Question 1

I'm new to tank water, what do I need to know?

Accepted Answer

The average person uses 180 litres of water per day. Most four person families use 11,000 litres (half a standard size household tank) of water in 2-3 weeks.  It's a good idea to check your tank water levels frequently.  If there isn't a visible tank level indicator which shows the water level from the outside, you will need to look inside your tank.

During the summer months, you will need to keep an eye on the water level so that you don't run out of water.  The best time to order a delivery of water is when the tank is a third full.

Tips for checking your tank water:
Keep your ladder near the water tank
Check your water once a week. A good time to do this is every time you put the rubbish out. 
To make life really easy, install a tank level indicator.  This doesn't have to be costly and we can make a recommendation for one. It was the best thing we ever did!
 
For detailed information about keeping your drinking water safe and free from contamination, refer to the Ministry of Health 'Water collection tanks and safe household water' brochure here

Question 2

I don't know what size my tank is?

Accepted Answer

Most standard residential tanks hold between 3,000 to 5,000 gallons.  In litres this is approximately:
- 13,368 litres (3,000 gallons)
- 22,730 litres (5,000 gallons)
 
A delivery of 11,000 litres will half-fill a standard 5,000 gallon tank from empty.

Question 3

How much water do you supply?

Accepted Answer

Our water tankers carry 11,000 litres.  You can order anything up to 11,000 litres or multiple tanker loads to be supplied, eg. 22,000 litres, 33,000 litres etc.

Question 4

How much does it cost?

Accepted Answer

The cost to supply water is based primarily on the time and distance it takes to transport the water to your address.  You can contact us for a price by clicking on the CONTACT button at the top of this page.  Please be sure to include your letterbox number and street for accurate pricing and we'll let you know as soon as possible.

Question 5

How do I order water?

Accepted Answer

Please text Gary direct on 021 630 322.
 
Alternatively you can contact us through the Contact Form or Chat box on our website.

Question 6

How do I make payment?

Accepted Answer

Prepayment  is required to secure delivery.  In line with our Covid-19 Policy, payment (and delivery) is contactless with the primary option for payment by direct credit.  We will provide payment details when you make a booking.  You can request to pay by credit card, however please be aware that a 2.7% payment surcharge applies.

Question 7

How soon can you deliver?

Accepted Answer

In general we supply very promptly, same day service.

Summer Season Delivery
In the summer season when demand is high, we may start to stagger our bookings and operate a wait list. When this happens, we appreciate people keeping an eye on their tank water levels and booking in advance of running out. We work hard to keep the wait list as short as possible.
 
High demand means we're unable to give exact delivery timings.  If needed, our delivery drivers can let you know when they're on the way.
 
We work very hard to ensure that people get water when they need it and will do our utmost to accommodate your needs.

Question 8

How long does a load of water (11,000 litres) last?"

Accepted Answer

If there is no rainfall to top up your tank, most four person families will use a load (11,000 litres) in 2-3 weeks.  We highly recommend the following:
1) Keep an eye on your water tank levels.  If you don't have a tank level indicator, grab a ladder and have a look inside your tank.  An easy way to remember to check your tank level is to link it with another habit, ie. every time you put out your recycling bin, check your tank.  Keep a ladder handy to your tank for this purpose.
2)  A tank level indicator is in our opinion, an essential and wise investment.  You don't have to spend a lot but the inconvenience involved in running out of water costs a lot more!  Contact us for a recommendation as to where to obtain a cost effective tank level indicator.

Question 9

What if I only need a small amount supplied (less than 11,000 litres)?"

Accepted Answer

That's no problem.  We can supply smaller amounts, however as the primary costs incurred in the transportation of your water and the time taken for our driver to supply remain the same, we still need to charge the full tanker load.

Question 10

What access do you need?  Do I need to be home?

Accepted Answer

Firstly, if you have a driveway surrounded by vegetation and overhanging trees, please ensure that overhanging vegetation and branches are trimmed back.  Our tanker trucks are 3 metres tall by 3 metres wide. If you visualise a line from the edges of your driveway vertically and horizontally 3 metres, anything within that space needs to be trimmed.  
 
We carry 60 metres of hose.  If your tank is further than 60 metres from the truck, you will need to let us know in advance of us delivering. If our tanker arrives to your address and we're unable to supply due to the distance to the tank, a call out fee may be incurred.
 
If the tanker is required to access your tank by driving into a paddock or on grass that you wouldn't take your own vehicle, please consider alternative access for us (eg. neighbour's driveway - ask them first!).

Generally, we don't need anyone to be at home at time of delivery as our drivers can locate most tanks.  If there are special delivery instructions, a gate code or dogs on your property, please advise these details when you make a booking. Dogs need to be tied up and gates left open where possible (or gate code advised).  Where our driver can't access the property due to loose dogs or locked gates,  a call out or re-delivery fee will be charged.

Question 11

I've ordered water, what time will you be here?

Accepted Answer

If we have confirmed back with you a delivery date, we will get your water to you on that day.  During our low season we accommodate requested delivery times as much as possible.

Summer Season
During summer we manage a demanding schedule, hence we're unable to provide a delivery time.  We want to get your water to you as soon as possible and our drivers work late into the evenings to ensure this happens. Please refrain from phoning/texting to follow up delivery before 6pm to find out when the driver will be there.  Additional calls made to us causes delays and customers wanting to order can't get through. If it is getting into the evening (later than 6pm) and your water hasn’t yet arrived, feel free to phone/text Gary on 021 630 322 to follow up.

Question 12

I sent a text message / voicemail (or email) for water - is my order confirmed?

Accepted Answer

During summer when demand is high, we can operate a waitlist.  Confirmation of delivery (or your place on our summer waitlist) will be made by return text, telephone call or email to you.  If you haven't received confirmation back, then your order is not yet confirmed.
 
You can check our UPDATES for details about waitlists and best way to order.

Question 13

How often should I get my tank cleaned?

Accepted Answer

Tanks should be inspected annually and cleaned if necessary.  Tank cleaning should ideally be carried out by a professional tank cleaning contractor. Please contact us for details of a tank cleaner in your area.

Question 14

How do I cancel an order?

Accepted Answer

We require at least 48 hours of your intention to cancel an order.
 
1) Please phone Gary direct on 021 630 322.
AND
2) Please also email: office@northharbourwater.co.nz
 
Wait list
If you are on our summer wait list and you're struggling to get through on the phone to Gary to cancel, it's imperative that you email us: office@northharbourwater.co.nz.  If we don't receive advice of your cancellation, a call out fee will be incurred.

Question 15

My water smells strongly of chlorine.  Why is this?

Accepted Answer

There could be several reasons for this.  Your water source and whether your existing tank water is contaminated.
 
All water delivered by North Harbour Water Carriers is potable (safe to drink) and is only taken from Watercare metered tanker filling stations.  This means the water we deliver is Class 1(a) and meets the requirements by Ministry of Health for drinking water standards.
 
When we pump water into a tank, the fresh water we have supplied mixes with any existing water and any sediment in the bottom of the tank is stirred up.  Our drivers take all care to pump the water against the side of the tank when filling to avoid stirring up sediment. We advise leaving the water for at least 2 hours to settle if possible. If you need water to drink straight away, please leave a clearly marked container by your tank and we'll fill the container for you.

Sometimes when the water already in the tank and the introduced water is mixed together, a reaction can occur between the chlorine (free available chlorine) in the drinking water delivered and the sediment/sludge in the bottom of the tank. This causes the drinking water to have a ‘chlorine odour’. The problem is solved when the household tank is emptied, any sediments are removed, the tank is cleaned and refilled with drinking water.
 
If you need a recommendation for a professional tank cleaner, contact us.
 
If your water source is predominantly rainwater via your roof spouting, you may need to check the spouting, down pipes as well as your tank.  Refer to this link for helpful information on keeping your household water safe and free from contamination.

Question 16

I'd like a quote for delivery

Accepted Answer

Sure!  If you can let us know your street address, we'll come back to you with a price for delivery.

Question 17

How much do you deliver?

Accepted Answer

Our tankers carry 11,000 litres per load.  We can deliver less than this or we can supply multiple tanker loads if required.

Question 18

I'd like to order water please

Accepted Answer

Sure!  Please send us your delivery address and we'll arrange delivery with you.  Please note that payment is required to secure delivery and we'll send you instructions to make payment.

Frequently asked questions