Utilities – Frequently Asked Questions 

Classification: Service 

KBA Code: KBA-044 

Last Updated: 4/25/2024 

Description 

General 

What is Charlotte County Utilities Department? 

The mission of the Charlotte County Utilities Department is to provide safe, reliable drinking water, reclaimed water and wastewater service for the enrichment of the community. The Utilities Department provides potable water, wastewater treatment and disposal and reclaimed water for irrigation, serving more than 70,000 homes and businesses throughout unincorporated Charlotte County. 

What are your bill-paying options? 

You may pay your bill using your Check or Money Order (please do not place Cash in the drop box) and drop your payment in one of our convenient Drop Box locations. To ensure proper credit, please list your Charlotte County Utilities account number on your payment. 

The Customer Support Center and the Charlotte County East Port Environmental Campus located at 25550 Harborview Road is currently closed due to damage from Hurricane Ian. The drop box at the entry gate is still open. 

Customers can pay a bill in person by check or money order at the Customer Payment Center located at the Charlotte County Administration Center, 18500 Murdock Circle, Room B109 Port Charlotte, FL 33948.  

9 a.m. to 4 p.m., Monday through Friday (except holidays). 

This location is also staffed by customer service representatives. 

Drop box locations: 

West County Annex  

6868 San Casa Drive 

Englewood, FL 34224 

Charlotte County Administration Center 

18500 Murdock Circle 

Port Charlotte, FL 33948 

Charlotte County East Port Environmental Campus (at entry gate) 

25550 Harborview Rd.  

Port Charlotte, FL 33980 

Quick Pay Provided by Billtrust 
You can make a one-time payment without enrolling in eBill using your Visa card, MasterCard, Discover card, checking or savings account. Billtrust charges a convenience fee of $3.95 to use this service. Visit the Quick Paywebsite. 

eBill Provided by Billtrust 
You can enroll in eBill, an automated method of receiving and/or paying your bill online. Once enrolled, you may make one-time payments or set-up automatic payments via your checking or savings account. You may also use this option to receive and view your bill online without making a payment. This service is free of charge. Pay online 

​If you enroll in eBill, you will be able to view your bill upon login. You will receive your eBill with the next billing cycle and all paper bills will cease. If you wish to receive an electronic bill, but do not wish to pay online, you need to enroll in eBill but not elect a payment method. 

You can cancel and update your automatic payment by logging into the eBill service. Once you are logged in, select Setup and then Automatic Payments to make your changes. Please contact the Utilities Department at 941-764-4300 for assistance. 

Both of these services are available 24 hours a day, 7 days a week. 

Payments made through Billtrust will be identified on your banking or credit card statement as Charlotte Utility. Payments made online after 2 p.m. will not be posted until the next business day. 

A convenience fee is charged in addition to the original bill amount for payments. The fee is paid directly to Billtrust to cover their costs to provide the services plus merchant fees. This fee is non-refundable. Charlotte County Utilities does not receive any portion of this fee. Pay online 

Automated Pay by Phone 
By calling 941-764-4300 and selecting 1, or calling 1-855-28-9286, you can check your balance due and pay your bill with a VISA, MasterCard, Discover card, or your checking account using a touch-tone phone. This service is available 24 hours a day, 7 days a week. Billtrust charges a convenience fee of $3.95 to use this service. 

What are base facility charges? 

Base facility charges are a (fixed) portion of the Utilities’ rate structure.  

A base facility charge is a fixed monthly charge for service availability based on the current rate schedule, which does not include usage for any amount of water. For water to flow from the tap or sewage to be removed from the served property, the Utilities department incurs certain fixed and non-variable cost including infrastructure such as plant, piping and pump stations, personnel to operate and maintain these, and other costs that continue whether there is water consumption at a given moment or not.   

Once connection has been made to our facilities, we begin collecting your share of those fixed and non-variable costs in the form of either capacity reservation (pre-connection) or base facility (post-connection), fixed charges. The continuous payment of these charges reserves your continued access to water and wastewater services. Operating and maintaining the system by which water & wastewater is provided is essential to giving you service on demand. Unlike variable costs as (power and treatment chemicals) fixed costs do not increase or diminish with varying consumption. Instead, monthly base facility charges must accrue whether there is water consumption or not, as long as capacity is held in reserve for customers. 

The structuring of water and sewer utility rates into fixed and variable components is not unique to Charlotte County.  In fact, you will find this type of structure throughout Florida and is a nationally accepted practice. (see link to Florida Public Service Commission for confirmation on this). 

Different alternatives to rate-making are accepted standards and options in the utility industry.  If a utility (with a large number of customers who do not use the water year-round) were to include all fixed costs in the "usage" portion of the rate, the volume rates would be exceedingly high and the year-round residents would be, in large measure, supporting the facilities.  In that scenario, fixed costs would only be recovered when water is used, and the recovery would vary with demand. 

The base facility charge, in essence, is a readiness-to-serve-charge.  As a customer, you have been dedicated a portion of the plant capacity and lines which serve your property.  Whether you use the water or not, the lines and services are there, ready to serve you, on demand.  The monthly base facility is your fair share of the fixed costs. 

Florida State Statutes Chapter 367 delegates regulatory ability to local governments who own water and sewer utilities.  This delegation does not preclude the local government's adherence to lawful practices.  Rates and charges of the County's utility system are approved by the Charlotte County Board of County Commissioners, following accepted and lawful standards and principles.  

Why is there a $45 charge on my first bill? 

The $45 charge is a one-time charge to have the account set up, have a Utility representative come to your home to turn on the water or read the meter and generate the first bill. 

Avoid running tap water and using the washing machine or the dishwasher until the flushing is done. If tap water is used during flushing, it could come out full of sediment that causes discoloration. If you encounter discolored water, shut the water off and wait several minutes. After waiting, check the clarity by running cold water for a few minutes, allowing new water to work its way into your pipes. If the water is clear, it’s OK to use. If not, wait a few more minutes and check again. There is no health hazard associated with the discolored water. In some cases, there may be a slight discoloration for a few hours. 

Why can’t the residents or County reuse this water? 

This question is a little more complicated. We have received numerous ideas. For example, filling county tankers with water from hydrant flushing. We have, in fact, been working on this concept for quite some time. However, it is difficult to anticipate where flushing will be required and for how long, which makes scheduling a challenge. Unfortunately, we cannot move enough water through a hydrant meter into a truck to make a big difference in water quality. When we flush from a hydrant, we have to move the water at a high enough velocity (up to 1,300 gallons per minute) to move all of the water in the water main, not just a little at a time. To stop the flushing to fill up multiple gallon tanker trucks would negate the positive effects of the flushing process and comprise the water pipelines by possibly causing water hammer. 

What happens to all the water we can’t capture? 

Water is returned back into the water cycle by percolating into the ground replenishing the aquifers, some will drain into our waterways, and some evaporates to create rain. 

Is flushing a waste of water? 

No, this is a misconception. The amount and cost of water used in flushing is considerably small compared to the benefits of assuring good water quality and maintaining the infrastructure. The Utilities Department ensures we will only flush amounts of water that are needed to maintain water quality. 

What types of liens & notices does the Utilities Department file? 

The Utilities Department files a couple of different liens.  Florida Statute 153.67 states: In the event that the fees, rates, or charges for the services and facilities of any water or sewer system shall not be paid as and when due, any unpaid balance thereof and all interest accruing thereon shall be a lien on any parcel or property of any owner.  Although this provides a statutory lien, the Utilities Department also records a lien in the Official Records with the Clerk of Court.  Once the full balance is paid, the Utilities Department files a lien release in the Official Records.  The customer is charge for both the lien and the release filings.  

Another type of filing is Notice for Mandatory Connections. Charlotte County Code 3-8-103 requires that each lot of parcel of land on which a building is situated shall pay the required connection charge and shall connect to the county's public wastewater facilities within 365 days following notification to do so by the county. Charlotte County Code 3-8-233 does the same for water connections. Once the balance owed is paid in full, CCU files a lien release in the Official Records with the Clerk of Court. 

What is a low-pressure system and how does it work? 

​A low-pressure system is a low-head pressure waste collection and treatment system which is an alternative to a gravity collection system or the septic tank drain field system. 
  
The system basically consists of a control panel, an interceptor tank, and sump chamber unit which houses a small sewage effluent pump. The wastewater that is generated at home by flushing toilets, cleaning laundry, showering, and washing dishes flows into the tank. The sewage effluent pump sends the liquid water (effluent) through a small pressure line to a main pressure line and into a central sewer plant for final treatment. The solid waste that remains in each homeowner's LPS tank naturally degrades. 

Who will maintain the low-pressure system? 

​The system from the sewer tank to the sewer plant is maintained by the Utilities Department, including parts and labor costs.  This includes the pumping out of the tank if solids build up. However, the house plumbing problems are the responsibility of the customer. 

Will I hear the pump run? 

The pump is a high-quality submersible pump.  Every time you use approximately 100-150 gallons of water, the pump will automatically turn on and shut off. You probably won’t hear it running. Based upon normal water usage for a family of two, the pump will run for about two-three hours per month. 

How do I care for my LPS System? 

​A cement patio stone, which is removable, is placed over the fiberglass lid of the sump chamber to allow for easy maintenance, inspection and repair by Utilities Department technicians.  Please refrain from putting any lawn ornament over 50 pounds on the stone. Utilities is not responsible for damage. 
  
Do not plant trees or large plants within a 10-foot radius around the patio stone and tank. This will prevent potential problems with roots entering the LPS system. 

 
Under no circumstances can roof drains, down spouts, floor drains, outside yard drains or RV pumps be connected to the LPS sewer system. 

What should I do while waiting for the Service Technician? 

Stop all unnecessary use of water (laundry, shower, dishwasher, bath, limit flushing of toilets) to ensure there are no overflows or backups from the LPS System. 

How long do you hold a deposit for new commercial service hookup? 

Deposits are held for the life of the account.  When services are terminated, the deposit is applied to any outstanding balance and any remaining funds are returned to the customer. 

How do you determine the amount of the deposit? 

Deposits are based on service meter size or a two-month approximate billing. See our current rate schedule for details. 

Do you pay interest on deposits? 

Yes, interest is paid annually on retained deposits. This will appear as a credit to your utility bill. Interest rates are subject to change. 

Can meter installations/deposits be paid with a credit card? 

Meter installations/deposits can only be paid by check, money order or cash, at this time. 

How much is your deposit on a temporary and hydrant meter? 

The Utilities Department needs the closing date on the home; the name and address of the new owner; a copy of the Warranty Deed after closing and your final billing address. A meter reading is taken on the next business day after the date of transfer of ownership if the Utilities Department is notified in advance. 

How do I determine if water and sewer service is available to my property?  

Utilities Department service availability can only be provided by the Utilities Department. Do not rely on information from the Property Appraiser’s site as our system changes frequently. To determine if the Utilities Department services are available to the property, a request for Residential Water and Sewer Availability application must be submitted. 
 

Email the application to: 
[email protected] 
 

To get an application, visit https://www.charlottecountyfl.gov/core/fileparse.php/523/urlt/utilities-availability-form.pdf. 

I am the landlord for a rental property. How do I put the tenant on the account? 

Charlotte County Utilities only recognizes the owner on a bill.  The owner is responsible for the utility bill regardless of who is living at the premise.  

Where is my shut-off valve located? 

Most residential properties have a main valve (house valve) on the outside of the house. This valve will prevent water from entering the house. Normally, you will find this valve on the same side of the house as your water meter. The water meter is usually located on the left or right side of the house on the property line in the front. Occasionally, the service meter will be installed in the rear of the property. If you cannot determine where your meter is located, please call for assistance. 

The shut-off valve at the house is broken. How can I get this repaired? 

The shut-off valve is the responsibility of the homeowner. You will need to contact a plumber for repairs.  If you wish, we can shut the water off at the meter so that repairs can be made.  There is no charge to shut the water off or reconnect the service upon completion of the repair. 

Why are you changing my water meter? 

Who is responsible for a backup of sewer into the house? 

​If a sewer backup is due to a failure of the Utilities Department’s system, we are responsible. If there is a problem from where the pipe enters the tank, to the house, or inside the house, it is the customer’s responsibility, unless it is due to failure in the Utilities Department’s system. 

I’m having a pool installed. Do I have to pay for the wastewater as well as water? 

The Utilities Department will allow customers up to one waiver each calendar year for miscellaneous fees and high use. The owner, or their authorized representative, must complete an Owner Adjustment Request form to receive an adjustment. For additional information regarding our Adjustment Policy, please contact our business office at 941-764-4300 to speak with a Customer Service representative. 

Form 

Can I rent a meter to attach to a fire hydrant so I can fill my pool? 

No, hydrants are primarily for the purpose of providing fire protection. Hydrant meters are utilized at construction sites for providing water on a temporary basis to avoid the expense of tapping the water main for temporary water service. The contractor is billed for all water usage in this situation. 

When are water and/or sewer coming to my property? 

The Utilities Department is continuously planning utility service extensions through a master planning process and the implementation of the County Commission’s septic-to-sewer program. 

Contact the Utilities Department Engineering Division at 941-764-4300 and select Option 3. 

For more information about the septic-to-sewer program, visit https://www.charlottecountyfl.gov/departments/utilities/projects/. 

Is reclaimed water service available in my area? 

Please call 941-764-4589 for further information on service availability. 

Where does my drinking water come from? 
​Approximately 95 percent of the drinking water the Utilities Department provides its customers is purchased from the Peace River/Manasota Regional Water Supply Authority (PR/MRWSA). The PR/MRWSA draws surface water from the Peace River and treats it at a water treatment facility located on Kings Highway in DeSoto County. The plant is staffed 24 hours a day, 365 days a year by state-licensed operators.