Frequently Asked Questions

Frequently Asked Questions

To improve our customers experience, all frequently asked questions can be found here.

Click on the expandable sections below.


Portal Registration/Enrollment


1. What information will be needed to create an online account?
  • Utilities Account Number and billing address zip code as shown on your bill.

2. What are the benefits of creating an online profile?
  • Monitor Billing and Consumption
  • Set up Auto Pay or schedule payments
  • Service Requests
  • After a profile is created, Lee County Utilities mobile app can also be downloaded from either the App Store or Google Play Store.
3. How do I create a profile?
  1. Go to MyUtilities.leegov.com Click "Sign Up" underneath the Login button. Enter customer account number, name and mailing address zip code.
  2. Create User ID and Password.
4. Does a profile have to be created to make an online payment?
  • No, a payment can be made from the MyUtilities login page. Click on "Make A Payment".
Personal Information
5. What if I forget my User ID or Password?
  • User ID: From the Login Page on MyUtilities.leegov.com, click on "Forgot Your User ID". User ID information will be sent to the email address on file with LCU.
  • Password: From the Login Page on MyUtilities.leegov.com, click on "Forgot Your Password." A password reset link will be sent to the email address on file with LCU.
6. How do I change account information, e-mail address, or password?
7. How do I change bank account information?
  • Bank account information can be changed by going to the "Payments" tab by clicking on the "Manage Payment Profiles" hyperlink.

Bill Payments

1. What payment options are available?
  • Payments can be made through our automated voice system with a checking account, credit card, or debit card by calling 855-895-6939.
  • Payments through the LCU MyUtilities app on a smart device.
  • Lee County Utilities Customer Service Center at 7391 College Parkway to pay by cash, money order, check, credit card or debit card during normal business hours. A check or money order payment can also be dropped in the 24-hour drop box also located at 7391 College Parkway.
  • Check and Money Order payments can be mailed to: 
    • Lee County Utilities, P.O. Box 37779, Boone, IA 50037-0779
2. How do I sign up for electronic billing?
  • On the Account Summary page under "Billing & Usage" click 'Paperless Billing' select the option labeled 'Paperless Billing with Email Notification' then click submit.
3. How do I sign up to receive email notifications for my bill?
  • From the Customer Self-Service Center Account Summary page, click on Update My Info. On the left hand side of the page, choose Manage Notifications. On the row that reads 'When a new bill is ready' select the box under 'Email' then click Update.
4. Can I establish regularly scheduled payments?
  • Yes. From the Customer Self-Service Center Account Summary page, click on Payments. On the left-hand side of the page, choose Auto Pay.
5. How can I view historical bills?
  • From the Customer Self-Service Center Account Summary page, click on Billing & Usage. On the left-hand side of the page, then click on Billing & Usage History. Click on the bill date.

Precautionary Boil Water Notices (BWN)

1. What is a Boil Water Notice (BWN)?
A Boil Water Notice is issued when the pressure in the water system drops below 20 psi, often due to a water main break. Even if service is only interrupted for a short time, all affected customers must boil water as a precaution.

Boil water for at least 1 minute before using it for:
  • Drinking
  • Brushing teeth
  • Making ice
  • Washing hands before eating
  • Washing dishes, cooking surfaces, or raw foods
  • Preparing drinks (baby bottles, iced tea, juices, etc.)
2. How long will the Boil Water Notice last?
A BWN usually lasts 48 to 72 hours, but it can extend longer depending on the cause, the time needed to fix the issue, and lab results. Two consecutive days of clear tests are required before the notice is rescinded. If a break occurs late in the week, clearance may take additional days. 

3. How do I boil water to make it safe?
Bring the water to a rolling boil for 1 minute, then let it cool before use. To avoid burns, plan ahead and cool boiled water for about 30 minutes. You can aerate water by pouring it between containers to improve taste. Alternatively, use bottled water.

4. What should I do with ice cubes or food prepared with water that wasn't boiled?
Discard ice cubes and avoid eating food prepared with unboiled water (if in doubt, throw it out). Boil water for at least 1 minute before using it.

5. Can I use a coffee maker without boiling water?
No, you should still boil water or use bottled water, as coffee makers do not reach high enough temperatures to kill bacteria.

6. Do filter systems make boiling unnecessary?
No, most filters improve taste but don't remove harmful bacteria. Check your system's manual or manufacturer. When in doubt, boil water or use bottled water.

7. Can I use devices like ice machines or soda dispensers?
No, avoid using any device connected to the water supply. Filters in these devices do not remove bacteria.

8. Can I rinse fruits or vegetables with unboiled water?
No, use boiled or bottled water for rinsing.

9. Can I hand-wash dishes with unboiled water?
It's recommended to use boiled or bottled water to wash dishes.

10. Can I use my dishwasher during a Boil Water Notice?
Only if your dishwasher has a sanitizing cycle, which reaches a high enough temperature to kill bacteria. If not, hand-wash with boiled or bottled water.

11. What should I do if I drank unboiled water?
A Boil Water Notice is a precaution. It does not mean harmful bacteria is in the water. Follow the guidelines until the notice is rescinded.

12. Do I need to boil water for my pets?
Yes, to be safe, provide boiled or bottled water for pets.

13. Can I do laundry?
Yes, it's safe to do laundry.

Cross Connection Control/Backflow Prevention Program

1. What is Backflow?
Backflow refers to the reverse flow of non-potable water, or other substances, through a cross-connection and into the piping of a public water system. Two types of backflow are backpressure backflow and back-siphonage.

2. What is Cross-Connection?
A cross connection is any direct or indirect connection, whether intentionally or unintentionally done, between the County’s water system and the customer’s water supply that may contain any substance of unknown or unsafe quality. Therefore, cross-connection control is the management or “control” of these cross-connections to protect public safety by preventing backflow incidents within the public or water consumer’s potable water system.

3. What is a backflow prevention assembly?
A backflow prevention assembly is a testable mechanical device which uses valves, in different configurations, to prevent contaminated water or chemicals from flowing back into the public drinking water supply system. A cross-control assembly may reduce your water pressure between 7 and 14 p.s.i.

4. Why do I need one?
A cross-connection can occur at both commercial and residential properties. For commercial customers, cross-connections exist in many forms, from carbonated beverage machines and icemakers, to fire sprinkler systems and x-ray machines. It is not uncommon for a commercial property to have multiple cross-connections at their facility.

5. Why do backflow assemblies need to be tested?
Mechanical backflow prevention assemblies have internal seals, springs and moving parts that are subject to fouling, wear or fatigue. In addition, mechanical backflow preventers and air gaps can be bypassed. Therefore, all backflow mechanical backflow prevention assemblies have to be tested with properly calibrated gauge equipment.

Contact email: lcuccc@leegov.com

F.O.G. (Fats, Oils & Grease)

​1. What is F.O.G?
They are found in common food and food ingredients such as, meat fats, lard, oils, butter, margarine, milk, cream, sauce, gravy, dressings, and food scraps. Restaurants and other food service establishments are a significant source of F.O.G. because of the large amount of grease used in cooking and other food preparation.

2. Why is F.O.G management important?
It is important to properly maintain and dispose F.O.G. to avoid potential environmental concerns, which may result in violations and possibly, costly fines. Grease hardens when cooled, along with fats and oils, forming globs that stick to walls inside of sewer pipes. This restricts wastewater flow and can clog the pipes leading to sewer overflows into parking lots, streets and even into your home or business. These substances can also cause grease in-flow into LCU’s Water Reclamation Facilities, as well as coat pipes, manholes, wet wells and other County facilities, depriving the system of its capacity.

3. What is a grease interceptor and how does it work?
Grease interceptors are located outside buildings and will trap floating grease/food waste and prevent it from entering the sewer system.

4. What is a grease trap and how does it work?
Grease traps are usually located inside a building. It collects grease/food waste before it enters the plumbing system.

5. Who is responsible for submitting maintenance reports to BSI?
You are responsible for ensuring that you or your hauler file all Oil and Grease Interceptor maintenance report.

6. What information do I need to submit maintenance reports?
Grease interceptor/trap maintenance reports are filed via BSI Online.

Information you will need to submit report(s):
  1. Facility Information
    1. Enter the facility name or address of where the maintenance was performed.
  2. Interceptor Information
    1. The details of the interceptor or trap (Type, Size, Location).
  3. Pumping Company Information
    1. The pumping or hauling company that performed the maintenance.
  4. Disposal Information
    1. The disposal facility, measurements, repairs made (if any) and when the maintenance was performed.
7. What if I am unable to find my facility in BSI?
If the facility you are looking for is not in the list, please use this form to have it added to our system. Once added we will contact you and then you can return to fill out the report.

Smoke Testing

1. What is smoke testing?
Smoke testing is a method used to identify defects in the sanitary sewer system. A non-toxic, odorless smoke is blown into the sewer lines to detect cracks, leaks, or illegal connections by observing where the smoke exits.

2. Why is smoke testing necessary?
Smoke testing helps identify areas where stormwater or groundwater may be entering the sewer system or where sewer gases could escape. This allows the utility to maintain the integrity of the system, reduce treatment costs, and prevent sewer overflows.

3. Is the smoke harmful to people, pets, or plants?
No. The smoke used during testing is non-toxic, non-staining, odorless, and does not pose a fire hazard. It is safe for people, pets, and plants. 

4. Will smoke enter my home or business?
Smoke should not enter buildings if the plumbing is properly installed and maintained. However, if there are dry traps or broken seals, smoke may enter. If this occurs, simply ventilate the area by opening windows and doors. If you have any concerns, contact us at 239-533-8845.

5. How will I know when smoke testing will occur in my area?
Advance notice will be provided through door hangers 24 to 48 hours prior to testing. Smoke testing is generally performed during regular business hours (8:00 A.M. to 2:00 P.M.). Please note that in the event of an emergency, door hangers may not be distributed, and prior notice may not be provided.

6. Do I need to be home during the test?
No, you do not need to be present. The testing is done from the public sewer system outside your property and does not require access to your home.

7. What should I do to prepare?
You can help by ensuring that all drain traps (especially in rarely used sinks, showers, and floor drains) are filled with water. This prevents smoke from entering through dry traps.

8. How long will the smoke testing take?
Typically, smoke testing takes about 15 to 20 minutes.

9. What if smoke enters my home?
If smoke does enter your home, it's likely due to dry plumbing traps or defective plumbing. Open windows and doors to ventilate and check for any plumbing issues. Contact your plumber if needed. If you have concerns, contact our call center at 239-533-8845. 

10. Why is smoke coming from the roof vent?
This is completely normal. Roof vents are a part of the plumbing system and allow air to flow in and out of the pipes. During smoke testing, smoke will often come out of these vents as it travels thought the system. 

11. Who should I contact if I have concerns or questions?
Please contact Lee County Utilities call center at 239-533-8845 or email utilities@leegov.com if you have questions before, during, or after the smoke testing process. 

New Development

1. What is the DCAP process in Lee County? 
DCAP stands for Developer Contributed Asset Project. It’s the procedure by which developers submit infrastructure projects (like water or wastewater systems) for review and final acceptance by Lee County Utilities.

2. When does a project require going through DCAP? 
Any project that contributes assets to LCU’s water or wastewater systems, such as new residential or commercial development, must go through the DCAP process. This is typically identified as a stipulation in your development order. 

3. What types of infrastructure are typically included in DCAP submissions? 
Submissions often include water mains, wastewater lines, lift stations, fire hydrants, and other utility-related infrastructure that will be turned over to LCU for ownership and maintenance.

4. What documents are required in a New DCAP submittal package? 
The package includes a New Submittal Form, Signed/Sealed Engineer’s Cost Estimate, Signed/Sealed Civil Plans, and Blaney Criddle (If applicable). 

5. What happens if the New Submittal, Approval to Construct or Final Acceptance Package is incomplete? 
The Engineer of Record will be notified of the deficiencies. The package must be revised and resubmitted for further review.

6. Are there different procedures for projects with agreements? 
Yes, projects involving rebate agreements go before the Board of County Commissioners (BOCC) instead of just the County Manager for approval.

7. Where can I find more information or forms related to DCAP? 
You can visit the LCU Developer Projects page or review the DCAP Final Acceptance Flow Chart for detailed steps and documentation.

8. Do I need to obtain FDEP permits for my project? 
Yes, if applicable. The Engineer of Record must secure any necessary permits from Florida Department of Environmental Protection (FDEP) before construction and submit FDEP Certifications of Completion during final acceptance. Click here to identify if your project requires an FDEP permit or qualifies for an exemption. 

9. Where can I submit for DCAP? 
Submittal can be accepted through eConnect or through LCUdcap@leegov.com. 

Free Chlorine Flush

LCU normally uses chloramines as its form of disinfection, which is a combination of chlorine and ammonia. During the free chlorine flush, the water treatment plant does not add ammonia to the water. 

1. Why do you need to perform this routine measure? 
Chloramines are a more stable form of disinfection, so by changing to free chlorine which is a more aggressive disinfectant, it denies bacteria the ability to form resistances to the normal disinfection process. 

2. Why do you use chloramines instead of free chlorine throughout most of the year? 
Due to the size of our distribution system, since chloramines are more stable, it allows for the 
disinfection residual to remain longer in the pipes. Using chloramines also lowers the levels of 
disinfection by-products, which are possible carcinogens that can form when chlorine is mixed with natural organic substances in water. 

3. Is free chlorine and chloramines safe? 
Yes, both methods are approved and effective forms of disinfection. LCU follows the state guidelines on the maximum and minimum levels of disinfection allowed in drinking water.
 
4. What type of changes will I experience? 
Most customers may not experience any changes to the taste and odor of their water, however some customers may detect a slight chemical odor or smell like water in a swimming pool, depending on their sensitivity.
 
5. Why are kidney dialysis and tropical fish owners warned of these changes? 
Precautions must be taken to remove or neutralize chlorine and chloramines during the kidney dialysis process and in the preparation of water for fish tanks and ponds.
 
6. We have seen multiple hydrants being flushed in our neighborhood. Is this part of the free 
chlorine flush? 
Yes, the flushing of hydrants during the free chlorine flush is used to draw the water into the 
distribution to ensure that all parts of the system are receiving the free chlorinated water. However, flushing is a normal operating procedure for utilities to maintain the distribution system and flushing can occur during other times of the years.
 
7. If I don’t like the smell or taste of the chlorine, what can I do? 
Chlorine can be removed through boiling the water or filling a container and allowing it to vent. There are also some filtration devices that can be used to remove chlorine.

Reclaimed Water

1.Does LCU provide reclaimed water service throughout the entire county?               
No. In Lee County, multiple utility providers manage potable water, wastewater collection and treatment, and reclaimed water services within designated franchise areas. To determine service availability for your property, you must first identify the utility provider responsible for wastewater treatment and reclaimed water distribution in your area.               

2.How can I determine if reclaimed water is available at my location?               
Reclaimed water availability depends on resource capacity and distribution infrastructure within each water reclamation system's service area. To inquire about service availability, please contact LCU's New Development and Planning Section at [Insert Contact Information].               

3.How do I apply for reclaimed water service with LCU?               
Once service availability is confirmed, LCU’s New Development and Planning team will provide guidance on the account setup process. Before receiving service, you must complete and submit a Reclaimed Water Use Permit Application.

Industrial Pretreatment

1.What is an Industrial User?
An industrial user is any facility that discharges non-domestic or process wastewater into Lee County Utilities' (LCU) Water Reclamation Facility (WRF). Process wastewater refers to any water that, during manufacturing or processing, comes into direct contact with or results from the production, use, or disposal of raw materials, intermediate products, finished products, byproducts, or waste materials.

2.Which industrial users require a wastewater discharge permit from LCU's Industrial Pretreatment Program?
Any industrial user classified as a Significant Industrial User (SIU) is required to obtain a wastewater discharge permit.

3.What is a Significant Industrial User (SIU)?
A Significant Industrial User is any industrial user of a WRF that meets one or more of the following criteria:
  • Categorical Industrial Users: Facilities subject to categorical pretreatment standards as defined by State and Federal regulations under Rule 62-625.410, F.A.C., and 40 CFR Chapter 1, Subchapter N, Parts 405 through 471.
  • High-Volume Dischargers: Facilities that discharge an average of 25,000 gallons per day or more of process wastewater, excluding domestic sewage, non-contact cooling water, and boiler blowdown waste.
  • Facilities Designated by LCU: Any industrial user identified by LCU's Industrial Pretreatment Program as having the potential to adversely affect WRF operations or exceed pretreatment standards or requirements.
4.How can I determine if my manufacturing or service operations require a wastewater discharge permit?
To confirm whether your operations require a permit, you must complete and submit a Business Waste Survey to LCU's Industrial Pretreatment Program. To complete a survey, click here. 

5.Is there a cost for a Business Waste Survey assessment or for processing a wastewater discharge permit application?
No, there is no cost for the Business Waste Survey assessment or the wastewater discharge permit application process.
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