FAQ's

HOW DOES THE PSA READ MY WATER METER?
Almost all of the PSA water meters are on a radio meter reading system, which allows us to read your meter as we drive by your home. A few larger meters are read manually.
HOW DOES RADIO METER READING WORK?
On your water meter’s dial, a register records the number of gallons of water that you use. Attached to the meter’s register is a small transmitter device that is able to send radio signals to our meter readers’ computers. When a PSA meter reader drives by, the computer in our vehicle sends a “wake-up” signal to the transmitter. The transmitter then reads the number of gallons on the meter’s register and transmits a digital radio signal that is sent to the computer along with your meter’s identification number. The computer stores this information in its memory. This all happens within milliseconds without the meter reader ever having to stop. At the end of the day, the meter readings are uploaded into our computer billing system, and we send you a bill for your last month’s usage.
WHAT DO I DO IF I BELIEVE MY BILL TO BE IN ERROR?
You can contact us at (276) 679-1263 from 8:00am to 4:30pm Monday-Friday. Make sure you have your bill when you call. If your reading appears to be higher than normal, it’s best to check for leaks before you call.
WHAT DO I DO IF I BELIEVE I HAVE A LEAK?
Check out the Leaks page. It will show you how to check for leaks and how/when we do bill adjustments.
HOW CAN I GET WATER AND/OR SEWER SERVICE IN MY AREA?

Contact the Executive Director at (276) 679-1263. We can tell you if water and/or sewer is in your area or is anticipated. We can also tell you if another provider (one of the Towns or the City of Norton) provides service in your area. You can make a request that your area obtain service and we can add you to a list of requested service. However, many things impact extensions of service, including, but not limited to:

  • Budget constraints
  • Distance from existing utilities
  • Terrain (especially for sewer)
  • Existing utility capacity
  • Cost recovery ability (how many customers will be able to bay bills to offset the cost of the extension)
  • How many people in a given area want service.

We take all request seriously. In many cases, however, we do not have the ability to extend service in the near future.

HOW DO I END SERVICE IF I’M MOVING OUT OF THE PSA SERVICE AREA?
You can fill out a Termination of Service form and send it to the PSA office or come and fill one out in person. We will terminate service on the requested date and send you a final bill OR the balance of your deposit if it is more than your final bill. The form can be obtained by contacting our office.
HOW DO I TRANSFER SERVICE IF I’M MOVING TO ANOTHER PSA SERVED LOCATION?
You must come in to the office to fill out a new User Agreement. We will send you a final bill for the old location and change your service address to the new location. If you had not paid a deposit on your old location, we will assess one on the new location. If you paid a deposit on your old location but it is less than the current deposit, we will require the difference to be paid into your deposit.
WHAT DO I DO IF MY PRESSURE IS HIGH/LOW?

If your pressure is higher or lower than what you normally see, contact us at (276) 679-1263. If we have multiple calls in area, that is a sign that we need to check our system.

Regarding high pressures, if the pressure at your home is consistently higher than 80 psi (with no water running), it is HIGHLY recommended that you have a pressure reducing valve installed. This will keep pressures to a reasonable level and avoid risks of leaking pipes in your home or water heater relief valve openings. The PSA often has PRV’s in meter boxes to protect our meters. However, these PRV’s cannot be relied upon to protect home plumbing. Customers having PSA service with a PRV in or adjacent to the meter box should have a PRV installed on their side of the meters. This PRV may be located in the yard after our meter or inside/under the home. It should always be installed before any indoor fixtures and installed per building codes.

Regarding low pressures, the PSA is generally required to maintain a minimum main line pressure of 20 psi under normal operation. However, if the pressure at your home is consistently lower than 40 psi (with no water running), you may wish to consider installation of a booster pump.

HOW DO I REPORT AN OUTAGE?
Call us at (276) 679-1263 during office hours or call the Sherriff’s non-emergency number at (276) 328-3756 after hours and on weekends or holidays.
HOW DO I PAY MY BILL?

There are a number of options to pay bills. You may pay your bill:

  • In person at the office
  • By mail
  • By placing your payment in our drop box outside our office
  • Using bank account auto-draft (forms are available by contacting our office or by clicking here)
  • Paying in person at Miner’s Exchange Bank (Wise or Coeburn branches only) or Powell Valley National Bank (Wise branch only)
  • Using our internet-based or phone-based credit card payment option (customers must also pay the credit card convenience fee to use this option)

Click here to go to the Payments page.

CAN I GET AN ADJUSTMENT FOR A POOL FILL UP?
No adjustments are made for pool fill ups. Customers should be aware of the gallons their pool uses and how much it will add to their monthly charges.
WHY IS THERE A CHARGE FOR VDH FEES ON MY BILL?
As a water utility, we are regulated by the Virginia Department of Health’s Office of Drinking Water. VDH assesses each utility a fee based on the number of connections it has. This provides VDH the funds it needs to conduct its regulatory oversight programs. As this cost varies from year to year and is due at the beginning of our fiscal year, we assess this fee across our customer base on one bill a year.