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San Juan Capistrano

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1. When will Santa Margarita Water District (SMWD) be the water provider in San Juan Capistrano?

• November 15, 2021 
• San Juan Capistrano residents can expect their first bill from SMWD in mid-November or early December of 2021, depending on the billing cycle their account is on.  

2. Will my account settings transfer?

• Customer account numbers will remain the same. San Juan Capistrano customers will initially receive paper bills. Customers can setup their preferred billing and payment options by creating a new username and password in the SMWD payment portal at smwd.com/sjc.  
• Billing and payment options include: 
  • Electronic Bills (link to How will I receive my bill from SMWD?) 
  • Paper Bill – all customers will automatically receive paper bills until they register a new username and password at smwd.com/sjc and select eBill.  
  • AutoPay (link to Will my AutoPay transfer?) – the simplest way to pay 
  • Personal Bank Portal (link to I pay through my personal bank, what changes?) 

3. What happens to my water rates and fees?

• All potable water customers in San Juan Capistrano will see a reduction in charges for essential water usage (Tier 1 rate) from $4.16 to $3.66 per unit or one-hundred cubic feet (ccf)  

• All customers adhere to SMWD’s adopted fee schedule. See the complete list of late fees, delinquent notices, and returned check fees here.  

• SMWD has adopted most of San Juan Capistrano’s existing rates; aside from what is noted above, there will be no changes to your current rates.  

• SMWD is a special district and adheres to Proposition 218 requirements, any future proposed changes in water, wastewater and recycled water rates are subject to a public hearing.  
  
  
  

4. How will I receive my bill from SMWD?

• Your first bill from SMWD will be a paper bill.  
• SMWD offers two bill options – paper or electronic. It’s up to you which you prefer. You may make the selection online by logging into your account or by contacting Customer Care at CustomerCare@smwd.com  - (949) 459-6420 – online chat at smwd.com 

5. How do I pay my bill?

• SMWD offers multiple ways to pay: 
  • AutoPay – the simplest way to pay 
    • Credit card or eCheck. New customers must register a new username and password at smwd.com/sjcpay.   
  • Pay through personal bank portal. You must add the letter “A” to the beginning of your account. (link to I pay though my personal bank, what changes?) 
  • One-time payment: online, by phone, mail a check, or visit us in person.  
    • In person payments may be made at San Juan Capistrano City Hall or SMWD headquarters at 26111 Antonio Parkway, Rancho Santa Margarita, CA 92688 
    • Customers in San Juan Capistrano may mail payments to:

Santa Margarita Water District  
P.O. Box 6000
Whittier, CA 90607

6. Will my AutoPay rollover?

• No. While your account number will remain the same, you are required to setup a new username, password and AutoPay at smwd.com/sjcpay once you receive your bill. This helps ensure the safety and privacy of your account.  

7. How do I pay through my personal bank?

• If you make payments through your personal bank, you will need to add the letter “A” at the beginning of the account number to allow SMWD and its bank to identify and apply your online payment correctly.  
  • Example: account number “1234” is now “A1234”  

8. How can I reach SMWD?

• SMWD Customer Care is ready to serve you by phone, email, online chat, or in-person. Our Customer Care team is available Monday through Friday from 8 AM to 5 PM. Our field team is available 24 hours a day, 7 days a week for water or wastewater emergencies.  

CustomerCare@smwd.com  – (949) 459-6420 – online chat at smwd.com 

• If you would like to reach out to any of the SMWD board members or other staff, go to https://www.smwd.com/224/Board-of-Directors and search the directory.   
• You can reach members of the senior staff at https://www.smwd.com/245/Key-Staff and search the directory for the person you want to reach. 
• Follow SMWD on social media @SMWDwater – Facebook, Instagram, NextDoor, Linked In, and Twitter.  
• Stay connected with our eNews: smwd.com/newsletter. 

9. What’s the Quality of the Water?

• The Santa Margarita Water District delivers high-quality drinking water to all its customers. 
  • SMWD’s drinking water meets or surpasses all state and federal drinking water guidelines.  
  • SMWD’s nationally accredited laboratory conducts over 20,000 samples each year on its drinking water supply to ensures that it meets or surpasses all federal and state safe drinking water standards.  
  • Additionally, SMWD’s supplier, Metropolitan Water District of Southern California, conducts extensive treatment and testing on all the water prior to delivery.  
  • SMWD provides and an annual Water Quality report to inform of customers: www.smwd.com/waterquality.  

10. How does SMWD help customers save water?

• SMWD has a team of water use efficiency professionals available to help all its customers with an array of topics, including:  
  • Leak detection (smwd.com/leaks) 
  • Landscape and planting resources (smwd.com/landscapes) 
  • Custom water schedules (smwd.com/watering) 
  • Rebates – indoor and outdoor (smwd.com/rebates)  

11. What are the Benefits of Annexation?

• All SMWD customers – new and existing – will benefit from shared operating and administrative costs of the water utility.  
• San Juan Capistrano customers now have access to a team of water use efficiency professionals.   
• SMWD focuses exclusively on water and wastewater services and has the expertise to efficiently run the Groundwater Recovery Plant, maintain and upgrade the aging infrastructure, and provide good customer care to the residents and businesses in San Juan Capistrano.  
• Customers may have peace of mind knowing that SMWD is developing local water supplies —locally sourced, locally controlled. 
  • Like most of south Orange County, SMWD imports nearly all its drinking water from northern California and the Colorado River because it lacks access to a reliable source of local water. SMWD has focused on reducing its dependence on imported water for decades because of the rising costs and the risk of drought and natural disasters. SMWD set a goal to have 30% of its drinking water supply locally sourced (within 20 miles) by 2030.  
  • Within the city of San Juan Capistrano is the Groundwater Recovery Plant. SMWD has the strategic vision and ability to fully utilize this facility to help create a local, reliable, and sustainable water supply.  
• Increases SMWD’s stake in the regional wastewater plant, SOCWA’s Latham Wastewater Treatment Plant, and has the potential to reduce costs by optimizing plant operations.  
• The addition of the San Juan Capistrano recycled water system expands the use of Trampas Canyon Dam and Reservoir and spreads the future costs of developing local drinking water supplies through water reuse. 

12. Why does SMWD want to take over San Juan Capistrano’s Water and Wastewater service from the City?

• SMWD has a long-standing partnership with the city of San Juan Capistrano, from reading meters to assisting with emergency pipeline breaks. When the City decided to divest itself of its drinking water and wastewater utility, SMWD was a natural fit to expand its operations and regionalize water systems.  

13. Why did the City of San Juan Capistrano select SMWD?

• The two agencies have worked collaboratively for decades.  
• SMWD provides long-term water supply planning for increased reliability and cost control. 
• SMWD has the expertise to enhance the development of local water supplies by efficiently operating the Groundwater Recovery Plant.  
• SMWD has a strong history of maintaining its infrastructure and knows how to improve San Juan Capistrano’s aging infrastructure.  
• The Process: 
  • Through a competitive process, the city voted (on 2/29/2019) to work exclusively with SMWD and embark on the annexation process.   
• News release:  
  • Additionally, the Orange County Local Agency Formation Commission (OC LAFCO) approved the application on August 19, 2021.  

14. What will SMWD focus on in San Juan Capistrano?

• SMWD is committed to providing superior customer care, enhancing water supply reliability, and investing in the aging wastewater system.  
  • Customer Care 
    • SMWD focuses exclusively on drinking water, recycled water, and wastewater. 
    • SMWD has a dedicated team of water professionals, including customer care and water use efficiency to serve all its customers.  
  • Aging Wastewater System 
    • SMWD has committed $20 million dollars to upgrading the aging wastewater system.  
    • Customers in San Juan Capistrano will receive the same quick afterhours and emergency response that current SMWD customer appreciate.  
  • Water Supply Reliability  
    • SMWD has invested in a reliable distribution system (pipelines) and water supply for decades.  
    • Cost-sharing in the operation of the Groundwater Treatment Plant which will reduce actual operating and capital costs. 
    • SMWD will provide long-term access to recycled water which will 1) enhance the potential to retain groundwater for drinking water production; and 2) enhance the reliability of irrigation for parks and recreational landscapes. 

15. Why does San Juan Capistrano have water quality violations from the State Water Resources Control Board?

• SMWD will become the water provider for SJC in the fall of 2021 and will then be responsible for water quality testing and compliance.  
• The State of California notes two violations in the past year. One for not performing lead and copper monitoring within the assigned timeframe and the second for not informing City Council about PFAS levels from a well that has since been shut down. 

16. Does SMWD have a new logo?

• The classic SMWD bell is adorned with a traditional Cliff Swallow to honor the city’s rich history. The new logo was created specifically for San Juan Capistrano as a unique identifier for billing and communications. Most SMWD uniforms, vehicles and facilities will keep the standard SMWD bell logo.  

17. What happened to the city water employees?

• SMWD welcomed 12 employees from the City‘s water utility team.