Special Alerts

Oct 03, 2017 : North Carolina Mandatory Drought Restrictions
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Special Alert

North Carolina Mandatory Drought Restrictions

Oct 03, 2017

The North Carolina Drought Management Advisory Council provides a drought monitoring map for North Carolina that shows the current drought classifications for each county.  The map, and associated drought classifications, may be found at: http://www.ncdrought.org/

Due to the recent lack of rainfall combined with high water usage for irrigation purposes the wells serving your community may have difficulty meeting the demand for water in your area. 

In May 2008, an Order was issued by the North Carolina Utilities Commission outlining mandatory water restrictions that apply to various drought advisories.  Aqua strongly requests that you immediately adhere to the mandatory water restrictions as dictated by the North Carolina Utilities Commission, which may be viewed in full on the Commission web site at: http://www.ncuc.net/industries/water/WaterRestrictions.html

Please help us with this urgent matter so the community wells in your neighborhood can continue to provide essential water.  

Aqua appreciates your cooperation in this effort to conserve water.

Sep 29, 2017 : Update for NC Customers on Aqua's Stonehenge system
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Special Alert

Update for NC Customers on Aqua's Stonehenge system

Sep 29, 2017

September 29, 2017

To our Aqua North Carolina Customers:

I want to provide you with an update about the ongoing system pressure issues affecting the Stonehenge, Wildwood Green and Stillwater Landing communities.

Due to a significant reduction in water pressure in your neighborhood earlier this week, Aqua instituted a water restriction for all non-essential use and worked with the City of Raleigh on a temporary water connection to ensure increased water pressure to your community until the pressure issues are resolved.

Our recent communications to you have pointed to high irrigation use and a lack of recent rainfall as primary causes for this issue. Once we met the immediate goal of restoring adequate water pressure, we began to fully examine causes for the pressure issue. We are aggressively researching system and geology data to determine if other factors may be contributing to the lack of pressure.

Based on our research thus far, we discovered that three of our higher producing wells serving your community suffered a sudden reduction in flow. When this occurred, our wells began pumping for longer durations to attempt to keep up with customer demand. Once the wells could not keep up with demand, system pressures dropped further and customers began to see low or no pressure.

At this point, we have not definitively determined the cause of the pressure reduction, and are investigating the source of the decline in well flow. Beginning Monday, October 2, you may see contractors and equipment in your community with experts in the fields of well construction and hydrogeology onsite working to find the cause and helping to outline a permanent solution. We’re committed to getting to the bottom of this, and to sharing the information with you.

In the meantime, your community continues to be under a system pressure advisory due to the drop in pressure that occurred earlier this week. Because your service was interrupted, the North Carolina Division of Water Resources suggests that you boil water used for human consumption for one to two minutes before use. This includes water used for drinking, cooking, making ice, and brushing teeth. This does not mean that the water is contaminated. It is simply a precautionary measure. We have collected special water samples and sent them to a drinking water laboratory for tests. As soon as we receive clean test results, we will contact you again to lift this advisory.

In addition, Aqua is continuing to request that you completely restrict all non-essential water use until further notice. Customers should limit all:

  • Spray irrigation (lawn sprinklers)
  • Car washing
  • Filling or topping off swimming pools
  • Any handheld hose watering of flowers, shrubs, trees and vegetable gardens during the hours of 8 a.m. to 8 p.m.

We greatly appreciate your cooperation with this important request.

In closing, I want to offer you a formal apology for the inconvenience that this issue has caused and let you know that I understand your frustration. We will continue to keep you updated throughout this process and commit to keeping you fully informed about what we know, what actions we are taking, and ultimately, our resolution.

Thank you,

Shannon Becker
Aqua North Carolina

  • People Served
  • Water Connections
  • Wastewater Connections
  • Water Treatment Facilities
  • Wastewater Treatment Facilities
  • Wells
  • Miles of Main
  • Public Water Systems (PWSIDs)
  • Employees

North Carolina Service Territory

Learn more about GenX: GenX Information 

Learn more about lead and drinking water: Lead Fact Sheet

Learn why Aqua flushes a water system: Flushing Fact Sheet

Cold weather advisory: Preventing frozen pipes this winter.

For any questions or concerns relating to customer service, please call 877.987.2782

Aqua North Carolina serves more than 250,000 residents in 52 counties.

Communities in the following counties: Alamance, Alexander, Alleghany, Ashe, Avery, Buncombe, Burke, Cabarrus, Carteret, Caswell, Catawba, Chatham, Cumberland, Davidson, Davie, Durham, Forsyth, Franklin, Gaston, Gran­ville, Guilford, Henderson, Hoke, Iredell, Johnston, Lincoln, McDowell, Mecklenburg, Mitchell, Moore, Nash, New Hanover, Northampton, Onslow, Orange, Pender, Person, Polk, Randolph, Rockingham, Rowan, Rutherford, Stokes, Surry, Transylvania, Union, Vance, Wake, Warren, Watauga, Yadkin and Yancey.

Water Sources: Consolidated rock wells (more than 1,600) and aquifers. The Fayetteville area is served by the Black Creek Aquifer and the Wilmington area is served, in part, by the Castle Hayne Aquifer. In addition, Aqua North Carolina, purchases water from other utilities to resell to its customers.

Leadership Team

Shannon Becker

Moses Thompson
Director of Operations

Robert Krueger
Central Area Manager

Joel Mingus
Coastal Area Manager

Laurie Ison
Western Area Manager

Business Development Water and Wastewater

C. Ruffin Poole, CRPoole@AquaAmerica.com, 919.653.6967

Regulatory Agencies 

Frequently Asked Questions

Have a question about our North Carolina operations? We’ve compiled some frequently asked questions to help you learn about issues specific to your state such as hard water and drought. If you have a question not addressed here, you can reach us via the link at the bottom of this page. 

Why is my water discolored, and what is Aqua doing to fix it?

  • Please refer to this document, which discusses naturally occuring minerals in the groundwater.

Why is my water hard? 

  • Hardness is often a characteristic of groundwater and occurs naturally.
  • As the water travels through the ground and enters the aquifer, minerals such as calcium and magnesium that are present in the bedrock dissolve into the water supply. 
  • These minerals that leach into the water give the water what is commonly called “hard” water. Other minerals that can cause hardness and discoloration issues are caused by iron and manganese.

 What can I do to soften my water? 

  • Minerals often build up in home hot water heaters. The higher the temperature, the more likely these minerals are to build up in your hot water heater.
  • Reduce the temperature of your hot water heater.
  • Flush your hot water heater regularly.
  • Purchase an in-home water softener.  

How can I stop the staining that comes from my hard water? 

  • A product called Red B-Gone can be purchased from some local plumbing supply stores.  

Why does my water smell like rotten eggs? 

  • Sulfates are a naturally occurring mineral in some areas of North Carolina.
  • By themselves, sulfates are not a problem.
  • However, when non-harmful, sulfur-reducing bacteria — which are also naturally present in the water — feed on the sulfates, it gives an odor to the water that is often said to smell like rotten eggs.

What is the drought status? 

  • In most cases, we have enough supply for reasonable use. However, some customers do not use water reasonably.
  • The mandatory restrictions that impact all customers were mandated by the North Carolina Utilities Commission (NCUC). 

How do you handle drought violators? 

  • The NCUC has charged Aqua with policing violators. If an Aqua employee witnesses a violation in the regular course of our business, we will engage the customer to make them aware of their action. Aqua will then send the customer a letter that gets copied to the NCUC. The letter informs the customer that if we witness the violation a second time, Aqua will ask the NCUC to allow us to turn off their service. 

What are you doing to find more water sources?

  • In most cases, we have adequate supply for reasonable demand according to the Department of Environmental Health, which equates to 400 gallons per day for a 12-hour day. 

Who’s responsible for the maintenance of grinder pumps?

  • In most cases, Aqua owns and maintains your grinder pump.
  • You can help keep costs down by not putting things like grease, dental floss, kitty litter, etc., into sinks, toilets and drains.

North Carolina Leak Adjustment Form

Download the North Carolina Leak Adjustment Form