Frequently Asked Questions (FAQs)

Billing Questions:

How often am I billed for water service?

You are billed monthly for you water/sewer usage.

How often are meters read?

Residential and commercial meters are read monthly.

What happens if my bill is not paid by the due date?

If your bill is not paid by the due date shown on the bill, a late fee of 5% will be added to your balance. A final notice will be issued with a cut-off date. Your service may be shut off if payment is not received by the cut-off date. If service is scheduled for shut off for non-payment, a $45 non-payment processing fee will be charged to your account.

How do I start, stop, or move water service?

You may request service 3 ways: 
1) Apply online at anytime at www.salina-ks.gov/water-department 
2) Call the City of Salina Water Customer Accounting Department (WCA) at  785-309-5740 option 3 on weekdays
3) In-Person at our Customer Service Lobby in Room 102 in the City/County Building, 300 W Ash Street, Monday through Friday, 8 a.m. - 5:00 p.m.

How much will it cost me to start water service?

To start service, we require a $80.00 deposit or a letter of credit from another utility showing active service for at least one year. The deposit is refunded with interest to your account after you have had one year of on- time payments. If you stop service before your deposit has been credited to your account, the deposit will be applied to the final bill and any credit remaining will be mailed.

An initiate fee of $10.00 is required to start water at any location.

Can my monthly water bill be drafted directly from my bank account?

Yes, we offer Auto Pay at no additional charge. Auto pay is a bank draft authorization that you give your bank to pay your city utility bill from your checking/savings account. You may apply for Auto Pay by filling out the authorization form in office or you may sign up for Auto Pay by accessing your account online and select Auto Pay. The online method will allow you to use a credit/debit card as well as a checking/savings account. Auto Pay drafts the monthly utility bill on the due date of the bill. Please be advised that signing up for auto pay with a debit/credit card will accrue a service charge from the payment processor.

Does the City of Salina offer trash service?

Yes. The City of Salina offers trash collection to approved residential water customers.  There is an initiate fee of $12.00 to start trash service.

How can I schedule a special trash pickup?

To schedule a special pickup, call 785-309-5750.

What is sewer?

Sewer is the used water that goes down the drains inside our houses and businesses. The sewer portion of your bill pays the costs associated with treating/recycling the sewer and returning it to the Smoky Hill River.

How is the residential sewer charge calculated?

Your monthly sewer charge is based on the average of your water consumption billed on your January, Februrary, and March bills of the previous winter months. This is called a winter quarter average (WQA). Winter quarter averages are re-calculated each year during the month of April and are effective May 1st.

Why is my sewer charge higher than my water charge?

We are required by the Kansas Department of Health and Environment (KDHE) and Environmental Protection Agency (EPA) to treat sewer to strict standards, ensuring it will support aquatic life and be safe for human contact, before returning it to the environment. The processes to meet these standards are extensive, including collection, pumping of the sewer and numerous treatment processes at the sewer treatment plant.

What can I do if I am having difficultly paying my water bill?

We understand that customers may, from time to time, experience financial difficulties that may make it difficult to pay their water bill on time. There are community programs that may provide household assistance.  We encourage you to reach out to these organizations regarding their programs to determine eligibility (The City is not responsible for the programs):

-      Catholic Charities – 1500 S 9th St Ste 1, 785-825-0208

-      Salvation Army – 1137 N Santa Fe Ave, 785-823-2251

Online Questions:

Can I pay my bill online?

Yes you may. Simply go to "Water Bill Pay Online" at www.salina-ks.gov for the information on how to do this. You will be able to register and view your account information online at anytime.

Is paying my bill online safe?

Making payments online is as safe and dependable as paying by mail.  We use a secure server, Verisign, for processing online transactions. This system uses encryption technology to ensure that only those approved by you can have access to your information.

What forms of payment can I use to pay my water bill online?

We currently accept E-check and credit/debit cards, however, the payment processor charges fees to process these payments. $1.95 is the fee to pay using a one-time manual E-check payment, and the fee for a debit/card transaction on the website is $3.95. Visa, MasterCard or Discover credit cards as well as debit cards bearing the Visa or MasterCard logos will be accepted online forms of payments.

How do I know my payment was made?

After completing the payment process, a Confirmation Page with a corresponding Confirmation Number will be displayed. You are encouraged to print this page for your records.

I forgot my password, what should I do?

On the Sign On Page, enter your e-mail address, then select the option for "Password". On the next screen, select "Forgot Password".

Does the City of Salina offer paperless billing for water bills?

Yes we do. Please call our office at 785-309-5740, option 3, and ask the representative to update your bill delivery to e-mail only.

General Questions

How do I determine if I have a leak?

Check the water usage on your bill. If it is higher than normal, can it be justified? Have you watered your lawn or ran the washing machine more than normal? If not, you may have a leak. To determine if you have a leak, you might begin by checking places where leaks occur most often (i.e. toilets, inside/outside faucets, washing machines). To check toilets - Put several drops of dark food coloring in the tank of your toilet. If dye appears in the bowl, replace the valve seal ball and/or the flapper at the bottom of the tank. These should be replaced at least every couple of years. Another way to check for a leak is to check the leak detector on the meter. Make sure all the water is off in your home (no washing machine or dishwasher running). Locate your meter and see if the red triangle dial is moving. If the red dial is moving at all and you are sure no water on your property is on, then there is a leak somewhere in your plumbing starting at the meter to your home.

Where does the City of Salina's water come from?

The City of Salina has 2 separate water supplies:

1) The Smoky Hill River

2) Fifteen groundwater wells located throughout central Salina

Both sources are required to meet Salina's water needs, of over 2 billion gallons per year.

Is Salina's water safe to drink?

Yes it is. Salina water meets or exceeds all standards set by the state and federal governments. To make sure the water is safe, water treatment operators test the water 40,000 to 50,000 every month. If you are concerned about your water quality, contact the City of Salina Utilities Department at (785)826-7305.

Drinking Water Quality Reports

What causes occassional taste and/or odor changes in Salina water?

All water has its own unique taste and odor characteristics. Salina, like many other water suppliers, occasionally experiences taste and odor changes. The water quality in the Smoky Hill River is variable. Conditions in the river leading to taste and odor issues include: low flow due to drought, high flow due to rain, algae blooms, agricultural run-off and Kanopolis Lake Operations. These changes do not affect the safety of the water.

When do water regulations go into affect?

Per City of Salina Ordinance 41.61.1 - Outdoor watering with potable water, shall be prohibited between the hours of 10:00 a.m. and 6:00 p.m., effective between June 1 and September 30. Upon application, a special permit shall be issued by the Director of Utilities to allow watering newly seeded lawns between the hours of 10:00 a.m. and 6:00 p.m., effective June 1 through September 30.