Policies & Procedures
- Personal checks will not be accepted as a form of payment when service has been cut-off; acceptable forms of payment are debit or credit card online, in person, or over the phone. Cash and money order are also accepted.
- Personal checks will not be accepted as payment for a returned check (NSF) or the associated NSF fee; acceptable forms of payment are debit or credit card online, in person, or over the phone. Cash and money order are also accepted.
- Cut-off notices paid with a NSF check will automatically return the account to cut-off status. Customers will be notified by door hanger with a due date to pay the NSF check amount plus the associated NSF fee to avoid cut-off and cut-off fees.
- After two returned (NSF) checks in a calendar year, personal checks will not be accepted as a form of payment until twelve months have passed.
- A past due balance may be paid below $100 to avoid cut-off prior to the account entering cut-off status.
- Once an account reaches cut-off status in the system, all cut-off fees apply and the full account balance must be paid.
- Customers entering a contract arrangement will pay the full arrangement amount by the due date agreed upon or service will be cut-off.
- After a failed payment arrangement, account balance must be paid in full to avoid cut-off.
- After two failed payment arrangements in a calendar year, the customer will not be granted another arrangement until twelve months have passed.
Disconnecting (Separation of) Service
- Disconnect service paperwork must be submitted online or at the Utility Billing windows, not over the phone.
- Utility Billing may remove up to one late penalty per calendar year as a courtesy to the customer.
Leak adjustments/Leak repairs
- Customers notified by the Utility Billing Department of a leak on their property must repair the leak within two weeks of notification or water will be turned off and locked until repaired.
- Customers may apply online or at the Utility Billing windows for a leak adjustment.
- Customers must submit proof that a leak has been repaired. Acceptable proof is an invoice from a professional for work performed or a receipt for purchase of materials by the account owner to repair the leak.
- Customers may not receive more than one leak adjustment in a five year period.
- Customers may be approved for adjustments for up to three consecutive months of unusually high consumption directly attributed to a leak.
- Customer's leak adjustment credit will apply to utility account.
- When a customer requests service for property they are leasing, the customer’s name must be present on the lease agreement.
- A new lease agreement does not discharge customer debt for the current property or for a previously leased property. All unpaid balances of customer accounts will follow the customer to their next property.
- Customers 65 or older are eligible for a discount on their sewer rate.
- It is the responsibility of the customer to notify the Utility Billing Department when they become eligible for the discounted rate. Discounted rates will become effective with the next billing cycle, not prorated.
- Discounts will not be retroactively applied if the customer fails to notify the Utility Billing Department of their eligibility.
Transfer of Service
- Existing customer accounts with outstanding balances must be paid in full before a new account will be set up.
- Customers are responsible for notifying the Utility Billing Department if their trash charges do not reflect the correct number of carts at the property. Adjustments may be made for up to 3 months only.
- Unpaid balances on inactive accounts will be sent to collections.
- Unpaid balances that have been sent to collections may be reinstated to customer accounts if new service is requested.