Frequently Asked Questions

How many water and sewer customers does the City of Danville Utility Serve?

• The City of Danville Municipal Utilities currently serves over 11,000 residential, retail, and industrial customers/accounts in Danville, Perryville, Junction City, and many outside these incorporated boundaries in Boyle County. Water is also served to seven wholesale customers regionally, which brings the total number of customers to approximately 30,000.
• •There are currently over 6,800 wastewater customers directly served by the City of Danville. Including three additional sewer wholesale customers, that number grows to over 9,400. Raw water is extracted from Lake Herrington, treated at the Water Treatment Plant (387 East Lexington Ave., Danville, KY), and pumped throughout its system to its customers.
• The Danville Wastewater Treatment Plant is located at 1970 Old Stanford Rd., Danville, KY and the Perryville Wastewater Plant is located at 995 Harrodsburg Rd., Perryville, KY.

Does The City of Danville Water and Sewer Utilities Operate Under Purview of the Kentucky Public Service Commission (KPSC)?

•  No. The City of Danville water system is municipally owned and thus does not directly fall under the purview of the Kentucky Public Service Commission (KPSC).
•  However, like most municipally owned Utilities, this Department must operate within responsible and accepted American Water Works Association (AWWA) practices while maintaining its capital facilities in good working order.
• This is exemplified anytime adjustments to wholesale rates are administered in relation to the depreciation schedule and the City’s capital program.
• See Also: www.klc.org/UserFiles/files/PSCFrequentlyAskedQuestions.pdf

See also Kentucky Division of Water and Kentucky American Water Works Association

What Type of Expenses does the utility incur and how are they accounted for in its Rate Structure?

• Expenses for the water system are divided into four major categories – Administration, Treatment, Distribution, and Finance/Capital Costs. These major categories are funded primarily or in part by revenue generated by water provision rates.

• The City of Danville reviews its water and sewer rates regularly to maintain consistency and to account for major changes in debt, maintenance, and operations of the system. For many years, the City of Danville has implemented cost-based rates pertaining to different customer classes (residential, commercial, industrial, and wholesale) as adopted from industry standards and defined in American Water Works Association (AWWA) guidelines.

• Being cost-based the utility is not a revenue generator for the City, rather is used as an economic tool to support a stable and competitive cost of living within a five-county service area.

• The various customer classes demonstrate groups of users with similar water usage characteristics and service requirements. Revenue generated is, therefore, more directly related to the true operations and maintenance cost for the utility overall; broken down by each customer class.

• For example, wholesale customers typically do not use all of the components of the water system such as service lines, distribution lines, meters, fire hydrants, etc. So, theirs rates should not include reimbursement for those costs. Water and wastewater are two different branches within the utility and have separate revenues and expenses with only combined billing and administration.

When Are My Water and Sewer Bills Due?

• Bills are typically mailed out around the 15th of the month and payment is due by the 10th of the following month. The City of Danville will send out monthly courtesy telephone notifications to those customers who run the risk of their service being disrupted due to delinquency.

• It is the responsibility of the customer to ensure that the water office has the most up-to-date contact information. Depending on your physical address, some customers also incur specific taxes, monthly stormwater fees, and trash fees included on their utility bills. Please contact our office regarding online payment options and account access.

I Live in Junction City or Perryville, why are my rates not the same as Danville customers?

• In 2003, the City of Danville was directed by the Kentucky Division of Water (KYDOW) to acquire Perryville’s water and sewer system due to regulatory non-compliance and financial management concerns. In 2004, similar circumstances caused KYDOW to direct City of Danville to acquire Junction City’s sewer system.

• The City of Danville did not seek either acquisition, however, have since been working to provide both water and sewer services that meet regulatory standards to all customers. These acquisitions carried with them pre-existing debt burdens from Perryville and Junction City.

• Utility debt in Perryville and Junction City must continue to be borne by their citizens. This ensures that customers in Perryville, Junction City, and Danville are responsible for Utility Capital and Operational needs that directly benefit themselves. Those customer costs can then be appropriately allocated via customized utility rates and the rates are a product of each City’s debt status overall.

How Are the Water and Sewer Rates adjusted annually to account for operational cost increases?

• To prevent balloon rate adjustments for operational cost increases (chemicals, electricity, etc.) the City of Danville assesses a cost-of-living adjustment (COLA) on an annual basis to both water and sewer rates as mandated by the City Ordinance.

• The COLA is published annually by the Commonwealth of Kentucky Department for Local Government and thus implemented by the City of Danville for all utility customers. Per 2003/2004 acquisition agreements, Perryville and Junction City customers receive water rate increases on a “penny for penny” basis per annual assessment of the City of Danville customers’ rates. For example, if a Danville customer has an average utility bill of $50 and a 2% COLA rate increase is applied to Danville customers that year, it would result in a $1 increase to their bill moving forward.

• Instead of applying the 2% to Perryville and Junction City rates (which are already higher than Danville), only the $1 increase is included for the year. This is done to negate increases to Perryville and Junction City customers extraordinarily and allows the application of a true “cost-of-living” adjustment for all customers reflective of certain market increases that the utility provider is projected to experience in the coming year for capital costs.

How Can I Lower My Bill?

• Repair or replace dripping faucets and running toilets immediately.

• Avoid watering your lawn during the heat of the day to prevent loss due to evaporation.

• Take showers instead of baths.

• Turn off water while brushing your teeth.

• Fill the sink with water when shaving rather than letting the water run.

• Know the location of your shut off valve in your home in case a water line leak occurs.

• Replace old water-wasting toilets with new, more efficient toilets. Note: One leaky toilet or faucet may increase water

How Much Water Is Typically Used Around the Home?

• According to the United States Environmental Protection Agency (USEPA), the typical American household uses approximately 300 gallons of water per day. Roughly 70% of this occurs inside the home.

• Below are some estimated water usage numbers around the home to allow customers to gain a better understanding of water usage:

Estimated Water Usage (per use)

Clothes Washer - 40 Gallons
Shower - 50 Gallons
Shaving - 5 Gallons (with tap running)
Dishwasher - 15 Gallons (depending on efficiency)
Hand Washing - 3 Gallons (with tap running)
Bath - 50 Gallons
Toilet - 6 Gallons
Teeth Brushing - 2 Gallons (with tap running)

My Bill Was Unusually High This Month, What Can I Do?

• If you believe your bill reflects a higher-than-normal usage, you may contact the utilities department to review your usage. They will provide some steps to determine if you have a leak, and where that leak may be located within the system (either on the customer side or the utility side).

• If it is determined to be on the utility side, this is typically not reflected on the customer’s bill because the leak has occurred in a location that is not connected to your meter.

• However, a leak or issue on the customer’s side will result in higher usage. The customer is responsible for making repairs. Once repairs are made, the customer may provide proof to the utilities department and may receive a bill adjustment based on the parameters of the current bill adjustment policy. Please contact the water department immediately to discuss such concerns.

What If I Have a Leak?

• The City is responsible for water service up to and including the water meter. Customers are responsible for leak repairs, breaks, and other problems on their side of the water meter (from the meter to the home/business).

• The City of Danville will adjust your bill if you have a water leak on the customer side of the meter, provided it has been fixed and you can supply proof (i.e. a plumber’s statement) of the repair.

• You will be allowed two leak adjustments per year.

• If you have a question about responsibility, please call our office.

What If I Need to Dig In My Yard To Install Plumbing, Electric Lines, Drainage Lines, Trees, Etc.?

• It is recommended that if digging is required around the home or business, the owner or contractor contacts Kentucky 811 so that the proper authorities can physically mark any existing underground utilities along the property. This can limit costly impacts to existing utilities for the homeowner and neighbors.

• htps://www.kentucky811.org

Can I receive notifications about Boil Water Advisories?

Yes. You can sign up for notifications at www.danvilleky.org.

I Didn’t Receive My Bill in The Mail, What Can I Do?

• Utility bills are mailed in bulk by a third party approximately 3 weeks before they are due. If you are not receiving your bills, please check that The City of Danville Utilities Department has your correct mailing address. If so, you may need to contact the USPS to be sure there are no issues with the carrier.

• We also recommend using InvoiceCloud to view your bills. Customers are still responsible for payment of the bill, even if a bill is not received. Please be aware that bills are due on the 10th each month. If you have not received a bill, and have not enrolled in paperless billing, we recommend contacting the utilities department to determine the amount due.

What Is a Convenience Fee?

• A convenience fee is a charge that you pay to InvoiceCloud to process your payment electronically and deliver it to the City of Danville. Convenience fees are applied anytime a customer pays through electronic means. Customers may opt to mail or deliver payments to avoid such fees.

• Convenience Fees: Credit/Debit Card Transactions: Minimum $2.50 or 2.95% of the total bill due. Electronic Check: $1.50 Payment by Phone: You will pay the convenience fee based on payment method (card or check), and an additional $0.95.

• These fees apply to Autopay services issued through InvoiceCloud, as well. However, if you enroll in automatic payments in-person at City Hall with your checking or savings account, you are not charged a fee when your amount due is deducted from your bank account each month.

Do You Mail Delinquency Notices?

• Delinquency notices are not mailed, as it states on your bill. Phone calls support lower rates to customers since they cost significantly less than an added mailing. Phone calls or electronic reminders also reduce confusion on the part of customer, which historically received delinquency notices in the mail around the same time of the next month’s bill, leading customers to pay the incorrect amount, or a partial amount, which could still result in a disconnection of service if not addressed in a timely manner.

• Bills are due on the 10th each month. Late fees are applied on the following day. Approximately 2 weeks later, if payment has not been received, a reminder or delinquency phone call is sent to the number listed on your account. This reminder provides a deadline (date and time) for payment. If payment has not been credited to your account by this period, you will be subject to disconnection.

• The process for disconnection requires field personnel to travel to your location. There is often a delay if you have made a payment during that disconnection period, especially if payment is made electronically, for the payment to credit to your account and for field personnel to be notified and reach you for reconnection. Please keep this in mind if you make a payment during this disconnection period and feel free to follow-up with a customer service representative.

• If you have not paid your bill by the published deadline, and your account is flagged for disconnection or has been disconnected, you must pay your bill immediately, along with a reconnect fee to be reconnected.

• It is important that City of Danville Utilities Department has your up-to-date contact information so that we may contact you with reminders, or to discuss potential concerns with your account, including higher-than-average usage or disruptions due to maintenance, etc. You can update your contact information by calling the utilities department at 859-238-1200, option 1 and 1, by using InvoiceCloud, or by e-mailing utilitiesoffice@danvilleky.gov.

I don't want to pay online, do I still need to register my account with Invoice Cloud?

• Using Invoice Cloud to manage your account is not required. However, there is no cost to register your account and use the service to view bills and receive notifications.

I Did Not Enroll in Paperless Billing, Why Am I Receiving E-Mails Regarding My Bill?

• If we have an e-mail address on file for you, you will receive an e-mail notification when your bill is ready for viewing, and when your bill is due. Unless you have enrolled in paperless billing, you can still expect to receive a bill in the mail.

• This is simply an extra alert or reminder that your bill is available.If you would like to enroll in paperless billing, you can register your account with InvoiceCloud and choose that option on your customer profile.

My Bill Was Unusually High This Month, What Can I Do?

• If you believe your bill reflects a higher-than-normal usage, you may contact the utilities department to review your usage. They will provide some steps to determine if you have a leak, and where that leak may be located within the system (either on the customer side or the utility side).

• If it is determined to be on the utility side, this is typically not reflected on the customer’s bill because the leak has occurred in a location that is not connected to your meter.

• However, a leak or issue on the customer’s side will result in higher usage. The customer is responsible for making repairs. Once repairs are made, the customer may provide proof to the utilities department and may receive a bill adjustment based on the parameters of the current bill adjustment policy. Please contact the water department immediately to discuss such concerns.

Why Did I Receive a Call About a Delinquent Bill? I Just Paid My Bill!

• Electronic payments take time to process and post to the customer's account. Often, this has to do with how your financial institution or credit card provider processes payments and allows for the release of funds.

• If you made a late payment during the period where the delinquency list is being generated (typically within the 3rd week of the month), the system may not have credited your payment in time to communicate with the delinquency report.

• Simply call the utility department at 859-238-1200, options 1 and 2, to confirm your payment has been credited to your account. Please keep in mind that phones are very busy during this time of the month and your patience is appreciated.

What Is the Process/Timeline for The City Of Danville’s Utility Billing?

• 1st – 5th – Meters are read

• 6th – 10th – Meter readers working through exception reports (evaluating reports of unusual usages)

• 10th – Prior months bills are due

• 11th – Late fees applied automatically

• 15th – 18th – Bills are sent for printing/mailing

• Last Wednesday of the Month – Typically this is when the delinquent cut-off process begins. You will receive a call that reminds you of the deadline to pay your bill to avoid disconnection.

• This timeline may vary. It is important to note your bill is due on the 10th each month.

What are my payment options?

• The City of Danville recently updated its billing and customer service software to InvoiceCloud to provide more options for customers to manage their utility account and payments.

• With the launch of InvoiceCloud, all the traditional payment methods remain available but new options have been added to provide more access for customers to manage and pay bills.

o Pay Online: You can make a one-time payment at http://www.danvilleky.org or register your account with InvoiceCloud to schedule payments, setup autopay, or consider other payment options.

o Pay by Phone: You may call the new payments-only line to pay your bill over the phone quickly and conveniently with a credit/debit card or e-check. Call 866-771-1193.

o Pay by Text: When you register your account with InvoiceCloud, you can opt-in to “Pay by Text”. You will receive a text message reminder of the bill due and pay with a response by text message.

o Mail Payments: As always, you can mail check payments to PO Box 670, Danville, KY 40423.

o Deliver Payments: Deliver payments to City Hall, either at the water desk or by using the drop boxes located at the side entrance of the building, or in the parking lot behind the building. You can also deliver cash or check payments to the Farmers National Bank locations in Junction City and Perryville.

o Schedule Payments: Once you have registered your account with InvoiceCloud, you can schedule full or partial payments to make budgeting for your utility bill easier! You will still need to have paid your full amount due by the 10th but this option makes it easier to split payments or plan ahead.

o Enroll in Autopay or ACH: When you register your account with InvoiceCloud, you have the option to enroll in Autopay which will process your monthly payment electronically on the due date each month. You can choose to use a credit/debit card or e-check when using Autopay. Convenience fees apply.

• If you choose to sign up for ACH or Automatic Payments in person at the water department, which will automatically deduct your payments through your checking or savings account directly, you will not be subject to any convenience fees. Only the amount due will be deducted from your bank account on your due date. Contact the water department to learn more.

I’m Having Difficulty Paying My Bills. What Can I Do?

• If you are having difficulty making payments, please contact the Utilities Department at 859-238-1200, option 1 and 2.

• A Customer Service Representative will review your account and see if there are any obvious concerns related to usage or billing.

• They may also direct you to several local organizations that provide utility bill assistance including the Family Services Association of Boyle County, Bluegrass Community Action Partnership, or the United Way.

City of Danville Municipal Utilities Contacts

Customer Service & Billing - 859-238-1200, option 1 and 2
Water Treatment  & After Hours Service Calls - 859-238-1241
Boil Water Advisory Questions - 859-238-1241
Lead & Copper Rule Revision - 859-238-1200, option 1 and 1

E-mail Utilities Office

Do you mail delinquency notices?

• Delinquency notices are not mailed, as it states on your bill. Phone calls support lower rates to customers since they cost significantly less than an added mailing. Phone calls or electronic reminders also reduce confusion on the part of customer, which historically received delinquency notices in the mail around the same time of the next month’s bill, leading customers to pay the incorrect amount, or a partial amount, which could still result in a disconnection of service if not addressed in a timely manner.

• Bills are due on the 10th each month. Late fees are applied on the following day. Approximately 2 weeks later, if payment has not been received, a reminder or delinquency phone call is sent to the number listed on your account. This reminder provides a deadline (date and time) for payment. If payment has not been credited to your account by this period, you will be subject to disconnection.

• The process for disconnection requires field personnel to travel to your location. There is often a delay if you have made a payment during that disconnection period, especially if payment is made electronically, for the payment to credit to your account and for field personnel to be notified and reach you for reconnection. Please keep this in mind if you make a payment during this disconnection period and feel free to follow-up with a customer service representative.

• If you have not paid your bill by the published deadline, and your account is flagged for disconnection or has been disconnected, you must pay your bill immediately, along with a reconnect fee to be reconnected.

• It is important that City of Danville Utilities Department has your up-to-date contact information so that we may contact you with reminders, or to discuss potential concerns with your account, including higher-than-average usage or disruptions due to maintenance, etc. You can update your contact information by calling the utilities department at 859-238-1200, option 1 and 1, by using InvoiceCloud, or by e-mailing utilitiesoffice@danvilleky.gov.

What Is the Process/Timeline for The City Of Danville’s Utility Billing?

• 1st – 5th – Meters are read

• 6th – 10th – Meter readers working through exception reports (evaluating reports of unusual usages)

• 10th – Prior months bills are due

• 11th – Late fees applied automatically

• 15th – 18th – Bills are sent for printing/mailing

• Last Wednesday of the Month – Typically this is when the delinquent cut-off process begins. You will receive a call that reminds you of the deadline to pay your bill to avoid disconnection.

• This timeline may vary. It is important to note your bill is due on the 10th each month.

I’m Having Difficulty Paying My Bills. What Can I Do?

• If you are having difficulty making payments, please contact the Utilities Department at 859-238-1200, option 1 and 2.

• A Customer Service Representative will review your account and see if there are any obvious concerns related to usage or billing.

• They may also direct you to several local organizations that provide utility bill assistance including the Family Services Association of Boyle County, Bluegrass Community Action Partnership, or the United Way.

What is the Lead and Copper Rule?

• In 1991, EPA published a regulation to control lead and copper in drinking water. This regulation is known as the Lead and Copper Rule (also called the LCR).

• The rule requires water systems to monitor the lead and copper levels at the tap inside customers’ homes and conduct additional actions if elevated levels of lead or copper are found.

• Since 1991 the LCR has undergone various revisions, with the Lead and Copper Rule Revisions in December 2021. The Lead and Copper Rule Improvements, which took effect in October 2024, add additional requirements for water systems, beginning with the service line inventory due on October 16, 2024.

Why Is Lead a Public Concern?

• It is important to know that our drinking water does not contain lead when it leaves your water treatment plant. The risk of lead entering drinking water usually comes from the corrosion of plumbing materials made with lead, usually found in older homes. These materials may include brass fixtures, copper piping, lead-based solder and lead service lines.

• Lead solder was banned in 1989. Homes built before then may contain lead-soldered pipes. Corrosion or wearing-away lead-based materials can add lead to tap water, especially if it sits in the pipes long before use.

• You can read the EPA's guidance to learn more. EPA – Lead-free plumbing. City, state and federal regulations, such as the Lead and Copper Rule Revisions, protect public health by minimizing lead and copper levels in drinking water.

• Even if you have lead pipes, it does not necessarily mean you have lead in your water. This is because the City of Danville treats your water with an additive as part of Corrosion Control Treatment, which prevents pipes from leeching metals into water.

• There are several easy steps you can take to reduce your exposure to lead in drinking water:

• Run the water for 30 seconds before the first use of the day.
• Use cold water for drinking, cooking, and preparing baby formula. Hot water can leach more lead into water than cold.
•  Regularly clean your faucet aerators (the screen that catches debris on the end of your faucet).
• Use a filter that is certified to remove lead.
• Remove any sources of lead by replacing your lead service line (if you have one) or interior plumbing and any older plumbing fixtures.

Here are the health effects of lead, as determined by the EPA:

 “Exposure to lead in drinking water can cause serious health effects in all age groups, especially pregnant people, infants (both formula-fed and breastfed), and young children. Some of the health effects on infants and children include decreases in IQ and attention span. Lead exposure can also result in new or worsened learning and behavior problems. The children of persons who are exposed to lead before or during pregnancy may be at increased risk of these harmful health effects. Adults have increased risks of heart disease, high blood pressure, kidney, or nervous system problems. Contact your health care provider for more information about your risks.”

• We encourage the community to reach out to us with any questions by calling 866-771-1193.

Is My Drinking Water Safe?

• Yes. The City of Danville continues to actively meet the rigorous drinking water standards set by the Kentucky Energy and Environment Cabinet’s Division of Water and the Environmental Protection Agency (EPA) each year.

• The City of Danville tests its water frequently for the presence of lead and other contaminants. We also filter and treat your water to ensure safe, quality water throughout the year. You can view our most recent Water Quality Report https://www.danvilleky.gov/DocumentCenter/View/1149/2023-CCR---Danville?bidId=

What is the City of Danville doing to comply with the EPA’s federal mandate?

This will vary by system. Discuss your corrosion control treatment, historical non-use of lead service lines (if applicable), and your plan to identify and replace all lead service lines.

What Is a Service Line?

• A service line is a pipe that carries water from MLGW 's water main through a water meter and then to a property.

Why Is the City of Danville Inventorying Service Lines?

• The City of Danville is committed to providing reliable, high-quality water service to all of our customers. As part of the EPA’s Lead and Copper Rule Revisions, the City of Danville is updating its records to create a complete inventory of our service lines in the areas served.

• Historically, utilities have kept records of the utility-owned part of the water service line. New federal standards for water systems require the City to work with customers to identify and record their service line material.

• This new requirement is a huge documentation project that will take time to complete. Identifying and cataloging water service lines will help us complete our inventory project, which is publicly available for you to view at City Hall. The inventory will be made publicly available online. You can review the status of your service line material by visiting City Hall during business hours at 445 W. Mian Street. Over time, the City of Danville will continue to update the inventory. • Lead was once a common material used in water systems. Kentucky stopped installing service lines with lead back in 1988. Older homes are more likely to have a lead or galvanized service line, so we’re taking steps to check the pipe material servicing customers through Danville’s Water System to complete our records and schedule replacements if necessary. The water service line is a shared responsibility between the homeowner and the water utility.

• We understand you may have additional questions and we are here to answer them. Please reach out to us by emailing utilitiesoffice@danvilleky.gov.