FAQs • Canandaigua, NY • CivicEngage

Leaks – If there is water in my front yard or the street?: If you see water accumulating in your yard or the street that does not appear to be accumulated rain water, call the water plant at 396-5064, or 911 after hours. We will send a water technician to determine if the water is naturally accumulating or the result of a water main leak. As long as the leak is not on private property, the city will repair the leak.

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Water Supply

1. I have a question about my water bill. Who should I call?: Please start by calling City Hall. Call 585-337-2175 for the billing clerk.

2. What do I do with backflow reports?: Backflow reports can be Email to Jason Marsh or contact Jason Marsh at 585-337-2150.

3. Is water my expensive?: Not at all. The City of Canandaigua charges less than $4 per 1000 gallons of water. The water in a 10 minute shower, approximately 15 gallons, cost you less than six cents.

4. What is the Distribution System?: The Water Distribution department is responsible for the delivery of safe drinking with minimal interruptions. The goal of the water distribution program is to ensure that the water produced by the Water Treatment Plant is delivered to all City water customers without interruption, at appropriate pressure and is accurately measured for billing purposes. The City's water distribution system consists of 56 miles of water lines, 365 fire hydrants and approximately 500 gate valves. Distribution pressures range from 60 to 130 psi.

5. Leaks – If there is water in my front yard or the street?: If you see water accumulating in your yard or the street that does not appear to be accumulated rain water, call the water plant at 396-5064, or 911 after hours. We will send a water technician to determine if the water is naturally accumulating or the result of a water main leak. As long as the leak is not on private property, the city will repair the leak.

6. Where does my water come from?: All water provided to residents in the City of Canandaigua comes from Canandaigua Lake.

7. What is my water’s hardness?: Water hardness is a measure of the mineral content of water and is primarily composed of calcium and magnesium compounds. The City of Canandaigua water is considered moderately hard, containing approximately 130 milligrams per liter or 7.6 grains of hardness.

8. Do I need a water softener?: No. Personal preference may make a water softener preferred, but a water softener isn’t necessary for water with moderate hardness.

9. Is my water fluoridated?: The City of Canandaigua Water Plant treats its water so that there is a low level of fluoride (about 0.7 parts per million) as recommended by the EPA & NYS DOH to improve dental health.

10. Are chloramines used to treat my water?: No. The City of Canandaigua Water Plant does not use chloramines to disinfect its water. The water plant uses chlorine from sodium hypochlorite as its disinfectant.

11. Can I taste or smell chlorine in my water?: Some people are more sensitive than others to the smell or taste of chlorine and may become aware of occasional changes in chlorine levels in their tap water. For example, the taste of chlorine may be more noticeable at times of day when water use is high. This is because the water is reaching you quicker and contains more chlorine than when it has been standing in the pipes. Levels of chlorine may also become more noticeable if we’ve been working on the water mains.

12. Can I remove chlorine from my water?: If you find the taste of chlorine unacceptable, a good solution is to fill a jug of tap water and keep it in the fridge. Not only will the chilled water taste better, it will lose that chlorine smell. You can also remove chlorine from the water by using an activated carbon filter. Be sure to follow the manufacturer’s instructions regarding replacement of the filter as they can become sources of bacterial contamination if left in place too long.

13. Do Hazardous Algae Blooms (HABs) affect my water?: Hazardous Algae blooms are caused by blue-green algae or cyanotoxins are concerns for swimmers. During HAB season (August to October), the water plant tests its raw and finished water for microcystin. The water plant is effective at treating microcystin. Microcystin has never been detected in the water plant’s finished water.

14. Why water is discolored or cloudy?: Occasionally sediment is stirred up in the water mains as the result of a heavy demand (fire fighting, hydrant flushing) or as a result of normal main flushing by the distribution system workers. The water coming out of your tap has been treated and disinfected as usual, but it picked up iron (rust) or sediment along the way to your home or business. We recommend that you run your cold water tap for several minutes until the water clears. If your water does not clear up shortly, contact the water plant at 585-396-5064 to let us know about the problem.

15. There is a pink slime or growth in my toilet or shower. Is this caused by my water?: No. Certain species of airborne bacteria gravitate towards and thrive in a moist environment, such as showers, toilet bowls, sink drains, tiles, and dog dishes. These slimes are naturally occurring and can be unattractive but are generally harmless. The best way to avoid this problem is to keep these surfaces free from the bacterial film through regular cleaning using Lysol or a chlorine-based product.