Show All Answers

1. How do I start water service?

To have water turned on, you must present picture identification, your social security number, a rent receipt and/or your lease agreement or verification that you’re purchasing your home. You must also have the street address and provide us with your mailing address and other contact information.

Please contact us as soon as possible to make arrangements to have water turned on. We require at least a day’s notice and all requirements must be satisfied before water can be turned on. For more information, please contact Billing and Collections at 919-777-1190.

2. How do I transfer service?

If you already have service with us and are moving to a new location, please call us at least the day before to transfer your service. We must have a start date for the new service and a stop date for the old service. If you have a deposit it will transfer to the new account. Your account must be paid current. For more information, please contact Billing and Collections at 919-777-1190.

3. What do I do if my service is disconnected?

Delinquent fees and all arrears must be paid before service can be restored. If you pay during office hours, there will be no fee to restore service. If you call after hours to have your service restored, there will be a $25 fee.

4. How do I get my service restored after hours?

Call 919-777-1000 to have service restored after hours. You must pay a $25 fee and all past due amounts owed the following business day before 10:00 a.m. or service will be disconnected.

5. Why do I have to pay a deposit?

You will be required to pay a deposit if you have never had service with us before in order to secure your account. If you have had service before and had a satisfactory payment history, your deposit will be waived. For more information, please contact Billing and Collections at 919-777-1190.

6. How much is a deposit?

Our current deposit amount is $75.00 for each meter location. For more information, please contact Billing and Collections at 919-777-1190.

7. Why is my water bill so high?

Potential Causes of High-Water Bills

 An unusually high water bill is most often caused by a leak or change in water use. Some common causes of high water bills include:

•  A leaking toilet or a toilet that continues to run after being flushed 
• A dripping faucet: A faucet drip can waste 20 gallons of water a day or more
• Filling or topping off a swimming pool
• Watering the lawn, new grass, or trees; also check for an open hose bib
• Kids home for summer vacations or school holidays; guests
• Water-cooled air conditioners
• A broken water pipe or obvious leak; check the pipes in the basement or crawlspace; the water heater could also be leaking
• Water softener problems - cycles continuously
• Running the water to avoid freezing water pipes during cold weather

Generally, water consumption is higher during the summer due to the watering of lawns, pools, and gardening. An average family of four typically uses 4,000-5,000 gallons of water a month. Here are a few things to check if you get a higher bill than usual. 

Changes in your water use

Did you have house guests, water your lawn more than usual, or do anything else out of the ordinary in the last month that uses a lot of water? If so, this may account for an increase in your water bill.

Check for leaks

Leaks can waste hundreds or even thousands of gallons of water, whether unseen or unfixed. It is important to routinely check your plumbing and home for leaky faucets, toilets, and outside taps and irrigation lines.

Toilet and faucet leaks

The most common cause for a high-water bill is running water from your toilet. A continuously running toilet can waste up to 200 gallons a day. That can double a family's typical water use, so fix toilet leaks as soon as possible. Some leaks, such as a dripping faucet or running toilet, are easy to find. You can usually hear a running toilet, but not always.  See the toilet assessment below for help in determining if this is the cause of your high-water bill.

Outdoor and underground leaks

Leaks can also occur in harder-to-find places, such as under your house or in the service line between your water meter and home. Check outdoor spigots and crawl spaces, and look for wet spots in your yard which may indicate a leak.

 

Do-It-Yourself Toilet Assessment

First, check for the most common leak: a deteriorated or defective flush valve (flapper) ball at the bottom of the toilet tank. Water will leak into the toilet bowl if it does not make a tight seal. To check for this:

• Take the lid off the tank behind the bowl, flush the toilet, and wait for it to refill fully.
• Put a few drops of dye or a colored dye tablet (available at some hardware stores) in the tank.
• Wait at least 20 minutes; longer if you suspect it is a small leak.
• If there is any color in the toilet bowl, there is a leak.

The second most common type of leak involves an improperly adjusted or broken fill (ballcock) valve. To check for this, take the lid off the toilet tank, flush it, and see if water drains into the overflow tubes when the tank is full.

The following table shows the amount of water that can be lost (and billed to your account) for various-size leaks.

Leak Size	Gallons Per Day	Gallons Per Month	Cubic Feet Per Quarter
A dripping leak consumes	15 gallons	450 gallons	180 cubic feet
A 1/3 in. leak consumes	264 gallons	7920 gallons	3168 cubic feet
A 1/16 in. leak consumes	943 gallons	28,300 gallons	11,319 cubic feet
A 1/8 in. leak consumes	3,806 gallons	114,200 gallons	45,681 cubic feet
A 1/4 in. leak consumes	15,226 gallons	456,800 gallons	182,721 cubic feet
A 1/2 in. leak consumes	60,900 gallons	1,827,00 gallons	730,800 cubic feet

Irrigation Systems

During the summer, irrigation systems are a common source of high-water use. Watering times generally double during the summer months compared to the winter. Automated irrigation systems should be checked regularly to be sure they are functioning properly and have no leaks or broken sprinkler heads. If a sprinkler valve sticks on, it could waste an extremely large quantity of water. The irrigation timer may not be programmed properly; i.e., sprinklers are watering too often and/or too long. Reprogramming may be necessary if the power has been off.

Water Softeners

Customers with water softeners have higher water bills due to the regeneration or backwash cycles their systems go through. The systems are preset to regenerate or backwash regularly. The systems will use water to clean the filter media and discharge the wastewater into the ground next to the system. Sometimes, these systems will get stuck in a cycle, which will cause higher water use.

What Can I Do if My Bill is Unusually High?

If you receive a bill, you feel is too high, check over the common causes listed above. This may help to pinpoint the source of the high bill. Most often, the City's utility billing program will detect unusually high bills, and the City will automatically send our utility staff out to check the meter and the property for a leak. If you feel your bill is too high and the city has not contacted you, call 919-775-8215. City staff will schedule for the meter reading to be rechecked. If the meter reading is checked and found to be accurate, you may need to contact a plumber or other professional to help determine the source of a leak. Property owners are responsible for all private service water lines from the public water main to the residence and leaks inside the home.

8. What happens to my deposit?

If you pay your bills on time for 12 consecutive months, your deposit is applied towards your current bills until the deposit is applied in its entirety. If your water is cut off, your deposit will be applied towards your final bill and you will receive a check for any remaining funds. For more information, please contact Billing and Collections at 919-777-1190.

9. Why do you need my social security number?

As part of your application for service, the City of Sanford requires a Social Security Number or a Federal Tax ID Number pursuant to North Carolina General Statutes, Chapter 105A-2(6). This information will be used solely for the purpose of collecting unpaid bills and submitting outstanding debts to the North Carolina Department of Revenue for collection by applying the debt against any income tax refund that you may be entitled to receive or lottery winnings of $600 or more. The City will not disclose your number without your consent to anyone outside the City except as mandated by law. For more information, please contact Billing and Collections at 919-777-1190.

10. How do I stop service?

Please be prepared to give us your forwarding address, a phone number and your Social Security Number for verification.

Please contact us as soon as possible to make arrangements to have water cut off and provide us a forwarding address. We require at least a day’s notice. You will receive your final bill in approximately two weeks. For more information, please contact Billing and Collections at 919-777-1190.

11. Why am I being billed for water / sewer when I had no usage?

Each customer receives a minimum bill each month because of the costs incurred by the city to provide service to each customer. The water that is readily available to each customer has to be treated before it’s distributed into the water lines. Also, every meter has to be read monthly to monitor each customer’s consumption. For more information, please contact Billing and Collections at 919-777-1190.

12. What are my payment options?

In Person

City of Sanford Municipal Center
225 E Weatherspoon Street
Sanford, NC 27330

Hours of operation are Monday through Friday from 8:00 a.m. until 5:00 p.m.

By Mail

Mail in your payment to:
City of Sanford
P.O. Box 63060
Charlotte, NC 28263-3060

Be sure to include your bill stub.

By Credit/Debit Card

Customers can pay their bill with a credit or debit card over the phone using our automated system. Automated payments are available 24/7 at 919-775-8215. You can use our online bill pay service here.

For each option, you will need your Account Number and Customer ID located at the top of your bill. We accept all major credit and debit cards.

Electronic Draft

Complete the electronic draft form and your water and sewer bill will be set up to be drafted on your due date each month.

Night Drop Box

The night drop box is located in the circular drive at the back of the building. Any payments placed in this box after 5 p.m. will be credited the following business day. Please pay with check or money order, as the city is not responsible for cash payments left in the night drop box.

CheckFreePay Payment Center

Pay your utility bill at any CheckFree Pay payment center within Sanford’s city limits. You must supply your bill payment stub. Processing fees are assessed by the vendor. Payments take three business days to process.

Show All Answers

1. What is a bond referendum?

A bond referendum is a voting process that gives voters the power to decide if a municipality should be authorized to raise funds through the sale of bonds. A general obligation (G.O.) bond is long-term borrowing in which a municipality pledges its full faith and credit (taxing power) to repay the debt over a specified term. G.O. bonds are the least costly financing option available to the City for these projects. 

2. What is the purpose of a bond referendum?

Under North Carolina law, a local government holding a referendum for the purpose of issuing general obligation (G.O.) bonds must specify general categories of capital projects for which bond proceeds may be used. Within these categories, a local government may identify specific projects that are intended to be funded by the bond proceeds - the “bond package.”

However, due to the lengthy process involved with identifying, designing, and implementing projects, as well as the lack of detailed cost and other project information available at the time of the bond referendum, the specific projects identified in the bond package may change over time.

The question that the actual bond referendum therefore asks of voters is whether they authorize local government to use the G.O. bonds as a financing tool for the general category of projects up to the amount specified in the question. 

3. Why use bond financing for these projects?

Bonds make capitol projects more affordable and put less stress on the City’s budget. By using bonds to finance these projects, we can pay for them in installments over time rather than needing all the money at the outset. 

4. How much would the City issue in bonds?

If citizens vote in favor of the four bond financing questions on the September 10th ballot, the City will have the authority to issue up to $14.5 million in general obligation (G.O.) bonds over 7 years. If the projects cannot be initiated in 7 years, the City may ask for a 3-year extension from the North Carolina Local Government Commission.

5. Does this mean the City will wait 7 years to begin these projects?

The 7 years allotted for these bonds are not meant to give municipalities the ability to shelve projects until seven years have passed. The 7-year time period is meant to give municipalities some leeway in when they issue debt so that they can watch the bond market and initiate the bonds when the time is best financially - just like how shoppers wait until interest rates are low to make a large purchase.

The City’s goal is to initiate these projects as soon as possible and to stagger them over time to minimize the tax impact on residents. Seven years is the longest the City can take to initiate a project, not a goal for getting started.

6. Can I vote for some bond issues but not others?

Yes. There will be four bond projects: Streetscape and Pedestrian Improvement Bonds, Parks and Recreational Bonds, Greenways and Trails Bonds, and Sidewalk Improvement Bonds. Each type of bond will pass or fail on its own. Therefore, a voter does not have to vote "yes" to all four projects in order to vote in favor of any one of them.

Bond Projects page.

7. What is the total tax rate implication for each bond referendum question?

Per $100 of assessed value of personal and real property:

- Streetscape and Pedestrian Improvement Bonds = $6.5 million = 2.33 cents

- Parks and Recreational Bonds = $2 million = 0.72 cents

- Greenways and Trails Bonds = $4 million = 1.43 cents

- Sidewalk Improvement Bonds = $2 million = 0.72 cents

Assuming that voters choose to invest in all four projects, which total $14.5 million - and that the City embarked on all four investments at once - the property tax impact could be up to 5.2 cents, or $52 per $100,000 of home value, each year.

However, Council’s intention is to stagger the projects to minimize the tax impact on residents. The goal is not to embark on all four projects at once. 

8. Will taxes be applied to real property, only?

No. Taxes will be applied to all assessed value, which includes real and personal property, such as your vehicle or boat.

9. What happens if the bonds don’t pass in September?

The City is working with limited revenue growth. After operational expenses are calculated, there are little remaining funds left for capital improvements. If the bonds do not pass, the projects will have to compete with the already limited funding. Some projects will likely be postponed or eliminated. 

10. If voters don’t approve the bonds, does this mean that the City Council will be prevented from raising property tax rates in the future?

No. The bond vote is a vote on whether the City may specifically use general obligation (G.O.) bond financing; it is not a vote on the property tax rate. The City Council may raise or lower the property tax rates each year depending on the amount of revenues the Council believes is necessary to meet the operational and capital needs of the municipal government. 

11. Given the condition of the economy, is now the right time to vote on these particular bond initiatives?

While the economy hasn’t completely recovered, the City Council has determined that these investments are needed to move Sanford into the future. And, given the City’s sound financial management, Sanford can borrow money at low interest rates and issuance costs, thus saving Sanford taxpayers hundreds of thousands of dollars over the repayment period.

The City will have 7 years (can be extended to 10) to issue/sell the bonds and 20 years to pay back the bonds after the funds are borrowed. 

12. If the items included in the bond referendum are approved, how quickly would the projects begin?

Preliminary work has already been completed on some of these projects. We are now ready to take the next step. 

13. If the items included in the bond referendum are approved, in what order would they begin?

Design and engineering work is nearly complete for the "Medical Mile" extension of the Endor Iron Furnace Trail and for the downtown streetscapes. Because these projects are close to "shovel ready," they are likely to be the first projects embarked upon, should voters approve them. Of course, there is no way to predict definitively until voters make their choice and the City is able to begin the final phases of those projects. 

Show All Answers

1. What is the City of Sanford's tax rate?

View all tax information for the City of Sanford here. For more information about the City’s tax rate or fees, contact the City of Sanford’s Financial Services Department at 919-777-1138.

2. How do I pay my water bill?

In Person

City of Sanford Municipal Center
225 E Weatherspoon Street
Sanford, NC 27330

Hours of operation are Monday through Friday from 8:00 a.m. until 5:00 p.m.

By Mail

Mail in your payment to:
City of Sanford
P.O. Box 63060
Charlotte, NC 28263-3060

Be sure to include your bill stub.

By Credit/Debit Card

Customers can pay their bill with a credit or debit card over the phone using our automated system. Automated payments are available 24/7 at 919-775-8215. You can use our online bill pay service here.

For each option, you will need your Account Number and Customer ID located at the top of your bill. We accept all major credit and debit cards.

Electronic Draft

Complete the electronic draft form and your water and sewer bill will be set up to be drafted on your due date each month.

Night Drop Box

The night drop box is located in the circular drive at the back of the building. Any payments placed in this box after 5 p.m. will be credited the following business day. Please pay with check or money order, as the city is not responsible for cash payments left in the night drop box.

CheckFreePay Payment Center

Pay your utility bill at any CheckFree Pay payment center within Sanford’s city limits. You must supply your bill payment stub. Processing fees are assessed by the vendor. Payments take three business days to process.

3. How do I report a water or sewer issue after hours?

The City of Sanford's customer service department is available to answer questions during regular business hours, which are 8:00 a.m. until 5:00 p.m. on weekdays.

If you have a water or sewer issue outside of those hours, you can call 919-775-8268. This line is answered by the Sanford Police Department and will be routed to the correct on-call Public Works employee.

4. How do I know if my street is maintained by the City or by NCDOT?

Ownership of Public Roads

Public roads in Sanford are owned and maintained by either the City of Sanford or the North Carolina Department of Transportation (NCDOT). Knowing the entity that owns a particular street or road helps in knowing where and how to report maintenance issues.

Who Maintains the Roads?

• View an interactive map of streets in Lee County

5. Who do I call if I have a question about my water or sewer bill?

Please call Billing & Collections Department at 919-775-8215 or email waterdept@sanfordnc.net

6. When does the City of Sanford display United States flags at intersections?

The City of Sanford displays United States flags at the intersections of highly trafficked roads to observe several holidays.

Flags are displayed on:

• Martin Luther King Day
• Presidents Day
• Armed Forces Day
• Memorial Day
• Flag Day
• Independence Day
• Labor Day
• Patriot Day
• Columbus Day
• Election Day
• Veterans Day

Flags will be displayed at these intersections:

• Broadway Road and Nash Street (3 flags)
• Broadway Road and Rosser Road (3)
• Main Street and Horner Blvd (4)
• Main Street and Dalrymple Street (4)
• Main Street and Lee Avenue (4)
• Main Street and Woodland Avenue (4)
• Every stop light from Horner Blvd and Bragg Street to Horner Blvd and Hall Avenue  (4 each)

For more information, contact the Public Works Service Center at 919-775-8247.

7. What are the hours for the fountain at Depot Park?

The fountain at Depot Park runs daily except when undergoing maintenance.

The bathroom facilities at the park are open from 7:00 am until 7:00 pm from May through November and 9:00 am until 4:00 pm the remainder of the year.

For more information about the fountain and its maintenance, contact the Public Works Service Center at 919-775-8247.

8. How do I report a street light issue?

To report a street light outage (i.e. street light out, light cycling on/off, damage to globe, etc), call Public Works at (919) 775-8247 with pole number and exact location of street light or call Duke Energy Progress directly at 1-800-452-2777.

9. Is urban archery allowed in Sanford?

The City of Sanford does participate in urban archery.

Hunting is only allowed on a tract or parcel of land which is three or more acres. Tracts or parcels of land may not be combined or pooled to meet this requirement. No bow may be discharged unless the hunter is located 100 feet or more within the property line. The 100-foot buffer within each property line is an area in which no hunting may occur.

Hunters must follow all state and local laws, rules and ordinances when hunting deer within the city limits, and they must have in their possession a valid North Carolina Hunting License showing completion of a Hunting Safety Course.

More Information

• Read the full Urban Archery Deer Hunting Ordinance here.
• Read the rules for big game hunting in our area here.

10. How do I apply for a business license?

The City of Sanford issues Beer/Wine Licenses, Peddlers/Itinerant Merchant Licenses, Special Events/Festivals, and Taxi Licenses. Please see the link for detailed instructions. More Information

11. Why are some streets and ditches in the city limits not maintained by the City of Sanford?

The City of Sanford houses city-maintained and state-maintained streets. The state-maintained streets are generally the larger streets with a greater volume of traffic that carry traffic through the city. City streets are generally lower in volume. These streets may funnel traffic into larger state-maintained streets or carry traffic around town.

The Street Division works only on city-maintained streets while the Department of Transportation (D.O.T.) is responsible for maintenance on state-maintained streets.
The Street Division does however make utility patches for water and sewer repairs on state-maintained streets.

12. How do I get an incident report from the Police Department?

Welcome to the Sanford Police Department’s Police to Citizen (P2C) website. You can print copies of Accident Reports, Arrests, and Incident Reports you have filed with our department. Be sure to have the case number available that was given to you as this is how you will retrieve your report. Please allow up to 48 hours for report to appear online. P2C Website

Show All Answers

1. How do I get a street light added on my street?

The City of Sanford has a policy on the layout of street lighting. If you are interested in having a street light installed on your street we will be happy to come out and evaluate if your street meets the current standard. To make this request, call Public Works at (919) 775-8247.

2. How do I report a street light issue (i.e. street light out, light cycling on/off, damage to globe, etc.)?

To report a street light outage, call Public Works at (919) 775-8247 with pole number and exact location of street light or call Duke Energy Progress directly at 1-800-452-2777.

3. How can I have my driveway drainage pipe replaced?

Upon request by the owner of a lot which abuts a public street, the City shall furnish labor for the installation of a driveway drainage pipe within the street right-of-way connecting the lot to the street, on the condition that the owner of the property PAY TO THE CITY IN ADVANCE the cost of the pipe of such size and specifications and all other materials as will meet the standards established by the engineering department of the City, to include portions of concrete or asphalt driveways that will need to be removed for the pipe replacement.

4. Why are some streets and ditches in the city limits not maintained by the City of Sanford?

The City of Sanford houses city-maintained and state-maintained streets. The state-maintained streets are generally the larger streets with a greater volume of traffic that carry traffic through the city. City streets are generally lower in volume. These streets may funnel traffic into larger state-maintained streets or carry traffic around town.

The Street Division works only on city-maintained streets while the Department of Transportation (D.O.T.) is responsible for maintenance on state-maintained streets.
The Street Division does however make utility patches for water and sewer repairs on state-maintained streets.

5. How can I get the curb and gutter or sidewalk replaced in front of my property?

Maintenance of curb and gutter and sidewalk on City streets is the responsibility of the City crews; however, funds are limited for such repair. Each year the Transportation Administrator assess the condition and prioritizes work. Considering the priority list and available funds, the City replaces misaligned, cracked, and deteriorating sections that could potentially cause hazards to vehicular and pedestrian traffic.

The City will repair or replace curb and gutter and sidewalk not on the priority list if the property owner pays for the necessary materials in advance.

Show All Answers

1. How do I request an additional trash cart?

Every household receives one 96-gallon trash cart as part of their solid waste fee. Waste is picked up weekly by Waste Industries, a GFL company. Find your home’s weekly pickup day here.

If your home produces more waste than the 96-gallon cart will hold, you can request additional waste carts from Waste Industries. There is an additional charge per extra cart.

To request a cart or receive more information about additional carts, contact Waste Industries at 866-423-4122.

View all sanitation policies and procedures here.

2. How do I request an additional recycling cart?

Every household receives one 96-gallon blue recycling cart as part of their solid waste fee. Recycling is picked up biweekly by Waste Industries. Find your home’s recycling pickup schedule here.

If your home produces more recycling than the 96-gallon cart will hold, you can request an additional recycling cart from the City of Sanford.

To request a cart or receive more information about additional recycling carts, contact the City of Sanford’s Public Works Service Center at 919-775-8247.

View all recycling policies and procedures here.

3. What can be recycled?

The City of Sanford contracts with Waste Industries for recycling services. Waste Industries uses single-stream recycling, which allows residents to put all their recycling in a single container that is then transferred to a recycling center and separated by a team of specialists.

Learn more about recycling and see should -- and should not -- be added to recycling carts in the City of Sanford. 

Show All Answers

1. Will I know if there is a problem with my water?

If the amount of a contaminant exceeds a predetermined safe level in your drinking water (MCL, Action Level, etc.), We will notify you via newspapers, radio, TV and other means within 24 hours. With the notification, you will be instructed on what appropriate actions you can take to protect your family’s health.

For more information, visit the Vulnerable Populations & Water Contaminants page.

2. How is my water treated and purified?

The treatment process consists of a series of steps with water first being drawn from the Cape Fear River and then going through the filtration process including the settling of sediments and addition of purifying substances.

Review the detailed Water Purification Process.

3. Should I be concerned about drinking water if I have a weakened immune system?

Drinking water, including bottled water, may reasonably be expected to contain at least small amounts of some contaminants. The presence of contaminants does not necessarily indicate that water poses a health risk. However, some people may be more vulnerable to contaminants in drinking water than the general population.

Learn more by visiting the Vulnerable Populations & Water Contaminants page.

4. Does my drinking water contain lead and what can I do about it?

Lead is a naturally occurring element in our environment. Consequently, our water supply is expected to contain small, undetectable amounts of lead. However, most of the lead in household water usually comes from the plumbing in your own home, not from the local water supply.

For tips on how to reduce your lead exposure, visit the Lead in Drinking Water page.

5. How do cross-connections affect drinking water?

Cross-connections that could contaminate drinking water distribution lines are a major concern. A cross-connection is formed at any point where a drinking water line connects to equipment (boilers), systems containing chemicals (air conditioning systems, fire sprinkler systems, irrigation systems) or water sources of questionable quality.

Cross-connection contamination can occur when the pressure in the equipment or system is greater than the pressure inside the drinking water line (backpressure).

Learn more about Contamination from Cross-Connections.

6. Who do I call if I have a question about my water or sewer bill?

Please call Billing & Collections Department at 919-775-8215 or email waterdept@sanfordnc.net

7. Who do I call if I have a loss of pressure, taste and or odor problems?

Please call the City of Sanford Public Works Service Center at (919)777-1200.

8. I’m concerned about my water quality. Who do I call to have my water tested?

Please call the City of Sanford Water Plant Laboratory Supervisor Clarence Thompson at (919)777-1804 or email at Clarence.Thompson@sanfordnc.net.

9. Who do I call for a tour of the Water Filtration Facility?

Please call (919)777-1803.

10. Will I know if there is a problem with my water?

If the amount of a contaminant exceeds a predetermined safe level in your drinking water (MCL, Action Level, etc.), We will notify you via newspapers, radio, TV and other means within 24 hours. With the notification, you will be instructed on what appropriate actions you can take to protect your family’s health.