Frequently Asked Questions

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• To be eligible to apply, you must be an adult or an emancipated minor, and you must not be currently receiving assistance through the HCV voucher program. Please note if you owe a debt to Terrell Housing Department or any other public housing agency, you can still apply. However, that debt must be paid in full before you can be eligible to receive HCV assistance.
• If you are unsure, you can still apply. Terrell Housing Department will review all applications to determine if you are eligible.

• Eligibility will not be determined at the time you apply. Rather, eligibility will be determined in the order you are called from the waitlist for an eligibility interview. In the eligibility interview, that determination will be made. Terrell Housing Department will review the following eligibility categories to determine if you qualify:

  • Does the makeup of the family meet the definition of family used by Terrell Housing Department?
  • Is the total gross income below the income limits for the program at the time?
  • Does the family meet the criteria regarding citizenship or eligible immigration status?
  • Has the family disclosed all social security numbers and signed all required consent forms?
  • Have all adult household members passed the criminal background check?
  • Are any adult household members on the registered sex offenders list?
  • Does the family owe any debt to Terrell Housing Department or any other federally assisted housing program?
  • Has the family been evicted from federally assisted housing within the past 5 years?

• Once families are placed onto the Waiting List, applicable preferences are applied. A preference moves the family ahead of all other families that do not have preferences. Preferences are given to the elderly, disabled, and families with children.

  • To be designated as an elderly family, the head, co-head or spouse of the household must be 62 years of age or older.
  • To be designated as a disable/handicap family, the head, co-head or spouse of the household must be disabled. Verification of disability benefits or verification of disability from a medical professional is required to grant this preference.
  • To be designated as a family with children, the child(ren) must be under the age of 18 years of age at the time of the application and they must be residing in your household. The child(ren) must be your biological child, adopted child or court-awarded child.
  • A local preference is given to families involuntarily displaced as a result of natural disaster or government actions within the last six months. Certification from a unit of government concerning displacement due to natural disaster or certification from a unit of government concerning displacement due to code enforcement or public improvement/development or displacement by inaccessibility of a unit is required to grant this preference.

  Verification of most preferences will be reviewed at the time of your screening interview. However, if involuntary displacement preference is selected, you will be required to submit verification documents within a certain time frame. If your preference documentation is not approved your name will be placed back on the waiting list without preference.

HCV (Section 8)

Maximum Household Income for each Family Size

If you are on our waiting list for the HCV program, you must keep all your information up to date. For your convenience, you may create an applicant portal account at Assistance Connect website. In the applicant portal, you can:

• View Waiting List Status
• Update your Contact Information
• Send Secure Messages and Contact Us
• View and Print Required Documents

AssistanceCheck is an easy and convenient way to make updates to your housing application without having to make a trip to our office or sending updates in the mail. You are highly encouraged to create an AssistanceCheck account.

When your name reaches the top of the waiting list, Terrell Housing Department will send a letter inviting your family to an eligibility interview. Terrell Housing Department will use the most current address listed on your application. Failure to keep a current mailing address could result in missing your interview and having your application withdrawn.

You may also send a message to Housing Department's email to update your information. When sending emails to update your contact information, please include your name, birthdate and the last four digits of your social security number for identification purposes.

Please note that a change of address with the United States Postal Office is not sufficient for a change of address with our office.

Yes, you do need an email address to complete an application and to access Assistance Connect website. The application portal provides an opportunity for applicants to create an email address.

If you are eligible to be placed on the waiting list, you will need an email address to access the applicant portal. Through the applicant portal you can obtain information about your waitlist status, update your contact information, and more.

It is strongly recommended that you create an email account if you do not have one. This can be done through Gmail, Yahoo, Microsoft, and a few other email account servers. An email can be created with no cost to the creator.

Anyone! The goal is to unite and support all people interested in improving Terrell neighborhoods.

• Individuals
• Neighborhood Associations
• Schools
• Church Groups
• Senior Citizens
• Youth Groups
• Scouts
• Businesses
• Families
• Civic Groups

A neighborhood can be a street and/or its surrounding streets or an entire neighborhood. Even removing litter from maintained City right-of-ways can be adopted areas.

• A minimum of four cleanups per year
• Adequate adult supervision for youth under the age of 18 years

It is recommended that long sleeves, long pants, sturdy shoes, and gloves be used and a First Aid Kit is on hand and available the day of the cleanup.

1. At least one week prior to any scheduled clean-up, return the application and release form via mail or fax
2. The City will process your forms and contact you at the phone number(s) you provided

• Application and Release form (PDF)

This service allows you to opt-in to receive notifications via phone calls, text messaging, email, and more based on locations you care about. You can choose to receive notifications about events that may affect your home, workplace, family’s schools, and more.

Any message regarding the safety or welfare of Kaufman County citizens would be disseminated using the Emergency Alert Program.

Examples would include:

• Severe weather warnings and updates
• Hazardous traffic or road conditions inside the County or affecting local routes
• Any other situations that could impact the safety, property, or welfare of our citizens

The Emergency Communications network can deliver messages in a variety of formats (phone calls, mobile, TDD/TTY devices, and email).

It is our intention and hope that every residence and commercial facility in Terrell be included in the notification database. For businesses, we only store one main phone number. For residents, we may have more than one number that belongs to you in the database. Additionally, you may request to have a secondary number entered into our database for priority calling. You must sign up to be in the notification database and you will have the option of removing yourself at any time from the call system.

Yes, we can accept cell phones as secondary phone numbers in the database and encourage you to request that your number be included.

The system takes security and privacy concerns very seriously and does not sell, trade, lease, or loan any data about our clients to any third party.

The system is only as good as the information you provide. If your contact information changes, you can always visit your profile and update your information.

AMI stands for Advanced Metering Infrastructure. It is a method of using communication technology to read meters remotely without having to access the meter located in meter boxes in the ground.

The City of Terrell has chosen a fixed-based network that provides two-way communication from the meter box to strategically located Base Stations. The City is replacing water meters throughout our system with new meters equipped with a meter transceiver. The meter transceiver will collect and transmit meter reading data, unique identification numbers, operating status, and various alarms at regular intervals to the Base Stations.

The City has contracted with Aqua Metric to perform the replacements.

No. Since the water meters are located outside of the home and mostly in the City right-of-way, you will not need to be home for the replacement work. Any specific requirements for scheduling can be coordinated with the crew performing the replacement.

Advanced meter systems are quickly becoming the standard for utilities around the country. These new devices allow for more accurate and faster collection of water usage readings than the current manual method and improve safety conditions for City staff. Currently, meter reading is completed by driving around town and collecting the reads through an AMR system (ie., computer read from a vehicle) once per month. Most of our existing meters are 15 years old and as batteries weaken, it requires more manual reads each month. Introducing automatic meter reading as the standard for Terrell is one of the ways we can better serve our customers and improve the overall efficiency of the utility department.

All of the City's 6,000 retail meters will be replaced with new Sensus AMI meters. Completion is schedule around February 2023.

No. The radio transmission operates in compliance with Federal Communications Commission (FCC) regulations to avoid interference with other electronic devices.

Yes. Data transmitted from the meter through the system is encrypted through the entire process. No personal data is transmitted over the radio sytem.

Yes. The fixed network will collect readings at fixed data collection points and transmit them electronically for billing purposes without staff needing to go to the location of the meters.

In the future, "yes". The City of Terrell will make a Customer Portal available once the system is fully implemented, around the Spring of 2023. Water customers will have the ability to access their daily water consumption online. Additional information will be provided through public awareness notice and published instructions for online account access nearer to the completion date of the meter installation process.

If you have a leak, low pressure or some other problem after the installation, or at any other time, you will be provided contact numbers that you can call to report your concern. Because your water will be turned off temporarily during the meter change process, you may experience a brief period of air or discolored water. In most cases briefly running your cold water will clear up this situation.

To upgrade the meter to one capable of communicating with the AMI equipment. With the introduction of newer technology, the existing meters are not able to communicate using the AMI equipment. The newer meters will save labor time, prevent recording errors, minimize wear and tear on vehicles, minimize the need for City employees to access the meter pit, and decrease the need to estimate accounts due to severe weather conditions.

Yes. All meters will be changed to be read by the automated metering infrastructure technology. Customers cannot choose to remain on the older manual reading system.

Yes. Meters come pretested along with results directly from the manufacturer. The radio device is calibrated during set up to insure linking with the meter and AMI equipment to insure accuracy.

• Improved customer service by increasing accuracy and frequency of meter readings.
• Minimized need to access meters at the property.
• Reduction in estimated bills.
• Future Customer Portal will provide the ability for customers to set usages alerts on their account before high bills are received.

Any annual rate increase will cause the bill to increase.  Additionally, it is likely the new equipment will be more accurate in recording the volume of water used.  Since older mechanical meters tend to lose accuracy as they age, they may not accurately measure all the water being used.  All new meters are tested prior to delivery by the manufacturer to ensure that they register properly.  If you see a higher usage than normal immediately upon the new meter installation and you have not changed your water use pattern, it is likely the old meter was running slow, or you have a minor leak in the system that wasn’t registering correctly through the old meter. 

No. Access needs to be available at all times. There will still be instances when meter technicians will visit the meter on site to perform routine maintenance or verify high readings.  Obstructions to the meter box are subject to removal by City personnel. 

Please keep access to the water meter available at all times to ensure it is accessible for any potential emergency that would require the meter to be turned off. Be careful during the fall foliage season not to cover your water meter with piles of leaves. 

Each radio frequency device has a unique identification number, which is transmitted along with the meter reading. The unique number is compared to your account record electronically to ensure a match. 

After arrangements have been made, your water service will be connected the next day. Also, it will be necessary for someone to be at that location for water to be left on.

You can call 972-551-6600 or come into the office to ask questions or get information about your account.

Payment was not received and posted before your new bill was processed. If you have made a payment that is not reflected on your bill you may call the office to verify we have received and posted the payment.

We have a night deposit on the side of the building to leave a payment. We collect all payments at 8 am the next business day. Your payment will be processed that day. Payment can also be conveniently made online. Refer to the Online Bill Pay link.

It will take about 2 to 4 business days to arrive at our office. If you have received a delinquent letter you may need to bring your payment to our office to be processed in a timely manner.

If your water service is disconnected for non-pay you will need to pay the total past due to reconnect and when the payment arrives we will credit your account. There will be a late fee added to your bill for failure to pay on time.

We strongly suggest that our customers always call to give us a date that they would like services terminated. Failure to take the services out of your name will allow billing to continue. Customers are held responsible for all changes until the account is Final Billed.

To request emergency water turn-off or to report a water meter leak, water main break, fire hydrant leak, clogged or overflowing sewer main please call 972-551-6600 between the hours of 8 am and 5 pm. Monday through Friday. If you need to request emergency services after hours or over the weekend you can call 469-474-2700.

Track your water usage, set limits, set notifications here: Online Customer Portal

Your bill is based on how much water passes through your meter, which is read monthly. Since the movement of water is the only source of energy the meter has, anytime you see a hand moving on the meter, it definitely means there is water moving through it. Some causes for high bills are: size of household, size of home or yard, and more days between readings. We strive very hard to read every 25 to 35 days. Another reason for a high bill is a leak. If you discover a leak, there are procedures set up to help with the large bill. Please see question Number 10.

It is the policy of Terrell Water Utilities to allow a concealed leakage adjustment once in a twelve month period for an account, upon presentation of plumber's bill or other documentation to show that a leak was present and has been repaired. The documentation must show date of the repair in order to know what bills were affected by the leak. This adjustment can be up to one-half the leakage up to one-half of a single monthly bill. We will review the usage during the same time period the previous year and determine how much leakage is involved. Water loss due to pranksters, vandalism, etc., does not fall into this category due to no assurance that the circumstances will not reoccur and the limited control of each customer preventing such an occurrence.

Wastewater (sewer) is the used water that goes down the drains inside our houses and businesses.

Even though the meter records every gallon used, you're billed in increments of 100 gallons. When the meter is read the meter reader will round down to the nearest 100. If you use within the 100 gallon range of water each month, the bill will be the same.

The cost of water service varies based on the type of production system (lakes - higher, wells - lower) that is used. Our rates are only increased to cover required operating and capital (systems improvement) costs necessary to ensure a reliable, healthy, and safe water supply.

Yes. Fluoride can naturally occur in water and is also added by North Texas Municipal Water District to adjust the level below what is set by EPA. Fluoride is recognized by the American Dental Association as a deterrent to tooth decay based on over 70 years of scientific research, especially in young children.

The hardness is determined by the amount of calcium in the water. The water supplied by North Texas Municipal Water District is considered moderately hard.

The water in Terrell is supplied by North Texas Municipal Water District (NTMWD) and primarily is sourced from Lake Tawakoni. NTMWD started a new water treatment facility in 2015 which receives water solely from Tawakoni. Lakes Lavon, Texoma and Chapman are alternate sources treated at the Wylie Plant in the event Tawakoni is temporarily shutdown.

Absolutely. Water Quality staff test multiple locations throughout the system daily. More extensive monthly and quarterly tests are conducted by both City staff and companies contracted by TCEQ. There are approximately 5,000 tests conducted annually. A Consumer Confidence Report is published every June and mailed to all customers. The most recent report is available at Report on Consumers on Water Quality.

You may report anything unusual here.

Water main breaks or heavy water usage required to fight a fire may occasionally discolor your water. The cloudiness or discoloration is caused by sediment dislodged by sudden pressure changes in the water system. The water will clear up as these sediments are flushed from the system. This water is safe to drink but you may want to postpone doing your laundry until the water clears to avoid staining clothes.

Check the Human Resources page or the Terrell Police Department Facebook page to find the next testing date.

The Sworn Officer process is as follows:

1. Apply
2. Written and Physical Tests
3. Complete the Personal History Statement
4. Oral Interview Board and Background Investigation
5. Job Offer
6. Pass a polygraph, psychological, drug screen, and physical
7. Academy (If needed)

The Civilian Process is as follows:

1. Application
2. Preliminary interview
3. Background
4. Chief interview / Conditional job offer
5. Poly / Psych
6. Drug screen

Applicants passing the written examination with a minimum raw score of 70 will be administered a physical agility test at our on-site obstacle course. Bring appropriate clothing for physical activity.

Upon hire, qualifying applicants will be paid full-time, receive benefits, and be provided a transport vehicle while attending the Police Academy.

Lateral pay transfers are available for certified applicants. Please call Chief of Police A.D. Sansom at 469-474-2666 for more information.

No, the written test is comprised of basic reading, writing and arithmetic skills, and memory recall.

For Sworn Officers: Any use of marijuana within the last two years will result in disqualification.

For Civilian positions: The use of marijuana at any time in the past year will disqualify you.

Yes.

A Class B conviction within the last 10 years will disqualify you. Any conviction higher than a Class B will permanently disqualify you.

Academy dates are scheduled based on open enrollment availability at North Central Texas Regional Police Academy.

Yes, the Texas Commission on Law Enforcement (TCOLE) will allow you to challenge the Texas test without attending the academy again. We will prepare you for that if hired. This does take some time, so it would help to contact TCOLE and start the paperwork as soon as possible.

Sworn- A person must be at least 21 years of age by the date of commission by TCOLE as a peace officer, or 18 years of age if the applicant has received: an associate’s degree; or 60 semester hours of credit from an accredited college or university; or has received an honorable discharge from armed forces of the United States after at least two years of active service.

Civilian- Must be 18 years old

For Sworn Officers: Yes, having used any illegal narcotic at any point in your life will disqualify you.

For Civilian Positions: Yes, having used any illegal narcotic in the last 10 years will disqualify you.

The hiring process takes approximately 2 months.

For Sworn Officers: A High School Diploma or GED with 12 college credit hours is required.

For Civilian Positions: A High School Diploma or GED is required.

We work 12-hour shifts, Sunday through Tuesday or Wednesday through Friday, and every other Saturday.

Patrol; everyone starts out in Patrol.

Absolutely.

Visible tattoos on the ears, neck, head, or face area are prohibited. Officers with tattoos/branding may be required to cover them if they are unsightly, profane, or deemed inappropriate by the Chief of Police or his designee.

At this time, a well-groomed mustache, beard, goatee, and certain facial hair are permitted as determined by policy.

We currently have:

• Patrol
• K9
• Narcotics
• Criminal Investigation Department
• Traffic
• SWAT

To find this information:

• Check the City's Zoning Map for your property's current zoning.
• Once you've established your current zoning, check the Use Charts and Section 44 (Definitions) of the City's Zoning Ordinance.
• If you still have questions, fill out and submit the Property Inquiry Form and City staff will help you find what you need.

View the City's Subdivision Ordinance for more information. If you have further questions you can submit a Property Inquiry Form and City staff will help you.

You can find Building Permit and Development fees in Ordinance 3061. 

The program safeguards our public drinking water and protects the health of our customers by ensuring that any contaminants that could backflow into the public water supply system are isolated within the customer's internal distribution system. 

Backflow refers to the reverse flow of non-potable water, or other substances, into the piping of a public water system or a customer's potable water system.  Two types of backflow are backpressure and back-siphonage. 

A backflow prevention assembly is a means or mechanism to prevent backflow.  The basic means for preventing backflow is an air gap, which provides a barrier from backflow.  The principal types of backflow prevention assemblies are reduced pressure, pressure vacuum breaker, and double check valve. 

Mechanical backflow prevention assemblies have internal seals, springs, and moving parts that are subject to fouling, wear, and fatigue.  Also, backflow preventers and air gaps can be bypassed.  Therefore, all backflow prevention assemblies have to be tested to ensure that they are functioning correctly.  All assemblies have to be tested with properly calibrated gauge equipment.

A licensed tester will input the approved backflow testing report to BSI's database.  BSI will notify the City upon input completion.  If the customer's backflow testing report is not submitted to the BSI database on or by the due date, then BSI will mail a past-due notice to the customer.  If the backflow report is not placed into the BSI database two weeks after the due date, BSI will notify the City that the customer's backflow assembly is not in compliance - at which time - the City may disconnect the water service until the customer's backflow device comes into compliance.

You can email BSI at support@backflow.com or call 888-966-6050.

James Pollock
Backflow Inspector
Phone: 972-551-6600 ext. 5203 
Email: jpollock@cityofterrell.org