Special Alerts

Jun 24, 2019 : Aqua North Carolina customers: Information in response to the Wake County report regarding private wells
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Special Alert

Aqua North Carolina customers: Information in response to the Wake County report regarding private wells

Jun 24, 2019

Aqua North Carolina customers,

Wake County Department of Environmental Services issued an official notice to private well owners regarding naturally occurring groundwater contamination from uranium, radium, and radon. This notice was intended to inform and encourage private well owners to test their wells. The notice stated that “if you currently pay a water bill, you may disregard this notice, because your water system is already being tested.”

Aqua water systems are tested in accordance with federal and state standards, and treatment is provided if necessary. Contrastingly, private well owners are not required to test, and the notice was issued as a recommendation to those Wake County private well owners.

If you are an Aqua customer, additional testing is not necessary. The results of Aqua’s testing of your water system can be found on the Aqua website.

Aqua appreciates the opportunity to provide quality drinking water to its customers in Wake County.

  • People Served
  • Water Connections
  • Wastewater Connections
  • Water Treatment Facilities
  • Wastewater Treatment Facilities
  • Wells
  • Miles of Main
  • Public Water Systems (PWSIDs)
  • Employees

Aqua North Carolina Service Territory

Learn more about our commitment to improving water quality for our customers: NCWaterQuality.com

Aqua North Carolina, an Aqua America subsidiary, serves more than 250,000 residents in 51 counties. North Carolina customers can pay their Aqua water bill online through WaterSmart e-billing or any number of convenient ways to pay.

Learn more about GenX: GenX Information 

Learn more about lead and drinking water: Lead Fact Sheet

Learn more about radium and groundwater: Radium Fact Sheet

Learn why Aqua flushes a water system: Flushing Fact Sheet

North Carolina Mandatory Drought Restrictions

Cold weather advisory: Preventing frozen pipes this winter.

For any questions or concerns relating to customer service, please call 877.987.2782

For any questions or concerns relating to customer service in North Carolina , please call our phone number: 877.987.2782.

Aqua North Carolina serves communities in the following counties: Alamance, Alexander, Alleghany, Ashe, Avery, Buncombe, Burke, Cabarrus, Carteret, Caswell, Catawba, Chatham, Cumberland, Davidson, Davie, Durham, Forsyth, Franklin, Gaston, Gran­ville, Guilford, Henderson, Hoke, Iredell, Johnston, Lincoln, McDowell, Mecklenburg, Mitchell, Moore, Nash, New Hanover, Northampton, Onslow, Orange, Pender, Person, Polk, Randolph, Rockingham, Rowan, Rutherford, Stokes, Surry, Transylvania, Union, Vance, Wake, Warren, Watauga, Yadkin and Yancey.

Water Sources: Consolidated rock wells (more than 1,600) and aquifers. The Fayetteville area is served by the Black Creek Aquifer and the Wilmington area is served, in part, by the Castle Hayne Aquifer. In addition, Aqua North Carolina, purchases water from other utilities to resell to its customers.

Aqua North Carolina Leadership Team

Shannon Becker

Joseph Pearce
Director of Operations

Michael Melton
Engineering Manager

Amanda Owens
Environmental Compliance Manager

Robert Krueger
Central Area Manager

Joel Mingus
Coastal Area Manager

Laurie Ison
Western Area Manager

Aqua North Carolina Business Development Water and Wastewater

C. Ruffin Poole, CRPoole@AquaAmerica.com, 919.653.6967

Regulatory Agencies 

Frequently Asked Questions

Have a question about Aqua America's North Carolina operations? We’ve compiled some frequently asked questions to help you learn about issues specific to your state such as hard water and drought. If you have a question not addressed here, you can reach us via the link at the bottom of this page. 

Why is my water discolored, and what is Aqua doing to fix it?

  • Please refer to this document, which discusses naturally occuring minerals in the groundwater.

Why is my water hard? 

  • Hardness is often a characteristic of groundwater and occurs naturally.
  • As the water travels through the ground and enters the aquifer, minerals such as calcium and magnesium that are present in the bedrock dissolve into the water supply. 
  • These minerals that leach into the water give the water what is commonly called “hard” water. Other minerals that can cause hardness and discoloration issues are caused by iron and manganese.

 What can I do to soften my water? 

  • Minerals often build up in home hot water heaters. The higher the temperature, the more likely these minerals are to build up in your hot water heater.
  • Reduce the temperature of your hot water heater.
  • Flush your hot water heater regularly.
  • Purchase an in-home water softener.  

How can I stop the staining that comes from my hard water? 

  • A product called Red B-Gone can be purchased from some local plumbing supply stores.  

Why does my water smell like rotten eggs? 

  • Sulfates are a naturally occurring mineral in some areas of North Carolina.
  • By themselves, sulfates are not a problem.
  • However, when non-harmful, sulfur-reducing bacteria — which are also naturally present in the water — feed on the sulfates, it gives an odor to the water that is often said to smell like rotten eggs.

What is the drought status? 

  • In most cases, we have enough supply for reasonable use. However, some customers do not use water reasonably.
  • The mandatory restrictions that impact all customers were mandated by the North Carolina Utilities Commission (NCUC). 

How do you handle drought violators? 

  • The NCUC has charged Aqua with policing violators. If an Aqua employee witnesses a violation in the regular course of our business, we will engage the customer to make them aware of their action. Aqua will then send the customer a letter that gets copied to the NCUC. The letter informs the customer that if we witness the violation a second time, Aqua will ask the NCUC to allow us to turn off their service. 

What are you doing to find more water sources?

  • In most cases, we have adequate supply for reasonable demand according to the Department of Environmental Health, which equates to 400 gallons per day for a 12-hour day. 

Who’s responsible for the maintenance of grinder pumps?

  • In most cases, Aqua owns and maintains your grinder pump.
  • You can help keep costs down by not putting things like grease, dental floss, kitty litter, etc., into sinks, toilets and drains.

North Carolina Leak Adjustment Form

Download the North Carolina Leak Adjustment Form