Service and Information
4200 Leeland / Houston, TX 77023
Phone: 713.371.1400

Frequently Asked Questions

20. I still disagree with my bill. What now?

Your first step is to call our Customer Service Center at 713-371-1400 and explain the problem. It may be that a “constant flow of water” was noted by the meter reader, suggesting that you have a leak, or it may be that the larger usage is seasonal and similar to your usage pattern in previous years. Our customer representatives will be happy to go over these and other reasons why your bill might seem high.

If you are still not satisfied, you may ask for 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:

• 1.  The terms or denial of a deferred payment agreement
• 2.  The amount, terms or denial of assistance from the W.A.T.E.R. fund.
• 3.  The customer’s financial inability to pay for water services.
• 4.  Water and sewer rates.
• 5.  The amount of deposit.
• 6.  The amount of application of late penalties.
• 7.  Requests that are inconsistent with city ordinances.
• 8.  The cost of administrative fees.
• 9.  A dispute in which you are not the customer for the account.