Skip to main content

Water Billing Information

Water Billing FAQ Brochure

Pay your water bill online

Calculation of Charges  
Residential water bills consist of two charges. The meter base charge is a flat fee that correlates to the size of the meter. The consumption charge is based on metered consumption, as determined by periodic meter readings.
Meter Readings  
Meters located in residential properties are generally read on a quarterly basis. For meters that are 3" or larger in size, readings are taken monthly. Customers with water billing questions may call 311 (outside City limits call (585) 428-5990.
Special Meter Readings  
Before property is sold, the seller of a property should request a final meter reading by calling 311 (or (585) 428-5990 outside City limits). This enables the City to accurately bill the seller and buyer for water consumption. The buyer or the buyer's attorney is encouraged to confirm that a final reading has been taken to avoid having to pay for water charges incurred prior to the sale.
Periodic Billing  
Charges for residential water consumption are issued quarterly. For meters that are 3" or larger in size, charges are billed monthly.
Estimated Bills  
If the City cannot gain access to a meter that is scheduled to be read and the resident does not provide a reading, an estimated bill based on past metered consumption will be issued. If a valid meter reading is obtained after the issuance of an estimated bill, the original amount of the estimated bill will be adjusted to reflect actual consumption.
High Consumption Investigation  
At a property owner's request, the City will conduct a high consumption investigation to try to determine the cause of a high water bill.
Appeal Process  
A property owner may file a written billing complaint with the Director of Water. The Director will review the complaint and notify the property owner of his determination. The property owner may appeal the decision to the Commissioner of Environmental Services. The appeal must be submitted in writing within twenty days after receipt of the Director's determination.
Delinquent Water Charges  
Water charges not paid by the due date are rebilled until the amount is paid or added to property taxes. Late charges accrue each billing period against delinquent amounts. The late fee equals 3% of the delinquent balance for charges that are billed quarterly. For charges that are billed monthly, the late fee is 1% of the delinquent balance. Delinquent water charges, that are initially due and remain unpaid by May 15, are added to the July property tax bill, along with an additional penalty and an administrative charge.