Do I have any responsibilities as a customer? - City of Houston - Department of Public Works and EngineeringDo I have any responsibilities as a customer? - City of Houston - Department of Public Works and EngineeringSkip to content
In addition to the City's W.A.T.E.R. Fund, many public and private
agencies offer assistance to utility customers. Contact us by phone for
more information on the W.A.T.E.R. Fund or you may dial 2-1-1 for
possible outside agency assistance.
No, services on existing accounts can be handled by phone, fax, mail
or e-mail at customer.service@cityofhouston.net. Our customer service line
is 713-371-1400. Payments can be made in many different ways including:
Balances may be transferred from your prior account, if you are moving.
Additionally, if you ever left an unpaid City of Houston water/wastewater
utility bill, we will transfer this balance to your new account.
Payment arrangements are available in most cases.
This works both ways.
If you were owed money on your prior account,
either through overpayment or a deposit returned to the account,
this can likewise reduce your bill.
Personal habits, neighborhood water pressure, and the age/condition
of fixtures make this highly variable. Studies have shown that 75%
of indoor water use is in the bathroom. In general, it takes:
2-7 gallons to flush a toilet (1.6 gallons for modern toilets)
50-100 gallons for a ten-minute shower.
(less for modern low-flow shower heads)
4-5 gallons per minute brushing teeth with water running
30-40 gallons for a bath.
10 gallons for a sink full of dishes, plus 4-5 gallons per minute
if rinsing under running water
15-25 gallons for a dishwasher
25-35 gallons per clothes washer load, less in some modern models.
Water rates must cover the cost of acquisition, treatment and delivery
of water to your tap. Total production of water averages 392 millions
gallons per day. About 75% of treated drinking water comes from the
San Jacinto River through Lake Conroe and Lake Houston and the
Trinity River through Lake Livingston to our major surface water
treatment plants before reaching your home and others in our 600 square
mile service area. The remaining 25% comes from groundwater wells.
Houston has gradually reduced the percent of water extract from
beneath the ground in order to reduce subsidence in our neighborhoods;
however surface water is more expensive to treat and deliver to our
customers.
Water rates are set to cover the cost of acquisition, treatment and
delivery of water to your tap and are adjusted annually based on
the increase in the inflation rate and population growth. In this way,
large rate increases are avoided, and the city is able to ensure that
Superior Quality water is provided to you and approximately
2.1 million other customers. Rates must also cover costs of scheduled
replacement of aging waterlines, the building of new treatment facilities
as needed and the cost of ensuring that our water supply is secure.
Houston is proud of having maintained a record of providing safe and
reliable drinking water of Superior Quality as set by the
Texas Commission on Environmental Quality.
Just as water rates must cover the cost of operating and maintaining
the water system, so sewer charges must cover the same costs relating
to the sewer system. Before we release sewage into the environment,
we must comply with state and federal laws regarding the removal of
chemicals and other harmful pollutants by extensive treatment. When the
wastewater is finally released, it is often cleaner than the bayous into
which it flows. Ongoing expansion and refurbishment of the sewer system
is necessary to ensure that all state and federal mandates are met and
to protect our environment. Sewer rates are set for each class of
customer—residential, commercial and industrial, based on the cost to
treat waste generated by each class.
Separate sewer meters are impractical for widespread use,
so our rates are computed for sewer usage by using the water consumption.
Since the sewer rates are determined by our costs,
any method of discounting summer sewer charges would require
an overall rate increase to balance the loss of revenue.
Irrigation systems can have a separate meter and billing on
which no sewer is charged; however, the water rate is higher.
Each customer should consider their own usage and all associated charges
to make the decision whether to establish a lawn meter account.
Information to help customers make this decision is located here.
If you can, read your meter yourself to confirm the reading. You may
request that UCS re-read your meter, but if the reading is found to
be correct, you will be charged. See this page for more information on
the fee.
The vast majority of high bills are due to hidden or ignored water leaks.
Before calling the City, investigate to make sure you have eliminated
any causes on your property. If the high bills occurred due to a leak,
you may be eligible for an adjustment if you made timely repairs.
If absolutely no explanation can be found, residential accounts may still be
eligible to have a single bill reduced. This extraordinary adjustment can
be made only once per 12 months, to bills over twice the average of
the prior year's usage.
Your first step is to check your meter reading to see if it agrees
with what is shown on your bill. If the reading on your meter is lower,
call our Customer Service Center at 713-371-1400 and explain the problem.
We will review the account. If the reading you take from your meter is equal
to or higher than shown on your bill, our representatives have access to
your consumption data, and may be able to assist you with determining if
your usage is truly out of line. They can suggest possible causes and remedies.
If you cannot read your meter yourself,
we may do so at your request, but a charge will apply if no error is found.
By ordinance, all meters must meet the accuracy test guidelines of
the national American Water Works Association, and are warranted by
the manufacturers. In addition, small meters used for residential service
under-register as they age.If you believe your meter is inaccurate, you
may request that it be tested. The charge for testing a meter if it is within
the manufacturer’s warranty period, and when tested, is accurate under
the AWWA guidelines or has been previously tested within the past
twelve months, is as follows:
1. (1) $25 for a field test of meters less than three inches.
2. (2) $50 for a bench test of meters less than three inches
plus the cost of the new meter and electronic devices.
3. (3) $170 to bench test three inch and larger meter plus
the cost of the new meter or replacement parts.
There is no charge for testing the meter if it tests
inaccurate or if the test is mandated by the city.
If you are still not satisfied, you may contact 713-371-1400 to request an
Administrative Review of your account. A representative of the
Administrative Review Section will thoroughly review the account,
taking any steps necessary to ensure that your bills are accurate.
You have 90 days from the date of the first disputed bill to request the review.
The final step in the process is to request an Administrative Hearing with
a hearing officer who has not previously worked on the account.
You must request the hearing within ten days of the close of the
review process.
By ordinance, hearings are not held for the following:
The terms or denial of a deferred payment agreement.
The amount, terms or denial of assistance from the W.A.T.E.R. Fund.
The customer’s financial inability to pay for water services.
Water and sewer rates.
The amount of deposit.
The amount or application of late penalties.
Requests that are inconsistent with city ordinances.
The cost of administrative fees.
A dispute in which you are not the customer for the account.
The customer is responsible for any leaks (and the water lost) from
the point where the meter attaches to their line, forward to the house.
The City is only responsible for repairs to leaks from the meter back
towards the water main. Check to see where the leak is located, and
then dial 3-1-1 for assistance if it appears to be the city’s responsibility.
Yes. All funds paid go first to satisfy your water and sewer billing. Any
payment of less than 100% of the amount due may result in your extra
can being removed, with no discount to the charges.
Utility Customer Service is at 4200 Leeland, just east of I-45, between
Cullen and Lockwood. Remember, you can view your water bill,
obtain information about rates and learn about conservation
and how to detect water leaks at our website.
To purchase a new meter and connect it to the main,
you will need to make an application at our Taps and Meters office
at 2102 Austin, on the corner of Austin and Gray.
The phone number is 832-395-4400.
This office only handles requests for new meters,
and cannot assist with other account questions.
