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Budget Based Rates

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1. What are Budget Based Rates?

Budget based rates are a billing structure designed to consider the unique water needs of each customer, and to allow the lowest cost water to be utilized for essential use indoors. Efficient outdoor use would be allocated water at the next lowest cost, with inefficient water use assigned the highest rate, ultimately rewarding customers that use water efficiently.

2. What are the advantages of budget based rates?

EVWD is uses a budget-tiered rate structure for its customers for a number of reasons. The rate structure and higher base charge helps strengthen financial stability, by making revenue more stable. This rate structure allows EVWD to provide personalized, fair and accurate water budgets to all customers, while making sure that the financial stability. Customers pay the lowest rates for the water they need and a slightly higher rate for excess water they choose to use.

3. What other water agencies are using budget based rates?

•    Western Municipal WD

•    Eastern Municipal WD 

•    Rancho California WD

•    Las Virgenes WD

•    El Toro WD 

•    City of Corona

•    Elsinore Valley Water District

•    Coachella Valley Water District

•    San Juan Capistrano

•    Irvine Ranch Water District

•    Palmdale Water District 

Many more agencies in California are looking to transition to Budget Based Rates in the future.

4. Will budget-based rates help EVWD earn higher profits?

East Valley Water District is a not for profit government agency. We operate as a Special District as allowed within the California Water Code. As a rate based organization that receives no property tax revenue, we may only charge our customers for the actual cost of providing their service. The complete rate analysis report is available on our website to show the justification for the proposed rate structure and rates. It explains daily operational costs, large capital improvement costs, and the need to increase emergency reserves.

5. What are the tiers and how were they decided?

Before the tiers were established, the District reviewed and grouped operating expenses. After reviewing these costs, it was determined that three tiers were needed because the District has three sources of water, each with different costs associated with use. General operating costs were applied proportionately to each tier. 

The rate structure has been designed so that the District is not dependent on Tier 3 revenue for operational stability. Beyond the actual cost of delivering Tier 3 water, revenue from this tier will be used to expand our water conservation programs and increase system efficiencies. We will work hard to help our customers that are using water in Tier 3 to become more efficient, so they can reduce or eliminate the use of this most expensive water.

6. I am on a fixed income, are there programs available to help me pay my water bill?

East Valley Water District is a not for profit government agency, and is required by Proposition 218 to equitably pass our costs along to our customers. At this time we are not allowed to implement an income assistance program, but should the legislation allow an agency like ours to develop one we will be sure to reach out to our customers.

In the meantime we have a variety of water conservation programs in place that can identify opportunities for efficiency both inside and outside of the home.

7. How is a water budget determined?

Each customer is assigned a unique monthly water budget for both indoor and outdoor. This budget incorporates a number of factors including: people living at the residence; total square footage of landscaping; and weather.

8. How much water is in a unit?

Each billing unit is equal to 748 gallons.

9. How is the indoor budget calculated?

The indoor budget includes 60 gallons per person per day, which is consistent with daily indoor use identified in the recent Water Master Plan Update. The State of California has identified 55 gallons per person per day as the benchmark for efficient use, so the District’s customers will have a slightly larger budget

This individual use is multiplied by the household size, which currently has a default of 4 persons per household. The household number of residents was determined based on local 2010 Census data, which found that local single family residences have an average of 3.3 people, and multi-family residences have an average of 3.6 people.

This is then multiplied by the number of service days in the month to arrive at a total indoor budget. If emergency water shortage conditions exist, the District could adjust the allocation with a drought factor, if needed.

10. How do you know how many people live in my house?

East Valley Water District reviewed public records from the 2010 Census, which concluded that each single-family household has an average of 3.3 people and each multi-family residence has an average of 3.6.  Based on this information, a default household size of 4 has been set for all residential customers. If there are more than 4 people living in a household, the customer can simply contact the District to update this information and receive the appropriate budget allocation.

11. I have more than four people living in my house, can I update that number?

Yes, customers can update their household number by contacting the East Valley Water District Customer Service Department.

12. How is the outdoor budget calculated?

In order to accurately calculate an outdoor water budget, EVWD utilized high resolution aerial images and specialized Geographic Information System (GIS) software to measure the irrigated area of every property in the service area. The aerial photography process is very similar to technology used for Google Earth.

The second component to calculating outdoor allocations is measuring the weather. Multiple weather stations in the area would be used to gather Evapotranspiration (ETo) rates to determine how much water is needed to efficiently water a yard. 

As with indoor budgets, should a water emergency situation occur, the District could implement a drought factor to reduce outdoor water allocations if necessary.

Outdoor budgets are typically calculated using the size of the individualized irrigated area, the ETo and days of service.

13. I use more water in the summer than in the winter- will I exceed my water budget when the weather is hot?

Outdoor water budgets take actual irrigated area and weather into consideration each month.  This means that outdoor water budgets increase during warm months and decrease during cool months. Each month’s allocation is designed to meet the water needs for that period.

 

14. My neighbor has a much larger yard but fewer members of his family- do our water budgets treat us both the same?

Each property has its own unique water budget with an allocation for indoor use and outdoor use. The household with more people will require more water for indoor use. Properties with more landscaping will require water for efficient irrigation. Budget based rates allow for an equitable system that considers each customer’s needs.

15. What if I go over my budget?

Water that is used beyond the indoor and outdoor budget will be charged at the Tier 3 rate. While there is no limit on the amount of water a customer can use, the District strongly encourages customers to use this precious resource efficiently.

16. If I don’t use all of my budgeted water, can I roll it over to the next month?

Because water budget rates are designed to look at the needs on a monthly basis, there is no need to rollover unused water budget. However, if a customer uses water efficiently they will be charged their indoor budget amount first, then outdoor allocation second. If the full water budget is not used, customers will not incur any Tier 3 charges.

17. If I don’t use all of my budgeted water, will I be charged for the whole amount?

No, customers will only be charged for the actual water used. The water budget have been designed based on a variety of factors, but customers have the ability to be even more efficient than the budget estimates.

18. Are there any exceptions to the Water Budget Amounts?

The District offers limited account variances including licensed care facilities, documented medical needs, household size beyond the default, swimming pools, and horses.

19. What happens if I get a leak and fix it? Will there be an account credit?

This District offers a once a year leak variance. This an opportunity for customers to identify and repair major leaks on their property that resulted in Tier 3 billing. If this takes place, customers can fill out a Leak Variance Request Form and include documentation of the repair. Then customer service can credit the account for the difference between Tier 2 and Tier 3 pricing.

20. Are these rate increases a result of constructing the District headquarters?

No. The District hired a third party financial firm to evaluate the cost impact of the headquarters beginning in Fiscal Year 2013-14. At that time, it was determined that the cost impact of the headquarters would not require rate increases. If identified as a separate item on the utility bill, each customer’s portion of the headquarters cost would be $1 per month.

 East Valley Water District recently constructed a new headquarters campus for $15.5 million. It consolidated District staff from three separate locations, increasing operational efficiencies and saving over $200,000 a year in facility lease expenses. Additionally, the District welcomes community groups and members of the public to use the facility for their events, creating an added benefit for the area.

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Customer Service

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1. How do I start new service?

For options on how to start service click Here.

2. Can I get an extension on my bill?

 An account holder may request up-to 3 extensions per fiscal year (July 1st - June 30th). Extensions may be requested before the due date of the Past Due Reminder. Please contact customer service to request an extension at (909) 889-9501.

3. What are the district’s normal customer service business hours?

Customer service business hours are Monday through Thursday, 8 a.m. to 5 p.m., the 2nd and 4th Tuesday 9 a.m. to 5 p.m., and Friday, 7:30 a.m. to 4:30 p.m., excluding holidays.

4. What should I do if I need emergency service?

The district has employees on call for emergency service 24-hours a day, seven days a week. After-hours emergency calls are handled by the answering service, which directs calls to the employee on call. To report an emergency, call 909-889-9501.

5. Why does it seem to take the District time to fix a leak?

System leaks vary according to size, location and potential water loss. The District records all reported leaks and responds to those that pose the most damage and water loss first. Systems are inevitable due to normal wear and tear of water lines, tree roots and changes in temperature. 

6. What are the best times to call or come in for customer service?

In order to keep costs down, the district maintains staffing levels to meet normal customer service demands. However, during certain times, customers may experience a delay. The busiest times for customer service are the first through the fifth and the 15th through the 20th of each month, as well as all Mondays and Wednesdays.

7. Where is the customer service department located?

The District Headquarters are located at 31111 Greenspot Road, Highland CA 92346. The customer service department is located inside the front entrance.

8. What should I do if I have a concern about the quality of my water?

On a daily basis, our District Water Quality Department samples water from water sampling stations located throughout the district. These samples are sent to an independent laboratory for analysis, thereby insuring that East Valley Water District is providing the best quality water available. In addition, the District’s Water Quality Department personnel flush our water systems through selected fire hydrants on a regular basis. This periodic flushing helps eliminate the possibility of stagnant water conditions. For more information click here or if you have any questions or concerns regarding the quality of your water, contact our Engineering Department at 909-888-8986.

9. Can I test my own water at home?

Yes; however, you will have to make arrangements with a private laboratory. Costs can vary significantly depending upon the contaminant that is being tested for. If you have any questions or complaints, East Valley Water District can provide you with information on your water quality and can test the water coming into your home. Local and state health departments can also provide water quality and testing information. We are all responsible for preventing water pollution, making the job of providing safe drinking water easier for all water suppliers. You can access our Consumer Confidence Report here.

10. Why would the water pressure at my house sometimes seem abnormally low or high?

Water pressure can fluctuate due to higher-than-normal demand placed on the water system. This usually occurs during the summer months, when water usage is at its highest level. In some instances, depending on location, customers may experience a change in water pressure due to the increased number of wells and boosters operating to meet water demand during peak usage times. If you have any questions or concerns regarding your water pressure, contact our Engineering Department at 909-888-8986.

11. How does the district ensure that meter readings are correct?

East Valley Water District utilizes Automated Metering Infrastructure, also known as Smart Meters, to electronically collect water usage information. This consistent stream of water-use history can alert both the District and customers to pipe breaks, toilet leaks, and broken valves. In turn, customers have the ability to manage their monthly bills more efficiently, reduce water waste and prevent possible water damage. 

Traditional meter reading is a labor-intensive process performed manually by a staff member at each location. For more information about smart meters, please click here.

Customers can access their water usage information by logging into the online billing portal here. Once logged in click the Utility Billing tab, select the account number, then the Consumption History tab.

12. How can we help keep our water clean?

You can help protect all of our groundwater supplies by disposing of harmful household products and other toxic chemicals in the proper manner. Household hazardous waste includes cleaners, glues, soaps, pesticides, paints, fertilizers, medicines, chrome solutions, motor oil, and batteries. These waste materials should never be dumped down the drain, in the trash, or on the ground. Instead they should be taken to a hazardous waste collection or recycling center. Whenever possible, cutting down on the use of toxic household products by switching to safer alternatives is encouraged.

Household hazardous waste should be taken to the San Bernardino County Fire Household Hazardous Waste Collection Facility at 2824 East “W” Street (located at the former Norton Air Force Base). It is open Monday through Friday from 9 a.m. to 4 p.m. For more information on household hazardous waste, call 1-800-645-9228.

Join us in preserving our water resources by using water resources wisely and efficiently. This will ensure a long-term supply of clean, safe water. Remember, preventing water contamination is less expensive than developing new treatment methods.

13. How can customers save money on their water bills?

Water-saving devices such as low-flow toilets and showerheads use less water with no loss in convenience or benefit. For example, a family of four can save over 35,000 gallons of water per year by installing low-water-use showerheads. Since they will be using less water, an additional $50 or more can be saved in energy costs. For more information on water-saving ideas click here for Conservation tips or call (909) 806-4287.

14. How many days are in the billing cycle?

The average water bill in 2019 covers 28 days of use, except during January, May, August, and November where it has 35. During longer months, the District adjusts your water budget to reflect the longer billing cycle. Some customers may see a slightly higher bill than usual because of the extra days of water use.

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Finance

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1. How do I request for a demand?

You may send your request by fax to (909) 784-0285 or via email.

2. How do I request a payoff demand or Release of Lien?

You may fax your request to (90) 784-0285 or submit it by email to finance@eastvalley.org. Requests must be submitted on your company's letterhead. Be sure to include a copy of the Lien as well.

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Human Resources/Risk Management

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1. How can I contact the Human Resources Department?

The Human Resources Department can be reached at (909) 885-4900 or by email hr@eastvalley.org.

2. How do I apply for employment?

East Valley Water District only accepts applications for vacant positions. Open positions are posted on the Employment Opportunities web page. Click the “Apply” link to begin the application process. An application must be submitted for each available position for which you wish to apply.  Applications must be received by 11:59 p.m. on the closing date of the recruitment. 

Please contact the Human Resources Department at (909) 885-4900 should you require special accommodations during the recruitment process.

3. Is there an application deadline?

The East Valley Water District accepts applications for open positions only. Open positions are posted on the Employment Opportunities webpage.  Applicants must apply on the Employment Opportunities page at www.eastvalley.org. Once the position is found you will click the “Apply” link to begin the application process. An application must be submitted for each available position for which you wish to apply.  Applications must be received by 11:59 p.m. on the closing date of the recruitment. Please contact the Human Resources Department should you require special accommodations during the recruitment process.

4. What is the selection process?

The selection process and timelines may vary by recruitment. All applications will be screened and candidates who best match the needs of the District will be invited to compete further in the selection process which may include a written, oral, interview(s).

5. How will I be notified if I am not selected for an interview?

You will receive an e-mail notice at the end of the process.

6. What if I don't have a computer?

A tablet is available in the front lobby of the District Headquarters and computers are available at the Sam Racadio Library located at 7863 Central Ave, Highland, CA 92346.

7. How do I participate in the Volunteer Program?

To become a volunteer of the District, please complete a Volunteer Program application. Human Resources will contact you with status of your application. Applications for unavailable positions will be kept on file for one (1) year and be considered for future opportunities. For additional program information and participation requirements, please click here. 

8. How do I submit a claim for damages?

Submit a completed Claim for Damages form in person or by mail to:

East Valley Water District
Administrative Office
31111 Greenspot Road
Highland, CA 92346

The claim will then be submitted to the Human Resources / Risk and Safety Manager for processing. Should you have any questions or concerns, please contact Kerrie Bryan, Human Resources / Risk and Safety manager, at 909-885-4900.

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Main

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1. How do I contact a city/county department?

Visit the Staff Directory to find all department and staff contact information.

2. Where can I find the answers to my frequently asked questions?

Use the FAQs module to easily find answers to the questions you ask the most.

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North Fork Water Company

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1. Who should I contact with questions regarding my North Fork Water Company deliveries?

For assistance regarding your scheduled deliveries please contact the Water Production Supervisor at (909) 806-4227 or the department's Administrative Assistant at (909) 806-4223.

2. How much water does each share receive?

The water deliveries in that take place between June and November may be reallocated, but no more than 600 day inches per month.

Water deliveries from December through May are subject to change based on the amount of river flow available.

3. Where can I submit updated contact information for the North Fork Water Company?

Please submit updated contact information, including phone number and mailing address, to Brenda Van Meter.

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Sterling Natural Resource Center

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1. What is the Sterling Natural Resource Center?

The Sterling Natural Resource Center is a wastewater treatment facility that will be located in the City of Highland by East Valley Water District to treat wastewater generated within East Valley Water District’s service area. The new treatment facility would produce disinfected tertiary recycled water (Title 22 water quality for unrestricted use). The treated water would be discharged to replenish the Bunker Hill Groundwater Basin. 

2. What is a reclamation facility?

Reclaimed water or recycled water, is wastewater (sewage) that is treated to remove solids and certain impurities, and used in many settings for sustainable landscaping irrigation or to recharge groundwater aquifers. The purpose of these processes is sustainability and water conservation, rather than discharging the treated water to surface waters such as rivers and oceans. The Sterling Natural Resource Center is a reclamation facility which will be used to replenish the local groundwater basin.

3. Why is it called the Sterling Natural Resource Center?

In an effort to select a name that represented the long history of the region and the resource the facility will be, the team looked to the past. The Sterling Natural Resource Center is named after A.E. Sterling, a local visionary and active valley leader.

In addition, one definition of sterling is: "of the highest quality."

4. Where will it be constructed?

The SNRC was constructed on a 20-acre parcel of land located at North Del Rosa Drive between East 5th Street and East 6th Street. The Treatment Facility is located on the eastern property while the Administration Center is located on the western parcel. The collection/conveyance pipelines would be constructed along the existing rights of way.

5. When will construction start?

Construction for the Sterling Natural Resource Center officially began on October 2018. The Administrative Center was completed in 2022. The Treatment Facility is scheduled to be operational in 2024. Currently, these structural concrete buildings have been completed:

• Aeration Basin
• Odor Control 
• Screening Building
• Membrane Bio-Reactor (MBR) Building
• Ultraviolet Disinfection Building
• Solids Building

Percentage of Completion

• Administrative Center and Operations Building are 100% complete
• Collection sewer line is 95% complete
• Regional Recycled water line is 75% complete

6. What will the facility look like?

The SNRC intends to be a community asset and a good neighbor. The SNRC facility would:

• Have offices to serve the wastewater treatment facility
• Integrate into the community through compatible land use and aesthetically pleasing design
• Incorporate an Administration Center that would include:
  • Publicly accessible open space and water features
  • Multipurpose spaces for emergency and community uses
  • Opportunities for the community and local students with an interpretive center

7. Will there be any odor coming from the facility?

The SNRC will use Membrane BioReactors, which is a process that combines filtration with biological treatment to reduce the amount of space needed to operate the facility. Therefore, allowing for the reclamation process to be completely self-contained. 

As part of the SNRC’s commitment to being a good neighbor, the project’s design includes extensive state-of-the-art vessel systems to help prevent unwanted odors. These systems will “scrub” the air so that there is no noticeable odor coming from the facility. Water produced by the SNRC will be cleaned and disinfected through multiple processes. Additionally, recycled water is clear and has no smell.

8. Will the Sterling Natural Resource Center accept drop-offs of food waste from my home?

The SNRC incorporated state-of-the-art digesters to turn 130,000 gallons per day of organic waste into 3 megawatts of renewable energy. East Valley Water District will import the material from local waste processors, due to the high concentration of material needed. At this time, there will be no acceptance of local drop-offs of household organic waste.

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Water Quality

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1. Why does it seem to take the District time to fix a leak?

System leaks vary according to size, location and potential water loss. The District records all reported leaks and responds to those that pose the most damage and water loss first. Systems are inevitable due to normal wear and tear of water lines, tree roots and changes in temperature. 

2. How can we help keep our water clean?

You can help protect all of our groundwater supplies by disposing of harmful household products and other toxic chemicals in the proper manner. Household hazardous waste includes cleaners, glues, soaps, pesticides, paints, fertilizers, medicines, chrome solutions, motor oil, and batteries. These waste materials should never be dumped down the drain, in the trash, or on the ground. Instead they should be taken to a hazardous waste collection or recycling center. Whenever possible, cutting down on the use of toxic household products by switching to safer alternatives is encouraged.

Household hazardous waste should be taken to the San Bernardino County Fire Household Hazardous Waste Collection Facility at 2824 East “W” Street (located at the former Norton Air Force Base). It is open Monday through Friday from 9 a.m. to 4 p.m. For more information on household hazardous waste, call 1-800-645-9228.

Join us in preserving our water resources by using water resources wisely and efficiently. This will ensure a long-term supply of clean, safe water. Remember, preventing water contamination is less expensive than developing new treatment methods.

3. Can someone tell me what the water pressure is on my property?

Contact the Customer Service line during regular business hours to request a pressure check at 909-889-9501.

4. Why would the water pressure at my house sometimes seem abnormally low or high?

Water pressure can fluctuate due to higher-than-normal demand placed on the water system. This usually occurs during the summer months, when water usage is at its highest level. In some instances, depending on location, customers may experience a change in water pressure due to the increased number of wells and boosters operating to meet water demand during peak usage times. If you have any questions or concerns regarding your water pressure, contact our Engineering Department at 909-888-8986.

5. What should I do if I have a concern about the quality of my water?

On a daily basis, our District Water Quality Department samples water from water sampling stations located throughout the district. These samples are sent to an independent laboratory for analysis, thereby insuring that East Valley Water District is providing the best quality water available. In addition, the District’s Water Quality Department personnel flush our water systems through selected fire hydrants on a regular basis. This periodic flushing helps eliminate the possibility of stagnant water conditions. For more information click here or if you have any questions or concerns regarding the quality of your water, contact our Engineering Department at 909-888-8986.

6. Why does staff let water from fire hydrants run into the street?

Similar to flushing your home’s pipes from debris that may collect over time, the District flushes fire hydrants by allowing water to run for short period of time. This process is known as hydrant flushing and it is an important element for the maintaining a healthy water system. By allowing water to travel out of the hydrant at a high speed and pressure, pipes are cleaned of natural debris that accumulates in the pipeline. 

To flush a fire hydrant, staff opens the hydrant and allows water to flow out uninterrupted for 5-10 minutes. You can view an interactive map with flushing and valve exercising activities occurring in the District, click here.

7. Why is flushing needed?

As part of our efforts to maintain and continue providing reliable services, pipes need to be flushed regular to prevent water from remaining stagnant in the pipes for an extended period, and clear pipes from natural deposits that may accrue over time.

8. Will flushing affect my water service?

Water services will not be interrupted during pipeline flushing, but customers may notice lower water pressure while it is taking place.

9. Do I need to do anything after flushing has been completed?

After flushing has been completed in your area, we recommend running a faucet for about two minutes or until water runs clear. This will help clear your home’s pipes of any leftover debris.

We encourage you to collect this water and use it to water plants instead of letting it run down the drain. For more information about the flushing program or to report discolored water conditions that have not cleared up within 24 hours after flushing activity, please contact our Water Quality Coordinator at (909) 806-4222.

10. What can I do if my water looks rusty / discolored?

Typically running the cold water for 2-3 minutes will usually flush your pipeline enough for the water to once again run clear.

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Weaver Basins: Regional Recycled Water System

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1. What is a groundwater recharge facility?

Groundwater recharge facilities like the Weaver Basins allow for the percolation process to take place in order to replenish local water supplies. Essentially, water delivered to the facility will be stored at the site's basins and percolate down through the bottom into the aquifer where it will go through the natural water cycle again.

2. Is the water at the facility odorless?

Yes, water recharged at the Weaver Basins facility will be odorless, clear, and clean water. 

Prior to being delivered to the facility for recharge, water will undergo a rigorous treatment process using state-of-the-art technology following strict local, state, and federal guidelines for water treatment.

3. What standards is EVWD following for treated water to be recharged?

East Valley Water District is following all local, state, and federal guidelines for water treatment to ensure the water is safe for groundwater recharge, including monitoring and water quality protection.

4. Why was this location chosen?

This site was chosen because this area has high percolation rates in the region. This means water is absorbed into the ground and limits the amount of water that is lost due to evaporation.

5. Are there any benefits to East Valley Water District customers?

Approximately 8 million gallons per day of water will be recharged into the local groundwater basin. East Valley Water District customers will benefit from this source of water and the supply it will provide for the community in the area.

6. Are any enhancements being made to the surrounding site?

East Valley Water District is extending the tree line, creating new sidewalks, and installing a painted fence around the facility.