Complete the Autopay Enrollment Form on the back of your monthly bill and submit it to Customer Service located in City Hall.
How does autopay work?
Autopay allows the City to automatically deduct your monthly bill from your checking or savings account, approximately 12 days from the billing date.
I am a renter, can I still sign up for the autopay program?
Yes, if you are the “responsible party” on the account. A “responsible party” is the person who receives bills, delinquent messages, shut-off notices, and is normally expected to pay the bill.
If I move, do I need to sign up for the autopay program at my new address?
Yes, autopay information closes with the old utility account. Complete a new Autopay Enrollment Form for the new location and submit it to Customer Service located in City Hall.
Once I am enrolled in autopay, how do I get out of the program?
Please call 509.527.4423 or send us a request in writing to be removed from the program.
What if I don’t have enough money in my account to pay the entire bill?
You will need to make the payment due plus a returned payment fee of $20 using cash or credit card before the bill becomes delinquent. If an autopay account has nonsufficient funds twice in a 12-month period, the account will be automatically removed from the autopay program.
Billing & Collection
How do I set up a new utility account?
For new homeowners, the title company should send paperwork to automatically transfer ownership information for the water/sanitation into the name of the new owner. However, this should always be verified within a few days of signing closing papers. Please contact Customer Service at 509.527.4423 to ensure transfer details have been received.
For new renters, the property owner must sign an Owner/Tenant agreement each time a new renter takes occupancy in order to have the water/sanitation utility bill to be in the renter’s name.
I don’t have the money to pay, but I really need water. What happens if I just turn the water meter back on myself?
A $50 fine will be added to your account and the water meter will be locked. It is illegal to turn a water meter back on when it was shut off for nonpayment.
I saw the delinquent notice message on my bill, but I don’t have money right now. What are my options?
Several payment options are available, including VISA and Mastercard. The back of your bill also lists local organizations who may be able to offer financial assistance.
If I put my payment in the drop box Tuesday night or if I pay Wednesday morning will my services be disconnected?
If the field crew is dispatched to the service location before the utility billing department processes the payment on shut-off day, then the utility service may be stopped and a fee incurred.
If my bill becomes delinquent, what happens?
Your next bill will show an amount under PREVIOUS BALANCE in the Account Summary. If payment is not received in full 40 days from the original billing date, then services will be stopped until the bill is paid in full.
If my utility service is stopped, how and when can I get it started again?
Once utility services have been disconnected, past due charges and related collection fees must be paid in full to start services again. If you’ve made payment during business hours and service has not resumed within 3 hours of payment, please call 509.527.4423 to determine when your service will be restarted.
When is my utility bill due?
The bill is due upon receipt (and is delinquent 25 days after the bill date).
Will my utility services be turned off if I don’t pay the same day I receive the final notice?
If the field crew is dispatched to the service location before the utility billing department processes the payment on shut-off day, then the utility service may be stopped and a fee incurred.
Rental Property Owners
Can I pay the water bill, but have the tenant billed for the sanitation service?
No. Utility services for a single residential property are billed on a combined utility bill.
If the bill is sent to the tenant, how will I know if the tenant is paying on time?
If the bill is not paid, a shut-off notice will be mailed 40 days after the original billing date for services to both the owner and the tenant.
What if I have a management company taking care of my properties?
The monthly utility bill and any closing bills can be mailed to your property management company. Submit an Owner/Manager Agreement form to Customer Service located in City Hall.
What if my tenant wants to request an extension to pay his/her utility bill?
Tenants are eligible to receive an extension. Tenants and owners are eligible for a three (3) day extension every 12 months. With the extension, a formal Promise to Pay agreement must be signed and returned to City Hall no later than the day prior to the shut-off, the full balance owning must then be paid by close of business on the Friday of that same week.
When my tenant moves out, who notifies Customer Service?
Either the owner or tenant should notify us of the scheduled move out date. Once a tenant moves out the bill is automatically switched to the owner’s name/mailing address, no closing bill is posted. A final meter read will be scheduled for the move-in date for the new tenant. At that time a closing bill will be sent to the property owner for the existing account, prior to new account creation for the new tenant.
