Water and Utilities

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Choose from the list below to find the information you are looking for:

Water Meter Replacement Program

Water Supply

Whitchurch-Stouffville Water Distribution Systems

Water Quality

Water Service - Turn On/Off

Preventing and Thawing Frozen Pipes

Enbridge Gas Distribution

Hydro One (including link to website for hydro outage information)

Bulk Water Supply

Water Supply

The Town of Whitchurch-Stouffville provides potable water to the communities of Stouffville, Ballantrae and Musselman's Lake. The Town of Whitchurch-Stouffville purchases its water from the Regional Municipality of York. For the residents of the community of Stouffville (including Highway 48), the Region operates and maintains five (5) ground production wells and supplements the supply by purchasing treated lake water from the City of Toronto.

The communities of Ballantrae and Musselman's Lake are serviced by two (2) ground production wells. The Region is required to maintain and operate the above mentioned wells in accordance with Ministry of the Environment requirements. For further information on the water supplies, contact the Regional Municipality of York, Water and Wastewater Branch, 17250 Yonge Street, Newmarket Ontario L3Y 6Z1, tel.:905-895-1200 or their web site at www.york.ca.or 1-800-400-2255.

Whitchurch-Stouffville Water Distribution Systems

The Town of Whitchurch-Stouffville is responsible for the operation and maintenance of the following water distribution systems:

Stouffville Water Distribution System (including Highway 48)
Ballantrae/Musselman's Lake Water Distribution system

These systems consist of water mains, valves, hydrants, service connections and meters which service the residents and businesses within the above mentioned communities. Residents who live outside the serviced areas obtain their water from private wells.

Information on how these water distribution systems are operated and maintained is located in the Operational Plan for the Stouffville and Ballantrae/Musselman's Lake Water Distribution Systems.

A Quality Management System consists of a set of policies, procedures and objectives that direct and control an organization with respect to quality.

Quality Management System Policy

Element 2 of the Standard requires the development of a Quality Management System Policy. The Policy is the "mission statement" of the Quality Management System.

As the Owners and Operators of the drinking water systems, we are committed to:

Ensuring a consistent supply of safe, high quality drinking water for our residents and businesses;
Keeping open communication between Town Council, Staff and the Public concerning matters of drinking water quality;
Continuous Staff development and training;
Continuous improvement of the Quality Management System;
Operation and Maintenance of the water distribution systems to comply with or surpass the requirements of applicable legislation and regulations;
Maintenance of a Quality Management System that is consistent with this policy.

Operational Plan

The Operational Plan is one of the key components of the Drinking Water Quality Management Standard. The Operational Plan must meet or surpass all 21 Element requirements of the Standard and documents the Town's QMS for the water distribution systems. The Operational Plan was endorsed by the Council on November 17, 2015 and is available at the following locations for public viewing at the Municipal Offices, 111 Sandiford Drive, Stouffville.

Town of Whitchurch-Stouffville Operational Plan
QMS Policy

Operational Plan - Appendices
APP-01-01 - QMS Activity Schedule
APP-03-01 - Top Management Commitment and Endorsement
APP-04-01 - Notice of Appointment - QMS Representative
APP-05-01 - Document Control Table
APP-05-02 - Records Control Table
APP-06-01 - Ballantrae/Musselman's Lake Subject System Description
APP-06-02 - Stouffville Subject System
APP-08-01 - Risk Assessment Outcomes
APP-09-01 - QMS Organizational Structure
APP-09-02 - Roles, Responsibilities and Authorities
APP-13-01 - Essential Supplies and Services
APP-16-01 - Annual Sampling Schedule and Locations

Municipal Drinking Water License/Drinking Water Works Permit

The Safe Drinking Water Act, 2002 mandates all municipal residential drinking water systems to be licensed under the Municipal Drinking Water Licensing program. The municipal drinking water license (license) and drinking water works permit (permit) replaces the certificate of approval for municipal residential drinking water systems. The license and permit allow municipalities to approve additions, modifications and replacements to their municipal residential drinking water systems within the criteria stated in the license and permit. The Town received the licenses and permits for the Ballantrae/Musselman's Lake water distribution system and the Stouffville water distribution system on June 24, 2016.

Ballantrae/Musselman's Lake Distribution System Municipal Drinking Water License (132-101)
Ballantrae/Musselman's Lake Distribution System Drinking Water Works Permit (132-201)
Stouffville Water Distribution System Municipal Drinking Water License (132-102)
Stouffville Water Distribution System Drinking Water Works Permit (132-202)

Financial Plan

O.Reg.453/07 mandates the owner of the municipal drinking water systems to develop a long-term strategy to ensure the financial sustainability of drinking water systems. The Town of Whitchurch-Stouffville's Financial Plan for the two (2) large municipal drinking water systems was approved by Council on March 22, 2016.

Town of Whitchurch-Stouffville Financial Plan

To Learn More

Municipal Drinking Water License Overview (MOE)

Drinking Water Quality Management Standard (MOE)

For more information regarding the Town's Operational Plan, please contact the Public Works Department.

Water Quality

Residents are reminded that it is a contravention of the Town's Water Use By-law 96-187-WS to have a connection between the Town water supply service and private water services, wells, cisterns and private pressure pumps, etc.

For more information regarding the Town's water system, please refer to the Town's Water Quality Reports or the Region of York's website for information regarding water quality and supply for the Town of Whitchurch-Stouffville.

Municipal Water Supply Meets Water Quality Standards

The Town of Whitchurch-Stouffville has received inquiries from residents concerning sales representatives from private companies selling water treatment devices. These sales reps are currently going door-to-door and some are implying that they are working on behalf of the Town of Whitchurch-Stouffville. They ask to conduct a water test inside your house using aggressive sales tactics and make claims that the water testing and filtration system is mandatory.

Residents are reminded that the Town of Whitchurch-Stouffville does not sell or endorse water treatment equipment. Any Town staff who may need to visit your home will always properly identify themselves with a Town of Whitchurch-Stouffville ID badges and/or uniforms. The Town will also provide hand delivered notices, information in the local newspapers and on our website identifying any contractors working on behalf of the Town.

The Town provides clean, safe drinking water which meets all of the Ontario Drinking Water Quality Standards that is tested at an accredited laboratory licensed by the Ontario Ministry of the Environment.

Residents are encouraged to contact York Regional Police at 1-866-876-5423 to report misrepresentation of Town staff or aggressive sales tactics.

Bulk Water Supply

The Town of Whitchurch-Stouffville offers a bulk water dispenser for contractors in the Town of Stouffville. Located at 120 Ringwood Drive, the bulk water dispenser allows for automated, 24 hour access to potable water. Fees for water are $3.17/m³. Connections can be made to the Male 3" Camlock fitting provided.

Contractors are required to complete an application form to set up an account. Payments can be made online or at the Customer Service Desk at 111 Sandiford Drive, Stouffville, Monday to Friday 8:30 am to 4:30 pm (not including statutory holidays).

Inquiries regarding the bulk water supply should be directed to (905) 640-1900. Follow the prompts for service outside of regular business hours.

Water Service - Turn on/Turn Off

If you require your water service to be turned on or turned off at the property line for internal plumbing maintenance, seasonal shutdown, or demolition of your existing property, this service is co-ordinated with Public Works. The fee for this service, during regular business hours, is $90.00 for 2021 and payment is required prior to any work being done. Please schedule your appointment at least 24 hours in advance. Someone is required to be at the premises at time of shut off to confirm that water is off, and when water service is being turned back on. You can schedule your appointment and make a payment by accessing the form here or by visiting Customer Service at the Muncicipal Offices, located at 111 Sandiford Drive, Stouffville between 8:30 am and 4:30 pm.

If you require your water service to be turned off after hours due to a plumbing emergency, please call (905)640-1900 or 1-855-642-TOWN (8696) and follow the prompts for Public Works after-hours emergencies. The fee for after hours service is $230.00, which will be invoiced to the property owner.

If you have any questions, please contact Public Works at (905)640-1900 or 1-855-642-TOWN (8696).

Preventing and Thawing Frozen Pipes

Being prepared and informed may help you to avoid the messy and often expensive issue of frozen pipes. The American Red Cross provides information and suggestions around how to prevent water pipes in the home from freezing, and how to thaw them if they do freeze.

Why Pipe Freezing is a Problem

Water has a unique property in that it expands as it freezes. This expansion puts tremendous pressure on whatever is containing it, including metal or plastic pipes. No matter the "strength" of a container, expanding water can cause pipes to break. Pipes that freeze most frequently are those that are exposed to severe cold, like outdoor hose bibs, swimming pool supply lines, water sprinkler lines, and water supply pipes in unheated interior areas like basements and crawl spaces, attics, garages, or kitchen cabinets. Pipes that run against exterior walls that have little or no insulation are also subject to freezing.

Preventing Frozen Pipes

Before the onset of cold weather, prevent freezing of these water supply lines and pipes by following these recommendations
Drain water from swimming pool and water sprinkler supply lines following manufacturer's or installer's directions. Do not put antifreeze in these lines unless directed. Antifreeze is environmentally harmful, and is dangerous to humans, pets, wildlife, and landscaping.
Remove, drain, and store hoses used outdoors. Close inside valves supplying outdoor hose bibs. Open the outside hose bibs to allow water to drain. Keep the outside valve open so that any water remaining in the pipe can expand without causing the pipe to break.
Check around the home for other areas where water supply lines are located in unheated areas. Look in the basement, crawl space, attic, garage, and under kitchen and bathroom cabinets. Both hot and cold water pipes in these areas should be insulated.
Consider installing specific products made to insulate water pipes like a "pipe sleeve" or installing UL-listed "heat tape," "heat cable," or similar materials on exposed water pipes. Newspaper can provide some degree of insulation and protection to exposed pipes - even ¼" of newspaper can provide significant protection in areas that usually do not have frequent or prolonged temperatures below freezing.

During Cold Weather, Take Preventative Action

Keep garage doors closed if there are water supply lines in the garage.
Open kitchen and bathroom cabinet doors to allow warmer air to circulate around the plumbing. Be sure to move any harmful cleaners and household chemicals up out of the reach of children.
When the weather is very cold outside, let the cold water drip from the faucet served by exposed pipes. Running water through the pipe - even at a trickle - helps prevent pipes from freezing.
Keep the thermostat set to the same temperature both during the day and at night. By temporarily suspending the use of lower nighttime temperatures, you may incur a higher heating bill, but you can prevent a much more costly repair job if pipes freeze and burst. If you will be going away during cold weather, leave the heat on in your home, set to a temperature no lower than 55° F.

To Thaw Frozen Pipes

If you turn on a faucet and only a trickle comes out, suspect a frozen pipe. Likely places for frozen pipes include against exterior walls or where your water service enters your home through the foundation.
Keep the faucet open. As you treat the frozen pipe and the frozen area begins to melt, water will begin to flow through the frozen area. Running water through the pipe will help melt ice in the pipe.
Apply heat to the section of pipe using an electric heating pad wrapped around the pipe, an electric hair dryer, a portable space heater (kept away from flammable materials), or by wrapping pipes with towels soaked in hot water. Do not use a blowtorch, kerosene or propane heater, charcoal stove, or other open flame device.
Apply heat until full water pressure is restored. If you are unable to locate the frozen area, if the frozen area is not accessible, or if you cannot thaw the pipe, call a licensed plumber.
Check all other faucets in your home to find out if you have additional frozen pipes. If one pipe freezes, others may freeze, too.

Future Protection

Consider relocating exposed pipes to provide increased protection from freezing.
Pipes can be relocated by a professional if the home is remodeled.
Add insulation to attics, basements and crawl spaces. Insulation will maintain higher temperatures in these areas.
For more information, please contact a licensed plumber or building professional.

Private Wells

Residents who obtain their drinking water supply from individual private wells are responsible for the quality of this drinking water source. All residents on a private water supply, particularly those with shallow dug wells are recommended to sample their water supply on a regular basis. Sample bottles and information regarding private wells is available from the Region of York Public Health Department, Private Well Water FAQ's and List of York Region Sample Bottle Pick up and Drop off Locations

Sewage

Sanitary sewage in the community of Stouffville for residences and business is discharged into the Stouffville sanitary collection system, operated and maintained by the Town. The sewage outfalls to the York-Durham Sewage System (YDSS) operated and maintained by the Region of York. A sewer surcharge by the Region of York may apply to certain types of commercial and industrial establishments connected to the sewer system.

How to Dispose of Fats, Oils & Grease Properly

Video - I Don’t Flush – Fats, Oils and Grease

Sanitary Laterals (Blockages and Collapses)

A Sanitary Sewer Lateral is the connection between private property and the sewer. In the street it permits the discharge of all domestic waste out of household from toilets and sinks. The first indication may be sewage being forced up through the basement floor drain. Residents should locate their clean-out access (a capped access to their sanitary lateral normally located in the basement near the front foundation wall) and determine, by carefully loosening removing the cap, if sewage is also forced up at this location.

Generally, if there is no sewage at the capped access, then the problem is located within the internal house plumbing. If there is sewage, then the problem is located outside the foundation wall. Residents may call either a private plumber or Public Works if the problem is located outside the foundation wall. The Town does not provide service if the problem is located inside the home.

Video - I Don’t Flush – Personal Care Products

Video - I Don’t Flush – Celebrity Endorsed

Responsibility of Blockage/Collapse:

On Private Property:

The homeowner is responsible for the repairs including any and all services provided by the Town.

On Town Property:

Responsibility will be determined separately, as homeowners are responsible for any material entering the Town's sanitary sewer from their property. Normal sewage includes wastewater and biological solids. Other materials such as diapers and hygiene products that may cause blockages should be disposed of separately. Responsibility for blockages or collapses of sanitary laterals by tree roots will be determined separately.

Private Septic Systems

Residents who discharge their sewage to a private septic system are responsible for the maintenance and condition of their septic system. For more information regarding private septic systems, contact the Town of Whitchurch-Stouffville at 905-640-1900 or 1-855-642-TOWN (8696).

Other Utility Contact Details:

Ontario One Call 1-800-400-2255.

Hydro One or 1-800-434-1235 to report a power outage/power outage information, fallen tree hazard or emergency (24hrs) or 1-888-664-9376 for billing inquiries (7:30am - 8:00pm EST Monday to Friday).

On Tuesday, October 6th, 2020 Hydro One gave a presentation to Council regarding recent outages and future upgrades that will make services more reliable. View the video here

Enbridge Gas Distribution 1-866-763-5427 for emergencies (smell of gas, fires involving natural gas, broken pipe or meter, overheating of natural gas equipment etc.) (24hrs) or 1-877-ENBRIDGE (362-7434) for billing and general inquiries (8:00am - 6:00pm Monday to Friday)