How do I start an account?

Our Account Service Specialists are more than happy to start your account in person or by email. Please bring a valid photo ID, $12.50 turn-on fee, $50.00 deposit, and a copy of your lease if you are renting. We accept cash, checks, money orders, and credit cards (with a fee from our 3rd party vendor).

How do I disconnect service?

You can stop by the office and sign a disconnect form or call our office to verify your identity.

Why does McCreary County Water District add fluoride to the water?

The state of Kentucky requires the addition of fluoride to public water supplies. The amount of fluoride that is added to your water has been proven to reduce cavities in children.

Why does my water look milky at times?

The milky appearance is actually air bubbles, which are harmless. Sometimes when repairing leaks in the water lines, air gets into the lines. Also, in the winter when the outside temperature drops, the water lines get cold and so does the water inside. When that cold water is brought into your warm house, oxygen in the water is released into the water as tiny air bubbles. The air bubbles should dissipate quickly, however should you continue to have a problem give us a call at 606.376.2540 or after hours 606.376.2941.

Is my deposit refundable?

Yes, absolutely! Deposits are refundable after one (1) year of on-time payment history (meaning, before the actual DUE DATE). If a customer moves before the one (1) year is over, the deposit is refunded on the final bill. Any remaining part of the deposit will be mailed to the address on file, so if you will have a different mailing address, don’t forget to change your address with us!

What is the process of getting a new tap installed at a new residence or business?

To start the process of getting a new tap installed, you first need a cost estimate. The cost estimate fee is twenty-five dollars ($25.00) and this amount will get taken off your final amount due for the new tap. This cost estimate involves meeting with a water employee and showing them where you would like the meter to be set. They will then measure the distance from the mainline to where you want the new tap. If the footage is under 50ft from the mainline, it is a standard tap. If the footage is over 50ft, then a price per foot is applied to the installation. Once the cost estimate is done the customer needs to pay the cost of installation, complete the required paperwork, and obtain a plumbing permit from the health department. Once this stage is completed your information will go on a list for tap installation to be performed by MCWD staff.

How do I know if I need a plumbing permit?

To get a new tap installed, a plumbing permit from the health department is required. The only exception is if the new tap is being installed on a farmstead, or property with more than ten (10) acres.

What can I expect to pay for water?

Estimates vary, but according to the United States Geological Survey most adults use between 80 – 100 gallons of water a day. Depending on your lifestyle, you may use less or more than the average.

How does my water get treated?

After water is drawn from the source (underground, aquifers, rivers, reservoirs, lakes, oceans), it is sent to a treatment facility where modern treatment systems use a combination of chemicals and filtration to assure water quality before it enters the distribution pipes. Treatment facilities are designed by engineers to meet the specific consumption and quality needs of the communities they serve. As those needs increase, additional resources and investments must be provided so that the facilities can remain in compliance with established standards. Water quality standards are set by the EPA and many states.

How does my water get from the water treatment plant to my water meter?

The water infrastructure system is relatively straightforward. Water travels through three main channels: the intake, the treatment facility, and the distribution system. It then leaves the treatment plant and makes its way, through the network of pipes, to homes and businesses.

How do I know if my water is safe to drink?

The Safe Drinking Water Act (SDWA) passed by Congress in 1974 authorized the EPA to set standards for the water delivered by every community water system in the United States serving more than 25 people. The EPA establishes national health-based standards for drinking water to protect against both naturally-occurring and man-made contaminants that may be found in water supply sources. McCreary County Water District exceeds EPA water quality testing standards to ensure that our customers receive high-quality drinking water.

How are water rates determined?

WWater-service rates are based on the actual costs of treating and delivering water to customers, and are regulated by state public utilities commissions (PUCs). In Kentucky, our rates are regulated by the Kentucky Public Service Commission (PSC). To determine rates, we work with PSC staff to study costs of construction, maintenance, operation, administration and financing. Once the studies are complete, McCreary County Water District and PSC present any differing conclusions during an evidentiary hearing. The PSC then considers all the written and oral testimony in the case as well as other evidence and issues an order regarding rates.

What are some ways I can conserve water?

There are many ways to conserve water. Fixing leaking faucets and toilets is an excellent way to start. If your faucet is dripping at the rate of one drop per second, you can expect to waste 2,700 gallons per year, which will add to the cost of your water bill. You can also reduce water usage by running your dishwasher and washing machine only when they are full.

Who sets the water quality standards?

Water is treated to meet the levels of purity and quality set by the EPA. Increasingly stringent EPA regulations require treatment processes to be continually updated and tested, advancing the levels of technology, skill and chemical solutions. Standards limit the concentrations, or amounts, of contaminants. In some cases where a contaminant cannot be measured, water supplies must provide specific treatment, such as disinfection and filtration.

How can I pay my monthly bill?

There are multiple methods in which you can pay your monthly bill:

Pay by Mail

Our Mailing Address is: McCreary County Water District PO Box 488 Whitley City, KY 42653

Pay In Person

You can pay your bill in person at:
McCreary County Water District located at 456 N Hwy 27, Whitley City, Kentucky 42653

Pay by Phone (PAYMENT SERVICE NETWORK or PSN)

If you do not have questions about your bill, you can pay-by-phone using your Visa, MasterCard, or Discover by calling toll free 1.844.475.1345. There is a small fee for this service charged by our third-party network. Be sure to have your account number handy. This is located in two (2) different locations on your water bill.

Pay by Using ACH

Sign up for Automatic Payments, and your bill will be paid on time, every time, directly from your checking or savings account before the due date. You'll still receive a copy of your bill well before the due date, so you will have time to ask any questions before payment. However, you can choose to get a bill e-mailed to you, also known as an e-bill, instead of waiting on the postal service to deliver your water bill.

Pay Online

You can make a one-time payment, also known as quick pay, or you can register for an online account. When you register for an account, you can then do several things such as:

• Pay by checking or savings account
• Pay by credit/debit card (a convenience fee of $2.75 will be applied to credit card payments under $93.25; a convenience fee of 2.95% will be applied to credit card payments over $93.25)
• Make payments in 3 quick steps
• View electronic payment history
• View eBills
• View balance due
• Manage multiple billing accounts
• Set up Auto-Pay, recurring payments
• Save payment methods
• And much more!

Where is my water account number located on my bill?

Your 10 digit water account number is located in two (2) different locations on your bill. It can be found about half way down the page a little to the right. The second location of the account number is on the bottom (or stub) portion on the left side of the bill.

How is the amount of my bill determined?

The amount of water you use is measured in gallons. Water usage varies by season and the size of your household. We read your meter to determine how many gallons you used over the billing period. We than apply the current water rates to your usage to calculate your bill.

Why is a security deposit required on my account after it has been turned off for non-payment?

If a customer has been turned off for non-payment, and currently does not have a deposit on file with us, to reconnect your water, a deposit is required to be placed on the account and stay for a minimum of one (1) year. After the year, it is up to the payment history when the deposit will be refunded onto the account. Once the customer has a full year of consistent payments, meaning not past the due date, no disconnect notices, and no returned items, the deposit is then refunded back to the customer’s account.

How long will it take to turn my water back on from cut-off after I pay?

Your water service will be restored as quickly as possible (typically the same day), but we do have up to close of the next business day to restore your water service. PLEASE remember to turn your main shut-off valve to your house off—if the servicemen see water is going through the meter when restoring service, they cannot leave the water on due to risk of flooding if no one is home.

Why was my water bill estimated?

Bills are only estimated when the meter reader is unable to access your water meter. In most instances, estimates occur during the winter months when our servicemen are unable to reach your home during inclement weather. However, estimates may occur if an animal or vehicle prevents access to the property or meter. If your bill is OVER estimated, then you will see a CREDIT on your next bill, if your bill is UNDER estimated, then you will see an additional amount on your bill.

What should I do if I think there is an error on my bill?

We encourage our customers to call us at 606.376.2540 during normal business hours (Monday thru Friday 8:00 am to 4:30 pm EST) when they have a question pertaining to their bill.

Where does our source water come from?

Our source water is surface water either from the Cumberland River or the Laurel Creek reservoir.

What precautions should I take to prevent damage to pipes during freezing temperatures?

Make sure that the pipe coming into your home is not exposed to the elements. Most pipes are located underground. Once in your home, be sure the pipes are protected from any extreme temperatures at the point of entry. You can place insulation around or between where the pipe enters your home and the outside surface. Small heat sources (i.e. light bulbs) can aid in preventing frozen pipes.

Is there a grace period?

There is at least a five (5) day grace period after the DUE date. The next business day after the 10th is when our disconnect notices will be generated and mailed out. If you have not received your notice shortly after the DUE date, then please call the office and inquire about the disconnect date.

How do I check for a leak?

1. Check meter for “flow” while all usage is shut off
2. Utilize shut off value (if present) coming into the home to determine if the leak is in the home or incoming line in the yard
3. Use food coloring or MCWD provided dye in the toilet tank to determine if you have a leaking toilet.

Do you offer ACH? And if so, how do you sign up?

Yes, we do! You can either sign up at our office by bringing by a voided check and signing a form or creating an account online and signing up online!

Is there a late fee?

The next business day after the DUE DATE (10th of every month) is when the late fee of ten percent (10%) is applied.

Can I get my bills e-mailed to me?

Yes, you can! You can do so by registering online for an account or stopping by the office and filling out a form for us to set you up with e-billing.

Should I install a pressure regulator?

The customer MUST have a regulator on their side of the meter.