Click on question to learn the answer.

¨ How are sewer charges calculated?

¨ What are the criteria for determining a dwelling unit?

¨ What is a multiple-unit property?

¨ What constitutes a food preparation area or kitchen?

¨ How can I reduce or stop sewer charges?

¨ Where/how do I make a payment? How can I make arrangements for payment?

¨ Whom do I call to start or terminate water/sewer service?

¨ Whom do I call when I have trouble with my sewer system?

¨ Whom do I call when I have trouble with my water service?

¨ Whom do I contact if I need to have my cesspool pumped?

¨ How do I find out the location of my sewer connection? How do I verify if I am connected to the city sewer system?

¨ I am having my swimming pool worked on, and the water will be drained and then refilled. Can I get an adjustment on my sewer charges for that work?

¨ I am putting in a new lawn. How do I request an adjustment for it?

¨ Only my wife and I live at home. We have a large yard with a small vegetable garden. A large portion of the water we use does not go down the sewer. Does the City have a program that will help to reduce my sewer bill?

For any other inquiries, please call our Customer Service Section at (808) 768-3300.

How are sewer charges calculated?

Residential properties are billed in two parts:  a sewer base charge and a sewer usage charge. Commercial or non-residential properties are billed at water consumption multiplied by a rate per thousand gallons.  See a detailed explanation of sewer charges at our Sewer Service Charges Information web page .

What are the criteria for determining a dwelling unit?

A dwelling unit has its own entrance or access.  It has its own kitchen or food preparation area.  It has its own sleeping area separate from another unit.  And, it may have its own mailbox or separate address at the same structure.  It should be able to stand alone and not depend on any other part of the structure to reside at this location.

What is a multiple-unit property?

In general, a multiple-unit property is best defined as a single structure having three (3) or more dwelling units.

What constitutes a food preparation area or kitchen?

A food preparation area is an area containing fixtures, appliances or devices for:  (1) heating or cooking food; (2) refrigerating food; and (3) washing utensils used for dining and food preparation and/or for washing and preparing food.  If you have any two (2) of these items in the unit, then it is considered a food preparation area and meets the criteria for a separate dwelling unit.  When a customer removes any two (2) of the three (3) items mentioned, the area will no longer be considered a kitchen or food preparation area.

How can I reduce or stop sewer charges?

There are three (3) ways you can reduce the number of units billed or stop sewer charges.

1. If a unit is vacant, unlivable or under renovation, removing the items mentioned above from the food preparation area is the easiest way.

2. If a unit is being demolished, you or your contractor must contact our office at the time the work is being done so our investigators can verify the demolition has been done and that the sewer line to the property has been capped.  As long as there are no sewerable facilities on your property, your sewer charges will be stopped.  This will suspend sewer charges until you rebuild.

3. If you do not require water service, contact the Board of Water Supply, (808) 748-5030, to stop service.  This will suspend water and sewer charges.

Where or how do I make a payment? How can I make arrangements for payment?

The billing process is normally handled through the Board of Water Supply (BWS). All inquiries regarding billing should be made to the BWS billing office at (808) 748-5020.  Customers who receive a separate bill for sewer charges should contact the Department of Budget and Fiscal Services (BFS) at (808) 768-3901.

Whom do I call to start or terminate water/sewer service?

BWS is responsible for the billing and payment process for the City's water and sewer system.  Please contact the the Board of Water Supply Customer Service office at (808) 748-5030.

Whom do I call when I have trouble with my sewer system?

For problems with the sewer system, please call ENV's Collection System Maintenance (CSM) Division at (808) 768-7272.

Whom do I call when I have trouble with my water service?

For problems with water service, please contact the Board of Water Supply at (808) 748-5010.

Whom do I contact if I need to have my cesspool pumped?

For Cesspool pumping, please contact one of the private companies listed in the yellow pages or on the cesspool page on this site.  ENV's Collection System Maintenance Division does accommodate cesspool pumping, but it may take much longer than a private company.  To schedule an appointment with ENV's cesspool pumping, call (808) 768-7232.  This service is handled on a per-call basis, and you will be billed for each service you receive.  Presently, the rate for cesspool service is $132.90 per truckload or fraction thereof.

How do I find out the location of my sewer connection? How do I verify if I am connected to the city sewer system?

The Wastewater Branch of the Department of Planning and Permitting (DPP) maintains the maps and records of the City's sewer system.  If you are seeking information as to the location of your lateral, location of a sewer easement through your property, verification of your connection to the City sewer system, etc., please contact them at (808) 768-8210.

I am having my swimming pool worked on, and the water will be drained and then refilled. Can I get an adjustment on my sewer charges for that work?

You will be given a credit based on the volume (in gallons) of your pool.  The adjustment will be credited to your Board of Water Supply account.  To receive this credit, please submit the information requested on our Pool Adjustment web page.

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I am putting in a new lawn. How do I request an adjustment for it?

You may request an adjustment for a new lawn by writing to our department. Please refer to our Lawn Adjustment web page for the mailing address and information required.

Only my wife and I live at home. We have a large yard with a small vegetable garden. A large portion of the water we use does not go down the sewer. Does the City have a program that will help to reduce my sewer bill?

The City and County gives all residential users an 18% credit for water that does not go down the sewer.  This is reflected in the water usage fee portion of your sewer bill.

Residential customers have the option to install a submeter.  If your discharge into the municipal sewer system is not proportionate to the amount of water used, you may elect to install a private submeter.  Due to irrigation and/or other factors, your sewer discharge may be substantially less than 82% of your total water usage.

All costs to install the submeter are the responsibility of the customer.  It is important that you weigh the cost of installation of the submeter against the amount you will save on your sewer bill.  This will give you an idea of how long it will take for you to recoup the investment of the installation of a submeter.

Submeter Program Information (Revised 9/16/09)