Show All Answers

1. If I have a leak, who is responsible for repairing it?

It depends on the location of the leak. If the leak on a waterline is located on any line after the water meter, it is the customer’s responsibility to have it repaired. If the leak is located at, or prior to, the water meter, it is the City's responsibility to repair it.

2. Why does the Chino Hills Water Division let water run down the street?

When old pipes are replaced or new ones are installed, the pipes must be disinfected with chlorine before they are connected into the City’s system. After a day or two, water is flushed through the pipes to rinse out the chlorine before the pipes are put into use. In addition, the City regularly runs water through the system to flush lines where stagnant water can collect. This is done to assure high quality to our valued customers.

3. Who do I call if I have a water emergency in the middle of the night?

The City has personnel on-call 24- hours a day, seven (7) days a week, to assist customers with water and sewer emergencies. For any water or sewer related emergency, call the City office at (909) 364-2800 during normal business hours and at (909) 364-2860 after 4:45 p.m. and on weekends.

4. I need to make repairs to my plumbing or irrigation. How do I shut-off my water?

The City recommends that all customers use their house (gate) valve to shut off the water supply to their home to make repairs. If you cannot locate your house (gate) valve or it is necessary to shut the water off at the water meter, call the City office (day or night) for a customer service representative to shut off the water at the meter. You can reach the City office at (909) 364-2800 during normal business hours, and at (909) 364-2860 after 4:45 p.m. and on weekends. Please note that a specialized tool is required to shut the water off at the meter. Attempting to turn the water off at the meter without this tool may result in damage to the mechanism and additional repair charges will be assessed.

5. Am I responsible for the condition of the plumbing system where it is connected to the City's meter?

Yes, in fact the City from time to time will make improvements to its system by replacing older water service laterals and meters with new components. During the course of this work, if reconnection to the customer's plumbing is difficult or impossible due to its deteriorated condition, the customer will be responsible for making any necessary upgrades. The City will provide notification when this situation arises.

6. Where does our water come from?

Most of the City's water is imported from outside sources. About 64% comes from the Water Facilities Authority. This is a water treatment plant in Upland. About 17% comes from Monte Vista Water District wells in the Montclair area. Chino Hills wells produce about 12% of the water we use. The remaining 7% comes from the Chino Desalter Authority, which operates wells and a treatment plant in the southern part of Chino.

7. What is water main flushing?

Water main flushing is a process in which pipes are cleaned by forcing water through at high speeds. Flushing removes sediment that can cause water to appear dirty or discolored. Water main flushing may also improve the taste of water.

8. Why is water main flushing needed?

Water mains (pipes) need to be flushed to remove sediment from corrosion that has built up over years of use. The pipes are cleaned by forcing water through at high speeds. Flushing removes the sediment that can cause water to appear dirty or discolored, and may also improve the water's taste.

9. Will flushing affect my water service?

Water service will not be interrupted when pipes are flushed, but there may be less water pressure. The flow of water to your homes and businesses will be redirected so that pipes can be isolated for flushing. During this time, your water may be murky or appear dirty for a few hours. This is a temporary condition and not a health risk.

10. What do I do after flushing has been done?

When flushing work is done in your area, please run your taps for a couple of minutes until the water is clear. Even though we try to avoid wasting water, it is necessary to run your taps for a very short time to restore water quality. The flushing program should improve the quality and reliability of water we provide to your homes and businesses. Water main flushing will not correct private plumbing or corrosion problems.
For general questions about main flushing or to report dirty water conditions that have not cleared up within 24 hours after the flushing activity, please call the Water Quality Technician during normal business hours at (909) 364-2800.