Emergencies include chemical or other pollutant spills affecting source water, extreme drought, extreme flooding, power outages and water main breaks. Each of these causes unique problems to the water supply. If possible, the best plan in an emergency is to contact your water provider, local government, state government (1), or the EPA (2). Another resource is the EPA's Safe Drinking Water Hotline number 1-800-426-4791.  If water has been contaminated, do not drink it and seek a source elsewhere, such as bottled water or tap water from an unaffected area. Follow instructions from authorities such as your local water system provider, police, medical or government officials. Some Kentucky state resources for emergencies are the Environmental Management Branch (3) which can be reached at 502-564-4856 and Kentucky Emergency Management (4) which can be reached at 800-255-2587. 

Local Contacts for Harlan County

Harlan County water districts and their contact information, electric utilities, as well as a few other emergency numbers.

Benham Power Board

(606) 894-0222

Black Mountain Utility District

(606) 573-1277

Cawood Water District

(606) 573-3744

Cumberland Valley Electric

(606) 589-4421

Cumberland Sewer Treatment

(606) 589-4022

Cumberland Water Works

(606) 589-4024

Evarts Water Plant

(606) 837-3232

Harlan County Community Action

(606) 573-5330

Harlan Emergency Management

(606) 573-6082

Harlan Municipal Water Works and Utility

(606) 573-1540

Lynch Water Works

(606) 848-2282

Kentucky State Police Post 10

(606) 573-3131

What should I do if my water is discolored or has a strange smell?

Water from the tap may sometimes have a smell or color that is not normal. Tap water should not have a smell or color to it normally. If there is discoloration or smell check with your water provider to see if there are any notifications of issues or if there is a boil water advisory. You may need to use bottled water or water from another source until the issues are fixed. Notify your water provider of these issues. (5)

What are my rights as a water customer?

The United Nations includes access to clean water and sanitation in its Sustainable Development Goals, stating that "Access to water, sanitation and hygiene is a human right."

Kentucky's governor, Andy Beshear, stated in 2022, “Having clean, reliable water service is a basic human right."

The Kentucky Public Service Commission is an agency of the Kentucky state government that regulates utilities such as electricity and water. They have some influence over laws and court judgments, help utilities set reasonable rates, and oversee regulations regarding safety and affordability. 

According to the Kentucky government Consumer Bill Of Rights: 

As a residential customer of a regulated public utility in Kentucky, you are guaranteed the following rights subject to Kentucky Revised Statutes and the provisions of the Kentucky Public Service Commission Administrative Regulations. 

• You have the right to service, provided you (or a member of your household whose debt was accumulated at your address) are not indebted to the utility.

• You have the right to inspect and review the utility’s rates and tariffed operating procedures during the utility’s normal office hours. • You have the right to be present at any routine utility inspection of your service conditions.

• You must be provided a separate, distinct disconnect notice alerting you to a possible disconnection of your service if payment is not received. 

• You have the right to dispute the reasons for any announced termination of your service. 

• You have the right to negotiate a partial payment plan when your service is threatened by disconnection for non‐payment. 

• You have the right to participate in equal, budget payment plans for your natural gas and electric service. 

• You have the right to maintain your utility service for up to thirty (30) days upon presentation of a medical certificate issued by a health official. 

• You have the right to prompt twenty‐four (24) hour restoration of service or close of the next business day, whichever is later, and shall install and connect new service within seventy‐two (72) hours, or close of the next business day, whichever is later, if the cause for refusal or discontinuance of service has been corrected and the utility’s tariffed rules and 807 KAR Chapter have been met. 

• If you have not been disconnected, you have the right to maintain your natural gas and electric service for up to thirty (30) days if you present a Certificate of Need issued by Community Action Kentucky between November and the end of March. 

• If you have been disconnected due to nonpayment, you have the right to have your natural gas or electric service reconnected between the months of November through March provided you: 1. Present a Certificate of Need issued by Community Action Kentucky and 2. Pay one third (1/3) of your outstanding bill ($200 maximum), and 3. Accept referral to the Weatherization Program, and 4. Agree to a repayment schedule that will cause your bill to become current by October 15. 

• You have the right to contact the Public Service commission regarding any dispute that you have been unable to resolve with your utility (Call Toll Free 1‐800‐772‐4636) (6)

For more information,

The Energy and Environment Cabinet of the Commonwealth of Kentucky's informational website for consumers has answers to frequently asked questions about water safety, customer rights, emergency preparedness,  and many other topics  (5.5).

Who is there to help with any water related problems?

For a long-term view of your water's quality, look for Consumer Confidence Reports (CCR) or an annual drinking water quality report for your utility. The EPA requires community water systems to make a CCR available to their customers yearly by July 1st. These may be mailed to customers or a link may be provided on a water bill or water utility website. These reports provide information to citizens about their local drinking water quality on an annual level. A CCR will have data on contaminant levels and days out of compliance for local water providers.  Contact your water provider if you need help locating your CCR. (7)

CCR’s have a variety of important information such as:

• the source of the drinking water

• a brief summary of the risk of contamination

• regulated contaminants beyond federal limits that are found and the potential health effects of those contaminants

• any record of the actions taken to restore clean water

• an educational statement for vulnerable populations about avoiding contaminated water

• educational information on contaminants and where these may be a concern

• contacts for additional sources of information. 

If your water provider does not have an easily accessible website or contact information, sometimes they have a Facebook page. One place to search for your water provider is the Kentucky Drinking Water Watch Water Systems search tool (8). You can find out the points of contact and their phone numbers, the number of service connections they provide, the size of the population they serve, the sources of the water, and service area.

State reports (found here: https://waterdata.usgs.gov/ky/nwis/qw has an interactive map to access real-time water data from over  13,500 stream, lake, reservoir, precipitation, groundwater, and water quality stations across the U.S., including current weather and hazard conditions, with the data refreshed every minute. The dashboard allows you to zoom into stations in your county. This link on the USGS site explains how to use the water data dashboard. USGS water news https://help.waterdata.usgs.gov/news may have state specific and local information as well.

What if I have a problem with my water company - or other utility?

The Kentucky Public Service Commission is available to help with complaints regarding your water system. They suggest the following steps:

• FIRST, CONTACT YOUR UTILITY with your question. If the utility representative cannot resolve your problem, speak with the supervisor.

• SECOND, CONTACT EITHER THE WATER BOARD OR THE CITY COUNCIL, OR COUNTY FISCAL COURT, whoever oversees your water system. You may be able to appear in person before them to explain your situation.

• IF THE PROBLEM IS STILL NOT RESOLVED, contact the Commission's Consumer Services staff. The investigator will:

  • provide information about the Commission's rules and state laws,

  • contact the utility for information and documentation regarding your account, and

  • attempt to resolve your problem through discussion with the utility.

• THE UTILITY WILL NOT DISCONTINUE YOUR SERVICE if you have a billing complaint pending before the Commission as long as you pay the undisputed amount of your bill and continue to pay your regular monthly bills.

• IF THE PROBLEM IS STILL NOT RESOLVED, you may file a formal complaint and request a hearing before the Commission. The Consumer Services staff can provide you with the proper forms for filing a formal complaint.

Kentucky Public Service Commission

Address: P.O. Box 615, 211 Sower Boulevard, Frankfort, Kentucky 40602-0615

Phone: (502) 564-3940, Fax: (502) 564-3460, Hotline: 1-800-772-4636

Office Hours: Monday - Friday 8am - 5pm 

What if I have a bill I can't pay?

If you need help with utility bills, once a year you can apply to your local Community Action Agency for assistance in paying bills. Check with your utility to see if they have a forgiveness program or a payment plan.

What is a boil water advisory?

This is a notice sent out from a water company suggesting that consumers should follow a procedure to boil their own water when high levels of biological contaminants such as bacteria, parasites, protozoa and viruses, are found in the drinking water or their presence is possible because of a water line break. Boiling water can kill these contaminants. Filtering water will not remove the biological contaminants that have prompted the boil water advisory.

If you know or suspect that your water might be contaminated with fuel or a toxic chemical, you should use a different source of water, as boiling will not remove those pollutants.  Boiling water also doesn’t remove heavy metals such as mercury, lead, arsenic and chromium, and may even concentrate them. Arsenic is common in areas where there are mining operations and in groundwater (9), and is one of the contaminants required to be measured by the EPA and included in the yearly Consumer Confidence Report.

This fact sheet from the Energy and Environment Cabinet of the Kentucky state government gives detailed information about how to boil water to make it safe to drink (source).

How am I notified of a boil water advisory or when it’s lifted?

You may be able to see this on your water provider's website, Facebook page or mobile alerts.  Some water companies will call consumers to notify them when a boil water advisory is put in place or lifted. Water providers are responsible for notifying consumers.  (9)

What should I do if I’m not receiving these alerts?

You should contact your water provider.  (9) If you are not satisfied with their response, contact the Harlan County Health Department, 402 East Clover, Harlan, KY 40831.  Phone: 606-573-3700. 

Sometimes there is a more serious problem detected in a water system. The Center for Disease Control has published a one-page information sheet that may be viewed and downloaded in English or in Spanish.

Do Not Drink Water Advisory

This advisory may be issued when there is the possibility of contamination from toxic chemicals or radioactive contaminants. Use bottled water for all uses relating to eating, drinking, or other possibility that you, your family, and your pets might swallow the water. In some cases, it is deemed safe to bathe in the water, wash your hands, or flush toilets. Be especially careful that babies and young children don't accidentally swallow this water, and remember to not use ice machines or dishwashers with this water. 

Do Not Use Water Advisory

In rare cases, health authorities may issue a "Do Not Use Water Advisory."  In this case, do not use the water for any purpose, even for bathing. It is important that this water not get into your stomach, lungs, or even your skin.