TECH: New neorsd.org coming soon, redesigned to give users better, easier access

Our neorsd.org homepage is being improved and streamlined to give customers what they need.

Next month, we'll launch a new and improved website that offers users a more personalized experience, cleaner landing pages, and better navigation to suit desktop and mobile devices.

Key user groups—like our residential customers, vendors looking for bid and project opportunities, and job seekers—will now have prioritized content that best addresses their needs. All users will still have access to our Customer Service staff and frequently asked questions now with a more manageable navigation bar.

We'll update as roll-out details become available.

RATES: Check your bills this quarter for the latest news on rates, stormwater, cost-saving

Northeast Ohio Regional Sewer District customers billed by Cleveland Water will receive a bill insert this quarter offering a reminder of the upcoming rate changes, cost-saving opportunities, and Regional Stormwater Management Program news.

A copy of the insert content is featured below.

NEWS: Trustees set rates for 2017-2021, move to monthly billing also new January 1

Construction underway at the Easterly Treatment Plant.

Annual increase of 8.3%, average bill increases by about $4 per month beginning in 2017

Today, the Northeast Ohio Regional Sewer District’s Board of Trustees unanimously adopted the 2017 through 2021 rate schedule effective January 1, 2017.

Beginning January 1, the Sewer District also moves to monthly billing for sewer rates for Cleveland Water customers. The move is based on its billing agent Cleveland Water making its transition away from quarterly billing. All non-Cleveland Water customers will continue to be billed quarterly.

Projected monthly average residential bills from 2017 through 2021—based on our customers' average water consumption of 4,675 gallons per month—for Subdistrict 1 (Cleveland) and Subdistrict 2 (suburbs) can be found online.

Sewer District rates are set every five years following a comprehensive study of anticipated expenditures. Officials thoroughly analyze a variety of factors, including:

• Planned infrastructure investment projects
• Maintenance and repair of existing sewers
• Increased capacity at wastewater treatment facilities
• Other construction projects including Project Clean Lake’s federally mandated construction
• Anticipated increases in chemical and energy costs
• Existing and future debt service requirements

Two other components of the rate increase include the creation of a Member Community Infrastructure Program which would assist the Sewer District’s 62 member communities with local sewer infrastructure issues; and an increase in eligible customers' participation in the Sewer District’s affordability programs from 50% to 80% over the rate schedule period.

The fees for the Regional Stormwater Management Program per ERU (Equivalent Residential Unit) will not change during this rate cycle.

OUTREACH: Educational roadshows coming to a community near you this spring

Over the next five years, the Northeast Ohio Regional Sewer District is making a huge investment in Greater Cleveland.

Whether it’s tunnels, sewers, pump stations, stormwater solutions or green infrastructure, we are making improvements to keep our Great Lake great.

To help our ratepayers understand what this investment means to them, we will host meetings throughout our 62-community Service Area. Representatives will be available to discuss a variety of topics, including:

• Construction plans
• Stormwater management
• Business and career opportunities
• Rates, how rates are determined, and cost-saving programs
• Water quality issues and challenges
• How we treat and monitor water quality to manage more than 90 billion gallons of sanitary sewage each year

All are welcome. UPDATE April 5, 2016: Communication prior today may have included different dates. The information below is the latest.

Thursday, May 19
Nordonia High School
5:00-7:00 p.m.
8006 South Bedford Road
Macedonia

Wednesday, May 25
Tri-C West Campus
5:00-7:00 p.m.
11000 Pleasant Valley Road
Parma, Ohio 44130
B Atrium in Building B

Saturday, June 4
Tri-C East Campus
9:00 a.m.-Noon
4250 Richmond Road
Highland Hills, Ohio 44122
Student Services Building / Presidents Plaza

Wednesday, June 8
Tri-C Metro Campus
5:00-7:00 p.m.
Jerry Sue Thornton Center
2500 East 22nd Street
Cleveland, Ohio 44115
Ford Room

VIDEO: How are rates determined? / Download a PDF

RATES: 2016 rates take effect January 1, cost-saving programs available to eligible customers

The 2016 rates in blue take effect January 1, 2016.

On January 1, 2016, our Cleveland sewer rate increases to $78.05 per MCF (1,000 cubic feet of water or 7,480 gallons) and suburban rates increase to $79.85 per MCF. See the full rate schedule.

Reduced rates are available to customers who meet Homestead or Affordability Program criteria. We also have other cost-saving programs available.

The increases seen in the 2012-2016 rate schedule are due to major construction projects and a 25-year program to reduce combined sewer overflows known as Project Clean Lake. We are currently finishing a rate study to determine the next rate schedule slated to begin in 2017.

RELATED NEWS:

• SAVE: Four cost-saving programs may help you reduce your sewer bill 
• NEWS: Euclid Creek Tunnel completed $3.6 million under budget
• VIDEO: Take Christen and Ryan's 2-minute treatment plant tour

FAQ: 38 questions and answers about our #StormwaterProgram, next steps, fees, and more

Since the September 15 Ohio Supreme Court ruling, we have already begun responding to common questions about the program restart, fees, credits, cost-sharing, and more. We revisited some of the questions that existed prior to the program's suspension in 2013 and added a few we've started answering in recent days.

Updated September 25, 2015 / March 31, 2016

Background and basics: About the program

Why is regional stormwater management necessary?
Stormwater-related problems must be addressed regionally because what happens in one community can affect another. Often one community addresses a problem and may inadvertently move that problem downstream to the next community. Managing stormwater flows is necessary to protect our natural resources, reduce streambank erosion and decrease the pollutants in streams and rivers. If these issues are not addressed today, the problems will continue to get worse and will be more costly to solve in the future.

VIDEO: "It's the neighborhood I was born and raised in."

The Good Neighbor Program is all about connections, and Anthony takes them very seriously.

The Good Neighbor Program and its ambassadors serve residents in communities affected by our large construction projects by providing employment opportunities and serving as a liaison between customers and project leaders.

In this brief clip, Good Neighbor Ambassador Supervisor Anthony Body explains the program's goals and why he feels so strongly about their impacts.

RELATED LINKS:

• CAREERS: @neorsd's latest career opportunities
• PROFILES: Taylor Miller explains her role as a Good Neighbor Ambassador

THANKFUL: For connections made in 2013, plans laid for 2014 [#h2olidays]

Thank you. Most of you who follow our blog, Facebook posts, tweets and videos know how much we enjoy interacting with and serving you in this digital realm. And we very much appreciate the engagement we've shared throughout 2013.

When it comes to our work, this year has been eventful in many ways, and our commitment to customer service, the environment, and the betterment of our region will remain strong in the coming year.

Just as we have grown our social-media relationships in the recent past, 2014 will feature new ways to help customers better understand our work, their bills, and what it takes to keep our Great Lake great. If you have questions or ideas to help make that happen, share them with us.

We wish you a peaceful holiday season and a prosperous new year.

RATES: New 2014 rates go into effect January 1, four ways to save

Our 2014 rate schedule goes into effect January 1, and there are four cost-saving programs available for qualifying customers.

The 2014 base charge is $6.60 per bill. Cleveland residents pay $62.15 per MCF ($37.75 for Homestead or Affordability Program customers), and suburban customers pay $64.55 per MCF ($38.95 for Homestead or Affordability Program customers). One MCF is 1,000 cubic feet of water consumption, equal to 7,480 gallons. Rates are charged based on actual consumption. See the full 2014-2016 rate schedule.

The 2012-2016 rates are based on maintenance and operation needs, but also account for major infrastructure investments like Project Clean Lake, a 25-year $3 billion plan to reduce pollution in Lake Erie by about 4 billion gallons a year by 2035.

We do offer four cost-saving programs that can help eligible customers pay a reduced rate: Homestead, Wastewater Affordability, Summer Sprinkling, and Crisis Assistance. All of these are briefly referenced below and detailed at neorsd.org/save.

NOTICE: Cleveland Water customers can expect a new bill format, separate bills for water, sewer

Beginning November 11, the City of Cleveland is changing its billing method for Northeast Ohio Regional Sewer District customers served by the Cleveland Division of Water: The combined bill is being divided into separate bills in separate envelopes.

RELATED: Cleveland Water to split bills from NEORSD, hopes to clear confusion (The Plain Dealer, November 13, 2013)

Cleveland Water has been communicating this change to its customers and ours since before the last billing cycle. As a recap, here's what our customers can expect starting the week of November 11:

1. No longer one combined bill. Instead of receiving one combined bill for water, wastewater, and local charges, Cleveland Water customers served by the Sewer District will now receive a separate NEORSD bill for wastewater charges.
2. Two separate envelopes on separate days. Since Cleveland Water and NEORSD bills will now be separated, they will be mailed at separate times. Your sewer bill will be mailed about three days after your water bill and they will need to be paid separately.
3. Two separate account numbers. NEORSD customers served by Cleveland Water formerly had all services referenced under a single account number. Starting with this separation, you will have a new NEORSD account number when making payments. You will also need this new number to sign up for eBilling (if you so choose) after you receive your first NEORSD bill under the new system. 

FAQ: 21 customer questions about the #StormwaterProgram ruling, fees, billing, and more

Updated February 16, 2015

We understand many customers have questions about their bills following last week's news that we can no longer collect fees for stormwater management. We have already begun fielding questions in our Customer Service department and online, and these appear to be the most common so far.

If you have other questions not listed here, leave us a comment and we will provide an answer for you.

1. What is the court’s ruling?
The Ohio Eighth District Court of Appeals ruled September 26, 2013 that the Sewer District did not have the authority to pursue its Regional Stormwater Management Program and cannot charge the stormwater service fee. The Sewer District has been enjoined (prevented) from implementing the program. Read the decision.

2. Why did the court decide this?
The court stated that the Ohio Revised Code Chapter 6119 that outlines the authority of the Regional Sewer District did not give us the authority to enact this program.

3. What happens next?
The Sewer District appealed this decision to the Supreme Court of Ohio. We are confident that we will be successful as we have been in lower court. UPDATE 2015 02/16: Watch the oral arguments from September 9, 2014

UPDATE: Photos tell the story of Pepper Pike restoration following July 20 tornado

Storm debris removed from Pepper Creek following July 20 tornado.
All photos courtesy Northeast Ohio Regional Sewer District.

What could have amounted to months of storm clean-up for the city of Pepper Pike became a collaborative stormwater-program success story in less than two weeks.

On July 20, a tornado touched down in Pepper Pike causing extensive damage to the gymnasium at Ursuline College. In addition to wind damage, rainfall that peaked at almost one inch of rain in 15 minutes caused major debris blockages along Pepper Creek in the early morning hours.

City and District officials worked together following the storm to clear debris and restore damaged streams, examples of the first storm-response efforts of the Sewer District's Regional Stormwater Management Program.

NEWS: Wipes in the pipes? Not a good idea, and it's national news.

That's the story that ran in USA Today this week, featuring cities' sewer issues being caused by an increasing number of so-called "flushable" disinfecting wipes clogging wastewater-treatment systems.

From the story:

The products appeal to consumers in part because of manufacturers' claims that they can be conveniently flushed down the toilet. But their cloth-like material doesn't break down in the sanitary sewer system like toilet paper and can block sewer lines, clog equipment and increase cities' maintenance and repair costs.

Public works managers say the problem has worsened in recent years because more such products are available on the market and consumer demand for antibacterial products is growing.

Companies such as Cottonelle and Charmin have heavily promoted bathroom wipes, while some cleaning product manufacturers have advertised sponges that can be disposed of in the toilet.

STORMWATER: Houses of the holey? Pervious pavement, other options might be right for your home.

When it comes to reducing runoff, you might want to consider a hole new direction.

Customers in our service area are getting their first look at their property's stormwater charges, and we've received many calls from customers wondering how they can reduce their fees.

It all comes down to reducing stormwater runoff on your property. And if you are looking to make property improvements this spring, stormwater-control measures—rain barrels, rain gardens, filter strips, or reduction of impervious surface—may be worth considering. Today's topic: Pervious pavement.

Pervious pavements are designed to allow percolation or infiltration of stormwater through tiny holes or separations in the surface into the soil below where the water is naturally filtered and pollutants are removed.

Why consider it? Because our program fee is based on the area of impervious surface on a customer's property (hard surfaces contribute to regional stream problems associated with runoff), replacing impervious surface with pervious surface reduces runoff as a means of managing stormwater. The credit can help you reduce your fee and save you money in the long run.

STORMWATER: Top 3 "Hey, you forgot this!" credit app errors

As stormwater fee credit applications continue to flow in, we've noticed a few areas where customers have overlooked requirements in order for us to process their applications properly.

If you are submitting a credit application, don't miss these three most common oversights:

NEWS: Cleveland Heights and Berea customers, your stormwater bill and sewer/water bills are separate

If you are a customer living in Cleveland Heights or Berea, you will need to pay your 2013 stormwater bill separate from your cities' water and sewer bills. Here's why.

As Sewer District customers in our stormwater service area, you will receive a bill for the new stormwater fee starting in 2013. This new fee supports our Regional Stormwater Management Program, which will reduce flooding, decrease erosion, and improve water quality.

The stormwater fee will appear on a new stormwater bill directly from the Northeast Ohio Regional Sewer District; it will not be included with any other water or sewer bills you may receive from your city. Be advised that when you receive your stormwater bill from the Sewer District, please pay it separately from your current water and sewer bill from your city.

At this point, the Sewer District only accepts checks and money orders, payable to the Northeast Ohio Regional Sewer District (or NEORSD).

NEORSD
P.O. Box 94550
Cleveland, Ohio 44101

If you have questions or concerns, email us at stormwater@neorsd.org, call Customer Service at (216) 881-8247, or tweet us @neorsd.

Photo: morguefile/xandert

NEWS: Rate changes, cost-saving options to keep in mind for 2013

The news on this December 31, 2012 is focused mainly on the fiscal cliff. Whatever Congress decides tonight, it won't have any impact on the sewer rate changes that go into effect in 2013.

The second year of our five-year rate schedule kicks off tomorrow, January 1. The table above is taken from our website and it includes all the relevant links to the affordability program, other cost-saving programs and eligibility criteria, and more.

These changes do not reflect the new regional stormwater management program fees or credit opportunities that begin January 1, 2013. Sewer rate increases in this five-year schedule fund large-scale projects like those included in our 25-year program Project Clean Lake, plus other essential improvements and ongoing maintenance and operation costs.

If you have questions about these rates, or our 2013 stormwater fees, you can email us or tweet us @neorsd or @wallywaterdrop

STORMWATER: Customer letters in the mail, new fee-estimate tool available online

Yesterday, we mailed our first batch of customer letters to share the latest information on our Regional Stormwater Management Program fees that will be assessed starting January 1, 2013.

The personalized letters include an estimate of your property's quarterly fee, as well as phone numbers and links with more information about the program and possible credit opportunities. Over November and December, the mailing of more than 300,000 customers' letters will be staggered to best manage call volumes and minimize wait times.

TAKE A LOOK: If you'd like to see an advance copy of your letter, we have a sample linked on our Regional Stormwater Management Program homepage.

FIND YOUR FEE: While the letters include customers' property-specific fee estimates, you can find your estimate on our new online FeeFinder map tool. Just enter your property address to see your likely quarterly fee.

CONTACT US: Our Customer Service team is available at (216) 881-8247 or AskUs@neorsd.org, or you can reach our Stormwater team at stormwater@neorsd.org. You can also message our Facebook page, or tweet us at @neorsd or @wallywaterdrop for more information.

STORMWATER: Two things customers should know about the fee that starts Jan. 1, 2013

The Sewer District's Regional Stormwater Management Program is preparing to collect fees starting January 1, 2013.

In preparation for these billing changes for customers, there are two important things to keep in mind:

First, our stormwater-management efforts are not new; and second, we are dedicated to effectively communicating the details of this program, its fees, and related projects over the next three months.

STORMWATER MANAGEMENT:
 The fee is new, the work isn’t.

"This program is already happening," said Northeast Ohio Regional Sewer District Executive Director Julius Ciaccia to Trustees at Thursday's Board meeting regarding stream maintenance, regional planning, and community outreach the District has been conducting for years. "What hasn't happened yet is the fee."

DOLLARS AND SENSE: Ways we are controlling costs

How are we keeping our Great Lake great and controlling costs?

We take our customers' investment in our work very seriously. Clean water protects the health and safety of all the citizens in our region, and we are proud of the work we do. But we understand customers want to be sure we are managing their rates efficiently, especially in the first year of a rate increase. Here are several examples of cost-saving efforts and examples we have noted in recent years.