frequently asked questions

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Category: Utilities

Does the City of Shelby Gas Department light pilots?  
In certain conditions.  ...read more...
Why does the City charge utility deposits? Will I get it back?  
Deposits are collected as security so that all bills will be paid in full.  ...read more...
How can I obtain information on energy conservation or energy audits for my home or business?  
Contact our Utilities Marketing Specialist, Vallery McCoy at 704-669-2520 or visit our website at www.cityofshelby.com and use our interactive energy audit software.  ...read more...
Why am I being billed for water / sewer / electric / natural gas when I had no usage?  
The bill includes charges for availability of the services.  ...read more...
Why does sewer service cost more than water services?  
Water is less expensive because it requires less treatment.  ...read more...
How can I use so much service when I'm not at home all day?  
Many appliances in your home are operating even when you are away.  ...read more...
Why is my bill more than my neighbor's bill?  
It's your bill and it reflects the amount of service consumed by your family in your home.  ...read more...
How do I get a utility service account in my name?  
Come to our Customer Services Department located on the second floor of City Hall at 300 South Washington Street.  ...read more...
How do I find out the utility service providers for my new home?  
If you have moved into Cleveland County, the City of Shelby Customer Services Representatives will be happy to direct you to your utility providers.   ...read more...
How do I sign up for automatic bank drafting or credit card payment plan for my utility bill?  
Customer Services Department requires a voided check from the bank we will draft and your account number.  ...read more...
How do I get utilities turned on without paying a deposit?  
A new customer may forego a deposit if the customer can supply a letter of credit from a previous utility provider that displays a payment history with no late payments or returned checks.  ...read more...
How do I get my deposit refunded?  
Utility security deposits are refunded on the customer's thirteenth utility bill if the account has no late payments and no returned checks for the previous twelve months.  ...read more...
How do I get a security light at my home or office?  
If you have electric service with the City of Shelby, call our Customer Services Department at 704.484.6866.  ...read more...
How can I get utility lines located at my home or business?  
The One-Call Center phone number is 1-800-632-4949 or 811.  ...read more...
How do I apply for a payment extension on my utility bill?  
Visit our Customer Services Payment Department on the first floor of the City Hall.  ...read more...
Why does my power blink occasionally or my clocks need resetting from time to time?  
Most likely caused by a problem on the circuit and the substation breaker detected the problem and interrupted the power for a few seconds.  ...read more...
Can I get my service line put underground?  
Yes  ...read more...
Can I get a street light installed in front of my house?  
The City's street light policy set the guidelines for street light placement.  ...read more...
The street light does not light up my yard or my front door.  
Street lights are provided to light the streets of the City.  ...read more...
Why can't all the lines be put underground so storms will not affect the power?  
The cost to replace all overhead lines would be astronomical and not economically feasible.  ...read more...
We think we may have a leak. Can the City help us determine whether we have a leaking waterline?  
The City is responsible for the public waterlines and the service lines up to the meter.  ...read more...
Why does the meter box have water in it?  
Usually, it's the small Ford boxes that have water in them.  ...read more...
Why do we have muddy water?  
Usually, it is where the City has been working on a main line near the vicinity.  ...read more...
Why does my meter need to be changed?  
After many years of service, the meter will actually stop running.  ...read more...
Why are my meter lids blue?  
The normal color for locating meters, values and lines associated with public water system is blue.  ...read more...
I think I have a natural gas leak. How can I be sure?  
Be safe and call 911 if you smell or hear natural gas escaping.  ...read more...
Can I paint my gas meter?  
The City of Shelby Gas Department is responsible for painting the gas meters.  ...read more...
Can I turn off my gas meter?  
We request that you, the general public, do not turn off the gas meter with our cut off.  ...read more...
Can I use the natural gas service as an electrical ground?  
Absolutely not.  ...read more...
Does the City of Shelby Gas Department install gas appliances?  
No, you will need to get a licensed contractor or plumber to install gas appliances and any house piping needed.  ...read more...
How do I obtain water, sewer or electric service at a new construction site?  
Contact Customer Services at 704-484-6866 and apply for new service.  ...read more...
How can I learn if water, sewer, electric and gas service is available for my new construction site?  
Contact Customer Service at 704-484-6866 for information regarding location of water, sewer and electric service.  ...read more...
How can I arrange a plant facility tours of the water and waste treatment plants?  
Water Treatment Plant and WasteWater Treatment Plant Tours  ...read more...
How can I obtain information about natural gas incentives for residential and commercial customers?  
Contact our Utilities Marketing Specialist, Vallery McCoy at 704-669-2520 or visit our website at www.cityofshelby.com.  ...read more...
How much does it cost to install a natural gas service line?  
The basic cost is $5.00 per foot from the street curb in front of the structure to where the gas meter sits at the structure.  ...read more...
Does the City of Shelby have a FOG (Fats, Oil and Grease) Program?  
Yes. Please contact the Pretreatment Coordinator at 704-484-6850.  ...read more...
Where does the City of Shelby intake raw water for treatment and distribution to its customers?  
The City of Shelby obtains raw water from the First Broad River.  ...read more...
Where can I obtain a copy of the latest Consumer Confidence Report?  
You may view a copy of the CCR on our website at www.cityofshelby.com/utilities/watertreatment or request a copy by calling the Utilities Operations Center at 704-484-6840, weekdays from 7:30 AM to 4:00 PM.  ...read more...
Does the City of Shelby have an incentive plan for electric customers?  
Currently the city offers rebates for installation of electric water heaters and heat pumps for City of Shelby electric customers.  ...read more...
How do I report a street light outage?  
Contact Customer Services at 704-484-6866  ...read more...
Should I turn my gas meter off for the summer? I only use my natural gas for heating.  
Customers that only use natural gas for heating should turn off their service by turning off their pilot lights. Do not change the on/off position on the meter.  ...read more...

 

 
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