FAQ
Frequently asked questions are divided into the following categories:
- Billing Questions
- General
- Irrigation Systems
- Water Quality
Billing Questions
General
Irrigation Systems
Water Quality
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Question:
What is my account number, Web ID, etc?
Answer:
Every water meter in WDM has a unique account number and every individual customer has a unique Web ID. Both the account number and unique Web ID are noted on each billing statement. The unique Web ID gets created when your first bill is calculated. Once you receive your first bill in the mail, you can use the account number and Web ID to sign up for an online account, paperless billing, autopay, etc.
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Question:
When will my first bill arrive?
Answer:
West Des Moines Water Works has four billing cycles each month. In some cases, it may take up to a month for your first bill to arrive. If you do not receive a bill within the first month of moving into a new location, it is highly recommend you email
[email protected] or call customer service at (515) 222-3460 to receive a copy of your first bill.
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Question:
How much is the deposit and when do I get it back?
Answer:
West Des Moines Water Works charges a $100 deposit to all new accounts. The deposit gets returned automatically after two years with a good payment history or when you close out your Water Works account.
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Question:
What municipal services are included in my monthly bill?
Answer:
Your municipal services bill is prepared by West Des Moines Water Works. It includes monthly charges for water, sanitary sewer, stormwater management and solid waste services (garbage and recycling). In some cases, charges for solid waste services are handled privately by a HOA. To view current rates and fees, please visit
WDM Water Works Rate Information
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Question:
How often do you read my water meter?
Answer:
The vast majority of the water meters in WDM report meter reads every day. We try to post meter reads at nearly the same time each month to our billing software to help ensure a consistent billing period. In the rare instances when we are unable to obtain an actual reading, an estimated bill is prepared based upon your past water consumption.
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Question:
What payment options do I have?
Answer:
West Des Moines Water Works makes bill paying easy. You can mail your payment in the accompanying envelope; pay in person at our office or after-hours drop box; pay by echeck, AUTO PAY, credit or debit card at this web site or by calling (855) 232-9044 or use FLEX-PAY which is a convenient and automatic payment method. Call us at (515) 222-3460 for details.
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Question:
What can I do about a high water bill?
Answer:
In most cases, increased water usage is caused by a running toilet, malfunctioning water softener or a leaking faucet. We suggest these repairs be made quickly to save you money on your monthly bill. If you have increased water usage but don't know why, contact our Customer Service Department at (515) 222-3460. A field representative can visit your home to assist in determining the cause of the problem and the appropriate course of action. There's no charge for this service.
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Question:
Can I select my billing due date?
Answer:
Your municipal services bill will always be due on a Monday, but the exact due date will fluctuate. We do not have the ability to have bills due on the same date each month.
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Question:
Does WDM Water Works provide budget billing?
Answer:
No. Generally speaking, most accounts will not fluctuate month to month as long as the same amount of water is used each month. Unlike gas and electrical bills, which can run higher during the winter and summer months, your municipal services bill should only change slightly each month.
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Question:
What if I cannot pay my bill by the due date?
Answer:
Please call WDM Water Works customer service at (515) 222-3460. Our staff may be able to offer a payment arrangement to help accommodate a payment extension. Staff may also be able to provide you contact information of various agencies that provide utility billing payment assistance.
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Question:
How do I sign up for autopay?
Answer:
After you receive your first bill in the mail with your account number and unique Web ID, you can visit our website by clicking here
WDM Water Works - My Account to register your account and sign up for autopay.
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Question:
Who do I contact about trash and recycling?
Answer:
All existing homes in WDM should have garbage and recycling carts left by the previous occupant. To report a broken or missing garbage or recycling cart, or to request an addition cart or change in cart size, please call Metro Waste Authority at (515) 244-0021.
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Question:
Who do I speak with about the stormwater fees?
Answer:
While West Des Moines Water Works is the billing agent for the City of West Des Moines for all stormwater, solid waste and sewer charges, the rates and policies are set by the West Des Moines City Council. If you have specific questions related to what you are being charges for stormwater fees, please contact WDM Engineering Services at (515) 222-3475
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Question:
Where is my water meter?
Answer:
Your meter is located at the point where the water pipe comes through the foundation. Usually it's either in your home's basement or utility room. If you can't find it, please call us at (515) 222-3460 for assistance. West Des Moines Water Works owns the water meter and is responsible for its routine maintenance. Property owners are responsible for protecting the water meter from damage and providing access to the meter and meter reading equipment.
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Question:
What is a curb valve used for?
Answer:
Curb valves are used to turn water service on and off. Each water service pipe is required to have an operable curb valve, usually located in the public right-of-way. Curb valves are owned by the property owner. It is important to maintain an operable curb valve so that water can be turned off in an emergency; especially if your home or business is being flooded.
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Question:
What should I do about unexplained running water in the street or in my yard?
Answer:
Water main and service pipe leaks can cause extreme damage to private and public property. Please report this to our Customer Service Department at (515) 222-3460 as soon as possible. Other signs of a leak may include a drop in pressure, a noise in the plumbing, or standing water in your yard.
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Question:
When are you open?
Answer:
Our normal hours are Monday thru Friday, 7:30 AM to 4:00 PM.
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Question:
What if I have a problem after hours?
Answer:
In the event of an after hours emergency, please call (515) 222-3460. Our on-call staff is available 24 hours a day to respond to your needs.
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Question:
Who owns what at my house?
Answer:
WDM Water Works owns the water main, generally located near or under the street, the water meter at the residence and the radio read device and associated wire at each home. This link can be used to see who owns what at each home.
Click here for homeowner responsibility
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Question:
Why should I consider a separate water meter for outside faucets?
Answer:
Systems using outside faucets may add a separate water meter to a property to specifically measure water for outdoor use. This meter is separate from those installed to track water usage indoors. Using a separate water meter avoids sanitary sewer fees for irrigation. The savings can be substantial—
click here to see the latest sewer fees, which are not charged on irrigation meters. Having a separate water meter installed is the only way to accurately measure the water used exclusively from outside faucets.
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Question:
What should I know about installing an irrigation water meter?
Answer:
You or your licensed plumber must prepare a meter setting in an accessible location within a heated area, adjacent to the water service pipe entering your home or business. A floor drain should be located nearby. Place shutoff valves on either side of the new water meter location. If the water meter is for an installed (underground) irrigation system, a reduced pressure principle backflow prevention device will need to be installed downstream of the water meter. WDM Water Works does not utilize deduct meters. After your meter setting is prepared, call West Des Moines Water Works at (515) 222-3460. We will install the water meter and an electronic meter reading device at no charge but a water supply connection fee would apply.
Click here to view current fees
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Question:
What are Water Supply Connection Fees used for?
Answer:
About 5,000 homes and businesses in West Des Moines have separate water meters installed to measure the water used in their irrigation systems. Whether you choose a portable system or an underground irrigation system that’s permanently installed, both types are charged a one-time water supply connection fee before the system can be linked to the West Des Moines water distribution network. This fee is paid to the West Des Moines Water Works to fund a portion of the capital improvements necessary to support the increased demand that irrigation systems place upon our community’s water supply, treatment and storage facilities.
Click here to view current fees
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Question:
What are the fees associated with "outside faucets only" and "installed" irrigation system?
Answer:
Regardless of the irrigation system you choose, a separate water meter avoids sanitary sewer fees for water used for irrigation. There is no charge for additional water meters or their installation. In order to serve all of our customers equitably, however, the West Des Moines Water Works charges a water supply connection fee for both outside faucets only and installed irrigation systems. Generally, the one-time water supply connection fee for portable irrigation systems which obtain water from outside faucets is $460. For installed systems in a typical single-family dwelling, the one-time water supply connection fee is $770. Nearly all new single family irrigation system can be handled by a ¾ inch water meter. These fees take into account the additional water volume delivered to your home or business. Higher fees apply for larger lots. For more details, please call the West Des Moines Water Works at (515) 222-3460. In addition to your regular water usage fees, a basic service charge that is dependent upon meter size will be added to your bill each month. Though you’ll receive a separate statement for each meter, you can pay both bills with one check to the West Des Moines Water Works each month.
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Question:
How hard is my water?
Answer:
Hard water is caused by the presence of minerals, primarily calcium and magnesium. Water hardness varies in different parts of Iowa and the United States due to different geological rock formations and the length of time the water has been in contact with them. In Iowa, the primary rock formation is limestone. As water passes over and through it, calcium and magnesium are dissolved, making the water hard.
The hardness of West Des Moines tap water averages 154 milligrams per liter (9 grains per gallon) which is in the middle of the scale used by the EPA to define hardness and softness. This is comparable to other softened drinking water in Central Iowa.
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Question:
Is West Des Moines' tap water safe to drink?
Answer:
Yes. Our water more than meets all regulatory mandates and has never violated any standard. Drinking water is regulated through the Iowa Department of Natural Resources and the U.S. Environmental Protection Agency.
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Question:
Where does our water come from?
Answer:
West Des Moines water comes from three sources. About 50 percent comes from 19 shallow wells (all between 40 and 50 feet deep) that draw water from the Raccoon River Alluvial aquifer and 30 percent from 3 wells drilled into the much deeper Jordan Aquifer (2,500 feet deep). The remaining 20 percent is purchased from the Des Moines Water Works. This is treated and purified water from the Raccoon and Des Moines Rivers.
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Question:
Do I need a water filter?
Answer:
Your tap water is perfectly safe without one. If you have an internal problem with your plumbing, you may want to consider a filter or treatment system.
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Question:
Is there lead in my water?
Answer:
West Des Moines Water Works has not detected lead in their treated water. However, lead can come from the customer's plumbing. According to the EPA, two types of homes may be at risk for lead contamination...homes that are very old with lead pipes, and homes that were built between 1982 and 1987, which used copper pipe with lead-based solder. Lead-based solder was banned from use on domestic drinking water plumbing in 1987. For more information, call us at (515) 222-3465.
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Question:
Can home treatment devices do more harm than good?
Answer:
Yes. If regular maintenance is not performed properly, water quality problems can result.
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Question:
What type of disinfectant do you use in drinking water?
Answer:
We add chlorine to keep the water safe. The small amount of chlorine necessary to kill bacteria is nearly undetectable to taste or smell.
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Question:
What should I do if my water is discolored?
Answer:
Discoloration is usually caused by rust in aging iron pipes. It is not harmful but is aesthetically displeasing. Home plumbing could be the problem, or the problem could be caused by disturbance in a nearby water main. Water main maintenance or nearby fire hydrant usage can cause this type of disturbance. If rust becomes trapped in your water heater, it may continue to cause problems until it has been flushed. We can help. Call us at (515) 222-3460 for more information.
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Question:
Do we have fluoride in our water?
Answer:
Yes. West Des Moines has approximately one part per million of fluoride in the water. This helps to prevent tooth decay.
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