Office closed until further notice due to COVID-19.
We want to help keep everything running smoothly in your home!
We’ve tried to answer the questions we hear most often from you and your neighbors. If you don’t find the answers you need here, please call us during business hours at (650) 322-2083.
Frequently Asked Questions
Please complete the entire application process at least 1 business day prior to your closing date so that we can create a final bill for the seller and create your new account. Even if you are moving from one home in East Palo Alto to another and already have an account with us, we need the service information submitted for your new residence.
It is important to understand that the billing will remain in your name until our office receives a written notice to terminate. Be sure to provide a forwarding address where we can send any applicable refund or send your final bill; provide notice of 24 hours before the closing so that we can schedule the final reading of your water meter.
Renters should fully complete the application process at least 1 business day prior to your move-in date. We will also need you to present your lease agreement. In most cases, service can start within 1 business day of a completed application.
You will need to contact us to provide a forwarding address and contact information where we can send any refund you may be due, or bill for any remaining balance. You can provide that by phone, in person or by mail. Please contact us at least 24 hours before the date you want your service stopped.
You can pay your bill online, by mail, over the phone, or in person at our office during business hours. You can also drop off payments after hours through the letter slot in our office door. When paying by mail, please enclose the top portion of your bill, showing the service address and account number, with your check to ensure proper credit. Please only mail a check or money order.
If paying in person, please bring your entire bill with you so that we can process your transaction as efficiently as possible.
Each customer's water use depends on many different factors such as home size, number of household members, types of appliances in use, landscape and individual lifestyle choices. These personal differences are key if you are trying to analyze your bill.
Water meters in East Palo Alto are read bi-monthly, from the 1st to the 15th depending on where you live. Bills are generally sent within a few days of the reading.
If you would like your bill temporarily forwarded to you at another address, or need it to be regularly sent to a third party for payment, please let us know. You can also designate a different mailing address for your bill through the online customer portal.
If you have financial problems that affect your ability to pay your water bill, please call our office at (650) 322-2083 as soon as possible so that we can discuss a payment arrangement.
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