GENERAL
Where does my drinking water come from?
The City of Hamilton’s Woodward Avenue Water Treatment Plant draws its water source from Lake Ontario. Lake water enters one or more of three intakes (sources) and is pumped to the Woodward Avenue Water Treatment Plant.
There are four areas in the City of Hamilton that use groundwater as their drinking water source. These include Freelton (two wells), Carlisle (four wells), Greensville and Lynden.
Where are the Public Bulk Water filling stations?
The City of Hamilton has two Public Bulk Water Filling Stations.
1. Cormorant Station (Ancaster) – 1422 Cormorant Road
2. Dartnall Station (Hamilton) - 70 Dartnall Road
What is water hardness?
Hardness is defined as the sum of the calcium and magnesium concentration in the water. It is express as mg/L calcium carbonate or in Grains per gallon. One grain per gallon equals 17.1 mg/L calcium carbonate.
How hard is Hamilton water?
The Hamilton potable water is considered to be "medium" hard. The water hardness value is about 120 mg/L or about 7.02 grains per gallon as calcium carbonate.
The following values listed below are typical values for the drinking water systems. The Carlisle results listed are the average of all four wells.
| Drinking Water System |
Hardness in mg/L Calcium Carbonate |
Hardness in Grains per Gallon |
|
Carlisle |
377 |
22.0 |
|
Freelton |
363 |
21.2 |
|
Greensville |
450 |
26.3 |
|
Lynden |
49.7 |
2.9 |
HEALTH & SAFETY
Is my drinking water safe to drink?
Yes, Hamilton’s water is safe to drink. The City of Hamilton’s drinking water consistently meets all Ontario Drinking Water Standards. For more details, please review our Quarterly Drinking Water Reports.
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How often is my water tested?
Our staff regularly tests our water to ensure the ongoing health and safety or our community. Samples at the Woodward Avenue Water Treatment Plant are collected for bacteriological analysis seven days per week, once a week on the raw water and every three hours on the treated water.
Inorganic and organic testing is done on a quarterly basis. This includes all parameters required by the Ontario Drinking Water Standards (ODWS). A copy of the ODWS may be found at www.ene.gov.on.ca.
Drinking Water Surveillance Program (DWSP) samples are collected for the Ministry of Environment twice a year from the Woodward Avenue Water treatment Facility, the low lift wet well and two locations in the distribution system.
Distribution system samples are collected seven times per week by the City of Hamilton Environmental Laboratory staff from approximately 50 locations. Chlorine levels in the distribution system are measured at the time of sample collection. The samples are analyzed for Total Coliform, Escherichia Coli and Heterotrophic Plate Count. At the communal wells chlorine is monitored daily. Bacteria testing is as follows: Carlisle - 1/week on treated water and 4/week on distribution, Freelton and Lynden - 1/week on treated water and 3/week on distribution, Greensville - 1/week on treated water and 2 per week on distribution.
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Is bottled water safe to drink?
Hamilton’s tap water is safe to drink and meets Ontario’s drinking water standards. Bottled water is also safe to drink in most cases; however it costs much more than tap water on a per litre basis.
If you do choose to drink bottled water, you should avoid refilling old bottles unless they have been properly cleaned and sanitized.
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Is there fluoride in my drinking water? More info required.
The City of Hamilton has added fluoride to the water supply (fluoridization) as part of its treatment process since October 1962. This is a common and safe practice. Hydrofluosilicic acid is precisely metered into the water so as to raise the natural fluoride concentration to approximately 0.5 – 0.8 parts per million (ppm). This is helpful in preventing dental caries (tooth decay). Note: Fluoridation is not carried out at our Communal Wells.
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Why is my water a yellow or rusty colour?
Water main repairs, construction and other maintenance work in our area can cause some rust and scale products which normally adhere to the inside of the water main to break away. Open fire hydrants can also cause this temporary inconvenience. The discoloured water is safe to drink, but may cause water to appear dirty or may stain your laundry.
If this condition occurs in your system, allow a cold water tap to run for a good five to 10 minutes, or until the water clears. If the condition persists, please call our Customer Service Representatives at (905) 546-4426.
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Why does my drinking water taste or smell funny? Will it make me sick?
Water naturally varies in taste and odour at different times of the year – generally in the late summer or early fall. This is usually the result of algae growth in the lake, partially caused by the change of the season. Different types of algae can cause your water to taste and smell musty. Although the taste and odour can be unpleasant, it is not considered to be a public health problem. Refrigerating the water will help eliminate the odour and adding some lemon slices will help remove any objectionable taste.
Water may also taste stale if it has been sitting in the incoming pipes for too long. Flushing out the pipes in your home by turning on all the faucets at the same time for a few minutes may get rid of the unpleasant taste.
Drinking Water Surveillance Program (DWSP) samples are collected for the Ministry of Environment twice a year from the Woodward Avenue Water treatment Facility, the low lift wet well and two locations in the distribution system.
Distribution system samples are collected four times per week by the City of Hamilton Environmental Laboratory staff from approximately 50 locations. Chlorine levels in the distribution system are measured at the time of sample collection. The samples are analyzed for Total Coliform, Escherichia Coli and Heterotrophic Plate Count.
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If I have a concern about an unusual taste, odour or colour of my drinking water, where can I have it tested? or I have a private well and would like to have the water quality tested or I have a questions on my test results. Where can I call?
- Homeowners on municipal water should not call the lab directly for testing. They should always call customer service at 905-546-4426 to express their concerns.
- The City of Hamilton Environmental laboratory can test private well water for bacteria and chemical compounds, but there is a charge. The Public health laboratory lab is free for bacteria testing.
- City of Hamilton Environmental laboratory phone number is 905-546-2424 ext 5834
- City of Hamilton Environmental laboratory hours of operation are 8:30 – 4:30.
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How often is the communal well water tested?
The communal wells are regularly inspected by the City of Hamilton seven days a week, during which time the chlorine residual, turbidity (cloudiness) and flow are evaluated. Each well is equipped with an on-line continuous chlorine residual analyzer and turbidity analyzer. On Fridays, City staff test all the stand-by equipment and check the calibrations (measuring devices).To ensure the ongoing health and safety of the community, Hamilton’s Environmental Laboratory provides sampling and testing for bacteriological, organic and inorganic parameters under the new Ontario Drinking Water Protection Regulations
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I have a private well and would like to have the water quality tested or I have questions on my test results. Where can I call?
The City of Hamilton Water Quality Section has no jurisdiction over private wells. It is up to the homeowner to maintain his/her own private well.
You can pick up a water collection kit at no charge at any of the Health Units in the City of Hamilton:
Dundas – 2 King Street W , 3rd floor
Hamilton – 1 Hughson Street N , 3rd floor
Hamilton Mountain – 1447 Upper Ottawa Street
Stoney Creek – 2757 King Street E.
Provincial Lab – 250 Fennell Avenue W
The City of Hamilton Environmental Lab (Woodward Ave ) and City Municipal Service Centres also have water collection kits available for pick-up. You can drop your bottles off at any City Municipal Service Centre, Monday to Thursday between 8:30am to 4:30pm.
Please note that the samples need to be as fresh as possible and should be refrigerated.
When you drop off your water bottles for testing, please take the PIN number off of the bottle and record it on the pink card enclosed in your kit. You can then contact 1-877-723-3426, enter your PIN number and get your results. You will also drop off a requisition with your bottle and will indicate whether you want your results mailed or if you’ll be picking them up.
If you have not received your sample results, please contact the Health Unit located at 250 Fennell Ave W. (between Garth and West 5th) at 905-385-5379 to see if they’ve received your initial sample and requisition.
If you’ve received your sample results and would like to discuss them, please contact the Health Department’s Safe Water Hotline at 905-546-2189
The City advocates that owners of private wells test their water three times per year. The testing is free
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MUSTY TASTE AND ODOUR - Water quality
What causes the musty taste and odour in our drinking water?
The odour causing compounds are more prominent during extended warm temperatures throughout Lake Ontario. When temperatures reach 19 degrees Celsius, we experience increases in naturally occurring compounds which can create a musty odour or taste within the drinking water. Two compounds called Geosmin and 2-Methylisoborneol (2-MIB) are responsible for a musty or earthy odour that is detectable by some persons in concentrations as low as a few parts per trillion (ppt). One ppt is equivalent to 1 drop of water in 1,000 Olympic-sized swimming pools.
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Where do these compounds come from?
Geosmin and 2-MIB (2-methylisoborneol) are produced in aquatic environments by cyanobacteria (blue-green algae) or mould-like, filamentous bacteria called actinomycetes. Intensive testing of Lake Ontario water during taste and odour events has confirmed that minute concentrations (measured in parts per trillion) of these compounds create the earthy/musty taste/odour. Geosmin, the same substance that can be detected when rich soil is turned, is also found in some foods including beets
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When does the musty taste and odour occur?
Although occurrence frequencies are difficult to predict, a Geosmin peak generally occurs at the end of August each year. In 1998 and 1999 levels of over 100 nanograms per litre were found in this late summer peak. In 2000, 2001 and 2002 levels of only 10-25 nanograms per litre were found. It had been thought that taste and odour events only occurred periodically. We now understand that the events likely occur each year but the intensity can vary widely.
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How long will the musty taste and odour last?
Depending on the weather temperatures, these tastes and odours could persist in our drinking water for a couple of weeks.
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Can these tastes and odours be removed by the Water Treatment Plant?
Hamilton’s Woodward Water Treatment plant uses granular activated carbon (GAC) to assist in providing quality drinking water. The latest results indicate that GAC is reducing odour causing compounds by as much as 65% and all efforts continue to be made to further reduce the presence of these compounds in our drinking water.
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Is there anything homeowners can do to reduce tastes and odours?
In-home water filtration systems that employ activated carbon can help to reduce or eliminate these tastes and odours. If you purchase such a unit, please remember that it is very important to follow the manufacturer’s instructions with respect to maintenance. Cooling the water in your fridge can also help.
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What research is being done to learn about the taste and odour in the drinking water?
The western Basin of Lake Ontario is the source of drinking water for over 5 million Ontarians. They invested in control technologies at the water treatment plants and intensive research into the cause and control of taste and odour.
The Ontario Water Works Research Consortium (OWWRC) was formed in 1999. The consortium brings together all of the large municipalities on the western basin of lake Ontario with federal government, provincial government and university researchers.
The OWWRC has proven to be a model of scientific cooperation among the levels of government. It has already yielded significant new information about the biological cause of taste and odour, the role of temperature, winds and currents and the frequency of taste and odour events. It is expected that the research may provide the utilities with improved early warning of events and contribute to control strategies. More information about all aspects of taste and odour in drinking water, including the research conducted in the last three years, and information on the attached algae project, can be found at the new website of the Ontario Water Works Research Consortium
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WATER SERVICE
I need my water turned off/on. Who do I contact?
If there is an internal problem, such as a broken water pipe in your home or building, you can shut the water off at the main shut-off valve usually located in the basement. If the inside shut-off valve is broken or you are unable to turn it off, please contact the City of Hamilton’s Water and Wastewater Customer Service section at (905) 546-4426 for an emergency shut-off at the curb stop. When you are ready to have the water turned back on, please contact the Customer Service section again. There is someone on call 24 hours a day.
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My inside main water shut-off valve is leaking or does not work. Whose responsibility is it to repair?
The homeowner owns their water service from inside their house all the way out to their outside property line. Any leaks or malfunctions on this portion of the water service are the homeowner’s responsibility. The City of Hamilton only maintains the portion from the property line to the water main which is everything in the City road allowance
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How can I get my outside water shut-off valve raised, lowered, repaired or located?
To have your outside water shut-off valve raised, lowered or repaired, please call the City Of Hamilton’s Water and Wastewater Customer Service section at (905) 546-4426. They will schedule an operator to have this done. For information on locating outside water lines, please call “Ontario One Call “also known as “Call Before U Dig” at 1-800-400-2255. They will send a request out to all the utilities that have underground services at your address to locate the services to your property.
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I have low water flow or poor water pressure. Who can I get to look at it?
Temporary low pressure can be caused by heavy water use in your area such as lawn watering, a water main break, or a fire hydrant in use. Permanent low pressure could be caused by the location of your home (for example; on a hill or far from the pumping station). Your home could also have undersized pipes or the pipes may have a lot of scale in them.
To report any permanent drop in water pressure or to have your water pressure checked, please contact the City of Hamilton’s Water and Wastewater Customer Service section at (905) 546-4426 to schedule a “check size and type” procedure to be completed at your home.
For more information, please see our Poor Water Pressure guide. Please also keep in mind, that in order to conserve water and protect our precious natural resources, it is necessary to reduce water consumption by installing water-saving devices such as low flow shower heads or looking for other ways to reduce the amount of water used in a household. For more information, please review our Wise Water Use guide.
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I’d like a temporary water connection (Hydrant/Road Adaptor). What are the procedures?
Information can be obtained by contacting the Water & Wastewater Customer Service at (905) 546-4426.
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I would like to put a water meter on my water service line (Water Meter Connection). What is the procedure?
Under the bylaw, all properties in the City of Hamilton are required to have a water meter installed in order to be charged for actual water consumption. If you still do not have a water meter at your property, please contact the Water and Wastewater Customer Service section at (905) 546-4426 to make arrangements to have a water meter installed.
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My Water Service line is frozen. What should I do?
Frozen water pipes are a common issue in extremely cold weather conditions. Customers may make their own attempts to thaw out their private service. If you are going to try and thaw on your own, below is a list of some tips to help you. Please take into consideration that this may take some time to do.
a) First, open up a cold water tap, preferable one in your basement (laundry tub, bathroom sink). As the water in your pipe starts to thaw the tap will start to drip, so you will know that the thawing process is working.
b) Apply a heat source to the frozen water pipe such as a blow dryer or small heater.
c) Wrap a hot water bottle around the pipe at floor level and tie in place with towel.
Note: Do not use an open flame on the frozen water pipe.
If the homeowner is unsuccessful at their attempt to thaw the service, your next step is to call a plumber of your choice. The property owner is responsible for the portion of the water service located within the building and between the building and the property line.
If the plumber is not successful, please call the Water and Wastewater Customer Service section at (905) 546-4426 to book an appointment with City forces to have the work done. Charges are applicable.
To Reduce the Risk of Frozen Water Pipes:
a) Disconnect and drain all outdoor hoses;
b) Shut off and drain all outdoor faucets;
c) Insulate pipes or faucets in unheated areas of your home and garage;
d) Seal air leaks throughout your home and garage;
e) Let a cold water faucet run a minimal amount of water on nights when the temperature is below freezing to prevent service line freeze-up.
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I need a Water Service line Inspection. Who should I contact?
Please contact the City of Hamilton Water and Wastewater Customer Service section at (905) 546-4426 to schedule an inspection. The permit number for either your “new water service” permit or “poor pressure” permit is required at the time of scheduling the inspection.
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Who will repair any damages that the Water and Wastewater Maintenance crews did to my property?
The Water and Wastewater Maintenance Department will repair any sidewalk or driveway damaged by our personnel. Damaged lawn areas will be re-sodded. If you are not satisfied with the restoration, please contact our Water and Wastewater Customer Service section at (905) 546-4426.
If the road in front of a property needs to be repaired, information on when the repairs will take place can be obtained by contacting the Water and Wastewater Customer Service section at (905) 546-4426.
If a new hydrant has been installed, the sod around the new fire hydrant will be replaced. If you have any questions, please contact the Water and Wastewater Customer Service section at (905) 546-4426.
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I need a water main shut down or recharge. Who should I contact?
Arrangements can be made by contacting the Water and Wastewater Customer Service section at (905) 546-4426.
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Where do I report a plugged/malfunctioning drinking fountain?
Please report malfunctioning drinking fountains found on City streets to the Water and Wastewater Customer Service section at (905) 546-4426.
If the drinking fountain is in a park, please report it to the Facilities Help Desk at (905) 546-2784.
If the drinking fountain is a decorative fountain such as Gore Park, Gage Park, Victoria Park or Dundurn Street South, please contact Parks/Forestry at (905) 546-3780.
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I rent out my property. Will I be responsible for water used by my tenant?
Yes. If the tenant refuses to make payment after proper notification and the account is overdue 90 days, the account will be added to the tax roll as a lien on the property. If a cancellation is completed, the accounts will automatically continue under the owner’s name.
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If there is a water emergency, who do I call?
Please contact the City of Hamilton Water and Wastewater Customer Service section at (905) 546-4426. A customer service representative will be available to take your call 24 hours a day, seven days a week.
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Who should I tell about a significant amount of water coming out of the road (Water Main Break)?
Please notify the Water and Wastewater Customer Service section at (905) 546-4426.
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LAWN WATERING
When can I water my lawn?
The City of Hamilton’s Water Works By-Law R84-026 restricts external water use (i.e. lawn and garden watering, car washing) to every other day as a means of reducing unnecessary water consumption.
The restrictions are outlined that if you live at an even-numbered municipal address, you are permitted to use external water on even-numbered calendar days. If you live on an odd-numbered municipal address you are permitted to water on odd-numbered days. Residents without a municipal address number are permitted to water on odd-number days if they are located on the west or north side of the street and on even-numbered days if they are located on the east or south side of the street.
While there are no time restrictions, unless otherwise notified by letter or through the media, (usually only occurs in the summer when water consumption is high) it is best to water in the early morning or late evening when the water demand is lower. Also, it is best to water your lawn in the early morning because more of the water is absorbed.
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I’m using more water during the summer months to water my lawn. Could this affect my water supply?
Excessive water demand can strain the capacity of the public water supply, which can reduce reservoir storage, exceed well capacities, and result in low water delivery pressure.
The City of Hamilton’s Water Works By-Law R84-026 restricts external water use (i.e. lawn and garden watering, car washing) to every other day as a means of reducing unnecessary water consumption.
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How do I complain about my neighbour watering their lawn on the incorrect days?
Please phone the Municipal Law Enforcement Services at (905) 546-CITY (2489). In order to conserve our precious resources, the City of Hamilton restricts lawn and garden watering, and sidewalk and roadway washing to the following days:
- Properties with odd numbered municipal addresses are permitted to only water on odd-numbered days of the calendar month.
- Properties with even numbered municipal addresses are permitted to only water on even-numbered days of the calendar month.
- Properties without a municipal address and located on the west or north side of the street are permitted to water only on odd
- number days of the calendar month.
- Properties without a municipal address and are located on the east or south side of the street are permitted to water only on even-number days of the calendar month.
In order to file a complaint, the complainant may be required to provide an exact address of where the problem is occurring.
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WATER RATES & PAYMENTS
What are the new Water and Sewer Charges?
Hamilton City Council approved a 4% metered water and sewer rate increase effective January 1, 2010. These charges are necessary to support the current and long-term financial requirements for the operation of our water and sewer distribution and collections systems. This schedule will be reflected in water and sewer charges as follows:
A minimum fixed water charge (progressive, based on side of meter) with most residential services paying $7.75 per month for up to the first five cubic meters (m3) of consumption.
A usage charge of $1.0802 per cubic meter (m3) for all consumption in excess of the minimum.
A sewer surcharge of 100% of the water consumption is billed on the same formula.
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What are the current water rates?
The City of Hamilton bills on a per cubic meter (m3) system of which the first five m3 is billed at a minimum fixed charge of $7.75 per month. The remainder is billed at $1.0802 cents per cubic meter (m3).
Residential Rates
Commercial Rates
For Example: Total water usage of 30 m3
Minimum charge (flat rate) five m3 = $7.75
Difference billed at $1.0802 cents at 25 m3 = $27.00
Total water billing = $34.75
an review the entire Water, Wastewater and Storm 2010 Rate Budget and Services Overview.
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How do I pay for my water and sewer?
As of January 1, 2002 all water and sewer charges are invoiced on your electric bill from Horizon Utilities Corporation (formerly Hamilton Hydro Inc.). If you have questions regarding your bill, please contact Horizon Utilities Corporation (formerly Hamilton Hydro Inc.) billing at (905) 522-9200.
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Can I get a budget plan for the water and sewer portion of my bill?
Yes.Horizon Utilities Corporation (formerly Hamilton Hydro Inc.) does offer an “equal payment plan”. If you are currently on this plan for the electric portion of your bill, once the water and sewer portion is added to your account your budget amount will be increased to cover water and sewer. If you do not have an electric account with Horizon Utilities Corporation, please contact them through our billing office at (905) 522-9200, to arrange an “equal payment plan”.
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I do not have a water meter, but I do not see the flat rate charge for water and sewer on my tax bill.
Horizon Utilities Corporation is responsible for billing flat rate water and sewer charges on the hydro bills. If you have any questions, please contact Horizon Utilities Corporation, Customer Services at (905) 522-9200.
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WATER METERS
Where is my water meter located?
Water meters are required to be installed immediately after the building control valve on the water service line located in the basement or crawl space of the building.
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What is a curb stop?
The curb stop is the city valve usually located on the city sidewalk or at the property line. It is approximately three inches in diameter and it has either HWW (Hamilton Water Works) or WATER stamped on it. This valve is where the City can turn your water supply off to the property if you can not turn it off at the inside building control valve
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How do I read my water meter?
On the face of your meter, you should see numbers inside a rectangle. Similar to an automobile odometer, read the numbers from left to right including all zeros in front.
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How do I know if my water meter is reading properly?
Should your recorded water use change suddenly for no obvious reason (lawn water, more people in the home, away for a long period of time), please report this to Horizon Utilities Corporation (formerly Hamilton Hydro Inc.) billing office at (905) 522-9200, so that it can be investigated.
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How often should I replace my water meter and what cost is involved?
Your water meter is designed to provide many years of reliable service. Most residential meters are good for about 20 years but can wear out over time. The City of Hamilton has a maintenance program in effect, which monitors the age of water meters. The City will determine if a water meter needs to be replaced and will notify the homeowner when required. Your meter reader can also determine if there is a meter malfunction based upon the readings.
If the water meter needs replacing, the homeowner will not be billed for the cost of a replacement meter.
If you have a concern with your water meter, please contact the Water and Wastewater Customer Service section at (905) 546-4426.
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Who is the Contractor installing the water meters?
Council has awarded the water meter installation contract to Neptune Technology Inc. Canada Limited. http://www.neptunetg.com/canada.cfm
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What if I do not want a water meter?
Under the Waterworks Bylaw R84-026, the City of Hamilton requires all domestic water services to have a water meter installed prior to June 30, 2004.
If an un-metered account refuses to permit the installation of water meter equipment by the City’s contractor, the account will be charged a flat rate two times the average rate of metered properties of similar size and type until such time as the water meter equipment is installed by the City or its contractor.
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What if I have a finished basement in the location where the water meter is to be installed?
It is up to the homeowner to prepare the area where the meter is to be installed prior to installation.
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I am building a new home. Can a plumber or I install the water meter?
After December 21, 2001, meters for a new home can only be installed by the City’s contractor - Neptune Technology Inc. Canada Limited.
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Does someone have to get into the house to read the meter?
No. At the time the meter is being installed, they will also install a small wire conduit which will run behind the wall from the water meter to a location outside the house. There it will be attached to a remote reading device that is mounted on the house exterior.
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If my house plumbing needs to be upgraded prior to the installation of the water meter, will I have to use the City’s contractor who is installing the meters?
The City’s contractor, Neptune Technology Group, will only be involved with the installation of the water meter and evaluation of the piping. They will inform the homeowner of what improvements are needed before the meter can be installed but they will not do any of the improvement work
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