Frequently Asked Questions

Due dates are based on the geographic location of the property and cannot be changed. We have 3 billing cycles, and depending on where you live, your due date is the 1st, 10th, or 20th of the month.

There is a 5 day grace period after the due date to have your payment in. You must remit payment of the bill amount plus the late fee listed on the bill. After that, service is subject to disconnection without further notice, as stated on the bill.

Occasionally, extension is granted in times of extreme hardship or a high bill caused by a water leak. However, these extensions will not exceed the 30-60 day aging on the account, and will not be repeated month after month.

If service is disconnected for non-payment, the past due amount plus a $40 reconnection fee must be paid before service is restored. The fee is charged when the cutoff listing leaves the office, and will not be waived even if payment arrives before service is actually disconnected.

Bills are sent for services used through the reading date. The connection date, meter reading date, and the billing cycle determine when the 1st bill or a final bill will be due. Initial bills will be rendered if service has been activated for at least 6 calendar days.

Initial bills could be for service exceeding 30 days, depending on what part of the billing cycle initial sign up falls in. Final bills for terminated accounts are rendered with the current billing cycle at termination date. This could change the due date of the final bill.

There will always be 1 more bill for final service period after the date of termination. This is why a forwarding address is requested at the termination date. If you have not received your bill and are concerned that it may be due, please contact our office and we will be happy to supply your balance.

City ordinance 92-13 allows for adjustment of water and sewer bills because of water leaks on the customer’s side of the water meter. Adjustments may be given for excess water usage caused by faulty plumbing on the customer’s premises. The amount of adjustment is limited to 25% of 2 consecutive high bills. Proof that the leak has been repaired must be presented in the form of a plumber’s repair bill or receipt showing purchase of repair parts.

Sewer charges may be adjusted also. Adjustments on the customer side of the meter will be limited to 2 consecutive billing period adjustments in any 12 month period, and will be made to the water and sewer portion of the bill only.

Electric and Gas bills are only adjusted if there is an incorrect meter reading.

An application for service must be completed, and 2 forms of identification provided, 1 of which is the customer’s Social Security card. Deposit and service fees will then be quoted by customer service, based on services requested, type of account, and customer’s credit history. If the customer has an outstanding past due balance, this must be paid in full before any new service will be issued.

Deposits are applied to an account after 3 years of on-time payment, with no service interruptions or returned checks, or when service is terminated. This will show as a credit on your bill.

Deposit refund checks are issued only when all services have been terminated and all outstanding balances paid.

Since banks no longer send back the actual check, we cannot run anything back through. When a check or draft is returned unpaid, notice is sent to customer, who then has 10 days to pay the returned balance, along with a $30 service fee. If payment is not made within the 10-day period, service may be disconnected without further notice.

If 3 payments are returned unpaid within a 12-month period, the account is placed on a cash only status. If the account was on automatic bank draft, it is removed from bank draft. If a check is presented on a closed account or a cash only account, the account is subject to immediate cutoff without notice.

If your due date falls on a weekend or holiday, you have until 4:30 p.m. on the next business day to pay without late charge. Payments made in the night drop on that next business day, will also be considered paid on time.