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1. What forms of identification is accepted for establishing new service?

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.

2. What happens if my check or credit card payment returns?

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

3. I had a leak, can I get an adjustment on my bill?

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.

4. I want service but I have a delinquent bill from an old account? How do I establish service?

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

5. My service was disconnected for non-payment. What is required to re-establish service?

You must pay the full past due amount and $45.00 reconnect fee. If the meter has been pulled, you must also pay the $200.00 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.

6. My service was finalised for non-payment. What is required to re-establish service?

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.

7. Can I turn my water back on myself since I made the payment?

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.

8. I will not be able to pay my utility bill before the disconnect date. What should I do?

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.

9. Does the city make exceptions in hardship cases?

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.

10. What is required to turn on the water temporarily so I can clean an empty house?

A homeowner or property management company may set up an account for 30 days or less with a $50 deposit. City will turn on service for 3 days only for an inspection.

11. If I pay a deposit for new services, how soon will my water be on?

Any deposits for new services paid before 2 pm will be turned on that same day. Any deposits for new services paid after 2pm will be turned on the next business day.

12. I left the water utility bill in my name for my tenant or family member, but they left an unpaid balance. Am I responsible for that delinquent balance?

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

13. What happens if my deposit dozen’t cover my final balance?

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

14. Am I able to get information or make payment arrangements on a utility account if my name is not on the account?

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.

15. I pay the water bill but my name is not on the account. Can my name be added to the account?

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 authorize to final or transfer the account.

16. Why I was not notified of a disconnection?

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.