Service Requests

We will be happy to assist you with service requests for setting up new, transfer existing, or discontinuing your utility services. 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.

There is also information about maintenance requests below. Remember to check the Frequently Asked Questions page for common questions and concerns from our customers.

Service requests are completed between 8 a.m. and 4 p.m., Monday through Friday (excluding holidays).

New Residential Customers

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. Complete an Application for Services (English/Spanish) and bring to our offices Monday through Friday (excluding holidays) at 825 W. Irving Blvd. between the hours of 7:30 a.m. and 5:30 p.m. In order to receive services the same day, please complete this application process by 2 p.m.

Please be prepared to provide the following:

  • The service address, including the suffix (ST, DR, LN, BLVD)
  • The date service is to begin
  • Your full name
  • Your social security number
  • Your government issued driver's license
  • Your business and home telephone numbers
  • Your mailing address (if different from the service address)
  • Payment of required deposit (as applicable)
  • Payment of connection fee

You may also be required to show proof of residence at this address. In addition, all previous accounts for services must be paid in full prior to new services being established.

You do not need to be present at your home when the service is activated, as long as all faucets are turned off at the residence. If your water meter is running when the technician activates service, the water will be shut off to protect against potential leaks that might damage your property. If this happens, the technician will attempt to make contact at the door. If no contact is made, a notice will be posted on the front door requesting that you contact Customer Service to arrange a time to activate the service.

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Deposits

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.

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Residential Deposits

New residential customers are required to pay a minimum deposit of $75. In most cases, it is billed out to you on your first bill and must be paid by the due date to avoid a service disconnect. Otherwise, payment must be received in our offices prior to services being initiated.

  • Your deposit may be higher than the minimum if you had previous accounts for services with an unsatisfactory payment history.
  • The deposit will be refunded to your account no later than December 31 following a full 12 months of service provided you have not had more than two late payments on the account.
  • If any deposit money is in escrow on your account when you close your account, the deposit will be applied to the balance on your final bill.
  • If applicable, any remaining balance will be automatically refunded to you, within 45 days, by check if the balance is $10 or more. You will need to request a refund for balances of less than $10 by calling Customer Service at (972) 721-2411.

The deposit can be waived in certain circumstances for residential customers.

  • You are over 65 years of age and provide a letter of credit from another municipal water utility or another utility company along with proof of age.
  • You have a current account for services with us that has been active for a minimum of 12 months and the account is not currently delinquent; has not been disconnected during the past 12 months; has not had more than two delinquent payments during the last 12 months; and, there have not been any checks or electronic debits that were dishonored by your bank.
  • You had a similar account for services within the past three years for a minimum of 12 months; the account was paid in full; services were not disconnected for non-payment during the last 12 months of service; there were no more than two delinquent payments during the last 12 months of service; and, no checks or electronic debits were dishonored by your bank.
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New Commercial Customers

To begin new services, you must complete an Application for Services (English/Spanish) and bring to our offices Monday through Friday (excluding holidays) at 825 W. Irving Blvd. between the hours of 7:30 a.m. and 5:30 p.m. In order to receive services the same day, please complete this application process by 2 p.m.

Please be prepared to provide the following:

  • The service address, including the suffix (ST, DR, LN, BLVD)
  • The date service is to begin
  • Certificate of Occupancy
  • Taxpayer ID
  • Primary contact phone numbers
  • Mailing address (if different from the service address)
  • Payment of required deposit
  • Payment of connection fee

You do not need to be present when the service is activated, as long as all faucets are turned off. If your water meter is running when the technician activates service, the water will be shut off to protect against potential leaks that might damage your property. If this happens, the technician will attempt to make contact. If no contact is made, a notice will be posted requesting that you contact Customer Service to arrange a time to activate the service.

Commercial Deposits

New commercial customers are required to pay a deposit equivalent to two times the average bill for services or a minimum deposit of $150 (depending on the size of the meter); whichever of the two is greatest.

  • Your deposit may be higher than the minimum if you have had previous accounts for services with an unsatisfactory payment history.
  • Deposits are held in escrow until you close your account. The deposit is then applied to the balance on your final bill.
  • If applicable, any remaining balance will be automatically refunded to you, within 45 days, by check if the balance is $10 or more. You will need to request a refund for balances of less than $10 by calling Customer Service at (972) 721-2411.

The deposit can be waived in certain circumstances for commercial customers provided they are not master-metered multifamily service locations or hotels/motels.

  • You have a current account for services with us that has been active for a minimum of 12 months and the account is not currently delinquent; has not been disconnected during the past 12 months; has not had more than two delinquent payments during the last 12 months; and, there have not been any checks or electronic debits that were dishonored by your bank.
  • You had a similar account for services within the past three years for a minimum of 12 months; the account was paid in full; services were not disconnected for non-payment during the last 12 months of service; there were no more than two delinquent payments during the last 12 months of service; and, no checks or electronic debits were dishonored by your bank.
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Transfer Existing Services

In order to transfer services, you will need to complete a Request Form (English/Spanish) and fax it, along with a copy of your driver's license (residential accounts), to (972) 721-3733; mail to P.O. Box 152288, Irving, TX 75015-2288; or, call Customer Service at (972) 721-2411. Please note that this request will not be processed if your current account has a past due balance. In addition, a deposit may be required prior to transferring services to your new location.

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Discontinue Services

In order to discontinue services, you will need to complete a Request Form (English/Spanish) and fax it, along with a copy of your driver's license (residential accounts), to (972) 721-3733; mail to P.O. Box 152288, Irving, TX 75015-2288; or, call Customer Service at (972) 721-2411.

We will read your meter on the day you request that your services be discontinued. A final bill will be prepared to include all usage from the date of your last meter reading until the date you discontinued services.

If a deposit is held on your account, it will be credited towards your final bill. You will need to provide a forwarding address so that we can mail your final bill and/or any refund that may be due. If applicable, any remaining balance will be automatically refunded to you, within 45 days, by check if the balance is $10 or more. You will need to request a refund for balances of less than $10 or by calling Customer Service at (972) 721-2411.

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Maintenance Requests

Please review the Frequently Asked Questions before calling for a maintenance request. Many issues and questions can be resolved there.

For water and sewer-related maintenance issues and emergencies, please call (972) 721-2411. Water Utilities personnel can assist you with the following:

  • Sewer backup (please call immediately)
  • Report suspected sewer overflow
  • Low water pressure
  • No water service (provided it is not related to a non-payment service disconnect)
  • Discolored water
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