You may have some questions concerning your utility bill or service. We have prepared a list of the most frequently asked questions (in alphabetical order) for your information.

CAN I CHANGE MY DUE DATE?

CAN I TURN MY METER ON OR OFF?

DO I HAVE ANY OTHER RESPONSIBILITIES AS A CITY WATER USER?

DO I NEED TO NOTIFY THE CITY WHEN I MOVE OUT?

DO YOU OFFER PAYMENTS BY BANK DRAFT?

DOES THE CITY ISSUE AN ADJUSTMENT FOR LEAKS?

HOW ARE THE METERS READ?

HOW CAN I MAKE A PAYMENT?

HOW CAN I REQUEST A SEWER ADJUSTMENT FOR A LEAK?

HOW DO I CHECK FOR A LEAK?

IS MY ACCOUNT INFORMATION CONFIDENTIAL?

IS MY WATER METER READ EACH MONTH?

IS THERE FLUORIDE IN MY WATER?

WHAT ABOUT PROBLEMS WITH MY SEWER SERVICE?

WHAT ARE CUSTOMER SERVICE’S OFFICE HOURS?

WHAT ARE THE CITY’S RESPONSIBILITIES FOR SEWER LINE PROBLEMS?

WHAT ARE THE CITY’S RESPONSIBILITIES FOR WATER LINE REPAIRS?

WHAT ARE THE WATER RATES?

WHAT ARE THE WATER SEWER RATES?

WHAT ARE THE WATER OVERSIZE METER RATES?

WHAT DO I NEED TO START NEW SERVICE?

WHAT DOES A METER READING LOOK LIKE?

WHAT HAPPENS IF MY WATER IS TURNED OFF FOR NON-PAYMENT?

WHAT IF I DID NOT RECEIVE MY BILL IN THE MAIL?

WHAT IF I FEEL MY BILL IS TOO HIGH DUE TO A FAULTY METER?

WHAT IF I FEEL MY BILL IS TOO HIGH?

WHAT IF I KNOW I WON’T BE ABLE TO PAY MY BILL ON TIME?

WHAT METHODS OF PAYMENT DO YOU ACCEPT?

WHAT NUMBER DO I CALL?

WHAT SERVICES ARE OFFERED VIA THE INTERNET?

WHEN IS MY PAYMENT DUE?

WHEN IS THE LATE FEE ADDED?

WHY DOES YOUR SITE NOTE WORK IN MY BROWSER?

No. The due date is automatically set by the computer system based on the cycle and route read by our Meter Reader.

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CAN I TURN MY METER ON OR OFF?

No. A City employee will do this for you at no cost. The water meter is the property of the City and damages to the meter could be charged to you. Call the Public Works Department at 972-919-2600 or after hours and holidays, call the Police Department at 972-484-3620 and on-call personnel will be notified and dispatched.

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DO I HAVE ANY OTHER RESPONSIBILITIES AS A CITY WATER USER?

Yes, you are required to keep your water meter clear and accessible for reading and maintenance purposes. This includes those meters located in utility easements. Contact Meter Reader at 972-919-2599 if you need information on where to find your meter.

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DO I NEED TO NOTIFY THE CITY WHEN I MOVE OUT?

Yes, in advance. It is necessary that you contact a Customer Service Representative at 972-919-2525 to close your account. This may be done either in person, by phone, or by sending us a letter telling us the date you want your account closed and where to send the final bill. You will be responsible for payment of services through the date of your closing. You can also do this online (login required).

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DO YOU OFFER PAYMENTS BY BANK DRAFT?

Yes, you can download an application by using our online services or you can contact the Utility Billing Customer Service at 972-919-2525 to have an application form mailed to you.

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DOES THE CITY ISSUE AN ADJUSTMENT FOR LEAKS?

Adjustments are not allowed for water usage. An adjustment may be allowed for sewer usage if it can be proven that the water did not go through the sewer system. A third party will need to give written confirmation that the leaking water did not go through the sewer system and that the leak has been repaired. Complete and mail the adjustment form to Customer Service or call 972-919-2525 for more information.

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HOW ARE THE METERS READ?

The city is divided into 3 geographic cycles for meter reading purposes. Your water meter is read about the same time each month, give or take a few days depending on weekends and holidays.

If something is blocking access to the water meter box, repeat visits are made to obtain a meter reading or the customer is contacted prior to billing. Meters are normally read between the hours of 7:30 a.m. and 4:00 p.m. Monday through Friday. The meter readers may occasionally need to work Saturday as well. They are identified by wearing a shirt with the City logo on it.

The meter readers have used hand-held computers to capture meter readings. When the meter reader enters the reading, the computer quickly calculates the amount of water used and compares it with usage for the previous month. If the current water usage exceeds the previous water usage by more than expected, the computer alerts the meter reader who must then re-read the meter and re-enter the meter reading. This is the first audit of the meter reading. Contact Public Works at 972-919-2599 for more information.

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HOW CAN I MAKE A PAYMENT?

Making a payment is getting easier and easier. Of course, you’ve always been able to mail us a check. You can also use the drive thru, bring in a check, or cash to Customer Service located in City Hall at 13000 Wm Dodson Parkway, or by credit card. In addition to the above, you also have the following options.

Internet

Available 24 hours a day, seven days a week, you can access your account information and make payments online. You can also request services such as closing an existing account, starting new service and requesting your account to be confidential.

Night Box

Used for after hours payments, and is located beside the drive thru on the east side of the City Hall parking lot. Do not put cash in the night box.

Automatic Bank Draft

You can download, print and mail in an application form to apply for automatic bank draft or you can contact our office at 972-919-2525.

Credit Card

We take Visa, MasterCard and Discover. Using your credit card on our online system you can:

    Pay immediately

    Authorize a one-time scheduled credit card payment, or

If you do not want to utilize our online system for credit card payments, you can also call our office at  972-919-2523.

Mail

You can mail your payment. Be sure to allow time for your payment to reach us.

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HOW CAN I REQUEST A SEWER ADJUSTMENT FOR A LEAK?

Print the Request for sewer adjustment for a water leak form. Complete the form. Mail the form with a copy of receipt from the repair of the leak to:

City of Farmers Branch
Utility Billing Division / Customer Service
13000 William Dodson Parkway, P O Box 819010
Farmers Branch, TX 75381-9010

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HOW DO I CHECK FOR A LEAK?

• Turn off all water in and outside of your house. DO NOT TURN OFF THE MASTER VALVE. If water is in the meter box, it does not always mean that you have a leak in your water line. It usually comes from ground moisture due to rain or sprinkler systems. To be sure, you should dip the water out of the box. You may have to do this several times due to ground saturation.
  If you notice water leaking from the meter or the meter connections (the nuts and bolts that connect the meter to the cut-of valve or your water line) call the City's Public Work Department for repair at 972-919-2600. If you notice a leak on the line that goes to your house, call a plumber. If you are not sure, call us.

If no leak is detected in the meter box, your next step is to look at the water meter register. You may have to wipe the register face off with a wet towel to see the entire meter face. Dirt usually settles on the meter from month to month due to rain, irrigation and other moisture getting into the meter box.

• Record the reading on your meter.
• Do not use any water in your home for at least 1 hour.
• Recheck the meter every 20 minutes for 1 hour. The reading should be identical to the reading taken earlier. If it is higher, you probably have a leak. It is your responsibility to have it repaired.

NOTE: Continuously running toilets can be a silent culprit. Check the overflow pipes in the toilet tanks to be sure water isn’t draining. Place a few drops of food coloring in the tank, don’t flush and check the bowl in about 15 minutes. If any of the coloring appears in the bowl you probably have a tank to toilet bowl leak, which will require repair.

Dripping Faucets are easily recognized. You will have a faucet that does not completely turn off, and you may hear an annoying "drip, drip, drip".
Leaking toilets are more difficult to detect. Water loss may be caused by leaking parts or an incorrect setting. You may not always hear the problem.
If the flapper valve in the toilet tank is not seating well, water will flow from the tank to the bowl and eventually down the drain as the bowl fills to a certain level. This problem can be detected by putting some food coloring into the tank. Wait a while and see if the water in the bowl has also begun to turn blue. If so, the flapper valve is the problem. Check more than once. The flapper valve may seat properly some of the time, but not all of the time. This can make this type of water loss difficult to detect.
Another way that water loss can occur in a toilet is through the overflow in the tank. The overflow is the open pipe, usually located in the middle of the tank. If the float allows water to rise too high, water will go into the overflow pipe and down the drain. The best way to detect this is to take the top off the tank and see if water is at the top of the overflow pipe. If it is, the float may need to be adjusted.
Landscape irrigation problems can also result in water loss. These problems normally occur when sprinklers are on. There may be a break in the line or a malfunction in one of the sprinkler heads. Check to see if some parts of your lawn remain wet even when the sprinklers have not been on.
Remember: These are just suggested places to look for water loss first, and is not intended to be all-inclusive. If you will check these things first, it may save both you and the City time and money.

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IS MY ACCOUNT INFORMATION CONFIDENTIAL?

You can request your account information be kept confidential by submitting a signed “Request for Confidentiality” form. This form is available online or you can contact the Utility Billing Customer Service at 972-919-2525 and we will mail you a form.

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IS MY WATER METER READ EACH MONTH?

Yes. The Meter Readers utilize a handheld computer to record all meter readings each month.

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IS THERE FLUORIDE IN MY WATER?

Yes.

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WHAT ABOUT PROBLEMS WITH MY SEWER SERVICE?

In case of a sewage backup, notify Public Works, 972-919-2600 during business hours. After hours and holidays call 972-484-3620 and on-call personnel will be dispatched. They will check the City main to determine if the problem is the City’s responsibility or the homeowner’s.

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WHAT ARE CUSTOMER SERVICE’S OFFICE HOURS?

Customer Service is open from 8:00 a.m. to 5:45 p.m. Monday through Thursday, and 8:00 a.m. to 4:45 p.m. on Friday.

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WHAT ARE THE CITY’S RESPONSIBILITIES FOR SEWER LINE PROBLEMS?

The City is responsible for sewer main lines and service lateral line repairs up to the customer’s property line.

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WHAT ARE THE CITY’S RESPONSIBILITIES FOR WATER LINE REPAIRS?

The City is responsible for the main line and meter up to the point of the customer’s service line connection to the meter.

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WHAT ARE THE WATER RATES?

The monthly rates or charges for services furnished by the water works system of the City shall be as follows (Ordinance No. 2990 approved by City Council September 16, 2008, and effective October 1, 2008)

Monthly Rate (First 2,000 gallons of water or less)

Minimum (All meter sizes)           $11.69                per unit, plus any applicable oversize meter charge.

 2,001 – 10,000 Gallons              $3.17                per 1,000 gallons

10,000 – 20,000 Gallons             $3.57                per 1,000 gallons

20,001 and over Gallons             $3.71                per 1,000 gallons

For duplexes, triplexes, quadraplexes, apartment houses or any multi-family dwelling, a minimum of $11.69 will be charged for each unit regardless of whether it is located in a single family residence, duplex, apartment house or combination thereof.

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WHAT ARE THE WATER SEWER RATES?

The monthly rate or charges for services furnished by the Sanitary Sewer System of the City is as follows:

a)   For private residences occupied by one family, the sewer service charge shall be as follows:

  Gallons of Water Used                            Sewer Service Charge

      0 to 2,000                                       $12.22  (minimum)

2,000 to 10,000                                      $1.66 per 1,000 gallons

All over 10,000                                      No Additional Charge

b)   For duplexes, apartment houses or any multi-family dwelling, the sewer charge for each living unit shall be as follows:

            Gallons of Water Used                            Sewer Service Charge

      0 to 2,000                                       $12.22 (minimum)

       All over 2,000                                       $1.66 per 1,000 gallons

c)   For each business, commercial and industrial establishment, the sewer service charge shall be as follows:

       Gallons of Water Used                            Sewer Service Charge

      0 to 2,000                                       $12.22 (minimum)

       All over 2,000                                       $1.66 per 1,000 gallons

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WHAT ARE THE WATER OVERSIZED METER RATES?

            5/8 or 3/4          inch meter                                No additional charge

            1                      inch meter            4.68              per meter per month

            1                      inch meter            9.37              per meter per month

            2                      inch meter          22.21              per meter per month

            3                      inch meter         116.94              per meter per month

            4                      inch meter         152.04              per meter per month

            6                      inch meter         233.88              per meter per month

            8                      inch meter         327.44              per meter per month

Meter connected solely for fire protection systems shall be charged the monthly minimum rate established for ¾ inch meters, in addition to volume usage charges, regardless of the actual meter size.

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WHAT DO I NEED TO START NEW SERVICE?

Customers may either request service using our online system, call our office, or come into the office to start new services. A deposit of $50 for a residential account is required to establish a new account. Commercial deposits are $100 per meter. These charges can be usually billed on your first utility bill. Call 972-919-2525 for apartment complex deposits.

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WHAT DOES A METER READING LOOK LIKE?

The City uses several brands of water meters. All have a meter register that looks very much like the odometer in your car. The meter readings are read in tens, hundreds or thousand of gallons. The billing system is programmed to take these meter readings and calculate the correct water usage in thousands of gallons. Contact Public Works at 972-919-2599 for more information.

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WHAT HAPPENS IF MY WATER IS TURNED OFF FOR NON-PAYMENT?

Service will be restored upon payment of the entire balance due, including a $50 service charge. The service charge is charged whether or not your service has been disconnected. If you turn on your water or have it turned on before making your payment in full, you will be assessed an additional $75 (plus parts) service charge. An after business hours turn-on fee of $100 plus the balance on the account, is due by 8:00am the next business day.

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WHAT IF I DID NOT RECEIVE MY BILL IN THE MAIL?

Your account is billed on a regular basis every month. If you do not receive your bill, you should call our office immediately. You are responsible for the bill whether it is received or not.

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WHAT IF I FEEL MY BILL IS TOO HIGH DUE TO A FAULTY METER?

Water meters can malfunction, particularly as they get older. With advance notice, a test can be scheduled. If the meter tests correctly, you will be charged a $50.00 testing fee for a residential meter. Commercial accounts are done on contract at cost. If the meter tests incorrectly, you will not be charged the testing fee.

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WHAT IF I FEEL MY BILL IS TOO HIGH?

You can easily check for an error in the meter reading used to calculate your bill. Simply read your water meter to see if the reading is higher or lower than the present reading on your bill. If it is lower, call Customer Service and we will issue a service order to have a meter reader check the read. If the reading is higher, you should check for a leak in your house plumbing or service line.

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WHAT IF I KNOW I WON’T BE ABLE TO PAY MY BILL ON TIME?

Call a Customer Service Representative at 972-919-2525 to discuss payment arrangements. In most cases, some arrangements can be worked out.

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WHAT METHODS OF PAYMENT DO YOU ACCEPT?

We accept payments by cash, check, money order, Visa, MasterCard, and Discover. We also offer bank drafting. (All services are available on-line).

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WHAT NUMBER DO I CALL?

Call 972-919-2525 during regular office hours for Customer Service regarding your water bill. To report water leaks, sewer back-ups or other water emergencies call 972-919-2600. For emergencies after hours, call the Police Department at 972-484-3620. On call personnel will be notified. To obtain a garbage collection schedule, call 972-919-2597.

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WHAT SERVICES ARE OFFERED VIA THE INTERNET?

You can access your account, view your account payment, billing and consumption history, and pay your bill on line. You can also make requests for services such as new service, and disconnect existing service.

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WHEN IS MY PAYMENT DUE?

Your monthly bill is due 15 days from the billing date. The 10 percent penalty for late payment accrues from the balance due 25 days after the billing date. After 45 days, your account is subject to disconnection. An after hours payment drop box is located at City Hall for your convenience.

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WHEN IS THE LATE FEE ADDED?

Payment for the charges on your water bills is due in our office 15 days after the billing date. The date is identified on your bill as the due date. Ten (10) days after the due date, a 10 percent late fee is assessed on any unpaid balance.

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WHY DOES YOUR SITE NOT WORK IN MY BROWSER?

The City web site is best view with Internet Explorer 5.5 and above with Java Script enabled at 1024 X 768 resolution

For E-Commerce and Online Payment Services, you would need an Internet Browser that supports 128-bit security in order to enter this area of the site without errors. The City requires this high level of security to help protect your personal and financial information. The internet browser that we supported is Internet Explorer from Microsoft Version 5.5 and above. To determine the version of Microsoft browser that you have, click on the Help tab on the tool bar at the top of your browser page and select "About Internet Explorer". If you wish to upgrade your browser to a version that supports 128-bit security, you may visit this websites to download the current and latest version www.microsoft.com/ie.

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