Frequently Asked Questions

A state issued driver’s license, a state issued identification card, or a government issued passport. All identification must be valid. No altered or expired identification will be accepted.

ALL return payments are adjusted back to the account and a $35.00 returned payment fee is charged for each returned payment. The customer is notified. Services can be disconnected if the full amount of the return payment and fee is not paid.

You may receive an adjustment when a concealed leak occurs and has been repaired. A leak receipt must be submitted within 20 days of repair to be considered.

You must pay all delinquent balances prior to applying for new services.

You must pay the full past due amount and $50.00 reconnect fee. If the meter has been pulled, you must also pay the $250.00 fee. Services will be restored on the same day if payment is received before 4 pm. After 4 pm, services will be restored the next business day.

If the deposit is still active, you must pay the past due balance and any fees (reconnect, pull meter, etc.) charged to the account with certified funds to restore the service. If the deposit has applied to the account, the entire balance, any fees charged to the account, and a deposit must be paid. You also may be asked to complete a new application for service.

Only city personnel is authorized to turn service back on. Tampering with a meter could cause damage to the meter that the customer would be charged a fee to repair. Also, turning a meter on without authorization is considered theft of service.

A request for an extension must be submitted in writing by the close of the business day prior to the disconnection date. A request may be submitted in person at 211 N. Henry St. or by email at waterbilling@lancaster-tx.com. Please attach a photo ID when submitting an email.

The city will work with any customer that is experiencing difficulty paying. We can grant payment extensions and offer pay out plans, up to three months. In no cases are charges reduced or eliminated for hardship reasons. Penalties will still apply to all extensions and payout plans.

A homeowner or property management company may set up an account for 30 days or less with a $60 deposit.

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Any deposits for new services paid before 4 pm will be turned on that same day. Any deposits for new services paid after 4pm will be turned on the next business day.

Yes. If you leave services in your name, you are responsible for all charges and fees that are applied to the account.

After your account is finalized, you have 90 days to pay the remaining balance. Any balance left unpaid will be sent to a collection agency.

No. Due to confidentiality laws, information regarding a water utility account will only be shared with the actual account holder regardless of the relationship of the requestor. Only the account holder can make payment extensions, pay out plans, payment arrangements on the account because he/she is the only one the city can penalize for non-payment.

Yes. Both parties would need to come in with their valid photo identifications and complete the required forms. The primary account holder is the only one authorized to final or transfer the account.

If you have a past due balance, there will be a statement on your monthly statement notifying you that your services can be interrupted at any time. The city also does a courtesy phone call the week prior to disconnection. This call is made on the number listed as “home phone” on your account. Please make sure your information is current.