Frequently Asked Questions

To have water turned on, you must present picture identification, your social security number, a rent receipt, and/or your lease agreement or verification that you're purchasing your home. You must also have the street address and provide us with your mailing address and other contact information.

Please complete our online application to start water service. We require at least a day's notice and all requirements must be satisfied before water can be turned on. For more information, please contact Customer Service at 919-775-8215.

If you already have service with us and are moving to a new location, please complete our disconnect/transfer form at least the day before to transfer your service. We must have a start date for the new service and a stop date for the old service. If you have a deposit it will transfer to the new account. Your account must be paid current. For more information, please contact Customer Service at 919-775-8215.

Delinquent fees and all arrears must be paid before service can be restored. Please call us at 919-775-8215 to pay your bill and have service restored.

Potential Causes of High-Water Bills

 An unusually high water bill is most often caused by a leak or change in water use. Some common causes of high water bills include:

• A leaking toilet or a toilet that continues to run after being flushed
• A dripping faucet: A faucet drip can waste 20 gallons of water a day or more
• Filling or topping off a swimming pool
• Watering the lawn, new grass, or trees; also check for an open hose bib
• Kids home for summer vacations or school holidays; guests
• Water-cooled air conditioners
• A broken water pipe or obvious leak; check the pipes in the basement or crawlspace; the water heater could also be leaking
• Water softener problems - cycles continuously
• Running the water to avoid freezing water pipes during cold weather

Your TriRiver Water bill is based on the water you used. If your bill increases, you use more water during the billing period.

Generally, water consumption is higher during the summer due to the watering of lawns, pools, and gardening. An average family of four typically uses 4,000-5,000 gallons of water a month. Here are a few things to check if you get a higher bill than usual.

Leak Detection

Leaks, whether unseen or unfixed, can waste hundreds or even thousands of gallons of water. It is important to routinely check your plumbing and home for leaky faucets, toilets, outside taps, and irrigation lines.

• To check for leaks in your home, turn off everything that uses water, including the washing machine, dishwasher, faucets, and even the ice maker.
• Locate your water meter. It should be in the ground on the edge of your property. The lid will be an oval piece of steel or aluminum that may have the words "water meter" on it.
• Remove the lid. Most covers have a pentagon-shaped bolt that is easily turned with a wrench. If your meter lid does have a bolt, pry off the cover using a screwdriver or similar device.
• Once the lid is off, locate the blue sprocket—a triangle-looking symbol. Each time the needle completes one rotation, 1 cubic foot = 7.48 gallons have passed through the meter.
• If the blue sprocket–triangle symbol is turning, and you have everything off inside the home, you have a leak.  If you cannot find a leak in the house, check for puddles under the house and along the path from your house to the meter. If the ground is abnormally wet, you may have a leak.
• Leaks can also occur in harder-to-find places, such as under your house or in the service line between your water meter and home. Check outdoor spigots and crawl spaces, and look for wet spots in your yard which may indicate a leak.
• For additional information about checking for leaks and other tips on how to conserve water, call 919-775-8215.
• Click here on how to check for a leak. 

Changes in Your Water Use

Did you have house guests, water your lawn more than usual, or do anything else out of the ordinary in the last month that uses a lot of water? If so, this may account for an increase in your water bill.

Check for Leaks

Leaks can waste hundreds or even thousands of gallons of water, whether unseen or unfixed. It is important to routinely check your plumbing and home for leaky faucets, toilets, and outside taps and irrigation lines.

Toilet & Faucet Leaks

The most common cause for a high water bill is running water from your toilet. A continuously running toilet can waste up to 200 gallons a day. That can double a family's typical water use, so fix toilet leaks as soon as possible. Some leaks, such as a dripping faucet or running toilet, are easy to find. You can usually hear a running toilet, but not always. See the toilet assessment below for help in determining if this is the cause of your high water bill.

Do-It-Yourself Toilet Assessment

First, check for the most common leak: a deteriorated or defective flush valve (flapper) ball at the bottom of the toilet tank. Water will leak into the toilet bowl if it does not make a tight seal. To check for this:

• Put two dye tablets (provided by TriRiver Water Customer Service) or 10 drops of dark food coloring into your tank.
• Do not flush the commode.
• Wait at least one hour.  
• If there is any color in the toilet bowl, there is a leak.

The second most common type of leak involves an improperly adjusted or broken fill (ballcock) valve. To check for this, flush the lid off the toilet tank, and see if water drains into the overflow tubes when the tank is full.

The following table shows the amount of water that can be lost (and billed to your account) for various-size leaks.

Irrigation Systems

During the summer, irrigation systems are a common source of high water use. Watering times generally double during the summer months compared to the winter. Automated irrigation systems should be checked regularly to be sure they are functioning properly and have no leaks or broken sprinkler heads. If a sprinkler valve sticks on, it could waste an extremely large quantity of water. The irrigation timer may not be programmed properly; i.e., sprinklers are watering too often and/or too long. Reprogramming may be necessary if the power has been off.

Water Softeners

Customers with water softeners have higher water bills due to the regeneration or backwash cycles their systems go through. The systems are preset to regenerate or backwash regularly. The systems will use water to clean the filter media and discharge the wastewater into the ground next to the system. Sometimes, these systems will get stuck in a cycle, which will cause higher water use.

What Can I Do if My Bill is Unusually High?

If you receive a bill, you feel is too high, check over the common causes listed above. This may help to pinpoint the source of the high bill. Most often, the City's utility billing program will detect unusually high bills, and the City will automatically send our utility staff out to check the meter and the property for a leak. If you feel your bill is too high and the city has not contacted you, call 919-775-8215. City staff will schedule for the meter reading to be rechecked. If the meter reading is checked and found to be accurate, you may need to contact a plumber or other professional to help determine the source of a leak. Property owners are responsible for all private service water lines from the public water main to the residence and leaks inside the home.

If you pay your bills on time for 12 consecutive months, your deposit is applied towards your current bills until the deposit is applied in its entirety. If your water is cut off, your deposit will be applied towards your final bill and you will receive a check for any remaining funds. For more information, please contact Customer Service at 919-775-8215.

As part of your application for service, TriRiver Water requires a Social Security Number or a Federal Tax ID Number pursuant to North Carolina General Statutes, Chapter 105A-2(6). This information will be used solely for the purpose of collecting unpaid bills and submitting outstanding debts to the North Carolina Department of Revenue for collection by applying the debt against any income tax refund that you may be entitled to receive or lottery winnings of $600 or more. TriRiver Water will not disclose your number without your consent to anyone outside TriRiver Water except as mandated by law. For more information, please contact Customer Service at 919-775-8215.

Please complete our disconnection form as soon as possible to disconnect your service. We require at least a day's notice. You will receive your final bill in approximately two weeks. For more information, please contact Customer Service at 919-775-8215.

Each customer receives a minimum bill each month because of the costs incurred by TriRiver Water to provide service to each customer. The water that is readily available to each customer has to be treated before it's distributed into the water lines. Also, every meter has to be read monthly to monitor each customer's consumption. For more information, please contact Customer Service at 919-775-8215.

In Person

City of Sanford Municipal Center

225 E. Weatherspoon Street

Sanford, NC 27330

Hours of operation: 8:00 a.m. - 5:00 p.m. Monday through Friday

Town of Pittsboro (cash/check only)

287 East Street, Suite 221

Pittsboro, NC 27312

By Mail

Mail your payment to :

TriRiver Water

PO Box 96888 

Charlotte, NC 28296-6888 

Be sure to include your bill stub.

By Credit/Debit Card

Customers can pay a bill with a credit or debit card over the phone using our automated system. Automated payments are available 24/7 at 919-775-8215. For each option, you will need your Account Number and Customer ID located at the top of your bill. All major credit and debit cards are accepted. You can also go paperless by signing up for e-billing.

Electronic Draft

Sign up for bank draft payments and your water and sewer bill will be drafted on your due date monthly.

Billing Cycles (Run)

Cycle 1 = due the 26^th of each month                       Cycle 2 = due the 3^rd of each month

Cycle 3 = due the 9^th of each month                         Cycle 4 = due 16^th of each month

Cycle 5 = due the 20^th of each month

What is my bill date?  This is the date your bill was generated.  Bills are usually generated and mailed on the same day.

What is my usage period? This is the period that covers when the water was used.  The usage is water used in the previous month.  For example, the bill date of 08/06/23 covers water used from 06/17/2023 to 07/18/2023.  Although you received the bill on August 6, it covers water used from the prior month.  The meter crew reads the meters, and billing doesn’t occur for another two to three weeks, so once a bill is received, it is important to note that the usage is from the month prior. 

Locate the present meter reading, previous meter reading, and usage on your bill.  These are readings used to calculate your bill.  Readings are typically in cubic feet increments (there are 7.48 gallons in one cubic foot).   

Take your current read and subtract the previous read; the difference is your billed usage.  For example, meter reading 9653 subtracts from 9394 = 259 cubic feet.  259 cubic feet x 7.48 gallons = 1,937 gallons. Click here for a detailed version of how to read your bill.

If you suspect your bill is higher than normal, check the reading on your meter and make sure it is in line with the reading on your bill.  To check for a leak, turn off all the water in the house and see if the blue leak indicator is turning.  If it is turning, you could have a leak.  Click here how to check for a leak at the meter.

Yes, a leaky toilet can waste a lot of water, which can contribute to a high water bill. According to the EPA, a leaky toilet can waste around 200 gallons of water daily, equivalent to flushing the toilet more than 50 times without a reason. This can add up to over 6,000 gallons of water wasted per month, or $70.06.  Watch a short video on how to fix leaks.  

An irrigation system with a leak 1/32^nd  of an inch in diameter (about the thickness of a dime) can waste about 6,300 gallons of water per month.  Please visit us to retrieve dye tablets and test for a leaky toilet. 

TriRiver Water offers bill adjustments due to unforeseen leaks. Contact Customer Service at 919-775-8215 to see if you are eligible.  Click here to apply for a leak adjustment.

If the amount of a contaminant exceeds a predetermined safe level in your drinking water (MCL, Action Level, etc.), We will notify you via newspapers, radio, TV and other means within 24 hours. With the notification, you will be instructed on what appropriate actions you can take to protect your family's health.

For more information, visit the Vulnerable Populations and Water Contaminants page.

The treatment process consists of a series of steps with water first being drawn from the Cape Fear River and then going through the filtration process including the settling of sediments and the addition of purifying substances.

Review the detailed Water Purification Process.

Drinking water, including bottled water, may reasonably be expected to contain at least small amounts of some contaminants. The presence of contaminants does not necessarily indicate that water poses a health risk. However, some people may be more vulnerable to contaminants in drinking water than the general population.

Learn more by visiting the Vulnerable Populations and Water Contaminants page.

Lead is a naturally occurring element in our environment. Consequently, our water supply is expected to contain small, undetectable amounts of lead. However, most of the lead in household water usually comes from the plumbing in your own home, not from the local water supply.

For tips on how to reduce your lead exposure, visit the Lead in Drinking Water page.

Cross-connections that could contaminate drinking water distribution lines are a major concern. A cross-connection is formed at any point where a drinking water line connects to equipment (boilers), systems containing chemicals (air conditioning systems, fire sprinkler systems, irrigation systems) or water sources of questionable quality.

Cross-connection contamination can occur when the pressure in the equipment or system is greater than the pressure inside the drinking water line (backpressure).

Learn more about Contamination from Cross-Connections.

Please email the Billing and Collections Department or call 919-775-8215.

Please call customer service at 919-775-8215. Our representatives there will either be able to immediately answer your question or get your question to the appropriate department. 

Please email the City of Sanford Water Plant Laboratory Supervisor Clarence Thompson at clarence.thompson@tririverwater.com or call 919-777-1804.

Please call 919-777-1803.

If the amount of a contaminant exceeds a predetermined safe level in your drinking water (MCL, Action Level, etc.), We will notify you via newspapers, radio, TV, and other means within 24 hours. With the notification, you will be instructed on what appropriate actions you can take to protect your family's health.

Chatham County is joining forces with Sanford, Pittsboro, and Siler City to better meet the growing need for water and wastewater services in the region.

With the Chatham-Siler City Advanced Manufacturing (CAM) site, Wolfspeed, and many other expansions and developments on the horizon, the region’s water infrastructure is key to securing our community’s economic future. The merger of water utilities in the region ensures a more robust, interconnected system, which creates a more resilient and efficient water system.

This merger process officially took effect in 2024 when Sanford and Pittsboro joined forces to form TriRiver Water. Now, Chatham County and Siler City are joining up, making TriRiver Water a growing regional water utility.

TriRiver Water's name symbolizes the connection to the three rivers that sustain our region and reflects a continued commitment to innovation, sustainability, and community. It also embodies a dedication to improving quality of life by providing exceptional service to customers as the region grows.

Chatham County Water customers can expect a final water bill from Chatham County dated June 27, 2025.  Customers can begin making payments for the June 27 bill to TriRiver Water starting on July 8.

Important: The payment conversion process will begin on July 1 and end on July 7. Customers will be unable to make payments during this time.

Starting in August 2025, you will receive your first official water bill from TriRiver Water. 

Existing Chatham County Utilities utility customers will not be charged any transfer/rollover fees or be required to pay a new deposit during the TriRiver migration in July 2025. 

You can count on the same exceptional service you are accustomed to now. The only changes you’ll need to make on your end are who you make your payments to and where you send those payments. 

• Your account number will change. Your new number will appear on your first bill from TriRiver Water. You can also call 919-775-8215 on or after July 8 to get your new account number.
• If Chatham County Utilities drafts your checking or savings account via automatic bank draft, you will not need to do anything. (Banking information transfers automatically; the draft date will be the bill due date).
• If you use Chatham County Utilities in your records or online banking, please update the payee to TriRiver Water and add your new account and customer number to ensure smooth payment transactions.
• If you pay online, you will now pay at TriRiverWater.com using your new account number.
• If you’ve set up autopay with your debit or credit card online, you’ll need to set up a new autopay account on TriRiverWater.com. There is a 2% convenience fee charged for credit/debit transactions.  Register your new TriRiver Water account and customer number and enroll it in autopay. You must cancel your Chatham County Utilities autopay on June 30.
• If you pay via check, make your checks payable to TriRiver Water and mail them to PO Box 96888, Charlotte, NC 28296-6888. The Charlotte address is our lockbox facility, which processes all mailed-in payments.  
• If you pay in person, please pay at the new location at 630 East Street, Pittsboro, NC 27312 from 8 a.m. to 5 p.m. Monday through Friday. All payment types are accepted. You can also pay at 311 North Second Ave, Room 101, Siler City, NC 27344.   
• If you pay via phone, you’ll now call 919-775-8215.

No. TriRiver Water will not charge any late fees or consider any service disconnections for Chatham County customers during the first 2 months of the transition.

Yes, the new customer service number is 919-775-8215.

If you have any question about TriRiver Water products, services, or billing, you should call customer service at 919-775-8215. Our representatives there will either be able to immediately answer your question or get your question to the appropriate department. 

You may receive mail, social media, online, email, and/or text communications. 

No, we remain committed to providing the same high-quality water services that customers have come to trust, with a renewed focus on innovation, efficiency, and customer satisfaction.

If you have questions or concerns during the transition, please contact us at 919-775-8215 or send customer service an email.. 

Siler City is joining forces with Sanford, Pittsboro, and Chatham County to better meet the growing need for water and wastewater services in the region.

With the Chatham-Siler City Advanced Manufacturing (CAM) site, Wolfspeed, and many other expansions and developments on the horizon, the region’s water infrastructure is key to securing our community’s economic future. The merger of water utilities in the region ensures a more robust, interconnected system, which creates a more resilient and efficient water system.

This merger process officially took effect in 2024 when Sanford and Pittsboro joined forces to form TriRiver Water. Now, Siler City and Chatham County are joining up, making TriRiver Water a growing regional water utility.

TriRiver Water's name symbolizes the connection to the three rivers that sustain our region and reflects a continued commitment to innovation, sustainability, and community. It also embodies a dedication to improving quality of life by providing exceptional service to customers as the region grows.

The Town of Siler City water customers can expect a final water bill from the Town of Siler City dated June 27, 2025.  Customers can begin making payments for the June 27 bill to TriRiver Water starting on July 8.

Important: The payment conversion process will begin on July 1 and end on July 7. Customers will be unable to make payments during this time.

Starting in August 2025, you will receive your first official water bill from TriRiver Water. 

Existing Town of Siler City utility customers will not be charged any transfer/rollover fees or be required to pay a new deposit during the TriRiver migration in July 2025. 

You can count on the same exceptional service you are accustomed to now. The only changes you’ll need to make on your end are who you make your payments to and where you send those payments. 

• Your account number will change. It will appear on your first bill from TriRiver Water. You may also call 919-775-8215 on or after July 8 to get your new account  number.
• If the Town of Siler City drafts your checking or savings account via automatic bank draft, you will not need to do anything. (Banking information transfers automatically; the draft date will be the bill due date).
• If you use the Town of Siler City in your records or online banking, please update the payee to TriRiver Water and add your new account and customer number ensure smooth payment transactions.
• If you pay online, you will now pay at TriRiverWater.com with your new account number. 
• If you’ve set up autopay with your debit or credit card online, you’ll need to set up a new autopay account on TriRiverWater.com. There is a 2% convenience fee charged for credit/debit transactions.  Register your new TriRiver Water account and customer number and enroll it in autopay. You must cancel your Town of Siler City autopay on June 30.
• If you pay via check, make your checks payable to TriRiver Water and mail them to PO Box 96888, Charlotte, NC 28296-6888. The Charlotte address is our lockbox facility, which processes all mailed-in payments.  
• If you pay in person, please pay at 311 North Second Avenue, Room 101 (first floor), Siler City, NC 27344, from 8 a.m. to 5 p.m. Monday through Friday. All payment types are accepted.
• If you pay via phone, you’ll now call 919-775-8215.
  

No. TriRiver Water will not charge any late fees or consider any service disconnections for Siler City customers during the first 2 months of the transition.

Yes, the new customer service number is 919-775-8215.

If you have any question about TriRiver Water products, services, or billing, you should call customer service at 919-775-8215. Our representatives there will either be able to immediately answer your question or get your question to the appropriate department. 

You may receive mail, social media, online, email, and/or text communications.

No, we remain committed to providing the same high-quality water services that customers have come to trust, with a renewed focus on innovation, efficiency, and customer satisfaction.

If you have questions or concerns during the transition, please contact us at 919-775-8215 or send customer service an email.. 

If you had Garbage & Recycling on your Town of Siler City utility bill, that will now be billed on your property’s annual tax bill

Siler City está uniendo fuerzas con los condados de Sanford, Pittsboro y Chatham para satisfacer mejor la creciente necesidad de servicios de agua y aguas residuales en la región.

Con el sitio de Fabricación Avanzada (CAM) de Chatham-Siler City, Wolfspeed y muchas otras expansiones y desarrollos en el horizonte, la infraestructura de agua de la región es clave para asegurar el futuro económico de nuestra comunidad. La unión de las empresas de agua de la región garantiza un sistema más robusto e interconectado, lo que crea un sistema de agua más resistente y eficiente.

Este proceso de unión entró en vigor oficialmente en el 2024 cuando Sanford y Pittsboro unieron fuerzas para formar TriRiver Water. Ahora, Siler City y el condado de Chatham se están uniendo, convirtiendo a TriRiver Water en una empresa regional de servicios públicos de agua en crecimiento.

El nombre de TriRiver Water simboliza la conexión con los tres ríos que sustentan nuestra región y refleja un compromiso continuo con la innovación, la sostenibilidad y la comunidad. También encarna una dedicación a mejorar la calidad de vida al brindar un servicio excepcional a los clientes a medida que la región crece.

Los clientes de agua de la ciudad de Siler City pueden esperar una factura final de agua con fecha del 27 de junio del 2025 de la ciudad de Siler City. Los clientes pueden comenzar a realizar los pagos de la factura del 27 de junio a TriRiver Water a partir del 8 de julio del 2025. 

Importante: El proceso de conversión de pago comenzará el 1 de julio y finalizará el 7 de julio. Los clientes no podrán realizar pagos durante este tiempo.

A partir de agosto del 2025, recibirá su primera factura oficial de agua de TriRiver Water. 

A los clientes actuales de servicios públicos del Pueblo de Siler City no se les cobrará ninguna tarifa de transferencia/reinversión ni se les pedirá que paguen un nuevo depósito durante el traslado de TriRiver en julio del 2025.

Puede contar con el mismo servicio excepcional al que está acostumbrado ahora. Los únicos cambios que tendrá que hacer son a quién le haces los pagos y a dónde los envía.

Su número de cuenta cambiará. Llame al 919-775-8215 a partir del 8 de julio de 2025 para obtener su nueva cuenta y número de cliente.

1. Si el Pueblo de Siler City gira su cuenta corriente o de ahorros a través de un giro bancario automático, no tendrá que hacer nada. (La información bancaria se transfiere automáticamente; la fecha de giro será la fecha de vencimiento de la factura).
2. Si utiliza Town de Siler City en sus registros o en su banca en línea, actualice el beneficiario a TriRiver Water y agregue su nuevo número de cuenta seguido de un guion, luego su nuevo número de cliente para garantizar transacciones de pago sin problemas.
3. Si pagas en línea, ahora pagarás en TriRiverWater.com. A partir del 8 de julio, llame al 919-775-8215 para obtener su nueva cuenta y número de cliente. De lo contrario, su nueva cuenta y número de cliente aparecerán en su factura de agosto.
4. Si ha configurado el pago automático con tu tarjeta de débito o crédito en línea, tendrá que configurar una nueva cuenta de pago automática en TriRiverWater.com. Se cobra una tarifa de conveniencia del 2% para las transacciones de crédito / débito.   Registre su nueva cuenta y número de cliente de TriRiver Water e inscríbase en el pago automático. Debe cancelar su pago automático del Town de Siler City el 30 de junio del 2025.
5. Si paga con cheque, haga sus cheques pagaderos a TriRiver Water.  Envíe su cheque y talón de factura al PO Box 96888, Charlotte, NC 28296-6888. La dirección de Charlotte es nuestra instalación de caja de seguridad, que procesa todos los pagos enviados por correo.  
6. Si paga en persona, pague en 311 North Second Avenue, Room 101 (primer piso), Siler City, NC 27344, de 8 a.m. a 5 p.m. de lunes a viernes. Se aceptan todos los tipos de pago.   
7. Si paga por teléfono, ahora llamará al 919-775-8215.

Sí, el nuevo número de servicio al cliente es 919-775-8215.

Puede recibir comunicaciones por correo, redes sociales, en línea, correo electrónico y/o mensajes de texto. 

No, seguimos comprometidos a proporcionar los mismos servicios de agua de alta calidad en los que los clientes han llegado a confiar, con un enfoque renovado en la innovación, la eficiencia y la satisfacción del cliente.

Si tiene preguntas o inquietudes durante la transición, llámenos al 919-775-8215 o envíe un correo electrónico al servicio al cliente a customerservice@tririverwater.com.  

Si tenía basura y reciclaje en su factura de servicios públicos de la ciudad de Siler City, ahora eso se facturará en la factura de impuestos anual de su propiedad.