Special Alerts

Oct 13, 2016 : A Message for Customers in Arran Lakes, NC
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Special Alert

A Message for Customers in Arran Lakes, NC

Oct 13, 2016

This is an important message from Aqua North Carolina to customers in Arran Lakes.


Severe flooding from Hurricane Matthew caused several state roads to wash out, which resulted in water main breaks in your community. Aqua has installed new valves to re-direct water to you, but your water pressure is lower than normal. Please conserve water by only using it for consumption and household use until further notice. In the meantime, we have installed a temporary pressurized water tank to increase water pressure. Your water is clean and safe to use. We’ll continue to update you on our progress. Please call Aqua at 1.877.987.2782 if you have any questions. Thank you for your patience.


  • 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 lead and drinking water: Lead Fact Sheet

Learn why Aqua flushes a water system: Flushing Fact Sheet

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.

View a full list of Aqua's service territories

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

Laurie Ison
Western Area Manager

Donald Williams
Coastal Area Manager

Robert Bonne
Central 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