Show All Answers

1. What is required to turn on water/electric temporarily so that I can clean an empty house or do some maintenance?

The City will set up a temporary account for two weeks to cleanup and do any repairs. Utilities will be charged based on consumption. A $75 deposit is required.

2. I want service, but I have a delinquent bill from an old account. How can I get service?

Pay the past due amount from your old account and put up a deposit of $150 for electric and $150 for water.

3. Can I turn my water/electric back on myself?

Absolutely not. Tampering with a meter is considered theft of service, and our policy is to prosecute all thefts of service.

4. My utilities have been cut-off. How do I re-establish service?

The past due amount must be paid plus a $15 service fee per service. Your water/electric will be turned back on the same day if the payment is received before 3 p.m.

5. Why was I not notified in person before my water/electric was cut-off?

If your payment is not received by the due date, the City sends out a disconnect notice telling you the amount that is due and the date we will disconnect the utilities. This notice is the only notification you will receive. Our staff is not allowed to collect payment in the field, nor are they authorized to negotiate terms to re-establish service.

6. Why was I asked to bring my lease agreement or home purchase contract with me to setup a water/electric account?

If the previous occupant of your home had water/electric service terminated for non-payment, we want to establish that you are a new occupant and are not responsible for the debt that was left owing. It also helps us establish the correct address to service.

7. Why is my water bill so high this month?

There could be several reasons for abnormally high water use. Among them are: 1. Watering the yard and landscaping. 2. A change in the number of people living in the household. 3. A leak in the plumbing system, fixture, or water using appliance. If you suspect a bad meter or an incorrect reading, call the Utility Billing Department at (940) 683-3400.

8. Why are my sewer charges higher than my water charges?

It is less expensive to operate a water system in this area than a sewer system. Ground water is readily available and requires very little treatment before it is pumped into the water system. Once the water has been used, however, it requires a multi-stage process to filter out the impurities and clean the water to the standards required by our sewer treatment plant.

9. I paid my bill; why did I receive a disconnect notice?

We either received your payment after the disconnect notices were printed, or we did not receive it at all. Call the Utility Billing Department at (940) 683-3400 to make sure your payment arrived. This is the only disconnect notice you will receive.

10. I will not be able to pay my utility bill before the cut-off date. What should I do?

Call the utility Billing Department at (940) 683-3400 to request an extension. You will be allowed one extension per year after the first 12 months of service.