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Water Works Policies

Service Connection & Activation

To start water service with the Town of Esto, new customers must complete an application and provide a valid photo ID for identification. A $150 deposit is required to activate a new account. This deposit helps ensure the continued reliability of our water services and will be refunded if the account is in good standing after a period of time.

Once your application is received and deposit paid, service will typically be activated on the same or next business day, allowing you to begin using water services without delay.

Billing & Payments

Water meters are read toward the end of each month, and customers can expect to receive their bills by the 1st of the following month. Bills are due by the 10th of each month. If payment is not received by the 11th, a $20 late fee will be applied to the account. Customers are encouraged to review the Water Rates page for information on in-town and out-of-town rates, as well as applicable rate limits.

We offer several convenient ways to pay your bill:

  • Online: Pay securely through our third-party payment portal.
  • At Town Hall: Payments can be made in person at Esto Town Hall during regular business hours.
  • Drop Box: If you’re unable to make it during office hours, you can leave your payment in the drop box at Town Hall.

We accept payments in cash, check, or credit/debit cards.

If you experience abnormal usage or suspect a water leak, you may request a one-time bill adjustment. Please contact us to discuss your situation, and we will assist you with any adjustments that may apply.

Service Interruptions & Emergencies

In the event of a service outage or interruption, the Town of Esto Water System will promptly notify customers using multiple communication channels. Notifications will be posted at Town Hall, shared through press releases sent to local newspapers, and published on the town’s website and social media platforms.

The Public Works Department is committed to responding quickly to any service disruptions to minimize inconvenience and restore service as soon as possible.

If a water system issue requires a Precautionary Boil Water Notice, flyers with specific instructions will be delivered to the doors of affected customers. These notices will provide detailed information on safety measures and when normal water use can resume.

Responsibilities of the Customer

Customers are responsible for maintaining the water lines beyond the town’s water meter. This includes the plumbing and any equipment on your property, such as pipes and fixtures. If you suspect a leak on your property, it is your responsibility to request that the town shut off service until the leak is repaired to prevent further water loss.

Additionally, customers are required to provide access to the water meter box for regular monthly meter readings. It is important that the meter box is kept clear of obstructions so that town staff can easily access it for readings and maintenance.

The water meter and meter box should not be tampered with or damaged. If you notice any damage to the meter, meter box, or supply line, please report it to the town immediately so that it can be addressed quickly.

Disconnections & Service Termination

Service may be terminated for several reasons, including:

  • Non-payment of water bills.
  • Repeated damage to the town’s water meter, meter box, supply line, or fittings.
  • If a customer’s water use places an undue strain on the water system.

For accounts that are disconnected for non-payment, a $35 disconnect fee will be charged, in addition to any outstanding bills. The disconnect fee must be paid along with all other unpaid charges before service can be reconnected.

Disconnections for non-payment are determined on the 16th of each month. Final notices are hand-delivered to customers with outstanding bills. Accounts that have not been paid by the next business day will be disconnected.

Termination of Service & Final Billing

Customers do not need to provide advance notice to terminate their water service. If you wish to end service, simply contact the Esto Town Clerk and complete a Service Termination form. Once your request is submitted, a final meter reading will be scheduled, and a final bill will be generated based on your last usage.

Any deposit held by Esto Water Works will be applied toward your final bill. If there is any remaining deposit after the final charges are applied, it will be refunded and sent to your new address.

Final meter readings and shutoffs are typically completed the same day the request is submitted. The final bill may be processed immediately or may be included in the end-of-month billing cycle, depending on the timing of your request. Refund checks for any remaining deposit may take up to six weeks to be mailed to your new address.

Cross-Connection & Backflow Prevention

The purpose of Cross-Connection Control and Backflow Prevention is to protect the Town of Esto’s water system from contamination by waterborne diseases and harmful contaminants. This program ensures that delivered water — water that has passed through the town’s distribution system and entered private plumbing systems — does not reenter the public water system and risk contaminating the water supply for other consumers.

To maintain a safe and clean water supply, backflow prevention devices are required for all commercial businesses and residential accounts with irrigation systems. These devices help ensure that water flows in one direction, preventing backflow into the public water system.

Backflow prevention valves must be tested annually, and the test certificate must be filed with Esto Water Works. Customers who do not comply with the town’s Cross-Connection Control and Backflow Prevention requirements may have their water service cut off and disconnected until the issue is resolved.

Customer Complaints & Dispute Resolution

If you have a complaint or concern regarding your water service, you can contact the Esto Town Clerk. The Town Clerk is able to resolve most issues quickly and effectively.

If your concern is not resolved by the Town Clerk, you have the option to appeal to the Esto Town Council. The Town Council meets monthly, and customers are welcome to attend these meetings to present their concerns and seek a resolution.