Customer Self Serve
Information and resources to help our customers.
Water Meter Request
I have a hydrant on my property. What should I do?
For property owners with a fire hydrant on their property: please be mindful. Hydrants should always be accessible in the event of a fire. In the summer, ensure the hydrant is clear of shrubs, hedges and other vegetation.
In the winter, hydrants should have a clearing of one metre (3 ft.) all around and there should be a clear path to the street to ensure firefighters can readily access them.
I have discoloured/dirty water, what should I do?
First, you will need to know if the discolouration is in the hot water or cold water. Tip: If it is in the cold water, it will be in the toilets.
If discoloured hot water, you will need will to flush your hot water tank. This process does not require a plumber or gas company. If you have access to the internet, you can search "how to flush a water heater". You should be able to find instructions as well as videos to assist you online. The Town does not look after hot water tanks.
If you have discoloured cold water, let the water run from the highest point of the house (upstairs bathroom) until it runs clear. If this does not clear the water, please contact the Town of Innisfil’s Customer Service Department at 705-436-3710 to see if there is work being done in your area. The Town has hard water with minerals (iron) which causes discoloration but please be rest assured it is still safe to use.
I have low water pressure. Why is that happening?
There could be a number of reasons for low water pressure:
- If you have a water softener, put it on bypass and see if you have received you full water pressure back. If so, this is an indication that the water softener filter needs to be replaced or the softener needs maintenance. You may search online your softener make and model to see where the bypass button is and what maintenance is required. Please note, even if your softener is not on or being used, water will still go through unless it is on bypass.
- If there was a water valve repair or replacement recently, the valves may not be fully open or turned all the way. Please check all the valves inside the home.
- There may be aerators (the screen located at the end of the faucet) that are blocked or clogged. You will need to unscrew the aerator on the faucet and clean the aerator.
My water is cloudy, what should I do?
Generally, this indicates that there is air in the pipes, usually more prevalent in cold weather. Cloudiness does eventually clear (approximately 10 seconds) and is not harmful; it's a side effect of hard water.
My water shut off valve inside my home is leaking. Can I get it replaced?
The water shut off values inside the home is the homeowner's responsibility. You may call a plumber or contractor to replace the valve. The Town can turn off water from the street level via the exterior water valve.
My water usage is higher than normal, why?
Property owners are reminded that all water that passes through their water meter is their responsibility. Be aware of leaks, running toilets and open faucets. Over an extended time, the cost of wasted water due to leaks can add up.
Here are some steps that may help detect a leak:
- Watch your Meter Dial: The face of the water meter features a red triangle that spins as water flows through the meter. To check for leaks, turn off all indoor and outdoor faucets and observe the meter. Any movement of the red triangle while not using any water may indicate the presence of a water leak in your system. You may wish to contact a plumber to investigate further.
- Conduct a Dye Test on your Toilet: Toilets are a common cause of leaks. To check for leaks, place food colouring or dye test tablets (available at home improvement stores) in the tank at the back of your toilet. Do not flush. Wait and observe for 10-15 minutes. If the colour seeps into the toilet bowl, you have a leak
Be sure to check faucets, toilets, water softeners, and all appliances that use water; especially those that are close to a drain where leaking could go unnoticed.
My water/wastewater account is in arrears. What happens?
An overdue interest charge of 1.25% will be added to all water and wastewater accounts that are not paid in full by the due date specified on the monthly bill. If an account remains in arrears for 90 days or more, the arrears will be transferred to the Town of Innisfil and added to the property tax roll account for the service address, as permitted under the Municipal Act, 2001. An additional administration fee will be charged on the property tax account each time a water/wastewater arrears balance is processed and transferred.
Landlords – If you have a tenant at your property who is responsible for paying the water/wastewater bill, water/wastewater arrears greater than 90 days or more will be added to your property tax account for the service address, as permitted under the Municipal Act, 2001.
The water valve curb stop in my lawn/driveway has been raised. How do I get it lowered/fixed?
Sometimes after the winter and cold temperatures, the thaw forces the curb stop to lift. Call the Town of Innisfil at 705-436-3710. This work will be placed on a list for staff to repair in-between tasks.
What if my water heater doesn’t have an expansion tank?
Most homes that have a check valve on the water main do not have an expansion tank, since it wasn’t required until recently. This may or may not cause excessive pressure buildup, depending on the specific design of the plumbing in the house.
If you are noticing that washers in plumbing fixtures are deteriorating rapidly, or water is dripping from the check valve, it may be wise to have a plumber install an expansion tank. It can be low-cost insurance against more costly damage to your home’s plumbing system.
What is a Water Heater Expansion Tank?
A water heater expansion tank is a small tank that is attached to the water supply pipe of the water heater. Water expands when heated, which can cause an excess build up of pressure that needs to be relieved. The expansion tank is designed to handle the expansion of water as it is heated, preventing excessive water pressure from building inside the hot water tank.
If water pressure gets too high, it can damage valves in plumbing fixtures, joints in supply pipes and the water heater itself. With a water heater expansion tank, the expanding water is able to flow into the expansion tank, relieving water pressure in the system and preventing damage.
In the past, the expanding water in the tank would drain back out into the municipal water supply where it came from. Today, the water main is designed to prevent the backwards release of pressure, known as backflow, by employing a check valve. The check valve prevents water from inside the house returning to the water supply where it can contaminate the supply of fresh water.
Who do I call if I have a Water Emergency?
InnServices Water Operations Staff are on call (24 hours a day, 7 days a week) to deal with emergencies such as broken water meters or broken water mains. During weekday business hours (8:30 a.m.- 4:30 p.m. Monday – Friday), please call Customer Service 705-436-3710. During Holidays, Evenings or Weekends, call 705-436-2141 (South Simcoe Police Non- Emergency).
Who do I call if my sewer backs up?
There are two phone calls you should make as quickly as possible: Call your home insurance provider so a clean-up can be initiated as quickly as possible. Call InnServices to report it so we can act as quickly as possible at 705-436-3710 (8:30 a.m.- 4:30 p.m. Monday – Friday). During Holidays, Evenings or Weekends, call 705-436-2141 (South Simcoe Police Non- Emergency).
You may need a licensed plumbing/drain contractor. Once the InnServices operators have arrived, the property owner will be required to sign a “Sewer Servicing Agreement” prior to the commencement of any work. More information can be found here.
Who may be responsible for the repairs?
If the problem with the sewer lateral exists on the private property side, then it is the property owners’ responsibility to call a licensed plumbing/drain contractor to perform any additional maintenance or rehabilitation work to address the cause of the blockage.
If there is a deficiency with the sewer lateral, and it is determined that the backup was caused by grease or materials such as diapers, paper towels or feminine hygiene products, the property owner will be responsible for having it removed.
If the problem with the lateral exists on the public property side, the Town of Innisfil will make an assessment to determine if any additional remedial work is required. Any work required on the public side will be scheduled and completed by the Town of Innisfil at no cost to the owner.