FAQs • Morgan Hill • CivicEngage

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MoGo Morgan Hill Quick Ride

Book trips with the MoGo mobile app (Apple App Store or Google Play), to get the most features including automatic alerts about the status of your ride.

If you don't have a smartphone, you may also book rides using a computer at the MoGo web booking site book.mogo.rideco.com, or by calling 408-330-3302.

When you make a reservation, you will be able to choose from a list of options for the pick-up and drop off times that best suits your schedule.

2. Where can I board MoGo?

Pick-up and drop-off is available at designated virtual stop locations within the Morgan Hill city limits. Virtual stops are located within 0.25 miles of most areas of the City including neighborhoods, commercial centers, and community spaces. Virtual stops are places where drivers can safely pull over to board passengers.

When you book your ride, type the pick-up location and drop-off location and the app will direct you to the nearest virtual stop for your MoGo ride.

MoGo virtual stops do not have a physical sign to designate where they are. Follow the instructions given when you book your ride or via the text or app updates to tell you where your stop is located. For instance, "Alkire at Peak - At the bus stop on the SW corner" OR "Centennial Recreation Center - At the drop-off location near the entrance of the Centennial Recreation Center" or "SB Monterey at 3rd Street - at the bus stop on the SW corner".

Explore the MoGo Virtual Stop Map.

3. What type of seats can I book?

MoGo Morgan Hill Quick Ride offers Child, Youth, Regular, and ADA Accessible seating options, including:

Regular
Regular with Bike - Passenger seat plus a bike rack space
Accessible - Passenger in a wheelchair or scooter
Youth - Ages 8-18
Child - Ages 0-7 (accompanied by a fare-paying parent, guardian, or responsible person age 16 or older; must bring and install an appropriate car seat or booster seat per California law)
Discount Fare - For riders that meet the income eligibility of the VTA Clipper SMART program.

Vehicles are equipped to carry strollers, bicycles, and baggage.

If bringing a bike, select “General w/Bike” when booking your ride. Bike racks, when available, have the capacity for two bikes.

Vehicles are ADA accessible and equipped to transport wheelchairs and scooters. If you require accessible seating, you can book a seat by selecting the Accessible option. You also have the option to add an additional companion traveling with you as a Regular seat.

Please remember that all passengers in one booking need to travel at the same time and get picked up and dropped off at the same stops.

4. Children & Youth: What is MoGo's policy for car seats?

Children's car seats or boosters must be provided by riders.

View California law.

In compliance with California law, all passengers 7 and under must ride in an appropriate Child Restraint System (CRS), such as a safety seat or booster; and all passengers under age 2 must ride in an appropriate rear-facing safety seat.

At this time, MoGo does not provide car seats or boosters. Please bring an appropriate car seat or booster for your child passenger, and be prepared to install it when you board. While drivers can provide information about LATCH attachment points, they cannot assist caregivers with installation.

Caregivers must provide an appropriate safety seat and install it in the vehicle.

5. How do I cancel or change a scheduled ride?

You cannot change your existing ride booking. However, you can cancel your ride and book a new ride that suits your pick-up or drop-off location.

A ride can be cancelled with the MoGo app, online on the web booking site (book.mogo.rideco.com) or by calling 408-330-3302.

To cancel a ride in the MoGo app, click the Menu in the top left corner. Select "My Rides". Click the "Upcoming" tab to view your scheduled rides. Click on the ride you wish to cancel. Then click the "Cancel the Ride" button directly below the map image.

If you have pre-paid for your ride with a credit or debit card, a credit will be applied to your account.

You can then book a new ride (subject to availability).

6. How do I pay for my ride?

In the MoGo app or on the booking website, payments are made at the time of booking with a credit or debit card.

Customers may also select the offline payment option (cash) at the time of booking. When you board the vehicle, you will pay in cash to the driver. Please have exact change. Driver does not carry change.

7. How do I know when a driver will pick me up?

Your ride booking will specify a time window of 10 minutes for pick-up. We advise you to reach your pick-up point 5 minutes before your pick-up window. You will also receive notifications when your vehicle is on its way, when your vehicle has arrived, and if your ride is running late. Updates are sent via SMS text message and the MoGo app.

As it gets closer to the time of your ride, we will send you an updated ETA. You will also receive a notification when your vehicle has arrived. Updates are sent via SMS text updates and the MoGo app. You have the option to use the mobile app to track your vehicle’s location in real-time as it comes to pick you up.

8. Is the MoGo service ADA acccessible?: MoGo offers an ADA service option for users in a wheelchair or scooter. When booking, select an "Accessible" ride.

9. How long will the driver wait for me?: You will receive a notification when your vehicle has arrived to pick you up. As a courtesy to your co-riders, the driver will only wait for up to 1 minute. To stay on schedule, the vehicle will depart if you do not show up within the 1-minute waiting period.

10. What if I cancel or do not show for my ride?: When you book a ride with MoGo you are making a commitment to the system and the driver as a schedule is created to accommodate your trip. If due to some reason you are not able to take the ride, we advise you to cancel as soon as possible.

11. How will I recognize my MoGo ride?

MoGo vehicles are a white Dodge Caravan with distinctive coloring and graphics as seen here, or a grey Dodge Caravan with the MoGo logo on the door.

In addition, you have the option to get updates about your ride's location via the MoGo app and SMS text notifications.

MoGo Van

12. What if I don't have a smartphone?

408-330-3302 can be used to schedule your trip through MoGo’s Call Center. The agent will be able to give you a vehicle arrival time, along with confirming your pick-up and drop-off locations.

You may also book from a computer at book.mogo.rideco.com

13. What if I am traveling with a pet?: Service animals are welcome, as required by law. All other pets must be secured in an enclosed carrier to board MoGo.

14. Can I book in another language besides English?

The MoGo app and web booking site are currently available in English and Spanish.

To change the MoGo app language to Spanish, click the Menu in the top left corner, then click on your Profile. Select Language - Spanish.

You may also call 408-330-3302 to book rides in English.

15. How do I qualify for a discounted fare?

Rides are $2.50 each per person per ride (one-way fare).

MoGo also offers a discounted $1.00 low-income fare. Passengers qualify if their household income is within 200% of the federal policy level.

To qualify, you must have a gross (before taxes) income level at or up to the amounts below.

Household size	Household income up to
1	$27,180
2	$36,620
3	$46,060
4	$55,500
5	$64,940
6	$74,380
7	$83,820
8	$93,260

Add $9,440 for each additional household member over eight.

16. Who will be my driver?: MoGo drivers are CLS employees. CLS is the transportation service company operating the MoGo vehicles. All drivers are screened before they are hired and have received specialized safety training, including incident prevention.

17. Do all MoGo drivers have a background check?: All MoGo drivers must pass a background check and complete appropriate training.

18. What other modes of transit can I connect to?: MoGo has virtual stops at CalTrain and at all VTA Bus Route stops in Morgan Hill.

19. Is this service meant to replace bus service?

MoGo is a supplement to the existing public transit within Morgan Hill.

MoGo helps expand ride-hailing technology to public transit customers, including historically underserved communities and populations, along with areas of the County where fixed-route bus or rail service is less frequent or unavailable.

20. How is MoGo funded?

MoGo Morgan Hill Quick Ride is funded with 2016 Measure B Innovative Transit Service Models program funds under the Transit Operations Program Area goal of supporting new/innovative transit service models that will address first/last mile connections and transit services for the transit dependent, vulnerable populations, and paratransit users that is safe and accountable.

21. Will I be able to rate my trip?: Yes. At the end of a trip, mobile app customers will be invited to rate their ride and submit comments about MoGo.

22. What if I have comments, concerns, or questions about MoGo?: You can send any comments, concerns or questions within the app or web booking website by navigating to the “Help” menu. Alternatively you can email mariah.dabel@morganhill.ca.gov or call MoGo at 408-330-3302.

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Private Sewer Lateral

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1. When does the program come into effect?: Beginning June 1, 2022, inspections will be required and repairs made, if needed, for all private properties prior to the event of a resale.

2. Why is the sewer lateral program necessary?: Wastewater (sewage) from homes and businesses in Morgan Hill flows in private pipes (laterals) to neighborhood collection pipes and is ultimately carried into a large sewer trunk line down to the wastewater treatment facility in Gilroy. While this trunk line is designed to carry all the wastewater generated by homes and businesses, it is not large enough to carry stormwater too. Unfortunately, as the wastewater collection system has aged these private sewer laterals are subject to the cracking, root-fill, displacement, and failures that allow stormwater to rush in and overflow the City’s infrastructure during large storm events. This stormwater intrusion has resulted in sewage overflows in the trunk line that can pollute local creeks and rivers and could ultimately compromise drinking water quality.

3. What is a private sewer lateral?: Laterals, also known as building sanitary sewers, are the sewer pipes that carry wastewater from toilets, sinks and drains and connect from the house or building to the City’s public sewer pipelines. They are typically made of 4” diameter clay or plastic pipe. On private properties the sewer lines from the exterior of the building to the main public sewer line, including the connection to the city main, are the responsibility of the property owner.

4. Who is affected by this program?: All private property owners - residential, commercial, and industrial - within the city limits of Morgan Hill and connects to the city sewer main line. This ordinance applies to all properties that are more than 15 years old. If the property is a new construction that is 15 years or less of age, this inspection is not required. The property may complete an Exemption Form to provide to the Buyer during the real estate transaction.

5. What are the responsibilities of private property owners?

Maintain a fully functional private lateral sewer system
Prior to the sale of a property, find and hire a Qualified Contractor, to complete a CCTV video inspection of the sewer lateral
Submit the passing inspection report and request a dropbox link to upload the CCTV footage to PSL.WC@morganhill.ca.gov (only passing inspection reports should be submitted)
The passing report and video will be verified by City teammates for completeness and any discrepancies
Once verified by City teammates, a certificate of compliance will be issued within five business days
If the inspection does not pass, the damages will need to be repaired and a new inspection that passes will have to be performed by the Qualified Contractor

6. Where do I start?

1. Choose a qualified plumbing contractor to perform the inspection. We recommend calling and receiving a few quotes. Qualified plumbing contractor must meet these requirements:

Must be NASSCO certified (search using the following criteria: Under the LOCATION text box, type in "Morgan Hill" and use the drop down menu for the RADIUS box).
Must be a Licensed Contractor
Must have a City of Morgan Hill Business License

2. Have the qualified plumbing contractor complete the inspection at the property and completely fill out the Utility Inspection Report Form (PDF).

3. If the inspection passed, email the report to PSL.WC@morganhill.ca.gov and request a personalized Dropbox link to submit the passing CCTV footage.

4. After verification, you will receive a Certificate of Compliance. The certificate is valid for ten (10) years.

5. Keep this certificate for any future real estate transactions and provide to the new property owner upon sale.

7. Who is a Qualified Plumbing Contractor?

A qualified plumber meets the following criteria:

8. What does the inspection consist of?: In compliance with this ordinance, a Qualified Contractor must perform a closed-circuit TV (CCTV) inspection of the private sewer lateral, typically from the clean-out closest to the building to the connection to the sewer main in the street. A Qualified Contractor is defined as a licensed plumbing contractor with a City of Morgan Hill business license and an active pipeline or lateral assessment certification from NASSCO. The Qualified Contactor will complete the Utility Inspection Report Form that must be filed with the City. The Qualified Contractor will inform the property owner if the inspection passed or failed and if any repairs need to be made to the sewer lines.

9. What is the estimated cost?: Inspection of private sewer laterals may cost from $300-$800 depending on the Qualified Contractor chosen. If the private sewer lateral lines cannot be accessed it may be necessary to install a new cleanout pine, which can range from $2,000 to $4,000 plus the inspection cost. Fixing serious structural or operation defects can vary widely in cost, with a full lateral replacement including new clean-out costing on average between $10,000 - $15,000.

10. What if repairs need to be made?: If the initial inspection fails, all repairs must be completed to obtain a Certificate of Compliance. On the Utility Inspection Report Form the Qualified Contractor will note what repairs need to be completed by any licensed plumbing contractor with a City of Morgan Hill business license in order to pass a future inspection. A second inspection will need to take place after the repairs are completed to pass the inspection for the property. If the seller of the property negotiates with the buyer, a Transfer of Responsibility to Repair Form may be completed.

11. Does a Qualified Plumbing Contractor have to perform the repairs/replacement?: No. If repairs are necessary, they can be conducted by any licensed plumbing contractor with a City of Morgan Hill business license. The NASSCO certified licensed contractor is only necessary for the inspection (and re-inspection), but not required for any needed repairs. A Qualified Plumbing Contractor with NASSCO certification will be required to conduct the final inspection after any repairs are made.

12. What if this delays the sale of the property?: To mitigate any property transfer delays the two participating parties may choose to complete the Transfer of Responsibility Form, allowing for the buyer to take responsibility for all repairs that may need to be completed on the private sewer lateral in order to pass inspection. The new property owner will be allotted 180 days to complete the repairs. Buyers who do not complete the improvements as required will be subject to penalties and could have their water service terminated.

13. What is a private sanitary sewer collection system?: This is a combination of multiple residences, on the same private property (e.g., apartment complexes, office buildings), where multiple lateral lines from the exterior of the building combine to a private main sewer line that connects to the main public sewer line, including the connection.

14. Why do I need a Certificate of Compliance?: A Certificate of Compliance is needed in the City of Morgan Hill for the new property owner (Buyer) to begin new water services.

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Water Conservation

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1. Is this a State Law requirement?: California Water Code Section 375 authorizes water suppliers to adopt and enforce a comprehensive water conservation program to reduce water consumption and conserve supplies. Article 1.4 of Chapter 2 of Title 4 of Part 4 of Division 2 of the California Civil Code requires that residential and commercial real properties built and available for use or occupancy on or before January 1, 1994, be equipped with water-conserving plumbing fixtures.

2. When does the ordinance come into effect?: The Ordinance came into effect on June 1, 2022. The Water Conservation Ordinance states that all properties constructed before January 1, 1994, will need to be inspected and retrofitted before the time of sale to ensure that they have been updated plumbing fixtures (toilets, showerheads, and urinals) exclusively with high efficiency plumbing fixtures.

3. Does the Water Conservation Ordinance apply to my household?: All private properties - residential, commercial, and industrial - built on or before January 1, 1994, served by the City of Morgan Hill water utility must abide by the Water Conversation Ordinance 13.04.335. All existing residential, commercial, and industrial buildings shall, at the time of sale, be retrofitted, if not already completed prior to the sale, with high efficiency plumbing fixtures.

4. What fixtures need to be retrofitted?: Showerheads, toilets, and urinals that were manufactured in 1993 or earlier need to be replaced with the new high efficiency fixtures (USEPA WaterSense). The provisions of this chapter shall apply to showers, toilets, and urinals whenever the title to real property is conveyed from the seller to the buyer, for consideration, by means of a grant deed.

5. Why do I need to retrofit my fixtures?: The purpose of this Ordinance is to reduce long-term demand for potable water within the city water service area in order to ensure a reliable and adequate public water supply by establishing water efficiency standards for interior plumbing fixtures when changes in ownership of real property occur. These standards will become an element of the City of Morgan Hill’s water conservation and supply shortage program. The program’s purposes are to reduce water consumption within the City of Morgan Hill through conservation, enable effective water supply planning, assure reasonable and beneficial use of water, prevent waste of water, and maximize the efficient use of water within the City of Morgan Hill to avoid and minimize the effect and hardship of water shortage to the greatest extent possible.

6. What are the standards for new high efficiency fixtures that I need to switch to?

1. A USEPA WaterSense fixture

1. Any showerhead rated to use a maximum of 1.8 gallons of water per minute

2. Any high efficiency toilet rated to use a maximum of 1.28 gallons of water per flush (pre-existing toilets that use not more than 1.6 gallons per flush shall be considered to meet the requirements of this code)

3. Any urinal and associated flush valve rated to use a maximum of 0.125 gallons of water per flush

7. Who is responsible for ensuring that the fixtures are retrofitted?: Homeowners will need to arrange for an inspection to be performed by a qualified licensed plumber, who upon completion of inspection, will complete the Utility Inspection Report (PDF). This completed and approved inspection form is needed in order to receive a Water Conservation Certificate from the City.

8. Who is a Qualified Plumbing Contractor?

A qualified plumbing contractor with meet these requirements:

Licensed Contractor with the State of California
Has a City of Morgan Hill Business License

9. How do I find a licensed plumber?: Any California licensed plumber with a Morgan Hill business license to perform work in the City of Morgan Hill may conduct this inspection.

10. Where and when do I receive a Water Conservation Certification?: When a qualified licensed plumber comes to inspect all fixtures on the property and passes all fixtures as retrofit within, a Utility Inspection Report Form will be filled out. This completed form will need to be submitted to the City via PSL.WC@morganhill.ca.gov. At this time, the City will review the inspection form and a Water Conservation Certificate will be awarded to the homeowner before property sale. If the inspection fails for any of the fixtures, they will need to be retrofitted (replaced) and another inspection will need to be scheduled to show that the fixtures pass the inspection and meet the high efficiency standards.

11. What if I live in a mobile home?: Mobile homes are not exempt and are responsible for retrofitting plumbing fixtures.

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