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Water & Wastewater

Show All Answers

1. What does my water meter look like?

Most likely, your water meter is inside a meter can that had a metal round lid on it. The metal lid has been replaced with a black plastic round lid. Your meter can is most likely located near the curb next to the sidewalk at the front of your property.

2. How can I tell by looking at the meter if I have a leak?

The meter data display looks similar to the numbers on a car odometer and has nine digits. The digits on the meter represent the number of gallons consumed down to the one one-hundredth of a gallon. The last two digits after the decimal can be used as leak indicators to detect continuous water flow through the meter.

Unlike old analog water meters, the new Sensus meters do not have a "Star" in the center to indicate a leak. As reflected in the picture, the new meters have two digits to the right of the decimal. The furthermost digit indicates hundredths of gallons and is considered to be the leak indicator. If the last digit is moving, then water is flowing. Low flow would be indicated by this digit moving slowly when all valves are closed in the irrigation system and the residence.

Customers can also see how much water is used each hour, each day or each month on the customer portal. Usage alerts can also be set by customers who access the customer portal.

3. How do I turn off my water at the meter in an emergency?

4. Why are the water meters locked?

Water meters are locked to allow the meter lids to be securely in place. We have had situations in the past when non-locking meter lids float off during heavy rain and create a safety hazard for people and animals who could accidentally step into the opened meter box. This also helps to reduce the threat of tampering and keeps the sensitive electronics safe. Property owners also have an above-ground shutoff valve by their home that they have access to.

5. What is a meter key and how can I obtain one?

A meter key is the key that helps to open your meter can in order to access your water meter. They can be purchased at most hardware stores. In an emergency, you can use a meter key to open your meter lid and turn off the water to your home, but please always call Public Works Operations to let us know at 972-462-5150.

Customers are welcome to stop by Town Center at 255 Parkway Boulevard during normal business hours to view a display water meter, box, and lid, and request a demonstration of how to use the key. 

Please note, the meter box lid has a wire that connects the transformer mounted in the lid to the meter. It is important to be careful when removing the lid so the wire does not get disconnected.

6. Will the City consider changing the ordinance and unlock meters?

Due to the sensitive electronics and the safety for our residents we are not considering changing the ordinance at this time. Additionally, meter keys and shutoff tools are readily available online and in your local hardware stores.

7. Why doesn’t the City provide meter keys/other tools to residents?

It would be a large expense to provide every home the tools. Most reputable plumbers will have these tools when making a repair.

8. How do I know if my water bill is correct?

The advance water meter system that was installed in 2019 brings improved accuracy as compared to the old water meters. During the development and investigation phase of the project, old meters that were tested were found to only be registering approximately 90% of actual water used and some were registering no usage. The new automated readers register at least 98% of actual water usage.

To verify meter accuracy, every meter shipped by Sensus is tested for accuracy according to American Waterworks Standards before leaving the factory. All test results are attached to the meter to ensure accuracy and quality. The City has also contracted with Siemens to randomly select and test water meters each year to determine if the meters are accurately reading usage. The meters are sent by Siemens to a third party for testing and the results are shared with the City Council.

9. How do I set up my customer portal to monitor my water usage?

The Customer Portal Setup webpage provides instructions and videos on how to set up your customer portal. If you have additional questions, please call 972-304-3695.

10. If I check the meter and then check the customer portal, will I see changes in real time?

No, the meter sends updates to the customer portal periodically throughout the day.

11. Where is my customer shut-off for the water to my house?

It is usually located near your house in the front flower beds, but you may need to call a professional plumber out to your home to determine the exact location of the shut-off. When looking, we suggest looking in the area where the outside faucet is located. Probe in this area – approximately 2 to 4 feet from the house and 4 feet on either side of the faucet. When located it is a good idea to mark the spot with something for future use.

12. What is the green plastic lid/box in my yard near my water meter?

The green plastic lid covers the irrigation double-check and is the homeowner’s responsibility. The City does not access this box to turn on/off irrigation, but a homeowner may use the valve(s) inside to do so. These valves have a tendency to become rusted and stick over time due to the water settling in the irrigation box from watering the yard.

13. Who do I call if I am experiencing low/high water pressure issues in my home or business?

Call Public Works Operations at 972-462-5150.

14. What is the "standard" PSI?

PSI stands for Pounds per Square Inch of pressure. The standard PSI for a home in Coppell is 35 PSI to 80 PSI. If your pressure is low, it can be caused by many things. Simple problems like the shut-off valve being closed or a faucet being blocked can cause low water pressure. More serious issues like plumbing blockages or water leaks decrease water pressure, too. 

High Pressure

If your pressure is high, it can cause leaks, pipe damage, and wasted water. A Pressure Reducing Valve is needed at your water meter if the PSI is 80 or higher.

15. How does my advanced water meter benefit me?

The MyH2O Customer Portal provides residents and businesses with access to usage data from their advanced meters. Residents and businesses are able to more closely monitor their water consumption and adjust their usage accordingly. In addition, a leak alert can be set that notifies the account holder if the system is detecting a leak at their home or business. The customer can also setup usage alerts which will generate an email when the account registers the usage established by the account holder. In short, customers have the tools and data they need to better plan and "Get to Know Your H₂O."

In 2019, the City replaced all residential and commercial water meters with advanced meters. This meter replacement project was the result of listening to our customers. Specifically, the purpose of the project was to provide customers with a water meter system that accurately registers usage, utilizes technology to proactively provide effective and efficient customer service, and provide our customers with easy access to water usage information.

Improved Accuracy

The new system addresses the accuracy concern. During the development and investigation phase of the water meter project, a random test of old meters found meters to be registering approximately 90% of actual water consumption. As a result, some customers were not being charged for their full water usage. The new meters register with an accuracy of at least 98.5% of actual consumption. With improved accuracy of the new meter, customers’ bills more precisely reflect charges for actual water usage.

Enhanced Customer Service

The new meter system enhances the customer experience by allowing staff to provide proactive rather than reactive customer service. Previously, staff only saw how much water a customer used once a month when the meter was read for billing purposes. The new system allows staff to monitor the system for potential leaks and unusual consumption throughout the month. Staff is able to research situations and contact a customer sooner than they could under the old system. In addition, staff had no way to answer consumption questions from customers who had the older analog meters. Customers with the radio meters required staff to go to the meter to download consumption information.

The new system provides staff with the ability to access information for all customers who call with questions. The new meter system also helps customers gain deeper insight and understanding on how and when they use water. The new system provides customers with access to a Customer Portal where they can:

• Set daily usage alerts - alerts you when consumption is more than a given amount in a day.
• Set billing cycle usage alerts - alerts you when consumption is more than a given amount in a billing cycle.
• Set vacation usage alerts - alerts you if usage occurs when you are away on vacation.
• See how much water is used each hour, each day, or each month.
• Control the water portion of their Utility Bill through knowledge of when and how they are using water.
• Click a link to pay their bill online.
• Receive messages and alerts from the City.

16. What is the difference between the water meter and irrigation box and who maintains them?

Your water meter is what registers the amount of water coming into your home. The main City water supply comes from the street to your water meter and then up to your house. The City maintains the main City water supply lines and your water meter up to the quest fitting which is on your side of the meter can. The maintenance of the water that comes after or out of the meter up to your home is your responsibility.

Irrigation Box

Your irrigation box is what houses the controls for your irrigation system. There is a double check valve inside the irrigation box that will allow you to turn off just the irrigation system. You maintain your irrigation system and the irrigation box.

17. What is the difference between my water lines and my sewer lines?

Water lines carry water to your house and/or business. Also, water lines are pressurized.

Sewer lines carry wastewater away from your house and/or business. Your sewer lines are not pressurized, they are gravity fed (the City does have some pressurized sewer mains, called sewer force mains).

18. What is Sewer?

Wastewater (sewer), is the used water that goes down the drains inside our houses and businesses. The wastewater portion of your bill pays the costs associated with cleaning wastewater and returning it to the Trinity River.

19. What should I do if my sewer is backing up?

Immediately call Public Works Operations at 972-462-5150 to have someone dispatched to the address. If it is after hours, the call will be forwarded to the after-hours technician. He/she will call back within 15 minutes to get all details to respond. It is important to speak clearly and slowly when leaving your name, phone number, and address. If the technician cannot understand the message, it delays the response time. The is no charge from the City for an after-hours call.

20. Can sewer gas enter my home from City sewer lines?

Sewer gas can enter a building when the water located in a trap in the building evaporates. All fixtures that are connected to the sewer system must have traps on them. The water normally retained in the trap forms a barrier, keeping the gases from migrating from the sewer lines into the building.

21. What is a City sewer cleanout and where is it located?

A City sewer cleanout is a pipe with a cap that provides access to the sewer line so that blockages can be removed and it is usually located out near the sidewalk in front of your house.

22. What is a residential cleanout and where is it located?

A residential sewer cleanout is s a pipe with a cap that provides access to the sewer line so that blockages can be removed and it is usually located up near your house, maybe at your flower beds.

23. What is a Manhole?

A manhole is an opening to a confined space such as a shaft, utility vault, or large vessel. Manholes are often used as an access point for an underground public utility, allowing inspection, maintenance, and system upgrades.

24. What is a Sanitary Sewer Manhole?

A Sanitary Sewer Manhole is used as an access point for underground Sanitary Sewer lines, allowing inspection, maintenance, and system upgrades.

25. What is a Storm Drain Manhole?

A Storm Drain Manhole is used as an access point for underground Storm Drain lines, allowing inspection, maintenance, and system upgrades.

26. What is the City going to do about the cockroaches that are coming out of the sewer/storm drain by my house?

There is nothing that the City can do about the cockroaches coming out of the sewer/storm drains. As warmer/hotter weather approaches, the insects will migrate to places with cooler temperatures. Chemicals and pollutants cannot be sprayed down the drains as this water flows into creeks, rivers, and lakes.

27. What is stormwater?

Stormwater is surface water that flows across the land into creeks, rivers, and lakes. The purpose of the stormwater program is to reduce the pollutants to the maximum extent practicable.

28. How do I report stormwater pollution?

For emergencies such as an immediate threat to the public please call 911. For all others, please call Public Works Operations at 972-462-5150.

29. How can grass and leaves be a pollutant since they are found in nature?

The problem exists when improper disposal of yard waste gets washed into the creeks. This can increase nutrient levels that encourage algae growth and decrease oxygen levels; both decrease the water quality.

30. I see red fire hydrants and yellow fire hydrants throughout the City; what is the difference?

Yellow fire hydrants are public and red fire hydrants are private, meaning that the red ones are installed and maintained by personal properties/businesses. Business properties are required by the Standard Construction Details to have a certain number of fire hydrants on their property based on the square footage of the property. 

Yellow fire hydrants are public and are used and maintained by the City. These hydrants are flushed on an annual basis to ensure that the proper flow and quality of water are maintained for fire services and public drinking water.

31. Where does Coppell get its water?

The City of Coppell purchases its water from the City of Dallas. Dallas’ drinking water comes from six lakes:

• Fork
• Grapevine
• Lewisville
• Ray Hubbard
• Ray Roberts
• Tawakoni

Lake Ray Hubbard

Of the six lakes, Dallas only owns and operates Lake Ray Hubbard. Additionally, Dallas has water in Lake Palestine, approximately 90 miles southeast of Dallas. Lake Palestine is currently in the process of being connected to Dallas’ system, with an anticipated connection date of 2027.

Dallas Long Range Water Supply Plan

The 2014 Dallas Long Range Water Supply Plan (PDF) includes recommendations and alternative water management strategies to meet the Dallas’ and its customer’s needs through 2070. These recommended water management strategies include conservation, reuse, and new surface water. Dallas also has up to date water conservation and emergency water management plans.

32. What causes occasional taste and odor changes in the water?

The most likely reason for the taste in my water is algal bloom. This taste should fade away as the weather gets colder and the algae dies off.

Seasonal Taste

In the summer, when there is light from the sun and plenty of warmth, algae can bloom on the surface of lakes, reservoirs, and other water sources. While the bacteria is scrubbed from the water during the water treatment process, the moldy taste the algae imparts to the water can be detected at extremely microscopic levels. Some people are especially sensitive to mildew and musty tastes in food (I noticed this well before my husband did, for instance) and it can affect them more.

Occasionally the water has an earthy, musty or fishy taste and odor. These seasonal phenomena can be caused by the bi-annual turnover of our City reservoirs, or with the presence of varied algal blooms in the reservoirs or rivers. It is important to note this taste and odor poses no health concern but one of aesthetic quality.

33. I just had new sod put down, I need to water daily - what can I do?

Water Variances

Based on the water situation at the time of the request, permits may be granted for new lawns or landscaping, vacations, or other situations. View the Variance Request form. To apply for the variance, print the request form and fax the filled out form to Public Works Operations at 972-462-5199, or mail to 816 S Coppell Road. If you would like to speak to someone concerning this request or have a Variance Request Form mailed to your home or business, please call 972-462-5155.

Penalty Fine

Any person who violates the Ordinance can be guilty of a separate offense for each day or portion of a day during which the violation continues. The Ordinance sets the penalty fine at $200 for each offense. 

34. What are the colored flags for in my front or back yard?

These flags are to indicate locates for electric, gas, or cable/internet lines so that whatever work is being done does not hit one of these lines. Usually, the red is for power, the yellow is for gas, and the orange is for communication.

Residents and contractors are able to call 811 and have locates marked within 48 hours. Residents can call them in after applying for a permit through Building Inspections for any work that they are planning to do. Contractors call them in if they are completing work for a resident or if they are completing work for the City.

Examples

Examples include:

• Having your lot surveyed
• Moving a tree or shrub
• Putting in a fence
• Putting in a pool
• Replacing a curb or street
• Replacing sidewalk

35. Who do I contact if I want to request locates?

Please call 811 or use the Texas 811 website to request locates for your home address or business.