Frequently Asked Questions (FAQs)
Water and Sewer Services
Irrigation and Outdoor Uses
Water Quality
Sewer Services
Public Utility Easements
Water and Sewer Capital Improvements
Understanding a Boil Water Advisory
Lead and Copper Rule
Water and Sewer Services
Q: How do I sign up for new water service?
A: Follow the instructions on the Apply for Water Service page.
Q: How do I get water service if my property does not currently have a water tap?
A: Contact Public Utilities Customer Service at 919-989-5075.
Q: How do I get water service on an unimproved lot?
A: Contact Public Utilities Customer Service at (919) 989-5075.
Q: Can my water bill payments be automatically deducted from my bank account?
A: Yes. Use the Apply for Free Bank Draft.
Q: Can I pay my water bill with cash?
A: Yes, bills can be paid via cash in-person only. See Payment Options for more information.
Q: How do I disconnect my existing water service?
A: Download and complete the Stop Utility Services Request Form.
Q: My bill is too high, how do I lower it?
A: Click here for information on why water bills may be high and how to resolve.
Q: How can I know how much my water bill will be?
A: Click here for the Water and Sewer Bill Calculator.
Q: Where do I find the latest water quality report?
A: Water Quality and Wastewater reports are issued every year and can be found on the Current Water Quality and Wastewater Reports page.
Q: My payment didn't go through, what do I do now?
A: Check your bank account for the type of payment you made to insure that the transaction didn't go through. Then call Customer Service at 919-989-5075 (Option 1).
Q: What are the current water rates?
A: The rates are included with the Johnston County Water and Sewer Policies document, and are also on the Fee Schedule page.
Q: My water meter got damaged. What should I do?
A: Complete the Report a Damaged Water Meter form or contact Public Utilities Customer Service by email at publicutilities@johnstonnc.gov or by phone at (919) 989-5075.
Q: How do I report a water main break or use violations?
A: Call Public Utilities Customer Service at 919-989-5075 during normal business hours or 919-934-9411 after normal business hours or on the weekend.
Q: How do I find out if a property has a water tap?
A: Use the GIS MapClick application or contact Public Utilities Customer Service at (919) 989-5075.
Q: When will chlorine disinfection start?
A: Chlorine disinfection for Johnston West customers starts every Spring, and is announced in advance on the Public Utilities website and Johnston County Government website.
Irrigation and Outdoor Uses
Q: Are there restrictions on watering your lawn or on irrigation?
A: View the Year-Round Mandatory Watering Schedule.
Q: How much will it cost to fill my pool?
A: Use the Water Bill Calculator to estimate the costs of various usage levels.
Q: Why are irrigation service rates more than other water rates?
A: Johnston County follows State guidelines that recommend rate structures to encourage water conservation. These include tiered rates that have the lowest rates for domestic or essential water use and higher rates for non-essential water use. Irrigation use puts the greatest demand on our water treatment and transmission capacity, and we have to size our treatment facilities and transmission system to meet the peak summertime demands, which is significantly driven by irrigation demands.
Water Quality
Q: Where does my water come from and how does the County treat the water?
A: Johnston County provides a yearly Water Quality report. Water Quality reports can be found on the Current Water Quality and Wastewater Reports page.
Q: What is a Boil Water Advisory? Should I worry?
A: A boil water advisory is a public notification informing water customers to boil their tap water before using it for drinking purposes. The County will issue a boil water advisory to customers in response to an event that could allow contaminants to enter the distribution system. Such events include scheduled water main maintenance, water main breaks or system pressure loss. The number of customers affected by a boil water advisory depends on the event prompting the advisory. The County notifies customers of a boil water advisory by issuing door hangers (when a small number of customers are affected) or by call-out (JOCOALERTS). Please ensure your current phone number is kept up to date with Johnston County Public Utilities. For more information on boil water advisories, visit Understanding a Boil Water Advisory.
Q: Why do I have low water pressure?
A: Temporary low or no water pressure can be caused by heavy water use in your area, such as a water main break or hydrants being accessed to fight a nearby fire. If you experience extremely low or no water pressure, please contact Public Utilities Customer Service at 919-989-5075
The most common cause for unusually low water pressure is a faulty pressure reducer valve (PRV), which is located on the customer's water service (most often, just before the water enters a home in a crawlspace). If you are experiencing lower than normal water pressure, but maintain the ability to use all fixtures, please call us at 919-989-5075.
Q: What should I do if I notice discolored water at my tap?
A: The first thing you should do is allow your tap to run a few minutes to see if it clears up. This will help you determine if the discolored water is coming from the distribution system or your home's plumbing system. If this doesn't correct the problem within about five minutes, please contact Public Utilities Customer Service at 919-989-5075.
Q: Why is my water discolored or cloudy?
A: Cloudy water is caused by tiny air bubbles in the water similar to the gas bubbles in carbonated soft drinks. After awhile, the bubbles rise to the top and are gone. This type of cloudiness occurs more often in the winter, when the drinking water is cold. In order to clear the bubbles, let the water run for a short period of time and check periodically for water clarity. If the discoloration continues, please call Public Utilities Customer Service at 919-989-5075.
Rusty brown water may be caused when your water pipes or fixtures leading to your home are rusting. If you are having trouble and your neighbors are not, then your own pipes and water heater are possibly rusting. A licensed plumber may be needed to correct the problem.
Almost all water pipes have a thin film of rust and harmless sediment on the inside of the pipe walls. Although this thin film causes no problems, over time, it can build up to the point that a slight increase in water velocity can cause it to break loose from the interior pipe wall. This material causes your tap water to appear discolored or dirty. Normallly, discolored water is the result of high water demands within the distribution system. Johnston County Public Utilities performs flushing of the water mains in your area to remove sediment before it reaches your water tap.
Q: Is the discolored water that I am experiencing in my home or office safe to drink?
A: Even though the discolored water is not harmful, we realize it is not aesthetically pleasing either. Whether or not you feel comfortable drinking the water is a personal decision and an understandable one. If, at any time, Johnston County's water is deemed unsafe to drink, you will be notified by Johnston County Public Utilities with guidance from the State of North Carolina's Division of Environmental Quality immediately through several communication channels.
Although harmless, discolored water may leave stains when washing clothes. If you are experiencing discolored water, you may want to postpone doing laundry for a short time until your water becomes clear.
As with all of your personal and family's home and health decisions, common sense is always the best approach. Even though discolored water is harmless, if you don't feel comfortable using it during short periods of discoloration, we certainly understand. As always, you are the best judge of what is best for you.
Q: Why does my water have a chlorine taste or smell to it?
A: The County's water distribution system is divided into two areas -- East and West. The East system is normally operated with a chlorine-only disinfection process. However, the West system typically operates with a chloramine process, which has no taste or odor associated with it. Every year, during the month of March, the County changes the disinfection process for the West system to also use only chlorine. Periodically, we are required to switch to only chlorine disinfection to properly control microbial growth whtin the water distribution system The water remains safe to drink for both systems. However, you can fill a pitcher with tap water and let it sit for several hours in the refrigerator to dissipate the chlorine taste and odor.
Q: What is Johnston County's Lead Prevention Program?
A: Please visit Johnston County's Lead Prevention Program page for updated information.
Q: What is Johnston County doing about PFAS/PFOA?
A: Please visit Johnston County's PFAS/PFOA page for updated information.
Sewer Services
Q: What can I do to prevent sewer back-ups?
A: Do not pour grease, fats and/or oils from cooking down the sink drain or garbage disposal. Collect grease in a container and dispose of it in the garbage.
Do not use the sewer system as a means to dispose of food scraps. Place food scraps in waste containers or garbage bags for disposal with your weekly garbage or place your food scraps in a compost pile.
Do not use the toilet as a waste basket. Place a waste basket in the bathroom to dispose of garbage. Disposable diapers, condoms, wipes, dental floss and personal hygiene products do not belong in the sewer system. Do not flush any disposable or "flushable" wipes.
Q: What if I have a sewer backup at my house?
A: You can call Public Utilities Customer Service at 919-989-5075 to report a back-up. However, most sewer back-ups occur between the house and the County's sewer main. If there is a blocked sewer service between the house and County's sewer main, the property owner is responsible for correcting the problem. If you have a plumber clear the blockage, make sure to request that the plumber clear the blockage all the way to the County main.
Q: Do I need a backwater valve for my sewer service line?
A: A backwater valve is a simple, gravity-flow-activated check valve installed on a private sewer service line to prevent wastewater from flowing back into the house. If the elevation of the lowest floor of your house is lower than the closest upstream manhole, you likely need a backwater valve. A plumber can help determine if your house needs a backwater valve.
Q: How do I report illegal dumping into the sanitary sewer system?
A: Call Public Utilities Customer Service at 919-989-5075 during normal business hours or 919-934-4911 after normal business hours or on the weekend. Only authorized personnel may access public manholes or privately owned grease interceptors for maintenance and monitoring activities. An illicit discharge or illegal dumping may result in:
- clogged or overflowing sewer lines
- disruption of wastewater treatment plant processes
- damage to sewer lines
- buildup of toxic gases in the lines
- problems with treatment at the wastewater treatment facility
Q: Where do I find the latest wastewater report?
A: Wastewater reports are issued every year and can be found on the Current Water Quality and Wastewater Reports page.
Public Utility Easements
Q: Why is County staff on private property within a Public Utility Easement?
A: Public utility easements for water and sewer mains are critical access points for our staff to maintain the water and sewer systems, particularly when repairs are needed. If impediments, such as large trees, fences, walls and sheds are present, it can significantly impact our ability to make any necessary repairs and/or clean the sewer system to prevent spills. Periodically, the County conducts clearing and vegetation removal along these easements, particularly in areas where large trees and vegetation can take over. Staff posts signs in the area when easement clearing is being done. County staff accesses these areas by the legally recorded access and/or utility easements. Existing public utility easements are recorded with the Johnston County Register of Deeds and identified by a Deed of Easement or Plat.
Water and Sewer Capital Improvements
Q: Where can I find the County's Water and Sewer Capital Improvements Plan?
A: View the Johnston County Water and Sewer Capital Improvements Plan.
Drainage Issues
Q: Who maintains roadside ditches and drainage on my lot?
A: Ditches on private property are maintained by the Homeowner’s Association or the property owner.
NCDOT maintains roadside ditches on state-owned roads. For concerns or questions about roadside ditches, please contact the NCDOT Maintenance yard:
NCDOT Johnston County Maintenance Yard
2861 US 70 West
Smithfield, NC 27577
(919) 209-1110
https://apps.ncdot.gov/dot/directory/authenticated/UnitPage.aspx?id=1819
More information regarding road maintenance questions can be found at https://www.ncdot.gov/contact/Pages/road-maintenance-questions.aspx
Q: Who is responsible for maintaining drainage easements?
A: Drainage easements are intentionally created areas designed for the passage of surface water runoff.
Individual property owners are responsible for the maintenance of any portion of a recorded drainage easement that is located on their property. For example, if a 20' drainage easement is located straight down a property line, each property owner is responsible for the 10' of the easement that is on his or her property. Easement issues are a private civil matter.
Q: Does the County maintain channels?
A: The County doesn’t maintain any drainage channels, pipes, etc.
Often, drainage complaints are related to stormwater runoff flowing from one property onto a lower property, which is considered a private civil matter.
Drainage Law in North Carolina is based on Common Law and court precedent. The law states that the person on the lower property must receive and pass the water from the higher property. Also, specific statutes prohibit the blockage of streams, drainageways and easements that remove water from higher elevations. For more specific information on the statutes, visit www.ncga.state.nc.us
Q: Where can I get guidance about flooding issues?
A: Flooding Guidance - North Carolina's Environmental Quality Department.
Boil Water Advisory
Q: What is a Boil Water Advisory?
A: A Boil Water Advisory is a public notification informing water customers of Johnston County Public Utilities to boil their tap water before using it for drinking purposes, typically in response to an event that could allow contaminants to enter the water distribution system. Such events would include:
- Scheduled water line maintenance
- Water main breaks
- Small or widespread loss of system pressure
- Power outage
- A natural disaster
Q: How will I be notified if my home or business is affected by a Boil Water Advisory?
A: When we issue a boil water advisory, we notify only the customers affected or served by the water main repaired. If it is a planned or minor water main repair, door hangers will be used for notification. If the water main repair involves a large volume of customers or occurs after normal business hours, JCPU will utilize the JoCoAlerts Notification System to call the phone number listed on your utility account.
If the Boil Water Advisory is widespread, Public Utilities will utilize the JoCoAlerts Notification System, post information on our website, and utilize available media and radio to inform the public of the boil water advisory. Phone numbers can be updated by calling 919-989-5075.
Q: What should I do during a Boil Water Advisory?
A: Tap water should be boiled vigorously for at least one full minute prior to using. The minute starts when the water begins to bubble. Boiling removes any harmful bacteria in the water that may cause illness. Wait for the water to cool before using or store in the refrigerator in a clean container. Do not use water from any appliance connected to your water lines.
Water should be boiled for the following uses:
- Drinking
- Cooking
- Ice making
- Washing dishes
- Brushing teeth
- Preparing food or drinks
- Watering animals
Q: Is the water safe for bathing and laundering clothes?
A: The water is safe for bathing and laundering clothes because these bacteria can only cause harm to your body if they are swallowed. Use caution when bathing a toddler or baby. Consider giving them a quick rinse at the sink or a sponge bath since they can very easily swallow bath water.
Q: How should I wash dishes during a Boil Water Advisory?
A: Household dishwashers are generally safe to use if the final rinse temperature reaches 150 degrees or the dishwasher has a sanitation cycle. To hand wash dishes, use hot soapy water (you may add one tablespoon of bleach per gallon as a precaution) and rinse the dishes in boiled water.
Q: How long must a Boil Water Advisory remain in effect?
A: An advisory will remain in effect until the water line is repaired and bacteriological sample results have determined the water is safe to drink. Typically, this is a minimum of 24 to 48 hours from the time of repair.
Q: How will I know if the Advisory has been lifted?
A: JCPU will lift the Boil Water Advisory when the results from the testing have confirmed that the water is safe to drink.
You will be informed that the Advisory is lifted through the original notification method. This could be door hanger, a Joco Alerts notification, media, radio, or website.
Lead and Copper Rule
Q: What should customers know about lead in drinking water?
A: Since the early 1990s, public water systems like Johnston County continuously treat and test our drinking water to protect the public from lead and copper exposure in drinking water. Water does not have lead when it leaves the treatment plant and when it goes into or leaves the County mains, which carry water from the treatment plant to the community. Water can pick up lead as it flows through a customer’s service line or household plumbing, if either has lead. However, the County’s water treatment process includes corrosion control treatment (zinc orthophosphate) to prevent corrosion and the leaching of lead from any water services lines or plumbing containing lead. The County conducts routine lead and copper testing, in compliance with existing rules, to ensure our corrosion control treatment system is effective.
In 2021, the EPA revised the Lead and Copper Rule to provide an improved level of public health protection. The new rules become effective October 2024. The changes focus on identifying and removing lead service lines, provided increased levels of protection from lead exposure in drinking water to children at schools and daycare facilities, and providing information about lead in drinking water to the community.
Q: What are the health effects of lead?
A: Exposure to lead in drinking water can cause serious health effects in all age groups. Infants and children can have decreases in IQ and attention span. Lead exposure can lead to new learning and behavior problems or exacerbate existing learning and behavior problems. The children of women who are exposed to lead before or during pregnancy can have increased risk of these adverse health effects. Adults can have increased risks of heart disease, high blood pressure, kidney or nervous system problems.
A: Johnston County Public Utilities provides retail water service to approximately 49,000 customers in unincorporated parts of the county and the Towns of Archer Lodge and Wilson’s Mills. In addition, the County provides complete or supplemental bulk water supply to the Towns of Clayton, Four Oaks, Princeton, Kenly, Micro, Benson, Selma, Smithfield, Pine Level, and Fuquay-Varina. The County also provides bulk water supply to Carolina Water Service (Winston Pointe area) and several Aqua NC systems (including Flowers Plantation).
If you receive your water bill from another entity, such as a town, please contact their utilities department for information about your service line and their lead service line program.
Q: What is a water service line?
A: Water service lines are small pipes that carry water from Johnston County's water mains (large pipes located in the streets) into homes and other buildings. Water does not have lead when leaves the treatment plant and goes into or leaves the mains, which carry water from the treatment plant to the community. However, water can pick up lead as it flows through a customer’s service line or household plumbing, if either has lead.
Q: Who owns the water service line to my property?
A: Johnston County owns the service line from the water main in the street up to and including the water meter in the meter box located at the property line. The property owner owns the service line beyond the meter to inside the home.
Q: What type of materials are service lines made of?
A: Service lines can be made of lead, galvanized steel, plastic, brass, copper, cast iron, or ductile iron. Homes built before 1987 may have services lines containing lead. Homes built after 1987 should not have a lead service line, due to the state-wide ban on lead plumbing and service line materials.
Q: What do I do if I have a lead service line?
A: Johnston County Public Utilities did not find any lead or galvanized steel requiring replacement water service lines in our system. If you believe you may have a lead or galvanized steel requiring replacement service line, and your home was built before 1988, please contact the County at (919) 209-8333 or email (waterinventory@johnstonnc.gov). A County employee will visit your site to inspect the water line material at no cost to you. Water service will not be impacted during the inspection.
Furthermore, you can perform a simple inspection of your water service line materials with the guidance below:
- You will need to be able to access your crawlspace or basement. In addition, please have the following items ready:
- Strong magnet
- A key or penny
- Smartphone or digital camera
- Flashlight (if needed)
CAUTION: If you are alone and going into your crawlspace, we recommend checking in with a neighbor, family member or friend before you go.
The EPA provides step by step instructions to help you identify the material. View the EPA Quick Check for Lead website and click the button labeled 'Start the Guide'.
In general, the service main material can be identified as follows:
- Lead
- Gray or silver
- Shiny and silver when scratched with key or penny (soft & scratches easily)
- Magnet will NOT stick
- Widens at base and forms a ‘bulb’
- Galvanized steel
- Gray or silver
- No visible scratch on surface when scratched with key or penny
- Magnet will stick
- Has threads at connections
- Copper
- Dull brown; greenish
- Same color as penny when scratched with key or penny
- Magnet will NOT stick
- Brass
- Brown; can have green corrosion spots
- Gold color when scratched with key or penny
- Magnet will NOT stick
- Has threads at connections
- Plastic
- Smooth and white, red, blue or black
If you identify a lead or galvanized requiring replacement service line, please contact Johnston County Public Utilities at waterinventory@johnstonnc.gov or 919-209-8333. Please see the “What can I do to reduce exposure to lead in drinking water?” section below.
Q: What other sources of lead are there in my home?
A: Other sources of lead include plumbing fixtures (faucets, valves, fittings, etc.), indoor copper plumbing pipes with lead solder, and lead paint. Lead paint in homes is typically the greatest contributor to lead exposure for young children.
Lead solder was commonly used to join copper pipes until around 1986, when it was banned. As lead solder is in direct contact with copper pipe, lead could be released into the drinking water. Lead paint was banned for residential use in 1978. Homes built before this time may have lead-based paint and dust contaminated with lead-based paint. Lead in drinking water is not the only possible source of lead in your home.
If you are concerned about lead levels in your home, consult your healthcare provider.
Q: What can I do to reduce exposure to lead in drinking water?
A: Johnston County Public Utilities did not identify any lead or galvanized steel requiring replacement water service lines in our system. However, the following are EPA’s recommendations to reduce exposure to lead in drinking water if you believe you may have a lead service line, galvanized steel requiring replacement service line or any other potential lead source in your plumbing, including copper pipes with lead solder:
- Run cold tap water for 3 to 5 minutes before you use it for drinking or cooking if the water has gone unused for more than six hours. In doing so, you are flushing stagnant water from your service line and getting fresh water from the water main.
- Use cold water for drinking, cooking, and preparing baby formula. Do not drink, cook, or prepare baby formula using water from the hot water tap; lead dissolves more easily in hot water.
- Remove and clean faucet screens and aerators.
- Consider buying bottled water or using a filter such as a pitcher filter or one that attaches to your faucet. The filter must be National Sanitation Foundation (NSF) 53- certified to remove lead.
- Consult a licensed plumber to identify possible sources of lead in your plumbing. Faucets, fittings, and valves may add lead to drinking water.
- Buy plumbing fixtures (faucets, valves, sinks, hose bibs, etc.) that have zero- or low-lead content meeting the current “lead-free” requirements. Read the labels of new plumbing fixtures closely.
- Test your child’s lead for blood. Your local doctor or pediatrician can perform a blood test for lead and provide you with information about the health effects of lead. To learn more, contact North Carolina Department of Health and Human Services at 919-707-5951.
Q: Can I shower in lead-contaminated water?
A: Yes. Human skin does not absorb lead in water. Bathing and showering should be safe for you and your children, even if the water contains lead over EPA’s action level.
Q: What is the revised Lead and Copper Rule?
A: The US Environmental Protection Agency (EPA) first published the Lead and Copper Rule in 1991. It has been revised multiple times to better protect children and communities at risk for lead exposure. After several years of review, the EPA released Lead and Copper Rule Revisions on October 16, 2021. Johnston County Public Utilities has completed the initial requirements of the new rule by completing the water service line inventory before October 16, 2024.
Key Lead and Copper Rule Revisions requirements include:
- Develop and publish a materials inventory of all service lines – public and private
- Create a lead service line replacement plan based on the results of the inventory
- Update/expand the compliance sampling pool based on new criteria
- Prepare a sampling plan for schools and licensed daycares
For More information on the Lead and Copper Rule, visit:
A: Please contact Johnston County Public Utilities at waterinventory@johnstonnc.gov or 919-209-8333, if you have any questions or need additional information.