Under the leadership of Assistant Director Karen F. Leback, Utility Customer Service provides customer information, billings, credit, collections, and all meter-associated services to water and wastewater utility customers.

Utility Customer Service provides these services to approximately 4.5 million residents of the Greater Houston area by reading meters, crediting accounts, printing and mailing water bills for over 480,000 customer accounts every month which generates over $600 million in gross revenue. Our Customer Contact Center handles an average of 600,000 calls per year and our Field Operations team travels in excess of 2,000,000 miles per year, covering an 800 square-mile area.

Our goal is to consistently meet the expectations of every customer by offering outstanding customer service, increased flexibility, greater value, and improved operational efficiency. The emphasis on quality customer service has meant adding more payment options and making it easier for customers to access services each year. With our online bill payment and account management options, customers have the ability to pay Water/Wastewater bills online any time; from anywhere the internet is accessible by visiting our website at www.houstonwaterbills.org. Customers also appreciate the ease and convenience of making payments at nearby grocery stores and receiving same day credit or handling payment problems with one quick telephone call.

The drive to constantly improve service and process technology is strongly visible. The City of Houston was the first major city in the U.S. to use in ground automated water meter reading (AMR) technology. Utility company managers from all over the country come to Houston to inspect our state-of-the-art payment processing equipment and our Automatic Meter Reading Program.

The Division headquarters is located at 4200 Leeland.

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