Posted on: December 29, 2016

City Offers New Ways For Customers To Discuss Their Water Bill With Staff

City Offers New Ways For Customers To Discuss Their Water Bill With Staff

Streamlining the process, focusing on customer service, and educating along the way!

In response to complaints about a lack of communication regarding questions or concerns over water bills, the City’s new initiative by the Utility Billing Department will focus on customer service and streamlining processes for a better customer experience. Customers now have the ability to submit questions or concerns regarding their water bill directly on the website, through email, and even on Facebook. With a dedicated customer care team that consists of three employees trained to handle incoming concerns, utility billing has made excellent customer service a goal for 2017.

“This initiative is very reflective of several changes that we have in store for 2017. Raising our level of service that we offer to our citizens, providing quick and easy resolutions for any issues that may arise, and a commitment to improved communications is how we plan to focus our internal efforts this year.” Said City Manager Brian Maxwell. “With all of the infrastructure improvements that Council has given us the green light on, we wanted to ensure that our internal efforts were reflective of the progress we are making outwardly.”

Citizens can log on through any of the following channels and submit their concerns regarding their water bill. Once sent, our customer care team will review the information sent, follow up with the customer if more information is needed, and see it through to resolution.

  • Log on to from any device and fill out the form that is located directly on the page! This is the most effective way to submit your concern as it requests all of the information the team needs to best assist customers. Customers can also take a photo of their bill or any supporting documentation and upload it right through the form.
  • Send an email to! Please include contact information, service address, account number, concern, and any supporting documentation that might help.
  • When on the City’s Facebook page ( you can click on the “Submit Your Water Bill Question” tab and fill out the form there! This feature is not yet available on mobile devices, however a link to the form can be found under the “About” section for reference.

The team is also equipped to help educate customers about ways that they can conserve water and save money on their utility bill. From educational handouts that were provided by Take Care of Texas, to their new mascot “Walter the Water Conscious Dolphin” (, they have several resources available to help customers looking for advice.

Together, we can make a difference. For more information please visit!

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