How do I apply for a new water and/or sewer service from the City?

To apply, call 924-3920 or visit our office to obtain an application which will require the following information:

• Property address.
• Legal description of the property.
• Classification status of the property. (i.e. Residential, Commercial, Institutional, Industrial)
• Meter size
• Service type

Last Updated Monday, 29 November 1999

What are the costs of a new service?

The costs for new water and/or sewer service depends on the size of service requested and the customer "type" or "class". See the Water & Sewer Rate Ordinance for current Utility Expansion Charges and rates.

Last Updated Monday, 29 November 1999

What are Utility Expansion Charges (UEC) charges?

Utility expansion charges are fees paid by water and sewer customers as a way to recover a part or all of the cost of public facilities providing system capacity for their use. For current UEC charges please see the Water & Sewer Rate Ordinance (Section 6-4-7).

Last Updated Monday, 29 November 1999

What are Pro-rata Charges?

Pro-rata charges are fees paid for connection to water and sewer service. These fees recover the added costs that developers have incurred when installing main lines for water and sewer service to your property.

Last Updated Monday, 29 November 1999

Who determines the size of the meter that will service my property?

Usually, the homebuilder determines the size of meter necessary to service each property. This determination is based on how much water will be needed to meet the capacity for which the property was intended. If you own a property that does not presently have service, then you are responsible for determining what size service to request.

Last Updated Monday, 29 November 1999

Who can I call to obtain account information or ask questions regarding my water bill?

Customer Account Representatives can be contacted at (505) 842-WATR (9287). Our Customer Account Representatives are trained to handle a wide range of customer inquiries and explain the services offered by the Customer Services Division. To view the most current billing and payment information online, click here.

Last Updated Monday, 20 October 2008

Can I pay my bill online?

The capability to accept payment over the Internet is now available at the Authority's Online Payment Center page. Customers searching for an easy and convenient way to pay their bill automatically will want to consider using our Direct Draft Service.

Last Updated Thursday, 07 February 2008

What can I do if I am having difficulty paying my water bill?

The Water Authority understands that ratepayers may, from time to time, experience financial difficulties that may make it difficult to pay their water bill on time. To help our ratepayers manage these difficult times, we offer customized payment agreements that enable them to gradually pay delinquent charges while maintaining water service. Please contact our Customer Account Representatives at (505) 842-WATR (9287) to inquire about our customized payment agreements.

Last Updated Monday, 20 October 2008

What do I do if a check has been returned by my bank?

Items returned for insufficient or uncollectible funds may be collected electronically. Your signed check is authorization to debit your bank account for the returned item. Effective October 1, 2004, the Water Authority has contracted with an agent for the collection of certain returned items. The agent will bill you a service charge fee up to the maximum amount permitted by law for the collection of these items.

Last Updated Thursday, 07 February 2008

What if my meter has been turned off or removed?

If your water has been turned off, due to nonpayment, you will need to visit our office at One Civic Plaza, make full payment on the account, and the property owner will need to sign a "Turn on Request" form.

If your meter has been removed, due to nonpayment, you will need to visit our office at One Civic Plaza, make full payment on the account, and the property owner will need to sign a "Meter Reset " form.

Last Updated Thursday, 07 February 2008

When may the Authority terminate my water service for non-payment?

The Authority, pursuant to the Water & Rate Sewer Ordinance (Section 6-4-12), may terminate water service to a property if outstanding charges are over thirty (30) days past due.

Last Updated Thursday, 07 February 2008

Are there local agencies that may assist me in paying my water bill?

Yes. Please call our Customer Account Representatives at (505) 842-WATR (9287) to obtain a list of local agencies that may be willing to provide financial assistance to qualified customers.

Last Updated Monday, 20 October 2008

Can my monthly payment be drafted directly from my bank account?

Yes. Our Direct Draft Service allows you to avoid writing checks, mailing payments, and dealing with late payments. You will always receive a monthly statement prior to your account being debited. Please call Customer Services at (505) 842-WATR (9287) to receive your Direct Draft Enrollment Form.

Last Updated Monday, 20 October 2008

What is the Utility's Budget Billing Program?

The Budget Billing Program evenly distributes the total cost of your water, sewer, and refuse charges over a twelve-month billing period. Your bill amount will be consistent each month for the entire twelve-month billing period. Budget Billing allows you to accurately budget for utility charges and eliminates paying greater amounts during the high-usage summer months. Budget bill amounts are recalculated annually before the January billing. Only residential property 842-WATR (9287) owners are eligible for this program. Please call Customer Services at (505) 842-WATR (9287) to request a Budget Enrollment Form or enroll online.

Last Updated Monday, 20 October 2008

What are the current water and sewer rates?

Current rate information can be found in the Water & Sewer Rate Ordinance or here.

Last Updated Thursday, 07 February 2008

What are all the itemized charges that appear on my water bill?

For an explanation of all itemized charges please click here.

Last Updated Thursday, 07 February 2008

Must I pay water and sewer base charges even if I use no water?

Yes, these fixed monthly charges are user fees assessed to recover costs associated with providing capital facilities (pump stations, reservoirs, transmission lines, wells, lift stations, odor control stations, interceptor lines etc.) necessary to deliver water and sewer service. To stop these charges, the meter must be removed. Please call Customer Services at (505) 842-WATR (9287) for additional information and to request the meter removal form.

Last Updated Monday, 20 October 2008

What is the winter water average?

The winter water average is used to calculate commodity charges for monthly sewer usage and to determine the summer conservation thresholds for non-residential ratepayers. This average is equal to the average water usage during the winter months (December through March).

Last Updated Thursday, 07 February 2008

How am I billed for sewer use?

Either 95% of the actual usage for the billing period or 95% of your previous winter water average, whichever is less, determines the number of units billed.

Last Updated Thursday, 07 February 2008

How will the Authority address concerns about my water or sewer charges?

Should you feel that the Water Utility Authority has incorrectly billed you for water or sewer service, please follow these steps:

Contact our Customer Account Representatives at 842-WATR (9287).

Should this initial step not meet with your satisfaction, you may request to speak with a Customer Services Division supervisor to help you achieve resolution.

Last Updated Monday, 20 October 2008

What is a conservation average?

The conservation average is the same as the winter water average. This average is calculated by dividing the customer's usage during the winter months of December, January, February, and March by four.

Last Updated Monday, 11 February 2008

How do I read my water bill?

For detailed instructions on how to read your water bill click here.

Last Updated Thursday, 07 February 2008

Why isn't my name on the billing statement?

 

Customer Services Division sends bills to property not people. People move from place to place but service to the property does not. Because we bill property, customers do not have to transfer the existing service and water bill into their name when they move.

 

Note: Owners fo property may now request to have their name added to the account. Call Customer Services at (505) 842-WATR (9287) for more information.
Last Updated Monday, 20 October 2008

Am I responsible for my tenant's water bill?

Property owners are responsible for any and all water, sewer, and refuse charges incurred by tenants occupying their property. While owners can make tenant payment of utilities part of their rental or lease agreement, the owner will be responsible for any outstanding charges left by the tenant.

Note: The property owner may now request that bills and notifications be sent to both the tenant and the property owner.

Last Updated Thursday, 07 February 2008

Can I request that my water bill be mailed to an address other than the service address?

Yes, the owner of a property may contact Customer Services at (505) 842-WATR (9287) to have the water bill sent to any valid, receivable address.

Last Updated Monday, 20 October 2008

What should I do if I think my payment has been lost?

First, you should contact your bank or financial institution to inquire whether or not your check has cleared. If your check has not cleared, this means that the Authority probably did not receive your payment. If paying with a money order, you may choose to have the money order traced by the issuing agent.

Second, you may choose to stop payment on the check and submit another payment.

Third, if your check or money order has cleared, this means the Authority did receive your payment. At this time, you may submit a copy (front and back) of the check or money order used for payment to Customer Services. We will gladly use this information to track your payment.

Last Updated Thursday, 07 February 2008