Residential Customers Questions and Answers

1. How do I set up my new service with Billing and Collections if I am renting?
    
   Answer:
   • Submit a completed Utility Service Application.
   • Deliver the rental deposit Fee Schedule to Billing and Collections Office location.
   • Make sure that you have your correct service address for the new service.
2. How do I set up my new service with Lincoln County if I am a homeowner?
    
   Answer:
   • Submit a completed Utility Service Application.
   • Make sure that you have your correct service address for the new service.
3. Is it possible for me to fax in my completed new account set up form to set up my new service with Lincoln County?
    
   Answer: 
   • We no longer accept applications by fax. All forms must be completed and submitted through our online application portal.
4. If I want to connect to the County's water/sewer system, what do I need to do?
    
   Answer:
   • You will need to come to the Public Utilities office at 115 West Main Street, Lincolnton, NC 28092, Second Floor, to complete an application and pay the appropriate fees. Fee Schedule
   • Bring valid picture identification.
      
      *Once fees are paid and the application has been submitted, it will be approximately ten (10) working days before your new service will be installed.
5. If I am going to be out of town for several months, what options do I have to suspend service until I am back?
    
   Answer:
   • We offer our customers the option to make their account inactive at a fee Fee Schedule. What this means is County personnel comes out and locks the meter which will turn off your water. The office staff will then make the account inactive, which suspends the bill until the customer contacts us to unlock the meter and make the account active again. Fee Schedule
   • Please remember that an inactive account is not closed, it only has the billing suspended and the customer is still responsible for the account until the account is closed.
6. If I want to winterize my irrigation system, what option do I have to suspend the service until I am ready to use the irrigation system?
    
   Answer:
   • We offer our customers the option to make their irrigation account inactive at a fee Fee Schedule. What this means is County Personnel comes out and locks the irrigation meter which will turn off your irrigation water. The office staff will then make the irrigation account inactive, which suspends the bill until the customer contacts us to unlock the irrigation meter and make the irrigation account active again. If the customer chooses to inactivate the irrigation meter and reactivates the irrigation meter within a twelve-month period, the customer will be charged the Irrigation Activation Fee at the time of activation.
   • Please remember that an inactive account is not closed, it only has the billing suspended and the customer is still responsible for the account until the account is closed.
7. If I am moving and want to disconnect my service, what do I need to do?
    
   Answer:
   • You must complete and submit the Disconnection of Service – Water and Sewer Services form.
   • Please make sure to include your forwarding address and contact information with your request. If we do not receive your forwarding information, we will be unable to process your request. Once we receive your request, personnel will turn off the meter by locking it. The office staff will then final your account and you will receive a final bill.
8. Can I pay my account online or over the telephone?
    
   Answer:
   • Lincoln County Finance accepts utility payments over the telephone by calling 704-736-8497. We also offer the ability to pay your account online.
9. How do I set up my utility account to be automatically drafted from my checking account?
    
   Answer:
   • Lincoln County Finance offers its customers the ability to set up their accounts on automatic bank draft. You will need to complete and submit the necessary form Automatic Bank Draft Application and attach a voided check.
10. What option do I have to make a payment after normal business hours?
     
    Answer:
    • You can pay by calling 704-736-8497, Online, or use our after-hours drop box. We strongly suggest that you only put checks and money orders in our drop box. Payments will be posted on the next business day.
    • We cannot process any credit/debit card payments left in the drop box.
11. Where does my responsibility for my plumbing begin?
    
    Answer:
    • The homeowner's responsibility begins at the connection at the meter and continues throughout property including any buried pipes and piping in the house.
12. Where does the County's responsibility begin?
    
    Answer:
    • Lincoln County Public Utilities is responsible for all main water/sewer lines throughout the system, up to and including the water meter.
13. How do I determine if I have a leak on my plumbing system?
    
    Answer:
    • Please click on following link. Utility Services page
14. How do I get an adjustment to my account if I have had a leak?
     
    Answer:
    • Once the repair has been made, you will need to complete the necessary form and enclose copies of receipts or invoices showing that the repair has been made. Water and Sewer Request for Adjustment Form. No adjustment will be given on any bill older than the past two billing cycles.
15. What is my responsibility concerning gravity sewer?
    
    Answer:
    • The customer is responsible from the sewer main back to the house, including all household plumbing.
16. Do I need to install a backflow prevention device?
    
    Answer:
    • For more information on who would need a backflow prevention device, please visit our Cross-Connection website at (Cross-Connection page).
17. What do I do if my water meter is locked due to delinquency of my account?
     
    Answer:
    • If your meter has been locked due to delinquency, the past due balance will need to be paid to have the service restored. Lincoln County does offer an after-hours service for accounts which have been locked due to delinquency for an additional fee Fee Schedule. To obtain this service, you will need to contact our after-hours number at 704-735-8202, submit payment online or by phone at 704-736-8497, and provide payment confirmation number to the Utilities representative.
18. If I see a leak on the County's water or sewer system, how do I report it?
    
    Answer:
    • You can call our office Billing and Collection Office location, come into the office to report any problems that you see on the County's system, or call the after-hours number at 704-735-8202.
19. Once I report a leak on the County's system, how long before the water leak is repaired?
     
    Answer:
    • Under normal working conditions, it takes approximately five to ten (5 to 10) working days to get a leak addressed. Lincoln County Public Utilities is under regulations that we must call NC One Call to have the area located for any existing buried utilities before we can dig in the area.
20. If I have concerns that my meter is not working properly, what are my options?
    
    Answer:
    • We do offer to our customers the option to have their meter tested. Meter Test form. There is a charge for testing. Fee Schedule
21. What does the paint markings in my yard mean?
    
    Answer:
    • Click on the link to see the color chart. Color Code Chart for locates
22. If I am going to dig in my yard, how do I find out where the buried utilities are?
    
    Answer:
    • You will need to call NC One Call at 1-800-632-4949 or 811. They will then send all pertinent utilities out to locate the buried utilities.

*Lincoln County Public Utilities only locates to the water meter. It is the customer's responsibility
to have any buried water/sewer lines that they are responsible for.

If you have any questions or concerns which have not been answered above, please do not hesitate to contact one of our Customer Service personnel at our office location. Billing and Collection Office location