Risk Management FAQ

1. How do I file a claim for monetary damages against the Town?
Claim forms are available online, at Town Hall, 413 North Main Street, or by calling the Risk Manager’s office at 704-662-3524.

2. What happens to the claim after it is filed?
After a claim is filed, it is forwarded to the Town's insurance carrier for handling. An adjuster from the insurance carrier will contact the claimant to discuss the claim and determine damages. Please understand that this process may take several days or several weeks pending investigation. The adjuster reports to the Town if the claim should be accepted or denied.

3. What if I want to file a complaint against another department?
Contact the department directly to file your complaint or visit E-services on the home page of this web site. There under the Action Line heading you can submit your comments, request information or submit a request for service.

4. Why do sewer lines back-up?
Two of the leading causes of blockages and back-ups are grease and tree roots. Tree roots grow naturally and intrude into the Town’s sewer lines. While the Town cannot prevent tree root expansion, the Water & Sewer Maintenance Section does use preventative measures to inhibit tree root growth and remove tree roots from its sewer lines.

Fats, Oils & Grease (FOG) are a major contributor to sewer back-ups and overflows. The Town requires commercial users discharging wastewater into the sanitary sewer system
to install and maintain a grease trap or grease interceptor. Residential users should NEVER discard FOG into a drain.

Many things (sticks, rocks, bricks, pieces of broken pipe, rags, grease, paper towels, newspaper, sanitary napkins, plastics, etc.) may become lodged in a sewer line and result in a back-up. While it is illegal for persons to place or discharge such things into the sewer system, these items still unfortunately appear.

5. Can anything be done to prevent sewer back-ups?
If a property owner has experienced a sewer back-up or if the residence or business is located in a low area or is lower than the street level, we suggest that a licensed plumber be consulted about the possibility of installing a backwater prevention device. This device, if properly installed and maintained, can prevent sewer from backing up into a house’s or business’ plumbing. The installation and maintenance of a backwater prevention device is the customer's responsibility and at the customer's expense.

6. Sewage is backing up into my house through overflowing toilets, sinks, bathtubs, dishwasher, and/ or washing machines. What should I do?
Call the Town to request service and to determine whether the location of the blockage is on the Town’s or on the customer’s line. There may be a problem in the public main. The Town is only responsible for publicly-owned and maintained sewers.

If overflow is constant, the homeowner should remove the cap on the cleanout located outside the building. The homeowner can use towels, sheets, rags, etc. to keep the sewage from spreading or damaging other parts of the house. Call Water & Sewer Maintenance (704-664-3705) immediately.

7. I have slow drainage through my toilets, showers and sinks. What can I do about it?
If neighbors are having similar slow drainage, there is a chance there is a problem in the public main. For service, call 704-664-3705 during normal business hours or 704-664-3311 after hours.

8. A contractor or utility broke my sewer lateral. What should I do?
The contractor or utility is responsible for repairing laterals that the contractor damages.

9. What can I do about terrible sewer odors?
Try to determine where the odor is coming from (inside the home or outside in the street). If an odor is coming from inside the home, there may be a problem with the internal plumbing system. Check your internal system first. If the problem exists outdoors, call Water & Sewer Maintenance at 704-664-3705.