Utility Billing FAQs
Frequently Asked Questions
Do you have paperless billing?
Yes, we do offer paperless billing. To sign up for this billing preference, contact Utility Billing by Email or Phone at (503) 570-1610.
If you sign up for paperless billing, you should receive your eBill by the 9th of each month. The email will be from no-reply@invoicecloud.net . We suggest you add this address to your contact list to prevent the email from going to the spam/junk folder.
Category: Utility Billing
Does the City offer rebates?
The City of Wilsonville does not offer a low flow appliance rebate program. Appliance rebates were often a way to encourage conservation before conservation was a way of doing things and people needed incentives to conserve water. This is not true anymore. Newer appliances are more efficient and conservation is now a way of life, as evidenced by the per capita decrease in water usage over the years. Building code regulations have changed to improve conservation requirements as well. Funding a rebate program would add fees for all consumers to cover the cost of the program. The true value in replacing the appliance is from the savings from the lower consumption of water.
Category: Utility Billing
How much does it cost to fill a pool?
It depends on the size of the pool. A 12,000 gallon pool will use 16 units of water to fill. It is best to budget the expense at Tier II rates.
Rate information is available on our webpage Rates & Fees.
Category: Utility Billing
I don't receive a bill from the City but from an Apartment Complex. Can you explain why my bill is high?
Typically apartment developers only pay for one meter per building or for a couple of buildings. The City bills the complex based on the usage of each meter. We can tell you how much water passed through a meter but we can’t tell you how the water was used or by whom.
We don’t know how the 3rd party is billing you. Do they take all meters for the complex divided by the number of apartments? Do they divide the usage on each meter by the number of apartments that one meter services?
Most apartment complexes have a meter for the clubhouse and/or pool. They also have irrigation meters to water the lawns. Does the 3rd party bill you for a portion of those meters too or does the complex pay for those meters with the money collected from rent.
The best way to get answers is to call the company you are receiving your bill from. They should be able to tell you how they determined the amount to bill you.
Category: Utility Billing
I have a question about water pressure?
The City of Wilsonville maintains stable water pressure from the water plant to the water meter. System pressure in the city stays consistent but ranges from 60-145 psi depending on your elevation in the city. After the meter, the water pressure is reduced and maintained by a Pressure Regulating Valve (PRV) in your plumbing system. Your PRV has a spring and rubber seal in it that changes your water system pressure to a preset amount. So, whether you are using one faucet or multiple faucets and the shower, this seal moves up and down allowing for constant water pressure. Therefore, if you are experiencing abnormally high, low or varied water pressures, it is an indication that your PRV is malfunctioning. Since the PRV is part of your home (or business’) plumbing system, the City is not permitted to work on them.
High pressure:
If your PRV fails by staying fully open, you will experience high pressure. If you believe your PRV is operating correctly but you still have a problem, you may need to call a plumber to investigate.
Varied pressure:
You will experience high and low pressure when your PRV is starting to fail because the seal and spring are getting stuck and then becoming unstuck. If you believe your PRV is operating correctly but you still have a variable pressure problem, you may need to call a plumber to investigate.
Low pressure at only one location:
If you are experiencing low pressure at one faucet in the home you can try cleaning the debris screen where the water comes out. Sediment can build up or break free in the pipes and then cause a blockage. If this isn’t the problem, you may need to call a plumber to find out if there is a blockage in your plumbing or in the faucet cartridge.
Low pressure on all faucets:
If your PRV fails by staying closed, you will only get a trickle of water. If you think your PRV is operating correctly and you have low pressure at all fixtures, please call the City to request a leak check due to low pressure. (If the City is providing low pressure it would be low at all faucets, hose bibs, shower, washing machine, etc. It would also be a problem for multiple homes in the neighborhood.)
Where is my PRV & how do I adjust it?
- It could be in the Utility room, laundry room, garage, crawl space, or in a plastic or concrete box between the meter and the house. Etc.
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PRVs have a strainer to help capture loose debris in the system. Once the PRV is located, the strainer should be integral to the valve. The model and size of the PRV is usually available on the Web and the manufacturer’s strainer cleaning instructions should be found there. Cleaning the strainer should be done first. After any dirt or other debris is removed, next clean the aerator screen at the faucets. The shut-off valve for the fixture is another possible place where debris may be trapped, but cleaning it is more complicated and should be done by an experienced plumber.
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Pressure gauges that attach to the house hose bib are inexpensive and can be found at the local hardware or home supply store. These can be screwed onto an exterior hose bib and the pressure reading can be recorded. The most accurate time to record your house pressure is at 7am or 7pm when the most water use occurs. The maximum static (no flow) pressure allowed is 80 psi and the minimum is 15 psi. Pressure readings from 45 to 65 psi are very normal.
- There are tutorials & videos online or you can call a plumber to assist you.
Category: Utility Billing
Is my water hard or soft?
Wilsonville has soft water. Test results are 20-30 mg/L all year round.
|
Classification |
Hardness in mg/L |
|
Soft |
0-60 |
|
Moderately Hard |
61-120 |
|
Hard |
121-180 |
|
Very Hard |
>180 |
Category: Utility Billing
Is there fluoride in the water?
No, the City chooses not to add fluoride to the water. Most water used is not consumed and consumption can vary which means the dosage would vary. If you are concerned about the lack of fluoride it is best to talk to your health care professional. For more information on water quality please visit our webpage Water Quality Report.
Category: Utility Billing
When are the parks water features open?
The City opens the water features during the summer months. Call the water feature hotline at (503) 685-6356 for updates. For more information visit our webpage Water Features.
Category: Utility Billing
Where does my water come from?
The City pulls water from the Willamette River which then goes through a filtration process at the Water Treatment Plant.
Category: Utility Billing
Why am I receiving a notice about Backflow testing?
City of Wilsonville water customers with backflow assemblies required to be tested will receive a yearly reminder letter. Failure to conduct the required yearly backflow prevention assembly test could result in denial or discontinuation of water service.
The City of Wilsonville is committed to insuring a safe, high quality, reliable drinking water system. An important part of the City of Wilsonville Water Quality Program is its Backflow Prevention and Cross Connection Control Program. Each year Please see Wilsonville City Code Chapter 3.1 - Service Connections and Regulations.
For more information please visit our Backflow webpage.
Category: Utility Billing
Why does my water smell weird?
Is it smelling from all faucets and fixtures? Fill a glass full of water and take it to another room, does it smell? If no, we recommend to clean your drain/garbage disposal or contact a plumber for assistance.
If it does smell from all locations please call Public Works at (503) 682-4092
Category: Utility Billing
Why is my water discolored?
Are there Water Flushing signs near your location? If yes, please review the information below. Otherwise please call the Utility Billing Department at (503) 570-1610
Water flushed out of the system may appear to be orange or rust-colored, and residents may notice discolored water inside their homes. The discolored water, caused by iron deposits, poses no public health risk. This water is safe to use and consume, though residents are encouraged to avoid washing white and light-colored laundry while discoloration persists.
To remove discolored water from pipes, residents may:
- Run cold water faucets for several minutes
- Flush toilets multiple times
- Water should resume running clear within minutes.
Category: Utility Billing
