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1. Why do I have high water usage on my bill?

Several common reasons that contribute to a high water bill include:

• Broken water pipe or obvious leak - check the pipes in the basement
  
• Company visiting
  
• Kids being at home for summer vacation or school holidays
  
• Leaking toilet or a toilet that continues to run after being flushed - check for a leaking toilet
  
• Letting the water run to avoid freezing water pipes during cold weather
  
• Water-cooled air conditioners
  
• Water softener problems (cycles continuously)
  
• Watering the lawn, new grass, or trees

For more information water on high water usage and how to determine the problem, view common service issues.

2. When is my bill due?

Bills are due by 3:00 PM on the 15th of each month.

3. Where can I pay my bill?

Convenient bill-payment locations in Storm Lake include:

• Drop box in the City Hall parking lot or pay inside City Hall at: 620 Erie St. P.O. Box 1086 Storm Lake, IA 50588

The City also offers online payment on the following link: www.stormlake.org/payonline

To add your Utility Billing account, you will need your account number (listed on the very top right portion of your bill (example: 12-34567-890,) as well as your last payment amount (we are currently looking at additional methods for account verification.) This will complete your registration and you will only need your login information in the future.

4. Can my deposit be used to make payments on my account?

The City does not allow regular payments on account to be made with your deposit. However, you may elect to use your deposit to pay your final bill provided you are not moving to another rental unit in Storm Lake where you will have utility services in your name.

5. What happens to my deposit?

The combined utility deposit will be refunded after 24 consecutive months of penalty-free service. The original amount of the deposit will be paid by check to the customer.

A customer moving out of Storm Lake or purchasing a house in Storm Lake before the end of the 24-month period will have the combined utility deposit applied to their final bill and the difference will be refunded. Customers who move to a new rental unit in Storm Lake will have the deposit transferred to their new account. They will need to provide payment for the final bill on their previous account.

6. What do I do when I move?

If you are moving out of your apartment or house, you must contact City Hall (732.8020) at least two (2) days in advance of the final date of service in order to get the utility services out of your name. You will also need to let us know your forwarding address. Only authorized people on the account can make changes to the account.

NOTE: The city only reads meters Monday through Friday (excluding holidays); therefore the final date of service, if on a holiday or weekend, will be moved to the next business day.

7. What do I do if I think the water meter is not working properly or I think it was read incorrectly?

Contact City Hall to explain the situation (732-8020). We'll have someone go out to read your meter again. If any errors are discovered at this time, they will be corrected on your account.

If that does not address your concerns, we can take the water meter out, in order to test it back at the shop. there is a fee for this service.

8. What if there is a water line break?

During normal business hours contact the city Water Department at 732-8020 as soon as possible to schedule a service check for the break. If it is after hours contact the Buena Vista county Communication Center at 712-749-2525. If the break is located on your service line the property owner will be responsible for all repairs.

Note: The owner is responsible for water service lines from the connection at the water main, to the house, this includes water lines inside the house.