Frequently Asked Questions

Some repairs or services require access to equipment inside your home.  If you find an orange tag like the one show below, please call us at 508-647-6557. We will schedule a convenient time to perform the necessary service.

With the fixed network meter reading system, we can read most meters daily.  The balance of the water meters are read every month.

The water meter inside the home is wired to a transmitter that is placed on the outside of the home. Natick uses a fixed network to read the majority of the meters.  The remainder of the meters are read by a drive by read system once per month. 

Water usage is billed in units. On the water bill, it says “usage” then a number. That number is the number of units you are being billed for. One unit is 100 Cubic Feet of water, which is equal to 748.1 gallons. Therefore, one billing unit is 748.1 gallons. 

We bill Quarterly or 4 times per year. Each bill will account for three months of usage. Billing is conducted by the Collectors Office at Town Hall. 

Steps to take if you think something is wrong: First, think back. Did you water your lawn and gardens? Was it an exceptionally dry summer? Have you had a running toilet? Did someone leave a hose running or faucet running? As explained, if your water usage moves into the next rate tier the water and sewer per unit increases causing higher than expected water & sewer bills. Second, check the leak detection dial on the water meter. Locate your water meter, on the meter is a red dial or a red triangle. These dials detect small or low flows. If all the water-using devices in your home are off then this dial should not be moving. If the dial is moving, it is possible you have a leak. If you suspect you have a leak please contact a licensed plumber to check the plumbing systems. Third, if you have specific questions about the bill, how it was calculated, past payments, amount due: check Natick My360 (see above) first. This will show your current and past usage. If you still have questions please contact the Collector’s Office at Town Hall: collector@natickma.org or (508)647-6425. Fourth, if you have specific questions about water meter reads or water use history: check Natick My360 (see above) first. This will show your current usage and historical usage. If you still have questions please contact the Natick DPW Water/Sewer Division at water@natickma.org or 508-647-6557. Finally, if you feel you have been billed incorrectly or you feel you should not be responsible for the charges you could file for a water/sewer abatement. The abatement process starts with the Collector’s Office at Town Hall. 

To initiate the Water & Sewer abatement process, please use the water & sewer abatement form or or contact the office at collector@natickma.org or (508)647-6425 to start the process.

Fill out the Final Meter Read form and email it to water@natickma.org. The final meter reading should be conducted close to the sale closing date. The form can be found here:   https://www.natickma.gov/1604/Final-Bill

The water/sewer account is transferred during the real estate transaction’s closing; you should not have to do anything. If you are seeking information on when to expect the first quarterly bill you should contact the collector’s office at: collector@natickma.org

Sewer usage is calculated from the water meter usage. Water use and sewer use are based upon the same reading. Sewer is billed, per unit, higher than water. Natick’s sewer is transported and treated by the Massachusetts Water Resource Authority (MWRA). The costs are substantially higher to clean and treat wastewater than cleaning and treating Natick’s potable water. 

Equivalent Dwelling Unit, if you live in or own a multiple dwelling unit apartment or condominium that shares a water meter the EDU represents the number of dwelling units associated with a single meter. 

Natick uses a tiered billing system. The more water you use, the more per unit the water & sewer will cost. If you use more water during warmer months (i.e. water your lawn) your water bill could be substantially higher because the higher usage is billed at a higher per unit cost. 

The RTS fee is a portion of the fixed costs to operate the Water and Sewer system.  Fixed Costs are not impacted by the amount of water supplied or the amount of wastewater collected. Typical fixed costs are office and management staff salaries, insurance, infrastructure, facilities, treatment systems, etc. 

To divide the fixed costs equitably for residential accounts, the RTS fee is multiplied by the Equivalent Dwelling Unit (EDU).  Using this method, accounts that use a larger portion of the entire system will be charged a higher RTS fee. For example, an apartment building with 100 EDUs will be charged a higher RTS fee than a single family residence (SFR).

The Board of Selectmen set the rates for water & sewer users in the Town of Natick. This is because in addition to being elected to the Board of Selectmen, they also serve as the Water & Sewer Commissioners. 

Natick’s sewer is transported and treated by the Massachusetts Water Resource Authority (MWRA). The costs are substantially higher to clean and treat wastewater than cleaning and treating Natick’s potable water. 

We have teamed up with a vendor to allow customers access to an online portal that they can log into to view many items related to their water usage. You can view current and historical usage, and more. This service is free to access. To gain access please follow this link: https://natickma.gov/1918/Water-Usage

Concerned ratepayers can send correspondence (via phone, e-mail or written letter) to the Board of Selectmen at anytime. They can also appear at any Selectmen’s meeting and be heard under Citizen’s Concerns. How to get a hold of your water & sewer commissioners: Phone: (508) 647-6410 E-Mail: selectmen@natickma.org Letter: Natick Water & Sewer Commissioners 13 East Central Street Natick, MA 01760 Board of Selectmen Meetings Calendar

Natick does allow the use of irrigation meters. Irrigation meters are separate meters, installed by a licensed plumber, that do not add sewer charges for the water used. As the name infers, this is for water that does not enter the municipal sewer system. Irrigation water rates are higher than domestic use rates, but the rates are lower than the combined water & sewer rates. Details on the irrigation meter program may be found at: https://www.natickma.gov/1064/Irrigation-Meter-Information

Natick gets its water from ground water wells located in Natick and Dover. The water is pumped and treated through four individual treatment plants. 

Water in the distribution system can be discolored for multiple reasons. The Water Division conducts water quality hydrant flushing twice a year (Spring/Fall), if there is a fire and a hydrant is used in the neighborhood, if there is a water main break, all these reasons, plus others, could cause discolored water. If in the morning after the seasonal water quality flushing is completed for the area, or if the water main has been repaired and water service restored: please flush your cold water tap, preferably, a tub faucet or outside spigot for 20 minutes. If the water doesn’t run clear after running the cold water, please call the Water Division at 508-647-6557. 

Check for leaks in your basement or yard where the water service line is located. In winter, check for frozen pipes or a frozen meter. Please call the Water Division at 508-647-6557, if this is urgent and after business hours, please contact the Natick Police dispatch at 508-647-9500. I 

Locate your water meter and shut the valve closest to the meter. If the valve cannot be closed or if it is still leaking once the valve is closed, please call the Water Division at 508-647-6557, if this is urgent and after business hours, please contact the Natick Police dispatch at 508-647-9500.