Matthews, NC · Short answers before you call
Plumbing FAQs for Matthews: the questions homeowners ask before they call, answered directly
Water on the floor, a bill that jumped, a heater that is getting old? The answers below are short and sourced. If yours is not here, call (833) 571-0120 and ask.
Each answer links to the page that covers the topic in full.
Emergency plumbing questions: the first minutes matter most
When water is loose or something smells wrong, the first minutes matter more than the repair.
What should I do right away during a plumbing emergency in Matthews?
Close the main shutoff valve, which in many homes sits where the water line enters the house. Turn off the water heater at the breaker or the gas control, stay away from outlets near standing water, photograph the source and the damage, and call. If you smell gas, leave the house and call 911 or the gas utility from outside. Do not relight a pilot in a room that smells of gas.
Related: what happens after a pipe splits drying out after a flood.
Bills, lines and utilities
Who owns what, and who to call, depends on where the pipe sits and which utility sends your bill.
My water bill jumped. Is it a leak, and who do I call first?
Close every tap, read the meter, wait about half an hour and read it again. If the number moved, water is going somewhere past the meter. Charlotte Water has a private-side leak adjustment: it removes 50 percent of the excess water. It also removes 50 percent of the excess sewer when the water returns to the sewer system. The limit is two adjustments per rolling 12 months, and it asks for a plumber's statement or receipt. Call 311 or 704-336-7600 for the details.
Related: tracing a leak with the meter test.
Who is responsible for the water and sewer lines between my house and the street?
The pipes inside the house are yours to repair, and Charlotte Water says it cannot assume responsibility for private plumbing. The utility maintains the public main. The exact boundary on your lot depends on the property, so call Charlotte Water at 311 or 704-336-7600, or Union County Water at 704-296-4210 if that utility sends your bill, and ask where its responsibility ends.
Related: who handles what on a sewer line.
Can heavy rain cause a sewer backup, and who fixes it?
Heavy rain can add water to the sewer system and expose weak points in a private line, such as cracks and root intrusion. If one fixture backs up, the clog is usually local. If the lowest drain in the house backs up or several fixtures gurgle together, the main line is the likely cause. The private line is the owner's to repair, and a problem in the street main goes to the utility.
Related: local clog or main line.
Do I need to call 811 before digging to find a water or sewer line?
Yes, before any digging. NC811 asks you to contact 811 or 1-800-632-4949 at least three working days before you dig. The locate covers public utility lines, so a plumber working on a private line still checks the route before breaking ground.
Related: digging out a failed line.
Water heaters, pipes and water quality
These four questions come up when a heater ages, a pipe fails or someone suggests a softener.
How long does a tank water heater last?
The Department of Energy puts the life of a storage tank at 10 to 15 years, per its water heater guide. Look at the label for the manufacture date. A tank that rumbles, leaks at the base or delivers rusty hot water is usually a replacement, not a repair.
Related: planning a replacement.
Who can replace a water heater in North Carolina, and does it need a permit?
North Carolina requires a plumbing license for water heater work done for pay under G.S. 87-21, with an exception for an owner working on their own property. Permit rules vary by county. Union County says a replacement is generally exempt only when fuel, energy source, location, capacity and the routing of venting and piping do not change, and Mecklenburg County has its own process. Ask your plumber whether a permit applies at your address and who files it.
Related: repair before you replace.
Is Matthews tap water hard, and do I need a softener?
Charlotte Water's 2025 water quality report puts average total hardness at 32 ppm, which is soft. Charlotte Water serves Matthews and Mint Hill. That figure does not apply to homes on Union County Water, such as parts of Indian Trail, so check which utility sends your bill before drawing conclusions.
Related: hardness and tankless units.
Could my 1980s or 1990s home have polybutylene pipe?
It could. WRAL reported that polybutylene supply pipe was installed in homes from about 1978 to 1995. That does not mean any particular house has it. A plumber can identify the material at the main shutoff or under a sink in a few minutes, and a visual check is the only way to know.
Related: how to identify it.
Leaks, sewer lines, drains and toilets
Four questions about problems that start out of sight and get noticed late.
What are the most common signs of a hidden slab leak in Matthews homes?
The usual signs are a water bill that climbs with no change in how you use water, a meter that keeps moving when every tap and appliance is off, and a warm spot on a floor over a hot water line. You may also hear running water in a quiet house, or find damp carpet, a musty smell or moisture at the base of a wall. None of these proves a slab leak on its own, so a meter test and a leak search come before anyone breaks concrete.
Related: slab leak detection and repair the meter test.
When is trenchless pipe lining recommended over digging up the sewer line?
Lining suits a pipe that is cracked, root-damaged or corroded but still holds its shape from one end to the other. A camera look decides it. If the pipe has collapsed, sagged into a belly that holds water or come apart at a joint, that section has to be replaced, and lining will not fix it. Lining also trims the inside diameter slightly, so ask how the plumber confirmed the pipe is sound enough to line.
Related: how lining works when a section has to be dug out.
How often should a house have its drains professionally cleaned or hydro jetted?
There is no fixed schedule that fits every house. Many homes need nothing until a sign shows up: slow drains, gurgling, or a clog that returns within weeks. Houses with mature trees near the sewer line, or kitchens that send a lot of grease down the drain, may justify a camera look and periodic cleaning. Ask for the camera footage first, so the cleaning method matches what is in the pipe.
Related: when a clog keeps coming back what jetting does.
Why does my toilet run on its own without being flushed?
This is often called a phantom flush. The usual cause is a flapper that no longer seals, so tank water slips into the bowl and the fill valve tops it up every so often. A fill valve set too high can do the same. To test the flapper, put a few drops of food coloring in the tank and wait without flushing. Color in the bowl means the flapper is leaking, and a running toilet can add quietly to your water bill.
Related: the dye test and the usual parts.
Coverage and cost
Two practical questions before anyone is sent.
Is my ZIP code in range?
We take calls from ZIP codes 28104, 28105 and 28106 and from the towns and neighborhoods with their own pages. A ZIP alone does not settle where a house sits, so give us the street address. We confirm it by phone and make no promise about arrival time from a ZIP code alone.
Related: the full list of areas.
What does a plumbing job cost in Matthews?
It depends on the scope: the size of the heater, the length of the pipe, how deep a leak sits and how easy it is to reach. The cost page shows wide ranges for common jobs, based on national price guides checked in October 2026. They are not quotes. Ask for a written scope so you can compare two bids line by line.
Related: price ranges by job.
Plumbing question not answered here? Call and tell us
Call and tell us what you see. We answer what we can on the phone and say plainly when the answer needs someone to look at the pipe. We do not guess at a cause from a description alone when the guess could cost you a repair you did not need.
Describe the problem and give us the street. We confirm your address by phone.
Call (833) 571-0120