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Utility Billing and Collections

Show All Answers

1. How can I begin water service?

You can find the answers on our web page. More...

2. Why am I unable to login after I created my on-line account?

The first time you log in, you must enter the activation code. Your activation code was emailed to you at the email address you used during the sign up process.

3. Where is the Business Office located?

We are located at 4004 Main Street, directly behind City Hall. Our hours are Monday through Friday from 7:30 am to 5:00 pm. More...

4. How can I pay my bill?

You can find the answer on our web page. More...

5. What should I do if my on-line utility account has been locked or disabled?

Call our office at 972-412-6105 to request that a staff member unlock your account.

6. Who do I call for after-hours water problems or reconnects?

Regular business hours are from 7:30 am to 5:00 pm. To schedule a reconnect or have a water problem addressed, please call 972-412-6105. After hours calls are only dispatched for emergency situations. If you are experiencing a water emergency, please call the Police Department at 972-412-6201.

7. How do I get my water turned back on if it has been disconnected?

You must pay online, over the phone, or in person to have your services restored. If you are paying online, please call our office at 972-412-6105 and let us know your payment has been made. More...

8. Can I set up my account for recurring auto payment every month from your website?

Yes, go to www.rowlett.com, online services, Water Bill Payment. If you are a first time user, you will need to register your account. Once your account has been registered and activated, log into your account, select pay online, and then sign up for recurring payments. More...

9. Why is my water base rate higher than my neighbors?

The water base rate is actually based upon the size of the meter. Customers with larger meters pay a higher water base rate. There are several reasons for this:

• The size of the meters are determined by the builder/developer.


• The cost of large meters are dramatically higher. Even though the property owner pays for the original meter, the City is responsible for future replacements.


• Larger meters take more resources to maintain.


• Larger meters are less accurate at low flows, resulting in customers being charged for slightly less water than they actually use.

10. Why does my utility bill fluctuate?

The City tries to ensure that each meter is read every 29-31 days for billing stability and consistency. However, sometimes technological difficulties occur which cause the reading to be as late as 36 days or as early as 25 days. Also, the actual amount of water each customer uses is highly dependent upon personal needs. Other factors can contribute to fluctuating bills. For example, weather plays a big factor in consumption. Some customers have electronic irrigation systems that run even when raining while other customers use manual systems and closely watch the weather. Long periods of hot, dry weather tend to turn the grass brown and individual customers vary in their desire to address that issue.

11. Does the City charge me if a pipe breaks?

Each customer is 100% responsible for all leaks on their property up to the meter itself. The City is responsible for the meter and the piping from the meter to the water main. If there is a leak and it is determined that the leak was caused by the meter or the piping that the City is responsible for, the City will fix the problem at no cost to the customer and will adjust the customer's account for the excess usage. If the leak occurs on the property and is not due to the meter, the customer is responsible for the repairs and for all of the water spilled.

12. How can I close my utility account with the City of Rowlett?

You can find the answer on our web page. More...

13. Who are the major service providers in Rowlett for utilities such as cable, electricity, internet, etc?

A complete listing of the service providers and their contact information is available online at: 2TurnItOn.com. More...

14. What do I do if I think my water bill is wrong?

If you suspect your water bill is wrong, please follow these simple steps:

1) Look at the Service Period on your bill. This information can be found on the top right-hand corner of your bill under the Account Information Section. Think back to this time and try and remember if there were any changes in household habits (for example, you may have watered extra days, had extra guests, etc.). If so, this is probably the reason your bill has increased.

2) Compare the consumption during this period with the consumption of the same time period last year. Most households following the same trends each year.

3) Check for leaks. Check to make sure there are no faucets left running or leaking toilets. You may come into the Business Office and request a toilet tablet that will show if there are any leaks in your toilet. Monitoring your meter will also help to determine whether you have a leak on your property. First, turn everything off that requires water including your automatic ice maker. Then, go to your meter, located in front of your house (between the sidewalk and street) to see if there is movement on your meter. If there is movement on your meter and you have turned everything off, you most likely have a leak. If this is the case, you will need to contact a plumber in order to locate the leak.

If you have completed all of the above checks, call the Business Office at 972-412-6105 or email us at utilities@rowlett.com to request a re-read of your meter.

15. Where do I mail my utility payment?

All utility payments should be mailed to:

P.O. Box 660054
Dallas, TX 75265-0054

16. Why was it necessary to establish two different volume rates for water utility?

The purpose of the "tiered" rate structure is to encourage conservation and discourage waste. The lowest rate is designed to provide for basic household needs and provide a reasonable allowance for irrigation. The higher rate, beginning at 25,000 gallons per month, is intended to charge heavier users more to accommodate the additional costs associated with peak demand.

17. What is the City's policy regarding leaks on a customer's property?

Generally, leaks are the responsibility of the property owner, both in terms of the cost of repairs and the cost associated with the lost water. These leaks can happen anywhere on the property and since the water equipment and pipes are owned by the property owner, any damages are their responsibility. This could include, but is not limited to, leaky toilets, broken irrigation systems, damaged hot water heaters, etc.

When leaks occur from the water meter or from the piping infrastructure from the water meter to the water main, the City is responsible for the cost of repairs and should adjust the customer’s account if it is clear that the lost water went through the meter. City staff can determine the approximate amount of water that passed through the meter by comparing readings to previous periods.

The specific point where the City becomes responsible for a leak, begins with the meter. However, if a leak occurs at the connection point of the property owner’s water line and the City’s meter, then the responsibility will be the property owner as they or their contractor is responsible for making that connection. The only time that the City will be responsible in this case is if the meter tail itself is damaged and causes or contributes to the leak. More...

18. What are the current utility rates?

The current rate is $3.56 per 1,000 gallons for the first 25,000 gallons and $4.06 for each 1,000 gallons above 25,000. The sewer rate is charged at $4.00 per 1,000 gallons; however, residential customers are not charged for sewer usage exceeding 10,000 gallons. In addition to the volume charges, the City also charges a small base fee of $10.60 for water and $16.17 for sewer each month. This cost helps cover the expense of administration, meter reading, and billing & collection efforts.

19. How does the City calculate the water bill?

Each customer has a water meter that is read by City staff every month. This number is inserted into our meter reading software which subtracts the previous reading for that meter. All of these readings are downloaded into our billing software which then calculates your bill. It should be noted that each account goes through a series of reviews to ensure the utmost accuracy.

20. Why has my water consumption increased?

The actual amount of water each customer uses is highly dependent upon personal needs. It is clearly true that two families of four, even neighbors, can use considerably different quantities of water in a single month whereas the average for many families of four could be fairly consistent. There are several factors that account for varying water use.

Weather plays a big factor in consumption. Some customers have electronic irrigation systems that run even when raining while other customers use manual systems and closely watch the weather. Also, long periods of hot, dry weather tend to turn the grass brown and individual customers vary in their desire to address that issue.

21. What do I do if my water pressure is low?

There are many reasons for water pressure issues in a home, a few of which include, faulty screens on the end of water faucets, including dishwashers and washing machines, as well as loose pressure reducing valves. The latter may need to be adjusted slightly to correct the problem. The screen could also be partially blocked on the valve, causing the water pressure issue.

Water pressure issues may also involve losing pressure when a toilet is flushed. However, this is not as much a serious problem as it is an annoyance. If you live in a two family house (i.e. Duplex) and are constantly competing with the neighbors for water pressure, you may want to have a professional plumber make sure your pressure regulator is working (or if you need one at all).