Water & Sewer

Mission Statement

The City of Salem Water and Sewer Department's mission is to provide a high level of customer satisfaction by providing reliable, high-quality water and sewer service in an efficient, cost-effective, and environmentally sensitive manner.

Water Quality Report

The City of Salem is proud to report that drinking water treated by the City of Salem Water Department met all federal and state standards for drinking water. To learn more about your water download a copy of the Water Analysis Report from this site or contact the City of Salem Water Department at 540-375-3029.

PFAS & What You Need to Know

As you may have heard in recent local and national news reports, there is growing concern about a group of man-made compounds known as Per-and Polyfluoroalkyl Substances (PFAS). One of these compounds, known by its trade name GenX, has been found upstream of Salem's water intake in the Roanoke River. The City of Salem Water Department was voluntarily sampled, in partnership with the Virginia Department of Health (VDH), for these compounds on May 25, 2021, and July 13, 2022, from our river water intake. The laboratory results showed that these compounds were not detected. Salem will continue to monitor its river water intake for any of these substances.

We will also continue to work with our neighbors at the Western Virginia Water Authority who are providing an excellent learning resource on PFAS. Learn About PFAS | Western Virginia Water Authority

About Us

The City of Salem Water Department opened a new state-of-the-art water treatment facility, capable of producing 10 million gallons of drinking water a day, on February 22, 2005.

The plant can draw water from the Roanoke River and three on-site groundwater wells which can produce two million gallons per day contributing to the water drawn from the Roanoke River as the source of water for treatment. The plant has a state-of-the-art SCADA (Supervisory Control and Data Acquisition) System which gives the water treatment operators the ability to monitor the status of every part of the water treatment process and monitor 19 remote sites in the City at all times.

The Water Treatment Plant's state-of-the-art microbiological lab also was incorporated into the new water treatment plant as well as office space for staff. The plant was designed with the flexibility to meet future drinking water regulations and to meet Salem's water needs well into the 21st Century.

The new plant has a few additional advantages over the old treatment plants - a generator capable of powering the plant for several days during emergency conditions, large pre-settling basins, and special sludge removal units designed to help aid in the water treatment process.

Billing Questions

How do I hook up to Salem water or sewer?

Contact the Utility Collections Department at 540-375-3021.

What are the water and sewer rates and availability fees?

Water Rates

Sewer Rates

Availability Fees

Who do I contact about payment options or billing questions?

All billing questions, including hookup fees, billing errors, budget billing, and paying online are handled through Utility Billing.

Can I install a separate meter for water use that does not drain to the sewer?

Salem allows the installation of irrigation meters for water that is used on vegetation and absorbed into the ground. Salem does not allow separate metering for other uses, such as filling swimming pools.

Construction / Improvements

Where are you doing water and sewer work? Where are roads closed?

Notifications about planned water and sewer line work and road impacts are charted on the City's GIS mapping system. Sometimes emergency work must be performed that does not appear on the announcements.

When will my sidewalk be repaired?

After utility line work is completed, the Water and Sewer Department automatically notifies the Street Department so that asphalt and concrete repairs can be scheduled. These repairs can only be made during dry, relatively warm weather. Therefore, they are not scheduled during the winter when most water line breaks occur.

Click here for Street, Sanitation and General Maintenance Department information.

Drinking Water Quality

What is the pH of the water from the City of Salem Water Department?

The pH of our water after treatment ranges from 7.2 to 7.8 standard units; the average pH is 7.5 units.

Is Salem's water soft or hard?

Salem's water is moderately hard. It ranges from 9 to 12 grains per gallon (147 to 207 parts per million) with an average of 10 grains per gallon (176 parts per million).

Why does the water sometimes look rusty?

Rusting galvanized pipe in plumbing systems is the typical cause of discolored water. Iron causes the discoloration; it is not a health risk. If the cold water is discolored, it will clear after running a bit. If the hot water is rusty, the water heater may need flushing. If you flush it, please follow the manufacturer's directions.

Does Salem add fluoride to the water?

Yes, we do add fluoride to the water in accordance with Virginia Department of Health regulations. Fluoride is added to aid in the prevention of tooth decay. Fluoride analysis on fluoride levels are done every four hours.

What can I do about chlorine odors?

Chlorine odors may be more noticeable during the summer. Chlorine kills organisms that may cause disease. If you remove the chlorine, be sure to refrigerate the water to limit bacterial regrowth.

Fill a pitcher and let it stand in the refrigerator overnight. (This is the best way.)
Fill a glass or jar with water and let it stand in sunlight for 30 minutes.
Pour water between containers about 10 times.
Heat the water to about 100 degrees Fahrenheit.

Why does the taste and odor of my water sometimes differ?

Water naturally varies in taste and odor at different times of the year. Taste and odor problems can come from new or old pipelines, plumbing fixtures, or changes in water quality. Customers may notice changes during severe winter storms; when river water levels are low; or during hot weather conditions.

Why would my water have a milky appearance?

Water becomes saturated with air due to temperature changes in the water giving it a milky look. To be sure that this is the problem collect a glass of water and set it out. The air should rise to the top, therefore clearing from the bottom up. Flushing your water lines may help this situation some but, it will disappear over time with the temperature change.

If I have a question or concern about my water, who should I contact?

You should contact the City of Salem Water Department Office at 540-375-3029. Our chemist, Marcus Potts, or our Chief Water Treatment Plant Operator, Frank Young, will be able to assist you.

Emergencies

What do I do if a sewer backup occurs?

Please immediately follow the instructions here to mitigate the backup as quickly as possible. If the backup is affecting multiple properties, please call 540-375-3029.

What do I do if there is a water leak?

Please contact the Water Department at 540-375-3029 to have the water shut off until the repair can be made. Salem attempts to repair water main breaks as soon as they occur. If the leak is on private property, it will be the property owner's responsibility to repair the leak.

For more information, refer to our section on Water Loss

Sanitary Sewer

How can I retrieve something that accidentally went down the drain?

Things to do if you drop something down the drain:

Stop using water immediately (all water sources.) Water can only push the item further down the line.
Remove trap if possible. The item may have settled in the trap.
You may have to remove the toilet if that is where the item was dropped.
If item wasn't retrieved from the trap, call a plumber that has an inspection camera.

Things to do if the item was "dropped" in the drain but not noticed until later:

Stop using water immediately (all water sources.) Water can only push the item further down the line.
Inspect the traps. Sometimes you may get lucky if the item is heavy.

What the City can do:

The City can inspect the lateral if a cleanout is available at the property line.
The City can inspect the downstream manhole.
The City can inspect the sewer main line with CCTV.
Fees for inspections are $250 plus $100 each additional hour.

What the City cannot do:

The City cannot do any inspections on private property nor can the City use CCTV equipment in privately owned utility lines.

If the item is not found it is likely beyond retrieval. Email the City Water and Sewer Department or call 540-375-3029. You can also email the Roanoke Regional Water Pollution Control Plant or call 540-853-5700 with a detailed description of the lost item, the address of the location where the item was lost, and your contact information. If possible, attach a picture of the lost item.

Where can I drain my swimming pool?

Swimming pools can be discharged to the sanitary sewer system. Traditional chlorine pools can be de-chlorinated and then discharged to the storm sewer system.

Can I pour this down the drain?

The only items that should ever be washed down the sink or flushed down the toilet are natural, organic materials that would break apart easily in one's hands. Here are some examples of things that should never be poured down the drain:

Fats, oils, or grease (FOG)
Wet wipes, diapers, sanitary napkins, tampons, paper towels, cardboard, or cloth. See Sewer backups and overflows.
Medicine, paint, pesticides, and other hazardous materials

What is FOG?