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Precautionary Boil Water Notices – Frequently Asked Questions
Click here to read the Q&A PDF
Why is NMB Water returning to quarterly billing?
In 2018, NMB Water transitioned from quarterly to monthly billing as requested bycustomers and in hopes of simplifying bill paying. We were mistaken, and we are workingquickly to return to quarterly billing for the convenience of our customers. NMB Watercustomers will again be billed quarterly starting in January 2020.
Who is affected by the change?
Only single-family home customers will see a change in billing frequency. Multi-family andbusiness customers have and will continue to be billed monthly as is customary.
Why will customers see a fee increase with the return to quarterly billing?
Quarterly billing results in reduced revenue stability due to less ‘fixed rate’ revenue recovery. As a result, an 18.5% increase in usage charges is needed in the first year (2020) to make up for the reduced revenue. Following the 18.5% increase in year one, NMB Water customers will see 4.5% rate increases in years 2-5. These increases are needed to secure bond financing and to complete capital improvements projects.
What capital improvements projects will be covered by the increases and why do we need them?
Approximately $106M in capital improvements are planned from 2020 to 2025. Improvements include, but are not limited to, expansions, repairs or upgrades of water mains, pumps, and electrical systems. These improvements are needed to continue to ensure that we can provide dependable service that surpasses all standards.
Why have I received “erroneous” bills?
We understand that because of the recent changes some customers received irregularbills. Our customers should contact NMB Water immediately if they think their bill isincorrect. We thank all our customers for expressing their concerns and preferences andapologize for any confusion the recent changes in bill frequency may have caused. Forassistance, customers may call 305-NMB-WATER.
Why do customers residing outside of North Miami Beach pay a surcharge for NMB Water service?
Customers who reside outside North Miami Beach pay a 25% surcharge allowed by state law that makes it possible for NMB Water to serve more than 130,000 customers in other municipalities. This surcharge helps us maintain and improve our operations to provide services that surpasses all standards to a growing number of customers.
Why is the City of Miami Gardens, though not its residents, exempt from the surcharge?
NMB Water waived the surcharge for the City of Miami Gardens as part of the City of North Miami Beach’s efforts to resolve a legal dispute and to be a good municipal neighbor. This waiver applies only to Miami Gardens’ municipal utility bills.
Please click here to access a downloadable PDF application for the NMB Water We Care To Share program.
You can establish an account by placing a deposit with us at North Miami Beach City Hall, Customer Service, 17011 NE 19th Avenue, in the lobby.
Monday - Friday
8:00 a.m. - 5:00 p.m.
If you call in advance, they can give you the exact amount of the deposit required. Their number is 305-948-2960. They ask that you provide proof of ownership or a copy of a valid lease. They are pleased to initiate service for you the same day if we receive the deposit by 3 p.m.
To terminate your water service, call Customer Service at 305-948-2960 to request the date you wish your service to be discontinued. Next day service is available Monday through Wednesday.
Terminating your water service includes our getting a final meter reading, credit of your initial deposit to your final bill, and mailing a final bill to your forwarding address. If any refund is due, a check will be included with your final bill.
Residents have several payment options, to learn more check out the Payment page.
If your water service is terminated due to delinquent payment, the delinquent amount and any turn-off, and turn-on fees will have to be paid before water service is established again. In order to provide same day turn on, your payment must be received by 3 p.m.
Please call Customer Service at 305-948-2960 to request a turn-on, and to notify that your payment has been made.
Monday - Friday
Call Customer Service at 305-948-2960 with any questions you may have about your utility bill.
8:00 a.m. - 5:00 p.m.
From time to time, your water bill is estimated. Usually, the reason is because the meter reader could not access your meter. Perhaps the fence was locked, a dog prevented access, or the meter was obstructed. If your bill is estimated, please call Customer Service at 305-948-2960 to make arrangements for your meter reading.
Our staff will take your information and someone will be dispatched to your home or business to investigate the situation. If the problem is determined to be inside your plumbing system, you have the option to hire your own plumber to clear the line or utilize our crew for a nominal fee ($100 during business hours and $150 for after-hours, nights, weekends and holidays).
8 a.m. - 5 p.m.
Emergencies may be reported at: 305-652-6460
View our 2016 Water Quality Report, which was produced and printed in 2017. Data in the report was collected from water samples taken between January 1, 2016, and December 31, 2016.
1. Will all NMB Water customers receive monthly bills?
Yes. Only residential NMB Water customers will need to be converted receive monthly bills.
2. Do more frequent bills mean that I will be paying more for my water?
No. You will not be paying more because you receive monthly bills. Instead of paying your bill every three months, you will pay for the water you each month.
3. Will my water bill look different?
No. Your water bill will look the same. The only difference is your bill will reflect one month of usage instead of three. The bill will still contain water charges and related fees for your actual usage.
4. I will need to make payments more often and use more postage. How can I save time and money?
Yes. Payment is required monthly but should be lower than quarterly bills. You can save time by paying your bill through the web portal at NMBWater.com and sign up for recurring payment.
5. Do I have the same amount of time to pay my bill before it becomes past due?
Yes. Now that you are on a monthly billing cycle, your bills will be smaller every month, but you still have 20 days to pay the bill before it is considered past due.
6. Will the monthly bills be due on the same day each month?
Yes. The monthly bills will be mailed out by the 3rd and are due by the 23rd of the month. If the 23rd falls on a Saturday, Sunday or holiday the due date is the next business day.
7. Are there benefits to receiving bills monthly instead of quarterly?
Yes, there are several benefits to monthly billing. Monthly bills provide customers with more frequent and timely information about their water use. This can assist NMB Water customers with more efficient household budgeting, less fluctuation in billing amounts especially after periods of heavy use, and ability to detect possible water leaks quickly. By noticing that water use is higher than average, customers can detect potential problems quickly and eliminate costly bills.
8. Why do I see a previous balance on my account when I paid my bill on the 30th?
Due to printing and mail time, NMB Water has to process the bills on or after the 25th of the month; which is why payments made after the 25th of the month may not be reflected in the total due.
9. May I have an extension to pay my first monthly bill, so that I may adjust my budget?
If you desire, you will be able to postpone your first monthly bill payment until December 31, 2018, with no penalty.
1. What are chloramines?
Chloramines are a disinfectant used in drinking water to inactivate bacteria and viruses.
2. What is free chlorine?
Free chlorine is a stronger disinfectant than chloramines, which may be used to inactivate slightly more resistant bacteria and viruses that may be found in the water distribution system.
3. Is free chlorine and chloraminated water safe?
Yes, both are safe for people and animals to drink, for cooking and bathing, watering the garden, and for all other common uses. However, precautions must be taken to remove or neutralize chloramines and free chlorine during the kidney dialysis process, in the preparation of water for fish tanks and ponds, and for businesses requiring highly-processed water.
4. Why are free chlorine and chloramines harmful for dialysis patients?
Both free chlorine and chloramines may harm kidney dialysis patients during the dialysis process if they are not removed from water before passing into the bloodstream. Like everyone else, dialysis patients may drink water treated with either free chlorine or chloramines because the digestive process neutralizes these chemicals before they can enter the bloodstream.
5. How can I remove chlorine from my water?
Chlorine can be removed by boiling water, adding a bit of lemon juice, or filling a container with water and leaving it to vent.
6. Will pool owners need to treat water differently?
Pool owners must maintain the same chlorine level in water treated with either free chlorine or chloramines to prevent algae and bacterial growth. Pool supply stores can provide pool owners with more information.
7. What does “hydrant flushing” mean?
NMB Water will draw the chlorinated water through fire hydrants for several days. The flushing also allows sediments/minerals that have collected in the water mains to be washed out. Additionally, the flushing process is part of NMB Water’s annual hydrant maintenance program.
8. Will I see a drop in water pressure during the hydrant flushing?
Most customers will not see a drop in water pressure. If a change in pressure does occur, it usually lasts for only 30 minutes or less.
9. Will hydrant flushing in my area cause cloudiness or sediment in my water?
The flushing process can stir up sediments and minerals in water mains, occasionally resulting in some short-term cloudy water conditions. If you encounter such conditions, please flush the water from tap until the cloudiness dissipates.
No; the City is not pursuing “privatization,” instead we are seeking to contract with a company to manage day-to-day operational functions, while the City continues to maintain complete control over the direction, policies, plans, finances and rates associated with the utility. The City is not and has never considered selling the utility. Because the City will continue to own and manage the utility, the Florida Public Service Commission (PSC) will not set any of the rates or policies of NMB Water.
No, just as the City handled contracting Sanitation services in December 2015, we will require any firm to transition every single current hourly employee provided that they pass standard employment screens (e.g. drug, background, physical).
Current salaried management and salaried support staff will be evaluated to determine if they are a good fit within the new organization. Current salaried employees may end up in different roles or positions with the new company or remain with the City. Every effort will be made to have the selected firm retain as many salaried employees as possible.
Regardless of whether the position is hourly or salaried, the City will ensure in contract negotiations that salaries are not cut; additionally, certain salaries may increase as we work to ensure the former employees are at market competitive rates.
Former employees will be offered similar benefits (e.g. medical, dental, etc.) including a 401(k) retirement plan in lieu of their current City pension. A 401(k) is a portable and flexible benefit under the employee’s control.
Absolutely not. The City will continue to provide oversight, leadership and direction of NMB Water from City review/audit staff, NMB Water executive management, the City Manager’s Office, review by the Public Utilities Commission (PUC), and ultimate control by the Mayor/City Council. This includes determination of all current/future water and sewer rates and fees.
Not at all, in fact the purpose of this endeavor is to ensure our valued customers receive better service at the same or better rates. The City’s contract will stipulate superior service requirements and guidelines that the contractor must adhere to as well as industry-standard best practices and performance measurements that will be constantly evaluated by the City to ensure the highest quality customer service experience.
Definitely not, our contractual terms will require stringent daily laboratory testing of drinking water quality to ensure it continues to meet and/or exceeds all regulatory requirements of the Florida Department of Health, Florida Department of Environmental Protection and the United States Environmental Protection Agency.
The City’s Strategic Plan, developed and unanimously adopted in 2014, directed that a comprehensive review of NMB Water was a high priority. Consequently, the City conducted an Operational Assessment. This assessment was conducted by a highly respected independent third party firm, Eisenhardt Group, Inc., not affiliated with any contract operations firms and with a demonstrated track record of recommending either continued municipal operation of utilities or private sector partnerships depending upon the specific situation and conditions.
The results of this assessment were presented to the PUC and City Council in April 2016 and concluded that NMB Water was operating very poorly in relation to our utility peers. Both the assessment and presentations are available. A condition assessment of utility infrastructure also corroborated that NMB Water is in urgent need of improvements in a number of areas, creating significant risk for the City and for our customers.
In order to ensure that we continue to provide safe, reliable water at affordable rates for years to come, a recommendation was made to issue a Request for Qualifications (RFQ) for operational partnership services for NMB Water (including Customer Services). This recommendation was accepted on April 19, 2016, with the passage of Resolution 2016-22. The City used an RFQ method for procurement rather than a Request for Proposal (RFP) method because the primary consideration in the selection was our commitment to attaining the highest standards of quality rather than simply seeking out the low bidder.
RFQ 2016-08 only sought highly qualified firms which demonstrated an outstanding track record of:
Any firm not meeting these standards would have been immediately disqualified.
Yes. please see the opinion from the Executive Director of the Miami-Dade Commission on Ethics and Public Trust Inquiry 17-78 (PDF).
All savings realized from the contract will belong to the City, specifically NMB Water’s two Enterprise Funds resulting in long-term lower rates, than would otherwise occur without resolving the issues identified in the Eisenhardt Group report, for the utility's customers.
The City Commission, based on the Eisenhardt Group report, decided to direct the City Manager to develop a Request for Qualifications to solicit qualifications from qualified parties for a partnership program for the Public Utilities and Customer Service Departments (now collectively termed ‘NMB Water’).
The City's poor performance over several decades is documented in the Eisenhardt Group Operational Assessment Report (PDF).
Unfortunately, that report demonstrated that the City was failing significantly in almost every single facet of the operation. The City does not have the requisite resources and qualified managers and employees to achieve success. For a specific discussion of the City’s options and the consultant’s ultimate recommendation, please refer to pages 121-133 of the Eisenhardt Group Operational Assessment Report (PDF).
Section 287.055, Florida Statutes, the “Consultants’ Competitive Negotiation Act” (“CCNA”), governs the procurement process. Specifically, subsection (5) Competitive Negotiation, governs the negotiation process requiring that negotiation with the 2nd ranked firm can only occur if the City is unable to negotiate a satisfactory contract with the 1st ranked firm and those negotiations are terminated.
Yes; the City complied with all notice requirements. Please refer to the discussion of the procurement process starting at approximately the 18 minute mark during the April 3, 2017 Special Meeting Presentation or view the City Commission PowerPoint presentation (PDF).
All proposers were allowed equal access to a CONSIDERABLE volume of data regarding the current status of the Utility. All Requests for Additional Information (RAIs) and public records requests from the proposers were fully responded to and the information was shared with all proposers. It's important to note that this solicitation was concerned with qualifications and not with a price bid, so the focus was on demonstrable qualifications exhibited in other municipal utility operation contracts. None of the proposers were given a tour of the facility during the solicitation.
NMB Water is committed to providing the absolute finest utility service for ALL of our regional utility customers; we believe that this necessary operational transition will aid us in achieving that goal. Information will be frequently updated at the NMBWater website. If you have any additional questions, please contact us at 305-957-3657 or Email NMB Water.
Restrictions apply to all sources of water for irrigation including wells, canals, ponds and lakes. Landscape irrigation using reclaimed water is not restricted.
Residential and commercial water restrictions are mandatory and are enforced by South Florida Water Management District staff, local governments and law enforcement agencies. Residential fines vary by municipality, but typically range from $25 to $125 for a first offense. Civil penalties for violations of restrictions by District permittee's and commercial users begin at $1,500 and can increase depending on the severity of the violation.
Car, boat and other vehicle washing is allowed. Always attach an adjustable spray or trigger nozzle to the hose and wash vehicles over a non-paved, grassy or porous area.
Using a watering can or hand-watering with a hose and attached adjustable spray or trigger nozzle is allowed.
Drip, bubble and micro-jet systems that apply water directly to root plant zones may be used anytime. Any low-volume system should not produce water runoff.
Landscape irrigation systems may be operated once a week during restricted days and/or times for cleaning, maintenance and repair if an attendant is on-site in the area being tested. Testing should not exceed 10 minutes per zone.
Violations of water restrictions may be reported to local law enforcement or city/county zoning and code enforcement agencies. Both have the authority to issue warnings and citations that can lead to fines. If you choose to notify your local law enforcement agency, please call their non-emergency number.
Variances from restrictions that may allow you to change your watering days and/or times can be applied for through the South Florida Water Management District. The application form and instructions are available at South Florida Water Management District. Applications will be reviewed by South Florida Water Management District staff, and approval or denial is based on criteria listed in the Water Shortage Plan Rule. Water restrictions must be observed while a variance application is under consideration. For more information call 800-662-8876.
Please click here to access a downloadable PDF for the NMB Payment Plan