FAQs • Denton, TX • CivicEngage

How do I report an issue, such as a leak or clog?: Report an emergency water main break, clogged or overflowing sewer main, or leaking water meter or hydrant to Utilities Dispatch at (940) 349-7000 (Use Option 3 for callers to report issues without requiring additional information such as a phone number or address associated with the issue). For non-emergency water-related inquiries, call (940) 349-7176. For non-emergency wastewater-related inquiries, call (940) 349-7300.

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Utilities - Water

1. How do I hook up a water or wastewater connection to a structure that does not currently have water or wastewater?

To connect a structure to a water or wastewater system, the structure's plumbing will need to "tap" into an existing line. Tapping into a line will vary in cost depending on many factors, to get a better idea of the tap fee associated with your particular connection, visit the Water Utilities page. Note that if there is already another structure on the property with an existing water or wastewater connection, an additional tap may not be required.

There are also impact fees that may be associated with new connections or an increase in the size of the current connection. In addition, you will need to contact the appropriate department to connect to a water or sewer line. There must be an available line to tap into. Contact Water Administration at 940-349-7176 for water related connection inquiries, and contact Wastewater Administration at 940-349-7300 for wastewater related inquiries.

2. Is the drinking water safe?

Yes! Denton's water meets or is better than all standards set by the state and federal governments. The State of Texas has designated Denton a "Superior Public Water System," the highest rating given by the state. Denton has received recognition from the Environmental Protection Agency for its quality water supply. To make sure the water is safe, the Denton Municipal Lab conducts over 30,000 water analysis per year, including tests for many more chemicals than government standards require.

If you are concerned about your water quality, you may request more information or a free water quality test. Call 311.

3. Why is my bill so high?: Your bill is based on how much water passes through your meter, so whether it's used or wasted, you pay for every drop. That's why it is so important to use water wisely. View the Utility Rate Brochures to learn more.

4. How do I report an issue, such as a leak or clog?: Report an emergency water main break, clogged or overflowing sewer main, or leaking water meter or hydrant to Utilities Dispatch at (940) 349-7000 (Use Option 3 for callers to report issues without requiring additional information such as a phone number or address associated with the issue). For non-emergency water-related inquiries, call (940) 349-7176. For non-emergency wastewater-related inquiries, call (940) 349-7300.

5. What is the Drainage Fee based on?

The Drainage Fee is based on impervious surfaces within the city. Impervious surfaces, measured in square feet, represent surfaces that contribute runoff into the storm water system. Impervious surfaces include the:

Basic building structure
Driveways
Garages
Parking lots
Patios
Roofs, etc.

6. How can I request a review of the rate block or square footage total?

To request a review of the rate block (residential) or square footage total (non-residential), you may complete a Drainage Review Request Form, which can be obtained from Utilities Customer Service.

Complete the review request form and attach the data sheet obtained from the Denton County Appraisal District (CAD) at 3911 Morse Street or by visiting the Denton CAD website. Please return the completed review request form and attachments to Utilities Customer Service, at City Hall East, 601 E Hickory Street, Suite F, or City Hall in the Mall, Golden Triangle Mall next to Old Country Buffet.

7. Why do I have to pay to meet Environmental Protection Agency (EPA) requirements?: The EPA now enforces strict storm water drainage regulations under the Clean Water Act. These regulations are the result of an unfunded federal mandate to clean up pollution from storm water, which drains into rivers, lakes, and streams. Because these regulations are unfunded, each city must pay to meet these requirements. The monthly drainage fee in part pays for work we must do to meet these new EPA drainage standards and requirements.

8. Are there discounts for filling my pool?: No, and keep in mind the potential effect that filling up a pool will have on your wastewater bill. Pool fills that occur December through February can greatly impact your wastewater bill. Because there is no meter on your drain, wastewater usage is calculated off of a percentage of your water usage. Because water usage in the summer often increases due to lawn irrigation, we calculate your wastewater bill off of water usage that occurs between the months of December through February, when irrigation is much less likely to occur.

9. Do I qualify for reduced rates?: Assistance for bill paying is handled at the state level. Get more information on state assistance for your utilities bills by visiting the Texas Health and Human Services website.

10. Should I install new sinks, toilets and shower heads?: There are several hardware and fixtures that can reduce water usage, and thereby reduce your bill and environmental impact. These fixtures are readily available at hardware and home improvement stores, most of which will carry a WaterSense label. Get more information by visiting the WaterSense page.

11. Where does Denton’s water come from?: The City of Denton gets its water from both Lake Lewisville and Lake Ray Roberts.

12. Do we have watering restrictions every year, or just during a drought? What are the rules?: There is an annual watering ordinance which prohibits the watering of lawns from 10 am to 6 pm from June 1 through September 30. See the Watering Ordinance (PDF) for details.

13. What are some things I can do to conserve water?: For a list of tips on how to conserve in and around the house, visit the Take Care of Texas website.

14. If I see a watering violation, how do I report it?: The City of Denton depends on our citizens to foster a culture of conservation, if you see water waste, contact Kirt Behrens at 940-349-8468 or via email. Please provide the address where water waste is occurring, and a brief description of the problem.

15. I have a water related emergency, who do I call?: If a life threatening emergency has occurred, call 911. For a non-life threatening emergency, call customer service at 940-349-8700 from 8 am to 5 pm, Monday through Friday. For after-hours emergencies, call our emergency utility dispatch line at 940-349-7000.

16. I am filling up my swimming pool. What do I need to know?

If the city is under drought restrictions, there are rules impacting the legality of pool fills/pool draining. These rules may impact your bill. View the Drought Contingency Plan page to learn more.

Your wastewater bill is a reflection of how much water goes down your drain, it is calculated off of a percentage of your water bill during the months of December through February, where it is unlikely that water usage is greatly tied to irrigation. If you are filling your pool during the December to February time frame, you will want to contact Customer Service at 940-349-8700 or the water meter shop directly at 940-349-8456 to schedule a time to have a water meter reading done prior to filling the pool and when the pool fill is complete to ensure your wastewater bill does not factor in the water used for the pool fill.

17. I want to install an irrigation system, what do I need to know?: Irrigation systems are typically installed on the customer's side of the meter, in order to avoid the instillation and cost of an irrigation meter. However if you wish to discuss having an irrigation meter installed, contact Kirt Behrens at 940-349-8468 or via email. Depending on your property type, you may be required to fill out a building permit application and submit an irrigation plan. Contact building inspections at 940-349-8360 to determine what regulations apply to your property.

18. How do I request a water audit?: Contact our Conservation Program Coordinator at 940-349-7733 to schedule a water audit.

19. Can I see a copy of the Water Quality Report?: Yes! We are proud to consistently deliver the highest quality water to our citizens, and we welcome you to view the Water Quality Reports Archive.

20. Does the Denton Water Utility Department make a profit?: No, Denton Water Utilities is a not-for-profit City of Denton Department. Our budget is completely funded through the rates charged for water and wastewater services provided to customers. Rates are based on the cost of providing the services. The Department does not receive any tax revenues.

21. I would like a tour of the facilities. Is that possible?

The Denton Water Utilities Department prides itself in working closely with the University of North Texas, Texas Woman's University, and the Denton Independent School District. Whenever requested, educational plant tours of both the Lake Lewisville Water Treatment Plant and the Pecan Creek Water Reclamation Plant can be provided for a school groups or interested residents.

Water Utilities can also give presentations on a variety of important and relevant water topics including water conservation, water protection, nonpoint source pollution, and careers in the water industry.

To reduce the spread of COVID-19, water and wastewater plant tours are currently suspended. For more information please contact us by email.

22. I would like someone to speak to my classroom. Who should I contact?: To schedule a presentation for your class or organization, contact Heather Goins by email or by calling 940-349-8610.

23. Who is responsible for my water leak?: Locate the meter box in your yard (usually in the front, under a circular metal lid). If the leak occurs somewhere between the street and the meter box, the leak is the City's responsibility. Please call 940-349-7000 to report the leak. If the leak occurs somewhere between the meter box and your drain, the leak is the homeowner's responsibility. Call a certified plumber as soon as possible.

24. Who is responsible for the sewer line?

Each home's toilets and drains lead out of the house in a sewer service or "lateral" line, which connects to a sewer main line. Everything from the house to the sewer main line is the homeowner's responsibility. Any back-ups or overflows coming from the sewer main line should be reported to the Waste Water Collections Department by calling Utilities Dispatch at 940-349-7000.

If you are experiencing a sewage backup or offensive odor in your home, call a plumber immediately. If your plumber finds that the blockage is beyond the sewer service/lateral line, call Utilities Dispatch at 940-349-7000.

25. How do I report pollution?: If you spot water or wastewater pollution, including pollution in streams, drainage areas, or outdoor areas contact our Spill Line at 940-484-7745.