Get to Know Polk County Utilities - Water, Wastewater, & More!

Frequently Asked Questions?

1. What are the Business Hours for the Public?
2. What is Florida -Friendly Landscaping
3. What is a Water Treatment Plant?
4. What is a Wastewater Treatment Plant?
5. What is Reclaimed Water?
6. How do I open a Residential Account with the County?
7. How do I open a Commercial Account with the County?
8. What type of Payment Options do I have to Pay my Utility Bill?
9. What is an ERC?
10. What is a Connection Fee?
11. What is a Community Investment Program?
12. What is a Force Main?
13. What is a Lift-Station?
14. What is Sludge?
15. What is Groundwater?
16. What is an Aquifer?
17. What is a Rain Sensor?
18. What is a CCR?
19. What is Cross-Connection Control?
20. What is a Cross-Connection Control Assembly?
21. How do I Terminate Utility Services with the County?

Customer Service

What are the Business Hours for the Public? The lobby at Polk County Utilities is open for customers Monday-Friday 8:00 A.M. to 4:30 P.M.   Customer Service Representatives may assist you by telephone (863) 298-4100, Monday-Friday 8:00 A.M. to 5:00 P.M.  For after hours "emergencies" call (863) 298-4100 and follow the prompts. What is Reclaimed Water? Reclaimed water, sometimes incorrectly called reuse or gray water, is the effluent water from a wastewater treatment plant that has been highly treated and disinfected to ensure and protect the public health and the environment.  Reclaimed water provides an alternative water supply source for irrigation and industrial purposes to help conserve our potable water.   It is not to be used for drinking or bathing, although it does meet the water quality standards set by FDEP, Chapter 62-610.320 for public access reclaimed water.  It is identified by "purple" colored pipe and signage.  Contact Customer Service for availability in your service area. How do I open a Residential Account with the County? Polk County Utilities offers water and /or sewer and in some areas reuse service to customers in the unincorporated areas of Polk County.  Any residential customers wishing to establish service is required to place a deposit for each service before utilities can be granted.  Deposit amounts are determined by previous history of the service address, and may be up to 2.5 times an average billing for the service address.  After the deposit amount is determined, residential deposits maybe placed at any office location or mailed to Polk County Utilities, PO Box 2019, Bartow, FL 33881, or faxed with credit card information to (863) 298-4111.  Polk County Utilities reserves the right to verify the requested initiation  date by requiring a notarized copy of customers's lease and/or the customer's electric start date.  In addition to the deposit, each new account will be required to pay a non-refundable processing fee.  Additional fees are required fro same day service and services left on by request.  Contact Customer Service. How do I open a Commercial Account with the County? Commercial customers wishing to establish water and/or sewer service with Polk County Utilities are required to visit the office located at 1011 Jim Keene Blvd Winter Haven, FL 33880.  A commercial application for service must be completed and signed by the responsible party for the account. Deposit amounts are determined by previous history of the service address and/or up to 2.5 times an average billing for a same type business. After the deposit amount is determined, commercial customer deposits can only be accepted at the office located at 1011 Jim Keene Blvd Winter Haven, FL 33880. Polk County Utilities reserves the right to verify the requested initiation date by requiring a notarized copy of the business customer's lease and/or the business customer's electric start date. In addition to the deposit, each commercial account will be required to pay a non-refundable processing fee.  Additional fees are required for same day service and services left on by request. Contact Customer Service. What type of Payment Options do I have to Pay my Utility Bill? Polk County Utilities accepts payments made through Automatic Bank Drafting, through the Internet, through the IVR(interactive voice response) by dialing (863) 298-4100 and simply following the prompts, payments mailed to Polk County Utilities' post office box, and payments made in person at any of our conveniently located offices.  A Drop box is also available at each office.  Polk County Utilities offers Visa, MasterCard, and American Express in addition to cash or check as payment methods.  Contact Customer Service for additional payment method information. What is a Rain Sensor A rain sensor is a device or switch that will override the set irrigation cycle of an automatic timer sprinkler system when adequate rainfall has occurred.   Florida Statutes 373.62 requires installation , maintenance, and operation of such a device by any person who purchases and installs an underground automatic lawn sprinkler system after May 1, 1991.  Contact Customer Service for information concerning rain sensors. What is a CCR? The Consumer Confidence Report is an annual water quality report of your primary drinking water supply sent to our customers by July 1 of each year.  The CCR is required by the United States Environmental Protection Agency to explain the naturally occurring and man-made contaminants that may be present in the source water.  Please contact Customer Service for the most recent copy of your CCR. What is Cross-Connection Control? A cross-connection refers to an actual or potential connection between a potable water supply and a non-potable water supply source, such as water from a private well, an irrigation system, reclaimed water, water from a swimming pool, industrial or residential wastewater, etc.  Back siphonage results from negative or reduced pressure in the water supply system.  All public water providers in the State of Florida are required by Chapter 555 of the Florida Statutes to have a Cross Connection Control Program.  Polk County Utilities implements its cross-connection control program through the enforcement of its Technical Standards and the inspection of cross connection control assemblies in the field.  What is a Cross-Connection Control Assembly? A Cross Connection Control Assembly, sometimes incorrectly called a back-flow preventer, is an approved gravity regulating (air gap) or mechanical (series of valves) assembly that prevents non-potable water from entering a potable water source is installed to maintain adequate supply pressure and prevent cross-contamination.  Polk County Utilities requires, as a minimum, the installation of a cross connection control assembly when reclaimed water is connected to your irrigation system. How do I Terminate Utility Services with the County? Polk County Utilities requires request for termination of service to be submitted in written form.  This may be accomplished by faxing your written request to (863) 298-4111; by mailing your written request to P.O. Box 2019, Bartow, FL 33831; or by coming into one of Polk County Utilities' conveniently located offices and completing a 'Request for Termination of Service' form.  You may also contact Customer Service at (863) 298-4100 to see if you are eligible to terminate by telephone.  Polk County Utilities will read your water meter on the date you request your service to be terminated, generate your final charges, and apply your deposit to your final account balance.  Your final bill and/or refund will be mailed to the forwarding address that you indicate on your request for termination of service. Contact Customer Service

Capital Projects

What is a Community Investment Program?  It is a multi-year construction program that is responsible for replacing water and wastewater infrastructure capacity previously utilized by previously connected customers.  It is primarily funded by the collection of water and wastewater connection fees.  Polk County Utilities utilizes a 5 year Community Investment Program. Contact the Capital Projects Section.

 

Technical Services

What is Florida -Friendly Landscaping?  A Florida-Friendly yard contains not just drought tolerant plants, but those suited to our unique and diverse Florida landscapes – from wetlands to xeric uplands.  It includes native vegetation and suitable non-native trees, shrubs and groundcovers that will require minimal maintenance when planted in accordance with appropriate soil, light, and moisture conditions. By using best management practices in maintaining your Florida-Friendly yard, you can conserve water and reduce pollution of our water resources.  Be sure to visit our Florida- Friendly Garden at our Utilities Administration Building What is an ERC? An "Equivalent Residential Connection" is used for the purpose of calculating and imposing water capacity demand charges for a service connection and for calculating average daily water flow.  1 water ERC = 360 GPD (gallons per day) and 1 wastewater ERC = 270 GPD (gallons per day). Contact the Development Section. What is a Connection Fee? A monetary charge that is assessed and designated for the replacement of waste and wastewater infrastructure capacity. Fees are for residential and non-residential based on an ERC value, size of the water meter, water and wastewater deposits and a new account fee. Contact the Development Coordination Section. What is Groundwater? Groundwater is water that is stored under the ground within sand, clay, and limestone rock layers (formations).  The primary source of drinking water in Polk County comes from groundwater. What is an Aquifer? A water bearing formation of sufficient quantities and qualities which is withdrawn from the ground as a well (pumped) or spring (flowing) to supply (potable) drinking water.   In Polk County, the Upper Floridian Aquifer is our primary drinking water source.   Shallow aquifers may also supply drinking water to on-site private wells.

  

Operations

What is a Water Treatment Plant? A facility that collects, processes, and distributes (potable) drinking water through a distribution system for public use.  Polk County Utilities operates and maintains 45 water treatment plants. What is a Wastewater Treatment Plant? A facility that collects and processes wastewater from residential, industrial, and commercial customers.  Reclaimed water is also processed here and distributed through a series of reclaimed water mains for irrigation.  Polk County Utilities operates and maintains 11 wastewater treatment  plants. What is a Force Main? A pipe that transports wastewater under pressure from a lift station to the wastewater treatment facility. What is a Lift-Station? The primary collection facility for wastewater within the gravity flow portion of a wastewater collection system.  Mechanical pumps feed the wastewater through force mains to the wastewater treatment facility for processing. What is Sludge? Solid biological particles removed during the wastewater settling and biological aeration process.   Sludge may be hauled away to an approved land disposal site or land applied to fields by spray irrigation in accordance with FDEP requirements.