Frequently Asked Questions (FAQs)

Water Source
Where does Irving gets its water?
How safe is Irving’s drinking water?

Billing and Payments
How is the (residential) sewer bill calculated?
How do I read my meter?
I never received my water bill. Can you send me another bill?
Can I make my payment by phone?
Can I make my payment online?
Can I have my monthly utility bill payment automatically taken out of my bank account?
Why does my payment take two bank business days to credit to my account?
I've just received notification that my landlord has not been paying the utility bills. What can I do?
Why do I have to come to City Hall in order to have my water service started?

Meters and Concerns about Possible Problems
What if I think my meter is malfunctioning?
What should I do if sewerage is backing up?
Will the City repair leaks inside my home?
Who do I call about low water pressure to my home?
Can the City of Irving recommend a good plumber?

Water Usage

What are some possible causes for higher water usage?
My neighbor has six household members and I only have two. Why is my water usage higher?

Wastewater, Running Hydrants and Water Taste
What is wastewater and why do I pay for it?
Why do I sometimes see fire hydrants running when there is no fire?
My tap water sometimes has an earthy or musty taste and scent in the late summer. What causes this?

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Water Source, Billing and Payments

Where does Irving get its water?
The City of Irving owns part of the water rights to Jim Chapman Lake, close to Sulphur Springs to the east. Irving’s portion is pumped from Lake Chapman, through a booster pump station, to Lake Lewisville. Irving has an agreement with the City of Dallas to store and treat water from Lake Chapman for us to provide to our customers, supplemented by treated water purchased from the City of Dallas from their water sources.

How safe is Irving’s drinking water?
Every year, the Environmental Compliance division of Public Works publishes a report that describes the chemistry of Irving’s water. This report is available here. The Texas Commission on Environmental Quality (TCEQ) rated Irving’s water as “Superior,” meaning it exceeds chemical and taste standards set by the State of Texas.

How is the (residential) sewer bill calculated?

Because it is not cost-efficient to meter wastewater use, the City of Irving uses an averaging technique to bill for wastewater services. We average your water consumption in winter months (January, February and March as reflected in the bills received by customers for the months of February, March and April) and then apply that average to the wastewater rates. This is considered to be the best time to measure wastewater, as most customers irrigate less in these months, thus most water consumption is sent to the wastewater collection system after use.

For example, if the water usage for January, February and March is, respectively:
  • 8,000 gallons
  • 11,000 gallons
  • 11,000 gallons
  • Total:  30,000 gallons / 3 months = 10,000 gallons

In this case, the wastewater billed for the next year from May through April would be based on 10,000 gallons per month.

If a customer has not had sufficient time in the residence to establish a winter months’ average, that customer’s sewer charge will be 80 percent of their water consumption until such an average is established.

How do I read my meter?

Please see the attached file (How to Read Your Meter) explaining how you can read your meter.

I never received my water bill. Can you send me another bill?
We are happy to send a duplicate bill, for a fee of $2.25, and we can also let you know when your upcoming water bill will be mailed to you. Please call Customer Service at (972) 721-2411.

Can I make my payment by phone?
Yes. Municipal utility customers can pay bills via telephone. To pay a utility bill using a valid Mastercard, Visa or Discover credit card, call (972) 721-3774 and follow the automated prompts.

Can I make my payment online? 
Yes, through a process we call Remote Pay. Click here to make an online payment, or here for step-by-step instructions.

In order to pay your utility bill online, you will need your account number, provided on your monthly statement, and your personal identification number (PIN). For a new PIN or to have your PIN reset, please contact Customer Service at (972) 721-2411. Payment types accepted are Discover, MasterCard, Visa and ACH Check. Payments made online at the City of Irving website or at your bank's website generally take two bank business days to be credited to your account.

Can I have my monthly utility bill payment automatically taken out of my bank account?

Yes. The City of Irving’s bank draft (English/Spanish) program is a convenient way of paying monthly utility bills. With the rising costs of gasoline and postage, bank draft provides our customers with another way to save money. Using bank draft also eliminates any reason for a late fee due to being out of town, on vacation or away because of an emergency.

Customers required to pay a new or increased deposit have the option to apply for monthly payments to be automatically deducted from their banking account for a minimum of 12 months and have their deposit waived. The customer must have a bank account in order for this payment type to be requested. Please note that this option does not include multifamily, master-metered accounts or hotel/motels. Further, if the customer defaults in payment in any way during this 12-month period or stops the automatic account deductions, full payment of the deposit is required at that time.

Why does my payment take two bank business days to credit to my account?

When most banks electronically transfer money with another bank, the money goes through a secure network called the Automated Clearing House (ACH) system.

Basically, they pull their customers' transfer requests together each bank business day and send them off to the ACH. That system then pulls together all the files they receive from thousands of banks each bank business day and routes the transfers to the appropriate receiving bank. All of this generally takes two bank business days. Add an extra day for federal holidays.

I've just received notification that my landlord has not been paying the utility bills.  What can I do?
While we cannot provide you with legal advice, the Texas Property Code respective to this subject is as follows:

Texas Property Code § 92.301. Landlord Liability to Tenant for Utility Cutoff

(a) A landlord who has expressly or impliedly agreed in the lease to furnish and pay for water, gas, or electric service to the tenant's dwelling is liable to the tenant if the utility company has cut off utility service to the tenant's dwelling or has given written notice to the tenant that such utility service is about to be cut off because of the landlord's nonpayment of the utility bill.

(b) If a landlord is liable to the tenant under Subsection (a) of this section, the tenant may:
(1) pay the utility company money to reconnect or avert the cutoff of utilities according to this section;

(2) terminate the lease if the termination notice is in writing and move-out is to be within 30 days from the date the tenant has notice from the utility company of a future cutoff or notice of an actual cutoff, whichever is sooner;

(3) deduct from the tenant's rent, without necessity of judicial action, the amounts paid to the utility company to reconnect or avert a cutoff;

(4) if the lease is terminated by the tenant, deduct the tenant's security deposit from the tenant's rent without necessity of lawsuit or obtain a refund of the tenant's security deposit pursuant to law;

(5) if the lease is terminated by the tenant, recover a pro rata refund of any advance rentals paid from the date of termination or the date the tenant moves out, whichever is later;

(6) recover actual damages, including but not limited to moving costs, utility connection fees, storage fees, and lost wages from work; and

(7) recover court costs and attorney's fees, excluding any attorney's fees for a cause of action for damages relating to a personal injury.

(c) When deducting for the tenant's payment of the landlord's utility bill under this section, the tenant shall submit to the landlord a copy of a receipt from the utility company which evidences the amount of payment made by the tenant to reconnect or avert cutoff of utilities.

(d) The tenant remedies under this section are effective on the date the tenant has notice from the utility company of a future cutoff or notice of an actual cutoff, whichever is sooner. However, the tenant's remedies under this section shall cease if:
(1) the landlord provides the tenant with written evidence from the utility that all delinquent sums due the utility have been paid in full; and

(2) at the time the tenant receives such evidence, the tenant has not yet terminated the lease or filed suit under this section.

Why do I have to come to City Hall in order to have my water service started?
To protect customer identity, all new services must be requested in person. The applicant is required to present a government issued photo ID and may also be asked to provide proof of residency at the service location. In order to receive services the same day, please complete this application process by 2 p.m.

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Meters and Concerns about Possible Problems

What if I think my meter is malfunctioning?
Did you know that a meter removed for testing has only a .05 percent chance of over-registering? Generally, unexpectedly high bills are caused by leakage at a property. However, if there are no leaks at your property and you suspect that your water meter is malfunctioning, you will need to complete a Request for Meter Test (English/Spanish) and return it to us at 825 W. Irving Blvd., Irving, TX 75060 or by fax at (972) 721-3733.

What should I do if sewerage is backing up?
Locate the sewer cleanout outside your house, remove the cap and immediately call Water Utilities at (972) 721-2261. The sewer cleanout is usually capped with a white, square plastic piece about 4” above the ground. The exact location varies from home to home, or could be hidden or buried by a previous owner. As the property owner, it is your responsibility to maintain the cleanout.

A crew will be dispatched to determine if the blockage is the City’s responsibility or if you will need to call a plumber.

Will the City of Irving repair leaks inside my home?
No. The City of Irving will repair leaks up to the water meter. All pipelines and devices on the customer’s side of the meter are the responsibility of the customer.

Who do I call about low water pressure to my home?

Call Water Utilities at (972) 721-2261 and if necessary, a crew will be dispatched to investigate.

Can the City of Irving recommend a good plumber?
Unfortunately, no. We encourage you to seek recommendations from relatives, friends and neighbors or research online reviews of local plumbers.

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Water Usage

What are some possible causes for higher water usage?
Often when the consumption is higher than normal, we find that water has been consumed on the property, but in a way that the customer had not anticipated.

Some possible causes may be:
  • Misadjusted automatic sprinklers causing unnecessary frequent irrigation - power outages and testing by landscape personnel is often the source of this
  • Over-irrigation on slope or outlying landscaping due to missing sprinkler heads or broken pipes
  • Hose left in yard by mistake
  • Leaks from toilet or faucets 
  • Malfunctioning water softeners
  • High usage in pool, pond or spa due to repair or refill - automatic refill occurs unnoticed in some units

Additional house guests

My neighbor has six household members and I only have two. Why is my water usage higher? 
Remember that most water is used for irrigation, followed by toilets and appliances, and not for personal use such as bathing or drinking. The most likely reason is that you have a larger yard or you water your landscaping more often.

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Wastewater, Running Hydrants and Water Taste

What is wastewater and why do I pay for it?
Wastewater (sewer) is the used water that goes down the drains and into the wastewater collection system. Its source can be residential, commercial or industrial. The sewer charge on your utility bill pays for the costs associated with functioning the wastewater collection system as well as transportation and treatment of the wastewater to be returned to the Trinity River.

Why do I sometimes see fire hydrants running when there is no fire? 
Flushing, which is the practice of running water through the distribution system using fire hydrants, is done for several reasons. Often after a water main repair, hydrants are temporarily left open to relieve excessive water pressure. Sometimes hydrants are opened to help clean out the distribution system for discoloration or odor issues, or to remove air from the line.

My tap water sometimes has an earthy or musty taste and scent in the late summer. What causes this?
This is caused by an algae bloom at the water sources, Lake Chapman and Lake Lewisville. Most Texas lakes experience what is referred to as a “blue-green algae bloom” in late summers and, in rare occurrences, during exceptionally warm winters. The algae are removed during treatment, but the scent and taste issues still occur. The treatment process aids with these issues, but no process has been developed anywhere to completely eliminate them. However, please note that these issues are not harmful to your health and that fire hydrant flushing does not relieve this problem. As algae levels normalize, so will the scent and taste of the water.

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