needed from you at this time. The installation takes approximately 15 minutes and will not interrupt water service. All work should be done in the meter pit in your front yard, which is located in the public easement.

There is no need to enter the home for most installations. If you are among the handful of customers who still have an indoor-mounted meter, WaterOne and its contractor Utiliuse will reach out to you to set up an appointment to upgrade your meter as well as install the wireless reading technology on it.

3. What does this project entail?

This project does not change the way water is consumed or metered. Only the way we read meters is changing - for the better.

WaterOne is changing the way it reads meters from a manual, labor-intensive process to a remote network that communicates to and from the customer meter. WaterOne will be installing an add-on device to each meter that securely transmits meter readings back to WaterOne. Once the project is fully implemented, customers will be able to access their own daily water consumption. You can monitor your usage online and set alerts which may help you avoid large leaks or surprise high bills.

In addition, WaterOne can better operate its system and provide services to customers at greater convenience and value such as confirmation readings, move-out readings, and finding stuck meters.

4. When will the project occur?

Customer devices will be installed between 2019 and 2021, depending on your location. At a designated time after we have completed your installation, you will receive a postcard in the mail inviting you to log-on to enhanced online customer tools.

5. How will this project affect me, the customer?

Once the project is fully implemented from 2019 to 2021, we will begin contacting customers and inviting them to log on to their new consumption portal online. You will have access to detailed water consumption information through your secure online account. You will also be able to monitor usage online and set alerts which may help you identify leaks more quickly and prevent unintentional high water consumption.

We too will be better equipped to help you understand your consumption when you contact us with questions, resulting in a better customer service experience for you.

6. Why is WaterOne doing this project?

The driver of this project is to keep up with customer expectations about access to their consumption data and communication about their usage. We also want to operate more efficiently and have more opportunities to serve our customers better. WaterOne is taking this opportunity to invest in advanced meter reading for all customers so that our infrastructure stays current and we provide all customers with the same level of service.

Most residential WaterOne customers are still on "walk-by" meter readings. A WaterOne meter reader walks by customers' meters and collects the meter reading by touching a handheld device to the meter pit lid. All commercial and industrial WaterOne customers are read by remote meter reading technology and the reading devices that support that kind of meter reading are reaching the end of their useful life. This opportunity is driving the timing of this project.

7. Who will be installing the project?

WaterOne has selected a Sensus advanced metering system and UtiliUse, a Sensus partner, to perform the installations of the reading devices. This decision was made following an open, competitive RFP process voted upon by the WaterOne Board in February 2018.

8. Where will the technology be deployed?

Water meters are primarily housed in sunken self-contained pits in the front yard of residential customers' property. (Commercial customers' meter pits location vary.) Unless the water meter is already due to be changed out for its age or performance, the meter will not be changed-out. In most cases, we are simply adding a transmitting device to it to be securely read by our new system.

A small number of WaterOne water meters are still located inside homes, typically in the basement near an outer wall. We will coordinate with the homeowner to gain access to make the installation on the water meter.

9. How will I be affected by this project?

For the vast majority of customers, the installation will be nearly invisible to them as the installers will quickly come and go without noticeable changes. For device-only installations, there will be no interruption of water service.

There are a small set of customers who still have their water meter installed inside their house connected to a touchpad on the exterior foundation. For these customers, our installation contractor (UtiliUse) will get in touch with you to schedule an appointment time for updating the equipment and installing the reading device.

10. Will my bill go up because of AMI?

No, AMI project is not funded through additional rate increases or fees. This project is a "net neutral" cost to customers across its 20-year life span. The cost of the project is offset by operational savings from the new technology.

Also, we are not doing a large-scale meter change-out as a part of this project. New meters are more accurate than older meters, so when a new meter is installed customers may see their bill go "up" because the new meter is now measuring all the water flowing through it. However, in general new meters are not a part of this project unless they have been identified for upgrade due to age or performance. If you have a question about your bill, call Customer Care at 913-895-1800 during business hours.

11. What time of day will crews come? Will they work holidays and weekends?

Our installation contractor will work within typical business hours, early morning to early evening. During hot weather, they may start and stop earlier in the day to work more safely in the heat. They will work most Saturdays and some holidays. Their work will not interrupt your water service, if you are receiving just the reporting device addition to your existing water meter. Utiliuse will provide notification to any customer who will receive a new meter and have service interrupted, generally for about 15 minutes. For the vast majority of customers, this change-over will be invisible.

12. How will WaterOne control and regulate private contractors that are paid to do the installation?

WaterOne fully vets and carefully selects contractors who represent the best value, quality, and service to WaterOne and its customers. We monitor and manage contractor services to ensure all deliverables are being met to the standard required.

All work should be done in the meter pit in your front yard which is located in the public easement. There is no need to enter the home unless your meter is one that is still installed inside of the home (usually an outer basement wall) in which case a prearranged appointment will be coordinated. Our installation contractors will be happy to show you identifying information and credentials.

If a customer has a question or concern regarding a contractor's activity related to the AMI project, they should contact WaterOne at 913-895-1800.

13. If my property is damaged during AMI installation, who covers the cost of the damages?

This project is not invasive and should not create property damage. If you believe your property has been damaged, contact WaterOne at 913-895-5500 during business hours and ask to speak with our claims coordinator.

14. What is WaterOne’s policy regarding privacy and data gathered from the metering system?

Whether consumption is collected manually or electronically by WaterOne, it is not considered to be a high value asset. All data collected, transmitted, and stored by WaterOne's metering system is consumption data only - how much water was consumed at what location. It is used for billing and as aggregated data to help us operate our system better. Now, you - the customer - will have secure access to your information too.

15. Will WaterOne be able to control my consumption like the electric company’s smart thermostats?

No. The AMI reading devices allows for remote readings on consumption but has no ability to control consumption.

16. Should I be worried about privacy concerns?

No. No personally identifiable information (PII) is transmitted with the data signal. And although this data is not considered to be a high-value target, the data signal is encrypted and split into separate data packets that can only be reconfigured by a protected proprietary digital key. WaterOne does not share or sell customer consumption or financial data.

Remember, consumption data has been collected, transmitted, stored, and analyzed since the origin of WaterOne as a utility provider in 1957 and prior to its establishment as a public utility when it was a small private water company. What this project changes is the way the data is collected and the frequency at which it is collected so that we can provide better services to you, our customer.

17. How will the project impact WaterOne personnel?

This technology automates meter reading, so WaterOne will be phasing out manual meter reading between now and 2021. WaterOne is committed to being an employer of choice and retaining good talent, so we have involved affected staff in the progress of this project and are proactively working with them to identify and prepare for other opportunities at WaterOne, should they wish to stay with us. Our goal is to transition each employee into other positions within our organization and we are working with them now to identify opportunities and training to make them competitive for a job change.

18. Are there negative health effects as a result of remote metering systems?

There are no proven health effects of this system. We care about our customers and the communities we serve; we live in our service area too. The radio waves emitted by these devices are a tiny fraction of what we already experience in the ambient environment from our cell phones, laptops, microwaves, etc.

These devices are "asleep" up to 99% of the time, "waking" only to transmit a data point and then turning off again.

19. Can I opt out of this upgrade?

We strongly discourage it. By refusing the meter reading enhancement, we will have to manually read your meter which will be subject to an additional monthly charge to you.

If you are considering opting out of this change, let's talk. Contact Customer Care during business hours at 913-895-5500 and ask to speak with the AMI Project Manager.

20. Who do I contact for more info?

Contact Customer Care at 913-895-1800 during business hours.

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Don't Flush Prescriptions!

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1. Is my water safe to drink?

Yes. WaterOne meets and exceeds all state and federal standards for pure drinking water. Although our advanced technology is able to detect more substances at lower levels than ever before, the leading research has shown no health effects from prescription and endocrine disrupting compounds in drinking water. Research continues as the water community remains committed to protecting public safety.

2. So, what’s the concern?

Although research has not demonstrated human health effects from these compounds, it reminds us of how precious our source waters are and the need to protect them. The best, most cost-effective way to ensure water safety is to keep our source waters clean. As a common sense precaution, the Office of National Drug Control Policy discourages flushing prescriptions down the toilet unless there's information enclosed with it specifically saying it's safe to do so.

3. What should I do instead of flushing them?

Many cities periodically offer Prescription Drug Take-Back events, no questions asked. Store prescriptions in a secure place, clearly labeled and watch for upcoming drop-offs in your city or nearby. Whenever possible, we feature drop-off event information on our Facebook and Twitter.

4. Is bottled water safer?

A number of bottled water companies use tap water as their source because it's a great-tasting, economical, reliable source. However, bottled water is not currently as closely regulated or tested as tap water. Bottled water is regulated through the Food and Drug Administration; it's considered a food product. Water utilities are required to publish information on their water quality; bottled water companies are not.

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Hard Water

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1. Is the water safe to drink?

Yes, WaterOne’s water quality goes above and beyond all regulatory standards, winning awards for taste and quality. Water hardness is considered an aesthetic issue.

2. Do I need a water filter?

Your tap is perfectly safe without one. If you have an internal problem with your plumbing, you may want to consider a filter or treatment system.

3. Do I need a water softener?

It's a personal choice. Since the EPA requires a certain degree of what we consider "hardness," you may notice some benefits of an softener, including using a lesser amount of soap and detergents and less spotting on hard surfaces. They can also leave your skin feeling softer, retaining more moisture.

The trade-off is that your home plumbing is more susceptible to corrosion, accelerating its wear and increasing the possibility that heavy metals will leach into your water. Remember, never ever use warm or hot water in the preparation of foods or beverages for consumption.

A water softener can also increase your sodium intake. Softeners transform calcium and magnesium hardness into soft salts like sodium.

Are you installing a water softener and need to input a "Water Hardness Number?" To calculate this number, divide our most recent value for total hardness (ppm) by 17.1 to convert to grains per gallon (GPG). WaterOne's most recent total hardness average can be found in our annual water quality reports.

4. Don’t combine a water softener with a whole house carbon filter.

Carbon filtration at the incoming water supply will remove the beneficial levels of chlorine from the water, resulting in elevated amounts of bacteria growing in the internal plumbing system.

5. Check the setting on your hot water tank.

In most cases of calcium build-up, the hot water tank has been set at a higher than normal setting. High efficiency devices (i.e. tankless hot water heaters and re-circulating hot water systems) can also cause build-up in plumbing systems.

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Open Records

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1. Are there any fees?

Please keep in mind that reasonable fees, not exceeding actual cost, may be charged for access to records, copies of records, and staff time for processing your request. You may be required to show proof of identity, if requested, in order to pick up these requested records.

2. What records are available?

Many records maintained by public entities are open for inspection and/or copying by individuals. Examples include regulations, board policies, minutes/records of Board meetings, and budget documents.

3. What are the exceptions?

The Kansas Open Records Act recognizes that some records contain information which is private in nature. For this reason, the Act lists a number of exceptions. Records which are closed for this reason may include:

• Personnel information of public employees
• Medical treatment records
• Records which are protected by the attorney-client privilege or the rules of evidence
• Records containing personal information required for Census purposes
• Notes and preliminary drafts
• Criminal investigation records
• Proprietary business information
• Records related to security measures
• Several other specific records

4. Why would my request be denied?

Although every attempt will be made to provide the information requested, it is not always possible to fulfill the request. There are a number of reasons that a request may be denied:

• The specific record that was requested does not exist.
• The request was unclear and should be resubmitted with more detail.
• The record that was requested is closed to protect an important privacy interest (see list of exceptions).

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Ozone Facility FAQs

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1. What is ozone? Is it safe?

In nature, ozone occurs during thunderstorms, when electricity causes oxygen molecules to become excited and bind together. WaterOne will be using the same process to produce ozone for use in its water treatment. Drinking water that has been treated with ozone is completely safe. The only chemical by-product of ozone is oxygen, which dissipates on its own during the treatment process.

2. How does WaterOne use ozone to treat water?

Ozone is produced on-site for water treatment using ozone generators, which use high voltage electricity to excite oxygen (O2) into becoming ozone (O3). After generation, the ozone is introduced into a pipeline contactor. During its time in the pipeline, the ozone works to destroy viruses and bacteria while breaking down taste and odor compounds. The ozone-treated water then continues through the remaining steps of the treatment process.

3. Why is ozone water treatment better than conventional methods?

Besides being an improved treatment method for substances in the source water like bacteria, viruses, pharmaceuticals, and taste and odor compounds, the ozone treatment process is more efficient and cost-effective. Conventional water treatment methods rely on costly chemical additives, and WaterOne gets better value from ratepayer dollars by replacing these methods with ozone water treatment.

4. Why did WaterOne invest in ozone water treatment?

WaterOne's top priority is to protect the health and safety of our customers using the best resources available. As water treatment technology becomes more innovative, regulations for drinking water quality can also get more restrictive, and ozone water treatment will allow WaterOne to proactively meet future drinking water regulations. The plant will also allow WaterOne to operate more efficiently and cost-effectively, and is projected to pay for itself within 20 years due to reduced operating expenses.

5. Is ozone commonly used to treat water?

Ozone water treatment methods were developed throughout the 20th century, and ozone is now widely used to treat water in the US and internationally. Several ozone treatment facilities are currently in operation in Kansas, although the facility at WaterOne will be the largest in the state.

6. Will my water taste any different?

Ozone is more effective at treating taste and odor compounds in our source water. While WaterOne's tap water is completely safe, seasonal conditions in the Kansas and Missouri river can sometimes cause variances in the taste of the water. Ozone treatment will help WaterOne deliver delicious, consistent-tasting tap water all year long.

7. Will my water bill go up because of Ozone Water Treatment?

No rate increase is required because of this project. WaterOne maintains a planning horizon of 40 years, and major infrastructure projects are carefully funded according to long-term budget planning in order to avoid reactive rate increases. The construction of ozone treatment facilities is projected to pay for itself within 20 years due to cost savings as a result of a more-efficient water treatment process.

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Paperless Billing - Contact & Notifications

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1. What if I forget my User ID or password?

Go to the login page and click on "Forgot User ID/Password?"

2. How do I change my name or email?

From the Dashboard, choose Edit Profile Information, or click the menu icon to access the site menu. Then select Profile Information and select the edit option for the information you wish to change

3. How do I change my bank account information?

Click the menu icon to access the site menu and select Manage Payment Accounts.

4. How can I confirm if my payment has been processed?

You can view your current balance on your Dashboard, or click the menu icon to access the site menu. Then select Payment History to see the current status of your payment.

5. How are notifications delivered?

• Email: Choose to get a plain text or HTML email to the email address identified with your online profile. If an email address isn't valid or provided, emails will not be delivered. To pay by email, you must choose PDF and Payment Summary.
• Text (SMS): Get a text to your mobile phone. Please note that a separate SMS enrollment process must be completed after selecting SMS delivery method for at least one of the Notification Types. If SMS enrollment is not complete, no SMS messages will be delivered. To pay by text, you must check the SMS box at the top of the page.
• Voice Message: Get a voice message to any phone. Requires registration of phone number, choice of call times, and time zone.

Note: Language for notifications must be selected.

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Paperless Billing - Enrollment

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1. How do I enroll?

Enrollment is easy! You'll need your WaterOne account number and your 5 digit billing zip code. To speed up the process, know what username and password you want to use.

If you plan to make Self-Managed Direct Debit payments through your paperless billing profile, you will need the routing and account numbers for the bank account you'll use. This information can be securely stored in your profile. Payments made through your paperless billing profile do not carry a processing fee.

See instructions for Paperless Billing Enrollment (PDF)

Note: You must wait until the following business day before enrolling.

2. When will my new User ID and password be activated?

You are ready to make a payment once your first bill posts to your Paperless account.

3. How do I enroll additional accounts?

Click on Menu button (three horizontal lines) and choose Online Accounts. Then click on "Add Account" under the "Action" column.

4. When can I start making payments through my paperless billing profile?

You are ready to make a payment once your first bill posts to your e-Bill/Paperless account.

Important: The bill in your profile at the time of enrollment must be paid using the Single/Independent Payment option. Recurring payments are triggered by the arrival of a new bill and will not be effective for a bill already in your profile. Scheduled recurring payments will start when your next bill arrives.

5. Will I continue to receive a paper bill in the mail?

No. In order to receive a paper bill you would need to deactivate your profile.

6. How do I cancel my paperless billing enrollment?

From the log-in screen, choose “Deactivate your profile.”

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Paperless Billing - Payments

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1. What types of payment are accepted on the paperless billing site?

Direct debit payment from a banking account: checking, Money Market or savings accounts. You manage all of your payment information and scheduling in your Paperless Billing profile.

2. How do I make a payment?

Go to the WaterOne website and click the Pay My Bill button. Paperless Billing is the option you are looking for when making a payment from your banking account. You will need to log into your paperless billing profile.

A summary of your account(s) is available on your dashboard. Click the View/Pay button to view your bill and pay the individual bill, or from the left hand menu choose Schedule a Payment and make individual or consolidated payments.

You can also choose Manage Recurring Payments to schedule a payment for future bills that post.

3. Can I establish regularly scheduled payments?

Yes. Two types of payments can be scheduled in advance. We call them recurring payments. You have the choice between two types of recurring payments; automatic and fixed:

• Automatic: Automatic payments ensure your payment is never late. This option always pays the amount shown on the bill. You can choose to pay the bill as soon as it arrives in your profile, on the due date, or a specified number of days before the due date.
• Fixed: Both the amount you want to pay and the date you choose to make the payment are the same each month. It is highly recommended that you do not set an 'Ending Date' of 'Until Further Notice' on a fixed payment. Select a specific date or number of payments.

Before submitting a recurring payment for scheduling, be sure to double check the starting and ending dates in the Payment Period section. Make sure they accurately reflect what you are trying to accomplish with the type of payment(s) you are scheduling.

Important Note

We also offer AutoPay - another type of recurring, automatic, convenient, free form of payment that is available through our customer service department. AutoPay is a "hands-free" payment solution where all of your information is managed and maintained by our customer service department. AutoPay is not available through your paperless billing profile, you must contact customer service to enroll or make changes once enrolled.

If you are unsure whether you are enrolled for AutoPay, please check with customer service before scheduling a recurring payment. Enrollment in recurring payments and AutoPay will create duplicate payments.

4. When will my Single/Independent Payment be processed?

"Same Day" payments can only be made before 7 pm. CST. If you try to schedule a payment for "today" but it is after 7 pm. CST or on a non-business day, a message alerts you to schedule your payment for the next available business day. )

Your account will be credited on the business day following the selected payment date. See the chart below for a complete schedule.

Payments scheduled for a holiday may be withdrawn from your bank account on the business day prior to the holiday.

Timing of Bank Account Payments

If You Schedule Your Payment for:	Your Account Will Be Credited on:
Monday	Tuesday
Tuesday	Wednesday
Wednesday	Thursday
Thursday	Friday
Friday	The following Monday
Saturday	N/A (see Note)
Sunday	N/A (see Note)

Note

If you try to schedule a payment after 7 pm Central Time or on a non-business day, a message will alert you to schedule your payment for the next available business day.

When recurring payments are scheduled for a non-business day, your account will be credited on the next available business day.

Holidays (Based on Federal Reserve)

• New Year's Day
• Birthday of Martin Luther King Jr.
• Washington's Birthday
• Memorial Day
• Independence Day
• Labor Day
• Columbus Day
• Veterans Day
• Thanksgiving Day
• Christmas Day

5. How do I know which payments I've scheduled or completed?

Before the scheduled payment date, your history page will show the payment as "scheduled." When the scheduled payment is submitted to the payment processor, your history page will show the payment as "pending." After the response is received, your history page will show the payment as "approved" or "rejected."

You may choose to receive various communications about your payments. View your options in your profile.

Click "Profile" on the banner menu and then click "View Notifications" to make selections.

6. Can I extend the payment due date?

You can pay your balance in full up to 21 days beyond the past due date. After that time, you will need to call Customer Service at 913-895-1800 if you need to discuss payment of your bill.

Helpful Hint: To avoid late fees, always schedule your payments to occur no later than your due date.

7. Can I cancel a scheduled payment?

You may cancel a payment as long as it is listed on the Payment History page as "Scheduled."

8. What happens to scheduled payments if I delete the WaterOne account from enrollment?

Scheduled payments will still be processed. If you do not want this to happen, you should cancel any scheduled payments prior to deleting the account.

9. What happens to scheduled payments if I cancel my enrollment?

Any payments still in a scheduled state will be cancelled upon cancellation of the enrollment.

10. What happens to scheduled payments if I delete the bank account that was used to set up the payment?

All scheduled payments will be cancelled if their status is "scheduled." You must make other arrangements to pay this bill.

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Paperless Billing - Security

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1. How is my personal and financial information kept safe?

Our bill processor - KUBRA - uses several methods to ensure that your information is secure:

• User ID and Password: Your User ID and password are unique identifiers that only you know. As long as you don't share your user name and password with anyone, no one can view your bills or personal information.
• SSL: KUBRA uses secure socket layers (SSL) which ensures that your connection and information are secure from outside inspection.
• Encryption: KUBRA uses 128 bit encryption to make your information unreadable as it passes over the Internet.
• Automatic Sign Out: KUBRA automatically signs you out of a session if you are inactive for 20 minutes.

2. Are all computers safe to use?

For maximum security, you may want to avoid using public computers when enrolling or modifying your personal or banking information. Computer security experts advise that you may put your information at risk when you use a public computer for personal business. While KUBRA uses numerous security measures to protect your personal information on our website, the use of public computers (schools, libraries, internet cafes) may compromise the security of your information.

3. How is your data security and privacy assured?

WaterOne's paperless billing and online payment site is powered by KUBRA, a company whose business is bill viewing and payment over the Internet. All data transmissions employ current level encryption and KUBRA undergoes annual audits to verify that its electronic payment processing meets industry standards for data security and privacy as required by the banking system.

4. Who has access to my payment information?

You, WaterOne Customer Service Reps, and limited KUBRA personnel, have the ability to see the payments you have made. Only you have access to your bank account information.

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Paperless Billing - Technology

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1. What software do I need to use paperless billing?

You can access your paperless bill from any computer with an internet connection and a web browser that supports 128 bit encryption.

2. Can I download my bills into personal accounting applications?

No, sorry. At this time you cannot download your e-bill information into money management programs.

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Quench Buggy

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1. Is the water chilled?

Yes! Our WaterOne Quench Buggy comes with a chiller, providing fresh cool water.

2. Does the Quench Buggy require electricity?

Yes, and on-site electricity is preferred.

3. Is there a fee to rent the Quench Buggy?

No! It is free of charge for events that are free and open to the public.

4. Are you hosting a for-profit event?

Contact us for options for having the Quench Buggy at your event.

5. Is the water inside the unit safe?

Yes, water inside the Quench Buggy is directly from WaterOne filtration and meets or surpasses all regulatory quality standards. The Quench Buggy also comes with its own UV filter to further ensure water quality on-site.

6. Will the Quench Buggy come with an attendee?

Yes. A trained WaterOne outreach ambassador will accompany the Quench Buggy during the event.

7. Will there be cups available?

Yes, WaterOne will provide small 7 ounce compostable cups for the event.

8. Are reusable water bottles handed out at events?

Depending on the size of the event, as well as the availability of our bottles, we can bring a limited supply of "I Love Tap" water bottles upon request.

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Restoration

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1. WaterOne made repairs on my property and disturbed my property (landscaping, pavement, etc.) Will WaterOne repair it?

Yes, WaterOne's priority is to get your property back to normal as soon as possible. This includes repairing the affected landscape and pavement.

2. Who will perform the restoration?

WaterOne uses local contractors to perform the needed repairs on WaterOne's behalf. Once they receive the work request, the contractor manages the timeline and performs the work.

WaterOne’s pavement repair contractor restores damaged hardscapes including driveways, sidewalks, curbs, and streets, and its landscaping contractor restores yards, irrigation systems and decorative landscaping.

3. I think my irrigation system was damaged by the repairs, or I have irrigation hoses sticking out of the ground. Will that be repaired?

Yes. Although it might appear concerning that hoses are left out of the ground, this is a reminder to our contractors that an irrigation system has been damaged and shows them where repairs are required. Our contractors are capable of repairing irrigation systems, but property owners may have their own landscaping company complete irrigation system repairs if they prefer. Please reach out to WaterOne’s Restoration Coordinator for more information.

4. What timeline can I expect for repairs?

Repairs can be subject to external factors, such as weather (both seasonal weather and day-to-day forecasts), crew availability, and coordination with your city of residence. These factors may affect the time it takes for WaterOne to restore your property, but it’s our priority to get complete restorations properly as soon as we can. Here’s more information on how weather can impact restoration:

• Concrete: Concrete work is generally dependent on day-to-day weather constraints like rain, snow and temperature. This portion of the work must be completed before any asphalt or landscaping work takes place.
• Asphalt: Minimum temperatures are required in order to complete asphalt work. These can vary depending on other conditions, but temperatures of at least 50 ° F is recommended when laying asphalt.
• Landscape: Season and weather are the biggest factors for successfully establishing restored landscape. Cities in our service area have different seasonal requirements for when WaterOne is allowed to restore landscaping. WaterOne is allowed to lay seed or sod in most cities from March 1st through June 1^st, and September 1st through November 1st. Throughout the winter, WaterOne can restore with dormant seed from November through February. Day-to-day weather forecasts also impact when landscape restoration can be scheduled. To establish new seed or sod, WaterOne’s contractors will water as needed for 14 days after restoration. After this, it will once again become the responsibility of the property owner.

5. How does the process typically work?

WaterOne will first ensure all pavement repairs are completed, and then submit the work to the landscaping contractor for scheduling and completion. The contractors are responsible for timely completion within the constraints set forth by WaterOne, as weather conditions allow.

6. The area around my meter pit is settling, causing a lowered spot in my yard. What is this and how do I get it fixed?

Meter pit sinking can occur after restoration work has been completed, as a result of the ground settling due to moisture or other conditions. If you notice this occurring, please reach out to the Restoration Coordinator.  

7. Is it possible that a main break will happen again?

All underground infrastructure is naturally subject to stress due to shifting soils or other factors, and WaterOne does not have control over unforeseen damage throughout our system. Although WaterOne applies significant efforts and resources to proactively maintain the water system, there is always a possibility that additional repairs may be needed down the road. 

8. What is the public Right of Way and the Public Utility Easement?

The public right-of-way is a portion of property legally dedicated to the city for public infrastructure, such as roadways, storm sewers, sidewalks and streetlights. The state also allows utility providers to use the public right of way for their infrastructure.

Utility easements are areas of a property dedicated for utility companies to deliver services like electricity, gas, water, sanitary sewer, telephone, internet and cable. The land belongs to the homeowner, but utilities can access easements to perform routine maintenance, construct improvement projects and repair utility lines during emergencies.

Utility companies try to limit damage to encroaching items during construction, but they are not required to replace, pay damages, or reinstall items that impede construction. Encroachment into an easement or right of way, even if approved, is at the property owner’s sole risk.

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Troubleshooting

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1. Who can answer a question about my bill?

Call Customer Service at 913-895-1800. We're available to help you manage your water account 8 am to 5 pm, Monday through Friday.

2. Is WaterOne’s tap water safe to drink?

Yes! Our water more than meets all regulatory standards and has won awards for taste. Drinking water is regulated through the Kansas Department of Health and Environment and the U.S. Environmental Protection Agency.

3. What do I do if there is a water emergency?

If you are unexpectedly without water or spot a main break (water running down the street without a visible source), call our 24-hour Customer Service contact at 913-895-1800. After regular business hours, our answering service will take your call and mobilize an on-call field team accordingly.

4. What’s the difference between a boil advisory and a boil order?

A boil advisory is a precautionary measure issued by the water utility to alert customers when there is a potential for compromised water quality. It is recommended that customers boil all water used in the preparation of food and beverage for consumption for 2 minutes. A boil order is a confirmation that contamination is present in the water system. It is essential that customers boil all water used in the preparation of food and beverage for consumption for 2 minutes.

Learn more about water emergencies on our Report Leak/Damage Claim page.

5. Can you notify me if there’s a water emergency in my area?

Sure, register at NotifyJoCo to get phone, text, or email alerts about water outages and other emergency notifications near your home, office, school, and other important addresses.

6. What's a water "main?"

"Main" is another term for a pipe. A water main is one part of a system of infrastructure that delivers water to our customers.

7. Do I live in WaterOne's service area?

Hmm, hopefully! Check out our service area or call Customer Service at 913-895-1800 to look up your location by address.

8. Do I have to pay a deposit to get water service?

For most residential and commercial accounts, WaterOne does not require a security deposit. Security deposits are required for all fire hydrant accounts and for accounts that establish a history of late and returned payments.

9. How often am I billed?

If you live in a single family residence, we bill you bimonthly for a total of six bills in a calendar year. All other accounts are billed monthly.

10. Do you charge a connection fee for new construction?

Yes, growth pays for growth. For new construction, WaterOne assesses a System Development Charge (SDC) based on meter size. To learn more, contact our New Services staff at 913-895-5728.

11. What is the service charge?

The service charge covers certain fixed costs of providing water service, such as meter reading and billing expenses, replacing meters or other minor infrastructure, and public water maintained for fire protection. Look for a detailed description on our Rates and Charges page.

Charges for water cover costs for producing and distributing water to your home or business. Volume-based water charges depend on consumption and consumption is the preference of the customer.

12. My bill includes a Kansas Water Plan charge. What does this pay for?

It's a state fee, required of all water customers in Kansas. State law requires all water utilities to collect a consumption-based fee from customers and remit it to the State of Kansas for the Kansas Water Plan. The state uses this money to manage statewide water issues like sustainable sources, flood management, water quality, and wetland protection. To learn more, contact the Kansas Water Office (Topeka) at 888-526-9283 (888-KAN-WATER).

13. What’s this Block 2 charge on my bill?

We keep our rates simple with just two rate blocks, stair-stepping up based on your usage. Your "base" usage is billed at a Block 1 rate. To establish your regular consumption, we measure your water usage during the winter months (meter readings January to April) to set a daily average, called your Average Winter Consumption (AWC). The Block 1 rate applies to 125% of AWC. Block 2 is a premium rate for usage above 125% of your AWC. Block 2 rates incentivize conservation and more fairly distribute the costs of peak services. Those who use water at a pace that creates the greatest demands - or peaks - on the system pay a higher rate on that usage to help defray the future costs of infrastructure.

14. What’s this “Field Charge” on my bill?

If your account is past due, we assess a $25 fee each time a trip is made to your address. That's our real cost for sending a person in a vehicle to your place to turn off/turn on water. We thought it was fair that those who require this pay for it, rather than all customers subsidizing it with higher rates.

15. Does my bill include trash or sewer fees?

No, just water. WaterOne is a not-for-profit "water-only" water utility. Johnson County government operates wastewater (sewer) services, but since WaterOne is independent of other public agencies our only concern is producing awesome tap water.

16. When do summer rates go into effect?

WaterOne's Peak Management Rates are in effect all year long.

17. Can I see my account history or water use?

Yes, signing up for a Paperless Billing account affords customers the opportunity to view three years of billing, payments, and water usage history. As always, if you have questions about your bills, want copies of a bill, or have other questions, call Customer Service at 913-895-1800 or email us.

18. If I don't agree with my water bill, what can I do?

Call Customer Service at 913-895-1800 to review your account. Our knowledgeable staff will answer questions about your bill and may be able to provide some insight based on account history and other information.

19. Where can I pay my bill?

Check out our Payment Options page to learn more.

20. Can I pay with a credit card?

Yes, WaterOne accepts Visa, MasterCard and Discover through our online EZ-Pay account, EZ-Pay One-time payment, or over the phone through the automated system or a payment representative. A $1.99 processing fee applies. Check out our Payment Options page to learn more.

21. Why is there a $1.99 charge to pay my bill online or by phone?

It's a processing fee charged by the payment processor; WaterOne doesn't profit from this at all. Rather than hiding it in your rates, we thought it was best to be upfront and have customers who use the service pay for it. If the fee is a deal-breaker, consider enrolling in Auto Pay, WaterOne's free automatic direct payment option.

22. Why do water bill payments go to a P.O. Box in Missouri?

We use Commerce Bank for payment processing and its secure mailbox happens to be located in downtown Kansas City, Missouri. To ensure the safety and promptness of your payments, all payments are delivered there. No worries: WaterOne is a Kansas public agency and all revenue collected supports our operations and infrastructure in our service area covering the Johnson County, Kansas area.

23. Can I get assistance with paying my bill?

Contact the Utility Assistance Program run by Johnson County Human Services at 913-715-6653. We're proud to have a partnership with this well-regarded charitable program helps individuals and families in temporary need of assistance.

24. Is WaterOne part of Johnson County government?

No, WaterOne is an independent public water utility. Our legal incorporation is "Water District Number 1 of Johnson County, Kansas," which is a description of our location - not a connection to another public agency. To keep it simple, you can just call us WaterOne.

25. Are WaterOne and Johnson County Wastewater the same organization?

No, WaterOne is an independent public water utility. Johnson County Wastewater (JCW) is a department of Johnson County government; it's a wastewater (sewer) utility.

WaterOne does provide customers' consumption numbers to JCW as a courtesy. JCW figures your sewer charges as a percentage of water consumption. For information on how your wastewater bill was calculated, please contact JCW. If you need the information we provided to them, contact WaterOne Customer Service at 913-895-1800. WaterOne has no further information about JCW, its operations, policies, or your JCW wastewater account.

26. Who makes the decisions at WaterOne?

We're lead by a seven-member Board of Directors, elected at-large in local elections by our customers. The Board sets the governing policies and provides financial oversight. Day-to-day operations are managed by our General Manager with support from our senior management team and staff.

27. Where does WaterOne get its water?

WaterOne draws its water from the Kansas and Missouri Rivers and adjacent wells. Our customers gain advantages from having multiple water sources. We have less vulnerability during drought and an ample supply of fresh water.

28. What’s the temperature range of my water?

Depending on the season, water temperature within the distribution system varies between 34 degrees Fahrenheit (F) and 85 degrees F. Typically, this variation is only noticeable if you’re drawing from a spout without temperature control, such as a garden hose or sprinkler. Hot water (i.e. showers) is created in the home/business by running tap water through your plumbing system's hot water tank, which you can adjust to your preference.

29. What is my water pressure?

Based on the elevation of your location, water pressure varies between 40 and 160 pounds per square inch (psi). WaterOne is required to maintain a minimum pressure of at least 20 psi. If your water pressure exceeds 80 psi, plumbing codes require a pressure reducing valve (PRV) which helps regulate the pressure in your home or business.

30. Does WaterOne water contain fluoride?

Yes, the water contains both naturally-occurring fluoride as well as fluoride added to reach the target level recommended for oral health benefits. WaterOne started adding fluoride to its treated water in 1967 after voters passed a referendum to do so. Learn more about fluoride.

31. Do I need a water filter?

Your tap is perfectly safe without one. If you have an internal problem with your plumbing, you may want to consider a filter or treatment system.

32. Is tap water safer than bottled water?

Many bottled water companies use tap water as their source. Currently, bottled water is not as closely regulated or tested as tap water. Bottled water is regulated through the Food and Drug Administration; it's considered a food product. Also, water utilities are required to publish information on their water quality; bottled water companies are not.

33. Since when have property owners been responsible for the service line?

Since always. Property owners are responsible for the service line running between the public connection main and the structure. One of the reasons we partnered with HomeServe to offer optional service line warranties was to educate customers and provide them with an option to manage costly repairs.

34. Can I get a map showing WaterOne’s water lines?

If you're interested in learning more about the location of our mains, valves, hydrants, or fittings commonly used, contact our Drafting and Mapping staff at 913-895-5500.

35. Why do your crews waste water by flushing hydrants?

Even the best water will get stale and taste unpleasant if not cycled through the system properly. In areas where water usage is low or crews are repairing mains, flushing is a required step to maintaining good, fresh water.

36. How do I treat the water for my fish?

Always use a dechlorinating agent, available at pet suppliers.

37. Is it okay to drink hot water?

No, never drink or use hot water from the tap for consumption or food/beverage preparation. Internal hot water systems (tanks, boilers) contain metallic parts that corrode over time and contaminate the hot water.

38. Why do you charge for water when it is free in the river?

The value added by WaterOne guarantees quality and the convenience at your tap. As a not-for-profit, water rates are designed to cover the cost of operating and maintaining our water treatment plants, pump stations, and 2,600 miles of distribution pipe, covering our 272 square mile service area. We manage quality from source to tap, ensuring that high-quality water is available on demand. And we're proud to deliver water at a great value - WaterOne customers enjoy some of the lowest rates compared to neighboring utilities.

39. Why do I have pay the same rate for water outdoors and indoors, since my outdoor water doesn’t need to be treated?

WaterOne has one distribution system to supply fresh, delicious water. The cost to construct and maintain dual systems of treated and untreated water would be prohibitive of any theoretical cost savings gained from providing untreated water for outdoor use. If you want untreated water for watering your garden, consider rain barrels.

40. Will WaterOne sponsor my event?

As a not-for-profit organization, our customers trust us to make prudent and fair use of rate dollars and resources. Due to the overwhelming number of worthwhile community events and causes in our service area, WaterOne is usually unable to contribute financially or with in-kind services. If you would like to submit a request for support, direct it to WaterOne's Communications Manager. Also, consider KidZone and Book a Speaker for resources that may benefit your event.

41. Does WaterOne give tours?

Unfortunately, no. Due to security requirements we're unable to offer facility tours at this time. We do offer free activities, games, and water science information at KidZone, our online spot for kid-centered resources. We also offer guest speakers for your next event, when staff availability allows.

42. How is WaterOne involved in fire protection?

We supply the water that firefighters use to fight fires and train firefighters. Without a dime of tax dollars, we maintain hydrants and keep a reserve of water ready for fire suppression. Because of our track record of reliability, our customers get the added bonus of favorable rates on fire insurance.

43. Does WaterOne guarantee service to customers requiring water for a medical need, such as dialysis centers or dialysis patients’ homes?

While we cannot guarantee continuous water supply due to extenuating circumstances (severe weather, required maintenance, emergency main breaks, etc.) and in the case of non-payment, we make a concerted effort to notify customers of planned outages. We strongly encourage all customers to create a free contact profile at Notify JoCo, our emergency alert system. We also encourage medically dependent customers and medical centers to contact our Customer Care at 913-895-1800 to flag your account for expedited reconnection in the case of non-payment.