FAQ’s

BILLING

  • What is the difference between annual and seasonal?

    • Annual
      • Definition – An account is considered annual when it stays on year-round or (if requested in writing by the customer) if it disconnects from the water system for no more than three months annually for at least 2 years in a row.
      • Billing Schedule – Annual accounts are billed quarterly.
      • Minimum Bill – All annual accounts will receive a minimum quarterly bill which includes up to the first 300 cubic feet (CF) of water use (about 25 gallons per day). The minimum bill amount starts at $37.54 for a standard residential 5/8” meter. Larger meters will be subject to a higher minimum bill. Please see our Rate Schedules page for a full listing.
      • Rate Schedule – For annual customers using more than 300CF, the additional consumption will be billed based on tiers. For a full breakdown of our rate tiers, please see our Rate Schedules page.
    • Seasonal
      • Definition – An account is considered seasonal when it disconnects from the water system for three months or more annually for at least 2 years in a row.
      • Billing Schedule – A minimum seasonal bill will be issued when an account connects to the water system for the season. At the end of the season, when an account is disconnected from the water system, any water usage more than the seasonal minimum allowance of 600CF will receive an end of season bill for the overage. The exact dates of these invoices is determined in part by the connect/disconnect dates chosen by the customer/development. High use customers (commercial and those with irrigation systems) can elect to receive an additional midseason bill to help mitigate the financial impact of the end of season bill.
      • Minimum Bill – All seasonal accounts will receive a minimum water bill at the beginning of the season when the account is connected to the water system. The minimum bill amount starts at $179.38 for a standard residential 5/8” meter. This includes a $60.00 seasonal fee (see below) and a minimum consumption amount (for 600 CF) of $119.38. Larger meters will be subject to a higher minimum bill. Please see our Rate Schedules page for a full listing.
      • Rate Schedule – After disconnecting at the end of the season, customers who use more than 600CF will receive an end of season bill. This bill will be tier-based. For a full breakdown of our rate tiers, please see out Rate Schedules page.
  • What is this fee I was charged?

    • Transfer Fee – An administrative charge of $10.00 will be issued for any customer taking over a water account. This includes changes of ownership or transfers to/from a tenant.
    • Seasonal Fee – Any account that disconnects from the water system annually will be issued a $60.00 seasonal fee.  This fee is to cover administrative costs to process seasonal connection/disconnection, testing and storing of the water meter, and the setting/removal of the meter by a KK&W service technician. There is no fee waiver  if a customer elects to remove the meter themselves or have a plumber complete the work.
    • Late Fees – Invoices not paid in full by the due date, including those with approved payment arrangements, will be subject to late fees. The current late fee rate is 0.968% and is determined annually by the Maine Public Utilities Commission (MPUC).
    • Disconnection Process Fees – Accounts facing disconnection in accordance with MPUC Chapter 660 Guidelines will be subject to one or more  fees as applicable. A trip fee of $20.00 will be assessed when a service technician is dispatched to a property to attempt collection of the past due balance. If the past due balance is not collected, the account will be turned off at the service gate. An additional charge of $22.00 ($42.00 total) will be assessed for accounts that are turned back on during regular business hours. An additional charge of $106.00 ($126.00 total) will be assessed for accounts that are turned back on outside of regular business hours.
  • What is this miscellaneous bill I received?

    • Any costs incurred other than those outlined above will be issued a Jobbing invoice. This can include, but is not limited to, after hours service calls, replacement parts needed to set a meter, and/or labor costs. Due to the variability of these costs, please contact us if you have any specific questions.
  • What payment options do you offer?

    • In Office or Via Mail – We are able to process checks, money orders, or cash payments at our 92 Main Street Buisiness Office in Kennebunk.
    • Online – KK&W partners with Invoice Cloud for the processing of online payments. This can be accessed by clicking “Manage Your Bills” on the homepage of our website, www.kkw.org. Invoice Cloud is able to process payments directly to a checking account, using your bank routing and account numbers, or with a credit/debit card. Please note that all credit and debit card transactions are subject to a minimum fee of $3.95 fee per transaction. Balances over $200.00 will need to be processed as multiple transactions. Because the $200.00 transaction cap for using debit or credit cards, autopay will not process balances over $200.00 for this payment method.
      • Why can’t it find my account? – When looking up your account in Invoice Cloud, you will be asked for two pieces of information, your six-digit account number and your service street name. In this second field enter only the name of your street. Do not enter the street number or the type of street (i.e. road, lane, alley, way, etc.). For example, if your address is 100 Post Road only enter Post in this field.
      • I received an email that my account has been “conveyed”. What does this mean? – The Invoice Cloud portal is only available to current active customers. When an active account transfers, the previous customer’s access is closed out and any active auto-pay settings are cancelled. As a result, final bills are not available for payment online.
    • Autopay – Our online processor Invoice Cloud does offer an autopay options for interested customers. Please see Online payment above.
    • Fire Protection Accounts Or Jobbing Invoices – Fire protection accounts and jobbing invoices are not currently available to pay through our website. Payments must be made via check, money order, or cash and either via mail or in our business office.

WATER ISSUES

  • Is the problem with my water internal plumbing or the water supply?

    • Occurs In Hot AND Cold Water Lines AND Multiple Fixtures – Water quality issues present in multiple fixtures and in both the hot and cold water lines, this can indicate an external issue related to your water service line or to our distribution system. Please contact us and we will be happy to investigate further.
    • Occurs ONLY In Hot OR Cold Water Lines OR From One Fixture – This is often indicative of an internal plumbing issue. Clogged aerator screens can reduce fixture pressure. Quality issues, such as brown or yellowish colored water, that present in only the hot water lines can be indicative of problems with a hot water heater/tank.  On a related note, ALL hot water tanks should be periodically flushed (at least annually).
  • What’s wrong with my water?

    • “Milky” Water – Water that appears white or “milky” is caused by air in the pipes. The “white” is actually tiny air bubbles in the water. If you fill a glass and let it sit, you should see the water clear up. This commonly occurs during water main flushing or when service is restored after being turned off. This can often be cleared up by running the COLD water for a little bit to get the residual air out of the pipes.
    • Brown or Yellowish Water – This is another common occurrence during main flushing or when water service is being restored. Tiny particles of natural iron sediment can accumulate in certain types of water mains. The high velocity due to flushing or can stir up this sediment. As with the “milky” water, running your COLD water for a brief period (usually less than 5 minutes)  is often sufficient to clear this from your system.
    • Low Pressure – There are a number of issues that can cause internal water pressure to drop. Pressure loss in a single faucet  is often the result of a clogged aerator. Other causes may include corrosion buildup in the water service line and excessive water demand from lawn irrigation systems. External causes could be, but are not limited to, a leaking service line, a nearby water main break, hydrant flushing, or exceptionally heavy customer demand (less common).

SERVICE

  • What is the process for connecting a new service?

    • Customers wishing to connect a new property to the water system will need to submit a completed Application For New Water Service. All meter, SDC impact, and applicable service fees will need to be paid in full prior to having a meter set at the property.
  • How do I transfer a service?

    • Change Of Ownership – Customers selling or purchasing a property are advised to contact our business office at least one week prior to the closing date. This allows sufficient time to schedule a final reading to ensure an accurate transfer of the billing. We will also need confirmation from the buyer or the buyer’s agent (realtor, lawyer, a title company, etc.) of the change before the final billing transfer can take place.
    • Tenant Transfers –It’s the decision of the owner and/or tenant as to whether or not a service will remain in the owner’s name or be transferred to the tenant. As with a property sale, it is advised to contact our business office at least one week prior the transfer to allow us to schedule a final reading. We will need confirmation from the tenant if they are to assume responsibility for the billing. Please note that owners are responsible for any unpaid balances left by a tenant.
  • When can I connect or when do I have to disconnect my seasonal service?

    • Summer Lines – Customers that connect to shallow or surface water lines (aka summer mains) will have limited access to water. The main will generally be turned on by mid-April and shut down around mid-October , depending on the weather. Customers on these lines that wish to have service later in the season can visit our office to sign a waiver and assume responsibility for any and all damage that might occur to that summer line due to a freeze up. As with all seasonal accounts, meters will not be set for the season until requested by the customer. However, when the summer mains are turned off for the season, any remaining meters will be pulled at that time.
    • Regular Water Lines – Seasonal customers on regular deep mains have water available year round. Meter set and removal dates are at the customer’s discretion. Seasonal customers who wish to stay on through a winter or late into the season are advised to consult a plumber to ensure that the service line on the property is deep enough to avoid freezing and that any internal plumbing is insulated and/or heated.
    • Seasonal Communities – There are several seasonal communities in our service area that have limited occupancy availability per town regulations. Please check with your homeowners association for any potential restrictions.