Water Services Recovery City of Asheville Projects Water Restoration Map (10/24/2024) City of Asheville water treatment plants approximate map of service areas City of Asheville water sampling plan specific to recovering from Helene Boil water notice & water testing frequently asked questions Helene Recovery Water Quality Water Resources lab staff conduct daily testing at the source and throughout the distribution system for total coliform, E. Coli and chlorine. To ensure the safety of customers, Water Resources, with guidance from the EPA and North Carolina DEQ, developed and implemented a water sampling plan specific to recovering from Helene. Most sample stations are taps going right into the water lines. There are 184 sampling stations throughout the distribution system. Under normal conditions, 8-10 stations per day are tested. However, since Helene, there are 35 stations per day on average. Water Resources’ in-house testing is slightly more accurate when the water is clear. As a result, samples are sent to a third-party lab, and the results have a turnaround time of 7-10 days. Due to current conditions created by Helene, Water Resources staff are currently testing for aluminum, iron and manganese daily. Under normal conditions, weekly tests for aluminum, iron and manganese are done at the source and on finished water from a faucet in our lab. Typically, results that indicate elevated levels of iron, manganese and aluminum are extremely rare. To protect human health, the federal government has set primary and secondary maximum contaminant limits (acceptable levels of each) in drinking water Primary Chlorine – 4 ppm (After Helene, both EPA and NCDEQ allowed us to chlorinate initially at 8 ppm, which we did, but we have since dropped it down incrementally to 2.5 ppm) Total coliform – No more than 5 percent of total bacterial tests in a month (we have had zero since Helene) E.Coli – 0.00 (we have had no detections since Helene) Secondary Aluminum – 0.05-0.2 ppm Iron – 0.3 ppm Manganese – 0.05 ppm The primary limits are enforceable. The secondary limits are recommendations for water aesthetics. Federal and state regulators do not enforce them. For example, the levels of iron and manganese in the unfiltered water have slightly exceeded the maximum contaminant levels. Those with medical conditions susceptible to increased levels of aluminum, iron, manganese and chlorine over a long period of time should consult with their doctor. Impacts on water Aluminum produces a cloudy look to the water. Iron is rusty colored and causes a metallic taste in the water, and produces reddish-brown staining on toilets and other appliances. Manganese is black to brown in color, causes a metallic taste in water, and produces yellow staining on toilets and other appliances. The in-reservoir treatment process at North Fork will actually work to reduce levels of iron and manganese. Backflow Assemblies City of Asheville (CoA) water customers may receive a letter regarding a backflow assembly. The CoA water department will be contacting customers who recently installed a well or a water storage tank to inform them of the need to install a backflow assembly. NC Water Warn is working with the CoA and will be testing backflow assemblies that are connected to CoA water lines. Click here for more information on backflow assemblies. Update – November 6 at 11:45 a.m. You can find the presentation from the Buncombe County briefing at this link: County Briefing – Nov. 6, 2024 – Water Department Updates Update – November 4 at 12:04 p.m. You can find the presentation from the Buncombe County briefing at this link: County Briefing – Nov. 4, 2024 – Water Department Updates Update – October 31 at 1:45 p.m. You can find the presentation from the Buncombe County briefing at this link: County Briefing – Oct 31, 2024 – Water Department Updates Update – October 28 at 3 p.m. You can find the presentation from the Buncombe County briefing at this link: County Briefing – Oct 28, 2024 – Water Department Updates Update – October 25 at 3 p.m. You can find the presentation from the Buncombe County briefing at this link: County Briefing – Oct 25, 2024 – Water Department Updates Update – October 23 at 12:56 p.m. Water Service Updates You can find the presentation from the Buncombe County briefing at this link: County Briefing – Oct. 23, 2024 – Water Department Updates. Update – October 21 at 3:09 p.m. Water Service Updates You can find the presentation from the Buncombe County briefing at this link: County Briefing – Oct. 21, 2024 – Water Department Updates Service Restoration Water Resources has restored about 99 percent of water service. Pockets of Town Mountain, including Webb Cove Road, that are served by a 3-inch line that washed out as a result of a landslide over the weekend are still out of water. Water Resources maintenance crews are working on that repair now with a goal of being completed and service is restored by Thursday, October 21. The Eastmoor neighborhood and Bee Tree had returned water service over the weekend. Water Resources appreciates your patience as crews work to repair breaks and leaks as the water system pressurizes. North Fork Treatment Process The surface water of the North Fork reservoir has not cleared up much, if any, since the in-reservoir treatment process concluded late last week. This is likely due to the windy conditions last week while the treatment was being applied. The wind disturbed the surface water, increasing its turbidity. However, the deeper parts of the reservoir have shown signs of significant improvement. Staff are hopeful the turbidity curtains will arrive late this week to help with the second treatment process, which could start as early as next week. The curtains were sourced from Bradenton, Florida, which was hit by two major hurricanes in the span of 13 days. City staff are grateful to our customers for their patience as we navigate the challenges of restarting a water system after the worst natural disaster in the recorded history of Western North Carolina. The City understands that being under a Boil Water Notice is not a perfect solution and look forward to delivering our normally pristine water to all city water customers as soon as possible. Update – October 19 at 9 a.m. Water Service Updates You can find the presentation from the Buncombe County briefing at this link: County Briefing – Oct. 18, 2024 – Water Department Updates Eastern neighborhood service updates The Bee Tree transmission line has been backfilled and pressurized, but a leak was discovered that must be repaired. Water Resources is on site. Homes served by this line are still out of water. Crews from TP Howard have installed a temporary water line that will provide water service, at reduced pressure, to the Eastmoor neighborhood while a permanent repair is made. North Fork Reservoir Treatment Plan Update The first round of treatment to reduce sediment in the reservoir water concluded yesterday at North Fork. Water resources will determine the effectiveness of that treatment to determine if another round is feasible. Reduction of the sediment in the reservoir so that the water plant can begin to treat the water will be a long process. Crews are working 24/7 to restore service to every part of our community. Boil Water Notice in effect until further notice The City of Asheville Water Resources Department has issued a Boil Water Notice for all City of Asheville water customers due to loss of pressure in distribution system pipes and levels of turbidity (particles) in the water. A Boil Water Notice means there is contamination due to impacts from Hurricane Helene including the potential for untreated water in the distribution system from pipe breaks and levels of turbidity that exceed Safe Drinking Water Act standards initially used to restore water pressure. Your water may look cloudy and/or have a chlorine odor. It is REQUIRED for customers to vigorously boil tap water for 1 minute before consuming it. Once laboratory testing of the system confirms the possibility of risk is not present, customers will receive notification that the boil water notice has been lifted via the same method you received this notice. Update – October 16 at 12 p.m. Many thanks to staff in Water Resources and Public Works Departments as well as partners NCDOT and local contractors T&K Utilities, Tanoka, TP Howard and Ed Holmes Surveying. Their heroic efforts are moving us forward every day. Key points from Buncombe County Briefing on 10/16 at 11 a.m. North Asheville and West Asheville began receiving water on Tuesday. Aside from Bee Tree and the Eastmoor neighborhood, North and West Asheville were the last two areas without at least some degree of water service before Tuesday. Bee Tree’s service line will require backfilling for stabilization before it can handle water pressure. Water Resources crews should complete that either late today or first thing tomorrow. The Eastmoor neighborhood is served by a single 6-inch line that Helene washed out. That line crossed the Swannanoa RIver. Personnel and equipment from TP Howard will arrive on site today to begin clearing underbrush and debris. A temporary pipe will be put in place to get the roughly 75 homes back in water service while a permanent fix is made. Homes in the lower elevations of the neighborhood will receive service more quickly and experience higher pressure than homes in higher elevations. Homes in the lower elevations are advised to conserve water to help their neighbors uphill as much as possible. These are very good examples of why there are still very small pockets of the system that don’t have service. Materials for the in-lake treatment process at North Fork arrived Tuesday afternoon. Aluminum sulfate (or alum) is a salt that is very commonly used as a coagulating agent in drinking water treatment processes Caustic soda is also used in this process, to adjust the water’s pH, allowing aluminum sulfate to perform its coagulation Water Resources uses both as part of their normal treatment and filtration process The applicator boat is scheduled to arrive today, with the treatment process set to start either later today (10/16) or tomorrow (10/17). There currently is no timeline for how long it will take the treatment to take effect. On Monday evening, Water Resources issued a Boil Water Notice to call customers, including those served by Mills River. This was done out of an abundance of caution, now that North Fork is online and there are zones, especially along the service boundaries, where water from the two plants can potentially mix. The practical effect for all customers remains the same: Any water intended for consumption (drinking, cooking, brushing teeth) should be boiled for at least one minute beforehand. Update – October 15 at 9 a.m. Downtown began receiving water on Monday, Oct. 14. The service area downtown will expand as pipes are pressurized. Areas of South Asheville in higher elevations also began to get service on Monday. We are *hopeful* North Asheville will start to receive water service beginning today. It is of utmost importance to note: This water is not safe for drinking from the tap. Water must be vigorously boiled for at least one minute before consumption. The water is safe for laundry, showering (do not swallow water while showering), flushing toilets, washing dishes in a dishwasher at 170 degrees, and handwashing for basic hygiene but not for commercial food preparation. Service restoration will continue to move generally westward. On Monday evening (10/14), Water Resources issued a Boil Water Notice to call customers, including those served by Mills River. This was done out of an abundance of caution, now that North Fork is online and there are zones where water from the two plants can potentially mix. The practical effect for all customers remains the same: Any water intended for consumption (drinking, cooking, brushing teeth) should be boiled for at least one minute beforehand. The City of Asheville is not assessing late fees for water bills, sending delinquent notices, creating new bills, or doing any cuts-offs for non-payment at this time. We are still accepting payments online, IVR, and by mail for anyone that is trying to pay an existing bill. Please contact customer service at 828-251-1122 if you have billing concerns. What to do before water service returns: Flip off the breaker to your water heater. Turn off water to your water heater. Turn off hot water under your sinks. Remove aerator (it typically unscrews) on faucets. Turn off the ice maker. Turn off water to your whole house filter, if you have one. What to do when your water service returns Flush your home plumbing by running the bathtub’s cold water faucet. Your water heater may be turned back on once your home’s plumbing has been flushed. It’s safe to flush your toilet after completing steps 1 and 2. Update – October 14 at 3:30 p.m. Pressurizing the distribution system North Fork continues to feed highly chlorinated water into the City of Asheville water distribution system. On Sunday October 13, Water Resources was able to supply water to areas west of Swannanoa. While the damage to the Swannanoa area was more severe than expected, our water maintenance crews were able to get water to the Haw Creek Junction, which is a primary distribution point for the remainder of the system. Preparations have been completed to begin sending water to the Fairview area and to the higher elevation areas of South Asheville that do not have water. Preparations are also in place to begin sending water to downtown and north Asheville. As water begins to return, staff are turning on pump stations to begin to help move water into higher elevation areas. As the system pressurizes, WRD will discover new water line breaks that were previously unknown. Our crews and our utility partners will be on standby to make these repairs as they are discovered. It is important to note: Service restoration will continue to return slowly and incrementally, moving in a generally westward direction. The scale of water restoration includes: A total of 54 unique pressure zones. 1,800 miles of city pipes that must be filled with water and pressurized, which does not include the vast amount of customer pipes that also need to be filled. And finally, there are 37 water storage tanks that need to be filled to properly pressure the system – these storage tanks hold approximately 21 million gallons of water. Flushing the system As our Water Resources Department continues to make progress to restore water, flushing the system will be an important element of recovery. Once water service returns to your residence or business, we are also asking that customers flush their private lines for about 15 minutes. Do this through a bathtub faucet or outdoor faucet. Please make sure you have closed valves to your hot water heater or other appliances such as icemakers. Please remember we are pressurizing the distribution system directly with reservoir water and the water may include sediment. It will be highly chlorinated to provide as much disinfection as possible under the circumstances. Boil Water Notice As the North Fork distribution area returns to service, remember that a Boil Water Notice remains in place: Water must be vigorously boiled for a minimum of one minute before consumption – including drinking, cooking and brushing teeth. In this circumstance, the EPA has certified that the water will be potable after boiling, but is recommending bottled water for consumption, if possible. If bottled water is unavailable, straining the boiled water through a filter after cooling is advisable. Water is safe for laundry, handwashing, washing dishes and showering (be careful not to swallow water while showering). However, you are advised to flush your household lines before using appliances. Update from County Briefing 10/14 Update – October 13 at 4:52 p.m. Water Service Restoration Some customers who are very close to the North Fork Water Treatment facility in Lake Eden and Swannanoa have seen water service return. Water Resources is in the process of expanding service to Haw Creek and parts of Fairview. It is of utmost importance to note: This water is not safe for drinking from the tap. Water must be vigorously boiled for at least one minute before consumption. The water is safe for laundry, showering (do not swallow water while showering), handwashing, washing dishes and flushing toilets. Service will return slowly and incrementally, moving in a generally westward direction from North Fork toward Asheville. The City of Asheville is not assessing late fees for water bills, sending delinquent notices, creating new bills, or doing any cuts-offs for non-payment at this time. We are still accepting payments online, IVR, and by mail for anyone that is trying to pay an existing bill. Please contact customer service at 828-251-1122 if you have billing concerns. What to do before water service returns: Flip off the breaker to your water heater. Turn off water to your water heater. Turn off hot water under your sinks. Remove aerator (it typically unscrews) on faucets. Turn off the ice maker. Turn off water to your whole house filter, if you have one. What to do when your water service returns Flush your home plumbing by running the bathtub’s cold water faucet. Your water heater may be turned back on once your home’s plumbing has been flushed. It’s safe to flush your toilet after completing steps 1 and 2. Update – October 11 at 4 p.m. The Water Resources Department continues to make progress in restoring water service to the city. Water Resources personnel and city contractors are working 24 hours a day to bring water service back to customers. Restoration of service is dependent on two specific factors: The ability to remove sediment from the reservoir water is critical to making our filters effective in treating the water to drinking water quality. The complex process that is necessary to pressurize the pipes in the water distribution system. Because the city is not yet able to fully utilize the North Fork Water Treatment Plan for treatment due to the high levels of sediment in the reservoir water, the decision has been made, in consultation with the EPA, to begin pressurizing the distribution system directly from the reservoir, temporarily bypassing the treatment plant. While the water may include sediment, it will be highly chlorinated to provide as much disinfection as possible under the circumstances. Some customers who are very close to the North Fork Water Treatment facility may see water service beginning today. It is of utmost importance to note: This water is not safe for drinking from the tap. Water must be vigorously boiled for at least one minute before consumption. The water is safe for laundry, showering (do not swallow water while showering), handwashing, washing dishes and flushing toilets. A mandatory Boil Water Notice, which means we have confirmed contaminants in the water, is in effect for customers who receive water from North Fork. A Boil Water Advisory, which means we have not confirmed the presence of contaminants in the water, but have reason to believe they may exist, is in effect for customers who receive water from Mills River. Here is an approximate map of service areas from the City of Asheville water treatment plants. It’s also important to note that service boundaries among our three facilities are not precise. There will be bleed-over, especially in areas close to service boundaries. In each case, please vigorously boil water for a minimum of one minute before consumption. The Boil Water Advisory and Boil Water Notice will be lifted when testing indicates the water is safe to drink. Until that time it is recommended that bottled water is used for drinking, cooking and brushing teeth, or the water is boiled before using for these purposes. As the water lines in the distribution system begin to pressurize, we will become aware of additional damage to those lines. If you see a leak in your area, please report it to customer service: 828-251-1122. You can find the water service update from the Buncombe County Briefing on October 11 at this link – https://youtu.be/ERMsyoxBoEk Preparing your home for return of water service As water begins to restore, and if it looks dirty at your house, you can close the valve to your hot water heater or whole house filter to prevent sediment from accumulating. Remember to open the inlet valve once the water is clear. It is also best to turn the power off to the hot water heater to ensure no damage occurs if you don’t have water but have power. Other household considerations: If visible sediment appears, turn off ice makers and toilets, flush discolored water through a bathtub faucet. Then return toilets and ice makers to service. Water Billing – October 11 at 9:25 a.m. The City of Asheville is not assessing late fees for water bills, sending delinquent notices, creating new bills, or doing any cuts-offs for non-payment at this time. We are still accepting payments online, IVR, and by mail for anyone that is trying to pay an existing bill. Please contact customer service at 828-251-1122 if you have billing concerns. Update October 10 at 10 a.m. T&K Utilities connected North Fork’s 36-inch bypass line to the water distribution system at 1 a.m. Thursday. While that is a major milestone, it is important to note that it does not mean customers will start receiving water. Full system restoration is still potentially weeks away. Contractors continue to make progress on large-scale repairs to primary transmission mains in the water distribution system. This work is sequencing from the source of water, North Fork, out into the system. As water service returns, pressure will fluctuate, and could drop off altogether. Customers may have service that starts and stops. This is normal as a water system ramps up production. As normal production at Mills River continues, service will stabilize. Setting aside enough water for basic sanitation, like flushing toilets, while you have service is advisable. Update from County Briefing 10/10 Update October 9 at 3 p.m. Contractors continue to make progress on large-scale repairs to primary transmission mains in the water distribution system. We are hopeful the 36-inch bypass line at North Fork will be connected to the distribution system Thursday or Friday. This work is sequencing from the source of water, North Fork, out into the system. While that is a major milestone, it is important to note that it does not mean customers will start receiving water. Full system restoration is still potentially weeks away. As water service returns, pressure will fluctuate, and could drop off altogether. Customers may have service that starts and stops. This is normal as a water system ramps up production. As normal production at Mills River continues, service will stabilize. Setting aside enough water for basic sanitation, like flushing toilets, while you have service is advisable. It’s also important to note that service boundaries among our three facilities are not precise. There will be bleed-over, especially in areas close to service boundaries. For those customers who do have water, conservation, aside from basic sanitation needs, is advisable. Images/Videos regarding water system repairs Assistant City Manager Ben Woody spoke at the community briefing today at 11 a.m. Videos and images are available on YouTube. Images from previous briefings are also linked below. 10-9 Briefing County Briefing – OCT 9, 2024 – Water Department Updates 10-7 Briefing County Briefing – OCT 7, 2024 – Water Department Updates 10-4 Briefing County Briefing – OCT 4, 2024 – Water Department Updates On Monday, October 7, Assistant City Manager Ben Woody delivered an update to the public on the status of repairs to the City of Asheville’s water system. A video of that briefing is available on YouTube. View the slides from water system updates in the below folder within 24 hours of the close of each briefing. City of Asheville Water Department Presentations for County Briefings Highlights from the October 7 water system update: Contractors are making tremendous progress on waterline repairs. The North Fork 36-in water bypass main is expected to be substantially complete within the next 72 hours. Reconnection of the bypass is one major step in a series of necessary steps to restoring water service for residents and businesses. The North Fork reservoir continues to be murky. Sediment levels must go down before the water is drawn. Environmental Protection Agency officials are on-site providing resources and technical assistance to treat the reservoir. Water cannot be delivered from reservoirs until distribution systems are repaired. The Mills River Water Plant is operating at normal output. There are still pockets in the Mills River service area that have not received water service. If you currently have water, a boil water advisory remains in effect, and Asheville water officials are asking you to please conserve. Contractors continue to make progress on large-scale repairs to primary transmission mains. The City’s contractors, TP Howard, T&K Utilities, and Tennoca, are working with NCDOT and their contractors to complete critical repairs to the distribution system as damage is identified and materials are sourced. The next water system update is scheduled for the October 9 Buncombe County press briefing at 11:00 a.m. Update on Water System Repairs – October 6, 2024 Materials, equipment & personnel are on the ground at all three water treatment plants. At North Fork, contractors are focusing on rebuilding the 36-inch bypass line that Helene destroyed. That line serves 80 percent of Asheville water customers, most of whom are north of the Blue Ridge Parkway. Complications from debris clogging what remains of the bypass line and then rainfall in the watershed after Helene arose on Friday and Saturday. While progress slowed, work continued. On Sunday morning, contractors were able to install new sections of the bypass line. Those complications are an illustration of the impossibility of providing an accurate timeline for service restoration. Full system operations are still potentially weeks away Damage assessments continue at William DeBruhl treatment plant in Bee Tree, after NCDOT crews cleared the road. Mills River plant, which serves South Asheville, is operating at near-maximum output. Customers who have maintained water service are likely to remain in service.. Customers whose service was disrupted should begin to regain it. It is important to note that a boil water advisory remains in effect for customers whose water service is returning. If you plan to use water for drinking, cooking, or any other form of ingestion (including brushing teeth), please boil it vigorously for a minimum of one minute beforehand. Water straight out of the tap is safe for bathing and washing dishes. As service returns, pressure may fluctuate and/or air may be present in water lines. This could cause initial flow out of the tap to be sporadic. Additionally, customers with water in South Asheville should employ conservation measures that will allow us to expand the service area as much as possible. Conserving water does not mean you should use no water — normal use like flushing toilets and short showers should not cause the system to lose pressure. Large volume activities like filling bathtubs, long showers, watering landscaping, filling swimming pools, and washing vehicles will drastically increase the likelihood of service disruption. Water Resources thanks our customers for their patience while we continue to make progress on rebuilding our catastrophically damaged water system. We've temporarily modified this page of the Asheville City website in order for visitors to more easily access information about Hurricane Helene. View Full Home Page Instead.
