Skip to Main Content
View / Pay Bill
Quicklinks
Customers

FAQs

Here you'll find answers to commonly asked questions customers have

Billing and Payment

Can I change the due date on my bill?

Unfortunately, no, our district is divided into eight different meter reading route cycles with eight different billing cycles. Billing and due dates are based on the meter reading route your home is located in.

What is the service charge that appears on my first bill?

Initial bills include a one-time Service Charge of $15.00 for setting up a new account or for an account name change when there is a change in occupancy.

How much notice do you need to set up water service?

If water service needs to be restored, please allow 2-3 business days for a water meter to be unlocked. If it is a change in occupancy please see Starting/Stopping Service for further details.

Can I pay my bill or schedule a payment online?

You can make a one-time payment, schedule a future payment or setup for autopay online, through our customer payment portal. You may also make one-time payments by phone with a credit card, debit card, or electronic check. Payments are processed by Paymentus Corporation which is a third party automated payment service. To make a payment online select View/Pay Bill from our home page or call 866-899-1313 to make a payment by phone. Visa, Mastercard, Discover, e-checks, Venmo, Paypal, and Amazon Pay are accepted.

Why is my water bill higher than normal?

If your water bill increased suddenly and you cannot think of any obvious reasons for the spike in water usage, such as frequent watering of your lawn, houseguests for an extended period of time, a leaking faucet, filling a pool, pressure washing, etc., you may have a less obvious leak somewhere in or around your home. Please refer to My Water Meter or Find Leaks or you may contact a customer service representative at 425-787-0220 for more troubleshooting ideas.

Is my meter actually read or is it estimated?

Your meter is read using a computerized hand-held device. Utility Billing may find a need to estimate readings if meters are inaccessible due to severe weather conditions.

How is consumption measured for my bill?

Consumption is measured in Centum Cubic Feet (CCF). 1 CCF of water is equal to 748 gallons of water.

Why am I getting a bill from both Alderwood Water & Wastewater District and King County when I live in Snohomish County?

The sewer charges you pay to Alderwood Water & Wastewater District (AWWD) pay for the treatment and disposal of the sewage, maintenance of the existing sewer system, which includes transmission lines and treatment facilities, and ensures that future infrastructure needs are met as the District grows. While we do have our own treatment facility located at Picnic Point, only about 25% of all AWWD sewage can be gravity fed to this facility. Due to topography, the majority of AWWD’s sewage is gravity fed into King County for treatment at its facilities. 

King County in return charges AWWD monthly for this treatment and disposal of sewage. With all the growth in North King County and South Snohomish County a new sewer treatment plant needed to be built. The charge for this plant is being distributed to new homes being built in the area. The capacity charge ensures that “growth pays for growth”. If you have any questions on the King County Capacity charge, call 206-296-1450 or TTY Relay 777.

Can I temporarily suspend my water and sewer service for an extended period?

The District allows customers to temporarily suspend the minimum monthly charges for water and sewer service, if requested by a customer in advance of an absence (irrigation meters and sewer only accounts are not eligible). Generally, this is cost effective only if you will be away from the property longer than one month. At your request, the District will lock off your water meter, which will suspend the minimum charges for water/sewer service. There is a lock fee which will be added to the account when the meter is locked.

When service is needed again, a minimum of a 3-business day advanced notice is required to have the meter unlocked for your return. An unlock meter fee and an account set-up fee will be added to the account, when service is restored. Please contact the Billing department at (425) 787-0220 to speak to a customer service representative to inquire on these fees and to schedule your meter to be locked or unlocked. Request to suspend service must be done in advance of the absence and will not be applied retroactively to an account.

When can I expect my utility bill?

Residential and commercial accounts are billed once every two months. Bills are due 21 days after the billing date.

What delinquent notice will I get before my service is disconnected?

Customers typically get four mailed notices prior to a service being shut-off for nonpayment. The first notice is the customer’s utility bill. The second notice is a past due letter, which is mailed 14 days after the due date and includes a 10% late fee. The third notice is the next bi-monthly utility bill which will reflect the previous unpaid balance.

The final notice is a disconnect notice which is mailed one week after the second utility billing. Accounts that have not been paid by the due date of the second utility bill (that shows a previous unpaid balance) will be disconnected for non- payment.

I am having a problem paying my bill; do you have any assistance programs?

If you are having difficulty paying your bills, contact our Billing Department at 425-787-0220 for help to determine if you qualify for our Extended Payment Arrangements or Senior Citizen/Disabled Low-income Discount Programs.  If you qualify for a discount program, the discount will only be applied to future bills.

Who pays the Alderwood Water & Wastewater Bill?

The District will bill the owner/landlord directly.  However, a tenant, property manager or another 3rd party may sign up for online account access through our website.  Please ask the property owner to give you the account number and you can then add that account number to your account profile.  From there you may view bills, sign up for ebilling and schedule payments, regardless of the name appearing on the account.  

NOTE: Please remember to stop your ebilling and /or pre-scheduled autopay payments when you move out or you will continue to receive the ebill notifications and/or payments will continue to be withdrawn from your bank account.

How do I request a final bill if I am moving out of my rental?

The District does not bill a tenant directly, we do not provide final bills.  There is an average daily rate included on each bill, below the Total Amount Due, to help with prorating charges past the last meter reading date to the date of move out.  If you need assistance with prorating, please contact your landlord for assistance. 

If your landlord has questions please have them contact us at Help@awwd.com or by phone (425) 787-0220.

For more information on Billing and Rental Properties, please visit our Rental Properties page.

How do I request a final bill if have sold my property?

We do require notification of sales in writing, per RCW 60.80.020.  In most cases, the Escrow Agent will notify us of the sale and request a final bill on your behalf.  You can ask your agent if they will be requesting the final bill and if not, the easiest way for you to notify us and request the final bill is to email Help@awwd.com. Please include your account number, service address, your name, phone number, the closing date of the sale, your forwarding address and the buyer’s name if available.

Why do I have a Franchise Fee on my bill?

The Franchise Fee that you are seeing on your bill is a result of the Franchise Agreement that the District has with the city that you live in.  Franchised utilities are providing a utility not provided by the city. These agreements between cities and utility providers allows the utility provider to work within the public right of way in a city boundary, to construct, repair and maintain the utilities such as water/sewer mains.

Typically, agreements include a stipulation to recoup the cost of utilities using this public space by way of a Franchise Fee.  Another way to look at it is the fee is like paying rent for the use of the pubic rights of way.

The District currently has Franchise Agreements with the cities of Bothell, Brier, and Mukilteo

 

What repayment plans are available if I have been financially impacted by Covid-19?

The District is offering a repayment plan, up to 12 months, to those that have been financially impacted by Covid-19. For more information, please contact a customer service representative at (425) 787-0220.

Service Related

Why is my water off?

Although service interruptions are rare, they can be caused by water main breaks, nonpayment of bills and during extended periods of sub-freezing temperatures, frozen pipes or frozen water meters. Please call us at (425) 787-0220 to talk to a customer service representative if you are without water. Our after hours emergency phone number is (425) 787-0250.

How do I know if I have a leak?

Visit our How to Find Leaks for more information on how to detect a leak.

I have found a leak, what do I do now?

As the homeowner you are responsible for locating and repairing the leak. Once it is repaired call our office to apply for a leak adjustment. You can contact us by email at Help@awwd.com or by phone at (425) 787-0220.

Who should I call if I need my water shut off?

If you have a leak, or need to turn off your water for projects or repairs, there should be a shut-off valve on your plumbing system. If you cannot locate this valve or do not have one, you can turn the water off at the meter valve. Your meter box will typically be located near the street side of your property line in a cement box at ground level. 

The shut off valve should have an arrow pointing towards your property if the water is on; turn the valve away from your water property to turn off the water. Please contact our maintenance department at 425-787-0250 if you need further assistance.

Who do I contact before I dig?

Before you dig, please dial 811 locally or 1-800-424-5555 for underground utility locates.

Water Quality

Why does my water taste or smell like plastic?

Tastes and odors in water can be a result of many different factors. Water can pick up tastes and odors from new plumbing or fixtures, from low usage in the water system or from added chlorine reacting with organics normally found in drinking water.

Why does my water taste metallic?

A common cause of funny-tasting water in the summer is a water hose that is left running behind a stopped nozzle. If the hose gets hot, the heated water inside will expand and mix with your drinking water, giving it a metallic flavor. To prevent or remedy this, we would recommend you flush the back outdoor faucet to freshen up the water in the interior of the home and turn the water off at the outdoor faucet.