Water and Sewer

Pay your water bill

Online payment

You can pay your water bill online using Visa or Mastercard. You will need the following information:

• Your account number (5 digit customer number on your water bill)
• The amount you wish to pay
• Your credit card

Convenience fee

To pay your water bill online, you will pay 1.75% of the amount owing as a convenience fee.

Telephone or online banking payment

You can pay your water using telephone or internet banking. To pay you will need to:

• Set the Town of Shelburne as the payee
• Enter the 5 digit customer number on your water bill as your account number

In person payment

Bring your bill and payment to Town Hall located at 203 Main St. E. You can pay your water bill in person by cash, cheque or debit. 

You can drop off your payment outside of our regular hours. Place your payment with bill stub in the night deposit box (brass mail slot) located at the employee entrance to Town Hall on Victoria St.

Pay at your bank

You can pay your water bill at your bank. You will need to go into your bank and speak with a teller in order to pay your bill. Make sure to have your bill with you.

Mail your payment

Make your cheque payable to the Town of Shelburne and mail it with your bill stub to:

Town Hall
203 Main St. E.
Shelburne, ON
L9V 3K7

Preauthorized payment

You can pay your water and sewer bill with ease by setting up a pre-authorized payment system. Fill out a pre-authorized payment form and return to the Town of Shelburne.

You may change or cancel your pre-authorized payment information at anytime by filling out change or cancel my pre-authorized payment information.

How is my water and sewer bill calculated?

Billing is sent out every two months and will consist of a fixed base rate and consumption charge for water and sewer. The amount of water that you use is measured by a water meter located at your residence. If a meter reading is unavailable, the invoice will reflect an estimated use based on past usage. The fixed base rate for water and sewer charges apply, even if you don't use any water. These fixed base charges are the minimum monthly charge for a water meter owned and read by the Town.

Water and sewer payment due dates

Your water and sewer payments are due on:

• November 27, 2020
• January 29, 2021
• March 29, 2021
• May 28, 2021
• July 30, 2021
• September 27, 2021
• November 26, 2021

Due dates may be subject to change. 

Water Financial Plan

Watson & Associates Economists Ltd. was retained by the Town of Shelburne for the purposes of establishing user rates for water and sewer and is a requirement in obtaining a municipal drinking water license as per the Safe Drinking Water Act, 2002 (S.D.W.A.). In general, a financial plan requires an in-depth analysis of capital and operating needs.

Please see the Water Financial Plan

Water and sewer user rates

Please see our 2021 water and sewer user rates. Please see bylaw 10-2020 or our 2021 Notice of Water and Sewer Rate Changes pamphlet for more information. 

Water and sewer certificates and statements of accounts

To request a water or sewer certificate, your lawyer must write a letter requesting a certificate.  A fee of $40.00 will be added to the certificate amount, along with calculated usage and base rates, reflecting the day of the real estate closing.

In order to facilitate meter readings/Water certificate requests in this current state of quarantine, please email scanned pdf request letter to: water@shelburne.ca  Meter reading/ Water certificates have a fee of $40.00.  This fee will be included on amount owing on the Water Certificate. The Utility Coordinator will be remotely accessing phone messages and emails.  Preferred communication is email, or leave a message with your inquiry. Joanne Marceau, Utility Coordinator: 519-925-2600 x 231

Thank you for your cooperation and patience.

You can request a Statement of Accounts by email. 

Penalty and interest charges

If any bill, including arrears, is not paid within thirty days after the date mailed, or within thirty days of the date shown on the bill, whichever is later, arrears shall be subject to a late payment charge equal to 1.25%.

Change your address

You need to notify the Town if you change your address. Complete our address change form to update your information with the Town of Shelburne.

Change of ownership

To change ownership, please beware of the following:

• The existing water/sewer account stays with the property
• A water/sewer certificate may be ordered to inform the seller of the outstanding amount.  Once the water sewer certificate amount is paid in full by the seller, it will adjust the bill for the new owner so that when the new bimonthly bill is mailed, the new owner will receive an adjusted bill.  The fee for ordering a water sewer certificate is $40.00 and will be based on the meter reading on closing day please see Water and sewer certificates and statements of accounts
• Final water and sewer bills will not be mailed
• Once the Town receives the confirmation of closing paperwork from the lawyer, the water/sewer account will be updated to the new owner’s name
• New homes will have a new water/sewer account set up as of closing date

Water leaks

Leaks can waste money and water. If you suspect a leak, use your water meter to find it. Common culprits are:

• Toilet flapper valve
• Dripping tap
• Feed to a washing machine or a softener with a pin hole leak

Many of these are silent offenders. Be proactive and check for leaks a few times a year.

Check your meter face for the low flow indicator on the front. If there is no water being used in the house, but the dial is turning that could mean water is being lost through a leak. Utilize the water shut off valve on each appliance to find the leak.

New water meters are equipped with a digital screen. When water is flowing through the water meter a positive (+) sign will display on the digital screen. If this occurs when no water is being used that could mean water is being lost through a leak. Utilize the water shut off valve on each appliance to find the leak.

Flushing / Why is my water discoloured?

Your water may be discolored due to the flushing of watermains which occurs twice annually, in the spring and fall. Flushing watermains will release the buildup of iron and minerals and cause water to change colour.

What can you do?

Customers in the area being cleaned are cautioned to refrain from drawing any water for any purpose until the cleaning of that section of watermain is completed. Put water softeners on bypass to prevent recycling during the process to avoid excessive amounts of iron or manganese through the media filter. Leave off for several hours after the prescribed outage.

When water is restored run a cold water tap in the laundry tub or bath tub for 5 – 10 minutes to clear the water service from the street into your building.

If the hot water is discoloured, it might be time to flush your hot water tank.

Water pressure

Most incidents of poor water pressure are caused by clogged pipes. Please check all shutoff valves (near the meter) to make sure they are fully open. If you suspect low water pressure contact a plumber to investigate. The Town's Water Operator is not a licensed plumber, but can check the water meter to ensure it is not blocked.

Watermain breaks

Watermain breaks may happen if there is external corrosion of the watermain pipe. Fluctuating weather changes may also cause the ground to swell and put undue pressure on weakened mains. Signs to look for are:

• Water pooling or flowing above ground
• Reduced water pressure in your home

If you suspect there is a watermain break in your neighbourhood contact: 519-925-2600 ext. 231 from Monday to Friday from 8:30 a.m. to 4:30 p.m. or 519-938-0124 (after hours)

Frozen water pipes

Frozen water pipes can be a real nuisance and, in some instances, may cause water to stop running to your home. Before you can fix the problem, you need to locate where the pipe is frozen. If the frozen pipe is on your property, it is your responsibility to fix the issue.

Call a plumber to help assess the damage and locate the issue. Alternatively, you can call the Town of Shelburne Water department at:

• 519-925-2600 ext. 231 (Monday to Friday from 8:30 a.m. to 4:30 p.m.)
• 519-938-0124 (after hours)

Review our frozen water service fact sheet for a full list of tips and guidelines to help you deal with frozen water pipes.

Thaw the pipe

If the frozen pipe is located inside, you may be able to thaw the pipe. Turn on the tap closest to the frozen pipe and begin warming the pipe as close to the tap as possible. If you notice any leaks in the pipe, call a plumber immediately.

To thaw pipes correctly they should be warmed slowly and evenly to prevent the pipes from bursting. Try using the following methods to warm your water pipes:

• warm towels
• space heater to warm the room

To prevent pipes bursting avoid using the methods listed below

• Propane heater or open flame (such as a blow torch, candle or lighter)
• Hair dryer
• Heating pad
• Space heater
• Other electric appliance

Save money and water

Try these tips to reduce your water usage and increase water sustainability:

• Sweep your driveway and walkways instead of washing them with water
• Avoid wasting water by positioning sprinkles so they don't spray on driveways and sidewalks
• Water your lawn in the morning or evening
• Don't apply more than 25 mm of water to your lawn per week
• Landscape with plants that are native to the region and can tolerate drought conditions

• Are your toilets losing water?  Please see this instruction on checking for water leaks 

• Ensure your water softener is functioning correctly by checking with the manufacturer’s manual.  Demand initiated regeneration water softeners are the newest technology and only regenerate when needed.  Older softeners may be wasteful of water and salt as they are set to regenerate on a timer regardless of the demand.  Reach out to a local water softener specialist or the company that made your current softener.
• Don't flush garbage down the toilet
• Use high efficiency showerheads and limit shower times to five minutes
• Run dishwashers and washing machines only with full loads
• Use a rain barrel to collect water and use that for flower beds and gardens
• Wash your car with water in a bucket and use a hose with a shut-off nozzle to avoid waste.

For the months of June, July and August if your home address ends with an odd number (1, 3, 5, 7 or 9), you can water your lawn, gardens, trees and shrubs on odd-numbered dates of the month.

If your home address ends with an even number (0, 2, 4, 6 or 8), you can water your lawn, trees, gardens and shrubs on even-numbered dates of the month.

Water reports

We prepare these reports to comply with the Ontario Clean Water Agency. View our Annual Water System Reports for information about water usage and sustainability:

• 2020 Annual Water System Report 
• 2019 Annual Water System Report
• 2018 Annual Water System Report
• 2017 Annual Water System Report
• 2016 Annual Water System Report
• 2015 Annual Water System Report
• 2014 Annual Water System Report

Review our Drinking Water Summary Reports for information about the safety of our drinking water:

• 2020 Drinking Water Summary Report
• 2019 Drinking Water Summary Report
• 2018 Drinking Water Summary Report
• 2017 Drinking Water Summary Report
• 2016 Drinking Water Summary Report
• 2015 Drinking Water Summary Report
• 2014 Drinking Water Summary Report

Waste water treatment reports

Wastewater treatment reports review the facility and operation of the Waste Water Treatment facility located in the Town of Shelburne. Review our reports to see how we perform.

• 2020 Waste Water Treatment System Annual Report
• 2019 Waste Water Treatment System Annual Report
• 2018 Annual Performance Report for Shelburne Wastewater Treatment Plant
• 2017 Performance Report for Shelburne Waste Water Treatment Facility
• 2016 Performance Report for Shelburne Waste Water Treatment Facility 
• 2015 Waste Water Treatment Facility Performance Report

Media releases and notices

Periodically, we will conduct studies and assessments to research into our water quality and sustainability. Check out our media releases and notices to stay informed!

• New proposed water tower construction
• Shelburne has partnered with Service Line Warranties of Canada (SLWC) to offer warranty coverage programs for homeowner’s private service lines (water, sewer and septic) and in-home plumbing repair services. Service Line Warranties - Info

Water operational plan

This Water operational plan for the Town of Shelburne defines and documents the quality and environmental management system for the Shelburne Drinking Water System. The latest update includes the most recently signed commitment and endorsement. As per Safe Drinking Water Act, 2002, the Town of Shelburne shall make the operational plans available for viewing by the public.

Bulk water fill

Hydrant connection is forbidden, unless written permission has been received from the Town Water and Sewer department. Contractors, please complete the temporary use of hydrant application form.

Backflow prevention program

To help protect the safety of the Town's drinking water, all Commercial, Industrial or Multi Residential property owners are responsible to follow the Town of Shelburne’s Back Flow Prevention Program.  

Backflow tests must be conducted by a qualified person annually. Property owners will receive a request letter from the Town to complete a Backflow Prevention test by a qualified person each year in January. All completed tests will be required to be completed by April 15th of each year.

Please see the below list of approved contractors.  If a property owner or property manager hires a contractor from this listing, it is their responsibility to obtain current WSIB Clearance Certificate as well as proof of current Liability Insurance.

A Cross Connection Site Survey will be conducted by Town Staff and will be required every five (5) years or if there has been any changes to the plumbing system.

Please note:  Residential owners will not be affected by this program unless they are zoned as mixed use. 

Please see our Back flow prevention Bylaw for further details.  If you have any questions please call 519-925-2600 extension 231 or by email.

The water meter policy concerns your water meter in your home or building.  The policy explains what belongs to the Town and what belongs to your private plumbing system, how water and sewer is measured, the rules for access by Town staff and how the meter is tested for accuracy.