Water Utility Billing FAQ

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1. When will I see my bill?
2. When is my bill due?
3. How do I read my water utility bill?
4. I am having financial difficulty and cannot pay my water utility bill. Do I have options?
5. I got a yellow door hanger today, what does that mean?
6. How long do I have to pay before I am interrupted after receiving the yellow door hanger?
7. What if I didn’t see a yellow door hanger?
8. Why don’t I have water?
9. How much will my water bill be each month?
10. Why is my bill so high?
11. Is there a deposit to setup service?
12. I got a letter stating my deposit was being increased, why?
13. Why is my summer bill higher?
14. How often is my meter read?
15. Can I read my own meter?
16. What if the read I see is different or lower than what was on my last bill?
17. What are my options for paying the water utility bill?
18. What charges are on my water utility bill?
19. My trash/recycling cart is broken, who do I contact?
20. What are my contact options?



 

1. When will I see my bill?

You will receive a water utility bill each month while service is active. The timing of your bill will depend on the cycle your service is in. Please ask a representative for more information.

2. When is my bill due?

Your monthly water bill is due 21 days from the date the bill was created. Your bill will state the due date in the upper right hand corner and in the lower right hand corner of the bill.

3. How do I read my water utility bill?

See the graphic below:

water_utility_billing_faq_01
(click image to enlarge)

4. I am having financial difficulty and cannot pay my water utility bill. Do I have options?

Yes, you can reach out to us by phone or in person and we can setup a 10 day extension. If you are having long term difficulty, we can also refer you to local social services that assist customers with utility payments (after meeting their criteria). Please contact us by phone or in person for more information.

5. I got a yellow door hanger today, what does that mean?

Water utility bills are due monthly by the due date shown on the bill. When the water utility bill is unpaid for two consecutive months and the due date has passed, you will receive a late fee and the yellow door hanger notice.

When a bill has a past due balance, the bill clearly notes the final date for payment in two locations. The account will receive a late fee the following day and a yellow door hanger is delivered as a courtesy notice that the account will be scheduled for interruption if the payment is not received.

water_utility_billing_faq_02
(click image to enlarge)

6. How long do I have to pay before I am interrupted after receiving the yellow door hanger?

Typically, your service will not be interrupted for non-payment until a week after the yellow door hanger is delivered. However, during the holidays, this can be shorter or longer. Always look at your door hanger as it provides the date service is scheduled for interruption.

7. What if I didn’t see a yellow door hanger?

The yellow door hangers are provided as a courtesy notification that the account is two months past due and will be scheduled for interruption if payment is not received. Your bill is the formal notification of a late balance on the account which is due. Courtesy door hangers do not change the accrual of late fees or subsequent interruption for non-payment.

Customers are encouraged to contact our office at any time if there is a question about account balances or due dates.

8. Why don’t I have water?

Have you applied for service? If so, see the next item. If not, you must apply for water utility service. Please contact us by phone or in person at City Hall.

Is your bill past due? If not, see the next item. If so, your service was interrupted for non-payment. Please contact us by phone or in person to make payment and service will be restored.

Check your water shut off valve. This is typically located in the front of the property near the outdoor faucet. If you still do not have water, please contact us by phone or in person.

9. How much will my water bill be each month?

Your water utility bill will vary month to month based on the amount of water you use. Typically, winter months use less water while summer months use more (for irrigation). Please see the water, wastewater, and sanitation rates online at: www.cityofcarrollton.com and click on Departments – Utility Customer Service

10. Why is my bill so high?

Water usage can vary depending on the time of year and how many people are using the water monthly. Have any of these things changed recently?

Leaks can sometimes be seen as slow but steady increases in consumption. Does the graph on your water utility bill show slow and steady increases? If so, you may have a leak.

Check your toilets and faucets for possible leaks. You can place a small amount of food dye into the back tank of the toilet and check it in 20 minutes. If the food dye is in the toilet bowl, you have a leak in the tank of the toilet (usually the flapper). This is an inexpensive and easy fix.

Turn off all of the faucets around the property. Are any still dripping? If so, you have a small faucet leak. Typically, this is due to a corroded or bad gasket in the faucet. This is an inexpensive and easy fix.

If neither of the above is true, go to your meter and check if the flow indicator (usually a small red triangle above the dials) is moving. If everything at the property is turned off and the flow indicator is moving, water is leaking somewhere. Most of the time, you will need to hire a plumber to detect where the leak is.

11. Is there a deposit to setup service?

Yes, residential applicants will have a minimum $75 deposit. There are a few cases where the deposit will be higher; this will be determined and provided to you at the time of application.

Yes, commercial applicants will have the higher of, a $100 deposit OR 1/6th the annual bill of the service location. The representative helping you will determine and provide at the time of application.

Yes, apartments are billed at the per unit rate shown in the utility rates. The number of units is determined based on the building plans submitted and are not negotiable.

Yes, portable hydrant meters are $1,500 and due before the meter is released.

Deposits are kept for the life of the account for commercial and apartment. For residential, a deposit may be considered for refund if there are no late fees assessed for the year.

12. I got a letter stating my deposit was being increased, why?

Additional deposits are due when service has been assessed and interruption fee for non-payment 2 or more times in a year, 2 returned payment items in a year, or any combination thereof.

13. Why is my summer bill higher?

Typically, there is more usage during the summer due to irrigation of lawns.

Rates are higher during the summer and based on usage; the more usage, the higher the rate will be. Please see the water utility rates for current rates and tiers.

14. How often is my meter read?

We read every month at least once per month. We will re-read meters that fail our internal consumption tests as well as when a customer requests.

15. Can I read my own meter?

Yes! We encourage you to read your own meter every month. If you need a quick lesson on how to read the meter, please contact us by phone or in person (in person, we usually can show you a sample meter).

16. What if the read I see is different or lower than what was on my last bill?

Please contact us if your reading is lower than the last bill. We will dispatch a technician to verify and adjust your bill accordingly if the reading was billed incorrectly.

17. What are my options for paying the water utility bill?

Options are:

In person at City Hall by cash, check or credit/debit card (a convenience fee applies to credit/debit transactions)

By phone using credit/debit card (a convenience fee applies to credit/debit transactions)

Online at our Utility Payment Portal – credit/debit card (a convenience fee applies to credit/debit transactions)

Automatic Bank Draft – No fees and payment drafted on the due date every month

Through your bank online

Drive through Kiosk – cash, check or credit/debit card (a convenience fee applies to credit/debit transactions)

At Fidelity Express locations – you can locate one by you at www.fidelityexpress.com

18. What charges are on my water utility bill?

Water, Wastewater, Irrigation, Fire Line, and Sanitation are services that we bill on the water utility bill. Depending on your location, you could have any combination of these services.

Residential is typically: Water, Wastewater, and Sanitation

Commercial can be any of the above except Sanitation

Apartments can be any of the above

19. My trash/recycling cart is broken, who do I contact?

If your trash or recycling cart is broken, please contact us by phone or in person and we’ll create the service order to have it repaired or replaced.

20. What are my contact options?

Call us for water utility setup, disconnect, questions, etc. at 972-466-3120

Call us for trash/recycling cart issues, missed pickup, etc. at 972-466-4950

Contact us by email with questions at ContactUs@cityofcarrollton.com

In person at City Hall, 1945 E. Jackson Rd, Carrollton, TX 75006

Call hours are Monday thru Friday from 7:00AM – 6:00PM

City Hall hours are Monday thru Thursday from 7:30AM – 5:30PM and Friday from 7:30AM – 11:30AM

 

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