Water Supply Water supply is rain water which has been collected in water storage lakes and then treated so it is safe for people to drink. New connections Rainwater Tanks About water meters Water Leaks & Water Pressure Account information Water supply in the future Pricing Leak detection programme Frequently asked questions Water Pressure Management Private Drains Information - Who owns that pipe? Water Wise-Up water saving programme Conditions of Supply for Potable Water Water Saving Tips Other services Education Backflow Prevention Programme Water Demand management Other services Education Water Ambassadors - In the Pipeline Top quality drinking water for Waitakere Residents

Watercare Services Ltd supplies water to all the city networks in the Auckland region, including Waitakere. Waitakere City's water comes from the dams in the Waitakere Ranges and is treated at the Huia and Waitakere filter stations before it enters the water supply network. The Waitakere and the Hunua Ranges catchments also supply other parts of the Auckland region.

Waitakere City purchases around 16 million cubic metres of treated water from Watercare each year, which we then distribute to homes and commercial users. Around 82% of the total water used is residential, 13% commercial and the remaining 5% rural water use.

What is being done about your future water supply?

Water management is both a local and regional responsibility. Auckland region's six local authorities, including Waitakere City, are working to improve and encourage sustainable water use in the Auckland region. These organisations distribute water and manage the water and wastewater networks for the Auckland region.

Be prepared for what it will cost to increase the water capacity in the region and to upgrade our ageing water supply network. In 2001-2002 $160 million of public money was invested in constructing a new treatment plant and the water pipeline from the Waikato River.

EcoWater manages the Council's network and does more than just make the water appear when you turn on the tap. It is committed to managing Waitakere City's water supply network in ways which will:

• protect public health
• enhance natural water quality; and
• use ratepayers' money wisely.

Listed below are some innovative programmes which Council is currently running to help save water and reduce costs:

Water Demand management

Freshwater is a finite resource.

Waitakere City Council has a water demand management goal to reduce demand by 25% by 2025. This is necessary because the demand for drinking water is on the rise but freshwater is a finite resource. This website will show you how to be more water-wise and the things you do inside and outside your home.

Our piped drinking water requires a very expensive process to collect, store, treat and pump it to our homes. If we don't minimise wastage we'll need to find a new water source and that will be costly in terms of economics, energy and the environment. We can defer expenditure on infrastructure if we are more water-wise at home and in business.

We are currently working on our Demand Management Action Plan 2009 and will put it on this site when it's completed.

In the meantime, check out this excellent summary of who is responsible, the benefits of demand management and ways councils implement their programmes. This national publication features many of our water-wise activities, including water-wise gardening.

For more information download the document below.

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The case for demand management in council water supplies (Size 2638K)

Water supply in the future

Fresh water may be a renewable resource but it is not endless. Auckland is outgrowing the water available. Every four years the size of Dunedin's population is added to the Auckland region and it is predicted to double in 50 to 60 years from now.

Top quality drinking water for Waitakere Residents

Top quality drinking water for Waitakere Residents

New Water Supply Connections

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To have your water meter installed or for further information, please contact us.

About Water Meters

Your water meter

Your residential (15mm) water meter should generally look like this:

How to check for water leaks

1. Look for and repair any obvious water leaks. Overflowing toilet cisterns and hot water cylinders as well as leaking taps will add unnecessary expense to your water bill.
    
2. Read your water meter (usually in a box just inside your front boundary) and write down the last four digits from the right. Do this when all taps are turned off and no water will be used for at least 3 hours.
    
3. Read the meter again after 3 or more hours. Do this before anyone in the house uses any water e.g. to flush the toilet.
    
4. Enter your figures here:

Accuracy testing

If you think that your water bill may be incorrect, and you have already eliminated that this is not caused by a leak on your property, it may be possible that the water meter is faulty.

Contact our Call Centre to request a free on-site 'Meter Accuracy' test. If the test proves the meter is faulty beyond + or - 3%, it may be replaced and your account adjusted accordingly.

Relocating your meter

If for example you are subdividing your property, it is possible to move your meter either along your service pipe i.e. closer to or further from the road, or sideways along the Council main i.e. parallel to the road.

Please contact our Call Centre to request an application form to relocate your water meter or download the form below.

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Minor Engineering & Works near WCC's existing Networks Form  (Size 368K)

Separation of shared meters

EcoWater will provide additional meter and connections (to the boundary) at no charge where one meter supplies several existing flats or units which are separately owned. All plumbing work within the property will be the owners responsibility.

Please contact our Call Centre and request to discuss separation of shared meters with an EcoWater Customer Field Specialist.

Account Information

Billing and meter reading

Residential water meters are generally read and billed six monthly. High volume business meters are generally read and billed either monthly or two monthly.

In the case where there is a change in the level of the fixed charge per cubic metre between financial periods, the rate will be calculated on a pro-rata basis.  The calculation will be based upon average daily water consumption for the period between meter readings.  The rate charged for the period prior to the start of the new financial period will be the average daily rate multiplied by the previous rate per cubic metre.  The rate charged for the period after the start of the new financial period will be the average daily rate multiplied by the new rate per cubic metre.

Your water bill explained

Your bill represents water supply consumed from your water connection and may also include other charges such as special meter readings (see EcoWater Price Schedule).
It does not include any wastewater charges. Wastewater charges are included in land rates and are charged as a Uniform Annual Charge (for residential properties) or calculated based on land values (for all other properties).

A - Customer Account Number
B - Volume of water consumed
C - Payment due date
D - Direct debit information
Note:  Customers with multiple meters will receive an account for each meter.

Is your water bill higher than it should be? See How to check for water leaks and tips on saving water.

Payment options

Payment of your Water Rates Account may be made by any of the following methods:

In person

Water rates can be paid in person by cash, cheque or EFTPOS at the Civic Centre. You can also make payment by cheque or EFTPOS at the New Lynn Service Centre, Massey Library or any branch of ANZ Bank.

Note: An original water rates notice must be presented for the ANZ bank to process the payment. This is because the original notice has a barcode printed on the bottom so the money can be allocated to the correct account.

Direct debit (Autorate)

A direct debit is when you give the Council permission to deduct money from your bank account at the frequency you choose. If the direct debit is set up as a variable amount Council will automatically adjust the payments so your account will always be kept current.

You can set up direct debit to pay your water rates. This can either be done by downloading, completing, signing and returning the form below:

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Water Rates Direct Debit Form (Size 535K)

or by contacting us to send you out a form.

If you would like to set up a direct debit for you land rates, please see the land rates direct debit information section.

If you wish to cancel or change details i.e. bank account number or suffix, frequency etc of a direct debit contact us.

Internet banking

If you wish to pay your water rates via the internet, you will need to give the bank the water rate account reference number. The bank account to which payments should be made is 01-0102-0451400-009.

You will need an individual set up for each water rates account you have. If you make a multiple payment via the internet it will only go to that account that has been set up and will not be split between various accounts

Telebanking

If you wish to pay your water account via the phone, you will need to contact your bank directly. You will need to give the bank the water rate account reference number. The bank account to which payments should be made is 01-0102-0451400-009. All other details such as frequency of payments and amounts are also to be supplied to your bank.

You will need an individual telebank set up for each water rates account you have. If you make a multiple payment through telebanking it will only go to that account that has been set up and will not be split between various accounts.

Paying by credit card

You can now pay your water rates with your Visa or MasterCard card online. The service provider charges a service fee to use this service.

Automatic payments

Another payment option available to customers is automatic payment. An automatic payment is set up with your bank and means that a certain amount of money is transferred from your bank account to pay your water rates account on set dates. If you wish to set up an automatic payment towards your water rates contact us.

Payment arrangements

If customers are having genuine difficulty paying their water bill, they should call the Water Billing Department to discuss possible payment arrangements.

Special meter readings

A special meter reading is taken outside the normal reading cycle and taken when:

• You have sold your property. There is a charge of $25 for this service. Please contact our Water Billing Department.
• Your meter was not accessible by the meter reader on two consecutive visits and your bill had to be assessed.

Disconnection services

Under the new Local Government Act, 1 July 2003, the Council is no longer able to restrict water supply for non-payment.

If you wish to have your supply permanently disconnected, please contact our Water Billing Department.

What happens in the case of non-payment?

If an account remains unpaid, or a payment arrangement is not made, the outstanding balance may be passed onto a debt collection agency or to the mortgagee.

Pricing 

All prices are effective from 31 July 2009.

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Fees & Charges Schedule  (Size 198K)

Conditions of Supply for Potable Water

Please download the following document for information about conditions for portable water.

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Potable water supply conditions (Size 218K)

Frequently  Asked Questions 

Account information		Water supply meters & general
	My water bill is higher than it should be!		I suspect a water leak?
	How much does water cost?		Is my meter accurate?
	How often am I billed/my meter read?		Can I relocate my meter?
	Is wastewater included in my bill?
	What happens if I don't pay my account on time?
Drainage general		New connections
	What is the location of the manhole on my property?		What size connection do I need?
	I need drainage records/plans for my property		How much will a new connection cost?

Other Services

Hydrant Permit/Standpipe Hire

Standpipes are used whenever large volumes of water are required for particular operations. Usually it is contractors who are doing water-blasting roofs or gutters or filling a swimming pool that need to use one.

Standpipes come in two types: metered (more common usage) and unmetered. If any standpipe is required the contractor must advise the council in advance. When 65mm metered standpipes are used the contractor pays by volume of water used as measured at the time. There is a charge to hire the standpipe and also a charge for water used. A refundable deposit of $1000 is payable in advance and any damage to the standpipe will be paid for from this deposit.

A special key is required to open the standpipes but these are usually already in the operators' possession.

A permit must be made to draw water from a hydrant. Please fill out the form supplied on this website.

This service is only available to persons experienced in operating this equipment, such as swimming pool contractors, construction contractors, drain layers, plumbers and the Fire Service. These contractors may be able to provide this service to residents once a permit has been obtained.  Download the application form below.

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Permit to draw water from a Hydrant    (Size 313K)

Operating instructions:
Clear debris from the hydrant (where the standpipe connects)
Using the handles, turn the standpipe in a clockwise position until the base locks against the hydrant
Care is needed when operating the valves - SLOWLY turn the spindle anticlockwise to start the flow of water. You need to flush the first few litres from the hydrant to eliminate sediment which may have built up
Do not fully open the hydrant- it is essential to keep control over the water flow and not to disturb sediment, otherwise water quality will suffer and neighbours will notice a reduced water pressure
After use, the hydrant key should be used to turn the spindle clockwise to close the hydrant. This needs to be done SLOWLY to avoid pipe damage from water hammer and to help the hydrant reseal itself
If the hydrant will not shut down correctly or if damage to the watermains or the standpipe occurs please call 839 0400 immediately.

Public service plans

This service provides details on location of water pipes and manholes servicing your property. These service plans are typically used by developers, contractors, real estate agents and solicitors.
Council records show water supply, stormwater and wastewater on the same plan. They are available from Counter Services at the Civic Centre. Service plans cannot be faxed or emailed.

View the Fees and Charges Schedule for prices.

Private Service Plans/Drainage Records (as-builts)

These plans show records of private drainage (water, stormwater, and wastewater) and can be either faxed or posted. They are available from Counter Services at the Civic Centre or can be ordered over the phone through our 24 hour Call Centre. There is no charge for these plans.  

24 hour Call Centre

Our staff are available 24 hours and 7 days for answering inquiries and reporting service faults.

Locating Pipelines

This service entails locating buried service pipes and may attract a charge. Please contact our Call Centre for more details.

Private Drains Information - Who owns that pipe?

Just as you maintain your house and garden, property owners also need to maintain their plumbing system. This includes all water supply, wastewaters and storm water pipes and fittings up to the property boundary or connection to council's system and all water supply pipes and fittings up to the water meter.

The Council is responsible for maintaining our network of pipes to your property, including the water meter.

If there is any doubt about who is responsible for the fault, please contact us for advice first.

Council contractors will investigate the source of a service fault at no charge. Unless it is very minor contractors will generally not repair faults in your part of the system and you will need to hire a plumber or drain layer.

Please provide safe and easy access:

Fences and Gates

• Reasonable access is required to Council services

Protection from Damage or Misuse

• Please avoid driving vehicles over the meter box or manholes
• Make sure no one interferes with or misuses Council services

Keep the water meter, stormwater grille and any manholes clear

• Cut back foliage
• Don't cover over with rubbish, soil or plants

Dogs

• Please ensure aggressive dogs are kept under control

Note: if the meter reader is prevented from reading the meter, the account will have to be estimated. If access is prevented a second time a 'Special Reading' may be undertaken and charged to your account.

Water Conservation

"Water Wise-up" Water Saving Programme

The Water Wise-Up programme is being run in Waitakere to help residents save water and to study how much water can be saved by fixing leaks and by installing simple water saving devices and by encouraging a change in behaviour patterns around water usage.

The survey is being conducted by EcoMatters Environment Trust on behalf of Waitakere City Council.  It started in New Lynn in December 2003 and will visit homes across Waitakere. By reducing the amount of water used by each person, we will reduce the need to build another dam in the Waitakere Ranges.

The houses are visited and, if the residents agree, checked for leaks and water-wasteful toilet cisterns and showerheads.  Under the free service, old style cisterns will be fitted with a "gizmo" to halve the amount of water used.  Householders are also advised on other water-savings measures they can take.  Information packs are also given out with advice on buying water-friendly appliances, how to check for leaks and how to apply for one of three raintank rebates from Council if you install a rainwater tank.

All representatives are in uniform and will carry identification.

Gizmo

Installing a gizmo

A free gizmo and instruction pack may be obtained while stocks last, by contacting Waitakere City Council's Call Centre or Ecomatters Environment Trust.

Disclaimer: The gizmo is supplied by Waitakere City Council or Ecomatters Environment Trust only on the basis that neither body shall have any liability whatsoever arising out of the installation or performance of the fitting.

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How to install a Gizmo (Size 40K)

What we have achieved so far

So far Water Wise-Up have:

• Completed over 2,500 water surveys in New Lynn, Kelston and Glen Eden homes
• Found 277 leaks - most of these were from dripping taps in the bathroom and kitchen.
• Fitted 1380 free toilet cistern 'gizmos'
• Found that 96% of surveyed households use the economy settings on their washing machines!
• Only 6% of surveyed households used a front loading washing machine. These use 1/2 the quantity of water as top loading machines.
• Found the average water use per person per day is 175.2 litres!
• Saved one family $200-300 by spotting that their hot water cylinder was overflowing so much plants were growing on their roof!

Representatives will be continuing to visit homes across Waitakere.  If you wish to take advantage of this free service or would like more information please contact the EcoMatters Environment Trust on (09) 826 4276.

Find out how to save water at your house with some great water saving tips.

Water Leaks & Water Pressure

Latest Developments In Managing Our Water Supply

Water Pressure Management Programme

The problem - water pressure

High and fluctuating water pressure in the supply network:

• causes more breaks in water main pipes
• boosts leakage rates
• places a strain on customers' plumbing fittings
• increases city-wide water consumption

"Height" is the keyword for understanding what water pressure is all about.

Have you ever stayed in a house that gets its water from a rainwater tank? The higher the tank is above the house, the greater the water pressure (or the stronger the flow) when you turn the tap on. Council's 's water supply network is also affected by water pressure that is created by how high the Waitakere water reservoirs are above the taps in our houses.

When water pressure is a problem

Too much water pressure is recognised internationally as a problem for supply networks. It contributes to leakage from pipes and places additional strain on networks, reducing their efficiency and increasing annual maintenance costs.

During 1996-1999, Waitakere City introduced a pressure management programme to deal with the problems created by high water pressure. Known as the City-wide Pressure Standardisation Project (CPSP), it has already achieved significant results.

How pressure management works

Data is downloaded, added to the computerised network model and used to make decisions about the most efficient level of water pressure for the supply network.

The pressure management programme was implemented between October 1996 and late 1999. During this water pressure reduced in over 65% of the water reticulated areas - serving approximately 40,000 customers.
 

Benefits of the programme included:

• less expenditure for network maintenance
• fewer breaks in water main pipes
• reduced water losses through leakage (saving approximately $200,000 per year)
• fewer customer complaints
• slower deterioration of the network
• fewer unplanned shutdowns of water supply
• reduced maintenance on domestic plumbing fittings
• and the flow rate from taps and fittings is reduced when pressure is turned down - this means customers have been using less water.

For more information on pressure management, please contact us.

Leak Detection Programme

EcoWater's leak detectives in action - a true story

Staff at EcoWater constantly monitor water pressure and flow rates throughout the city using the telemetry system, which sends information back to EcoWater Solutions at regular intervals. Engineers interpret this information to look for undiscovered leaks in the supply network.

In one instance, the telemetry system showed gradually increasing overnight flows for more than a week in the Te Atatu Peninsula zone. Leak detection contractors were called out.

Leak detection contractors worked overnight and traced the leak to a section of Matipo Road in Te Atatu.

Unreported leaks are often difficult to locate, especially if they drain underground into stormwater or wastewater pipes. The water engineer lifts stormwater manhole lids to inspect the chambers below for abnormal flows.

In this instance a major leak was found of three to four litres per second. Clear water was pouring into the stormwater chamber beneath the manhole cover.  Such a leak would cost the city approximately $60,000 per year if it was not located and repaired.

The leak detection contractor traced the leak to the area near the meter box on this property. He used a gum spear to feel beneath the surface for tell-tale spongy ground and to probe for the water main pipe.

The saddle responsible for this leak was an original one, having been in place for 30 to 40 years. Council spends approximately $175,000 per year replacing blown saddles.

Working in a confined space below the driveway, contractors from the Council fit a new saddle to the main pipe before flushing out the pipes and backfilling the hole.

How leak detection saves money

The leak described in the above story may have gone undetected for a long time without a leak detection programme. This case was typical of many unreported water main pipe leaks for the following reasons:

• there was no visible surface water
• the leak was in close proximity to a stormwater drain so the water could drain away underground without being visible
• the stormwater drain was close to its discharge point in a stream so there was less likelihood of abnormal water flows being noticed during routine maintenance operations
• the leak point was in low lying terrain where mains water pressure is naturally higher - this compensates for reduced water pressure due to leakage, making it unlikely that residents would notice lower water pressure and complain to Council.

Other leak detection success stories

• Rathgar Road, two litres per second - cost to city approximately $30,000 p.a.
• Seibel Road, two litres per second - cost to city approximately $30,000 p.a.
• Miltonia Avenue, three litres per second - cost to city approximately $44,000 p.a.
• Arahoe Street 1.5 litres per second - cost to city approximately $22,000 p.a.
• Hobsonville Road 1.0 litres per second - cost to city approximately $15,000 p.a.

For more information about pressure management, please contact us.

Backflow Prevention Programme

EcoWater is committed to delivering safe, high quality water to the community. Backflow is a potential source of contamination that can affect our water supply, so it is important for everyone to know how this hazard can be avoided.

Backflow can occur when a break in a watermain or firefighting activity causes a pressure drop in the water supply network, allowing a liquid, solid or gas contaminant to flow backwards into the public water supply where a cross connection exists. This can happen either by back-siphonage or back-pressure from private pumps or storage tanks and applies to both hot and cold water systems.

Please refer to the Ecowater Brochures page and download the Water Backflow Prevention Brochure for further information.

If you are a commercial business owner, plumber or you are interested in more detailed technical information about backflow prevention and how this hazard is being proactively avoided by Waitakere City Council, please download the Backflow Prevention Programme Manual below.

If you are concerned about the quality of your water, suspect a potential Backflow incident or wish to speak to a customer services representative about this issue, please phone council 's 24-hour call centre immediately.

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Backflow Prevention Programme Manual (Size 2718K)