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Utility Billing and Customer Service

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1. I have an emergency with my water, sewer or electric service, who do I call?

In the event of a utility emergency please contact our 24-Hour Utility Response Hotline to report a water, sewer, electric, or street issue at (707)431-7000 or Toll Free (855)755-6586.  For natural gas issues, please call PG&E at (800) 743-5000.

2. I have a question about my utility bill, who do I call?

Call the Utility Billing Customer Service line at 707-431-3307, Monday through Thursday 7:30am - 5:30pm, and every other Friday 8:00am - 5:00pm (excluding holidays), with questions about your bill. In order to protect the privacy of our account holders, staff will only discuss account details and specifics with the account holder(s).
Anyone can call and ask general questions about the City’s billing procedures, practices and rates.

3. What is E-Billing?

There is a way to receive your utility bills that will save you time. Register for E-Billing and receive your utility bill directly in your email inbox. The E-bill will look exactly like your current paper bill. It’s very user-friendly, easily accessible and available 24/7.
This is an easy and cost-effective way for you to receive your monthly utility statements, view and keep track of subsequent utility bills, plus, you can make one-time or sign up for automatic recurring payments online. You’ll have less paper to shuffle and file, and no need to request and wait for duplicate bills because it’s all available online.
Registration is free. If you need any assistance with signing up or using this new service, please call Utility Billing Customer Service staff at 707-431-3307 and we’ll be happy to walk you through the process. Once you’ve registered you will be able to view your account history, enroll in AutoPay, edit your payment profiles, enroll additional utility accounts, manage your user settings, and more! Register for E-Billing

4. How is water billed?

Residential customers are billed a monthly service charge plus usage charges billed at a volume rate. Non-residential customers are billed a monthly service charge per meter by meter size plus usage charges billed at a volume rate. Usage is measured & billed in HCF (hundred cubic feet, 1 HCF = 748 gallons). Water Rates Resolution

5. How is sewer billed?

Residential customers are billed a fixed monthly service charge per dwelling unit plus usage charges calculated using the Seasonal Sewer Average (average winter water use billed - January thru April). Non-residential customers are billed a fixed monthly service charge based on water meter size plus usage charges billed for water consumed and strength factor. Usage is measured & billed in HCF (hundred cubic feet, 1 HCF = 748 gallons). Sewer Rates Resolution

6. How is storm water (aka drainage) billed?

Residential customers are billed a fixed monthly service charge per dwelling unit. All non-residential customers are billed a monthly service charge per 100 square-feet of building gross floor area. These charges cover the operation & maintenance of the City’s storm drain system.

7. How is electric billed?

Residential customers are billed a monthly customer charge plus energy charges on a 3-tier rate structure based on consumption and rate type. Non-residential customers are billed a monthly customer charge plus energy charges based on consumption and rate type. Electric Rate Schedules

8. How often is my meter read?

All water and electric meters are read monthly. While some meters are still read manually, many meters now have ERT’s (electronic read transmitters) and can be read simply by passing by with a handheld device, and more and more the City is able to read those ERT’s using a fixed network system whereby the reads can be picked up from City offices.

9. What happens if I don’t pay my bill on time?

Your account becomes delinquent if your utility bill has not been paid by the due date. Accounts not paid in full by the due date will be subject to a late fee of 1.5%. Residential Water service will be disconnected after being delinquent no less than 60 days.  Electric and Non-Residential water service will be disconnected after being delinquent no less than 30 days.  Seven or more days prior to disconnection of service, the City will contact the account holder by telephone or written notice.

10. Can I make a payment arrangement?

Please contact the Utility Customer Service line at 707-431-3307 prior to the reminder notice/reminder call due date if a payment arrangement or amortization schedule is needed. Requests will not be granted past the notice/call due date.

11. What happens if my payment is returned by my bank?

Checks or Automatic payments returned by the bank for any reason (including stop payment) are subject to a $25 charge upon the first occurrence. Each subsequent occurrence will be assessed a $35 charge. Upon the second returned payment, the account will be placed on “Cash Only” status for one full year. All fees are due and payable upon repayment of the returned payment. “Cash Only” is defined as cash, credit/debit card, or Money Order.

12. What do I do if I think I have a leak?

If you have unexplained higher than usual water usage and suspect you may have a leak, contact the Utility Billing Customer Service line at 707-431-3307. A utility worker will be dispatched to check the water meter and look for indications of a leak.  

13. What do I do if I find a leak?

If you come across a leak and it is on public domain (public property), immediately contact the Utility Response Hotline at 707-431-7000 or Toll Free at 855-755-6586. If the leak is on private property, the property owner is responsible for all related repairs and may require immediate assistance from a plumber or landscaper.

14. Can I get a credit for the excessive water due to a leak?

When a water leak has been repaired, the account holder may be entitled to a leak adjustment. Please refer to the City’s Leak Adjustment Policy below: Adjustments may be available for certain types of water leaks when there is evidence that the leak was not due to willful or negligent acts on the part of the customer. To be considered for a water leak adjustment the following criteria must be met: 1) The water usage in question was excessive compared to normal usage for the same period(s) in the prior year, 2) The customer repaired the leak in a timely fashion and can provide proof of the repair, and 3) The customer is able to describe, in writing, the nature of the leak and the repairs.

Adjustments must be requested within six months of the effected billing period and may be made to the water bills for up to two (2) billing periods based on the difference between the usage billed during the leak and water used the same period(s) last year. Related sewer adjustments will automatically be taken into consideration and sewer usage billed or upcoming SSA calculations adjusted accordingly. Adjustments are limited to one instance per calendar year. Please Contact our Utility Department for more information or to inquire about receiving an adjustment. Address: 401 Grove Street, Healdsburg, CA 95448 Email: UtilityBilling@ci.healdsburg.ca.us Phone: (707) 431-3307

15. Will a water leak affect my sewer bill?

If a water leak is reported and the excessive water usage has affected the sewer usage billed, you may be eligible for a sewer adjustment in addition to the water adjustment. If so, the billing department will automatically adjusted the sewer usage at the same time the water adjustment is issued.

16. How can I pay my bill?

• Pay online using your Visa/MasterCard card or bank account at no additional cost to you!
• Mail (check or credit/debit card) payments with the attached stub in the enclosed envelope to P.O. Box 787, Healdsburg, CA 95448. Make checks payable to the “City of Healdsburg”.
• Pay over the phone using your Visa/MasterCard or bank account by calling our customer service line at 707-431-3307. Office hours are Monday through Thursday 7:30am - 5:30pm, and every other Friday 8:00am - 5:00pm, excluding holidays.
• Pay in person during business hours at City Hall, 401 Grove Street, Healdsburg. For your convenience after hours, a drop box is located in north parking lot of City Hall.
Pay On-Line Now

17. Can I set up automatic payments?

By registering for E-Billing you will automatically become eligible to participate in AutoPay, registration is free. Simply sign up for e-billing in the Utility Billing and Customer Service section of the City’s website. Once E-Billing enrollment is complete you will be prompted to setup a payment profile and begin using AutoPay. If you need any assistance with signing up or using this new service, please call Utility Billing Customer Service staff at 707-431-3307 and we’ll be happy to walk you through the process. Register for E-Billing and AutoPay

18. Are there any discounts available for seniors, veterans, or low income customers?

While many cities do not offer the CARE program to their residential utility customers, The City of Healdsburg CARE program was adopted by the City Council on June 1, 2009. Eligibility for the CARE program is based on household income and if qualified each household can receive a 25% discount on the first two (2) energy tiers of electric charges, 15% on water and 20% on sewer and storm water charges. Pick up an application at the Utility Billing Counter at City Hall or print one from our website. CARE Application

19. I just bought an electric car, are there any discounts available on my electric bill?

The City offers a discount program to residential utility customers who own battery electric vehicles that provides a flat rate discount on electric rates for qualifying customers. Approved applicants will be required to change to a Time-of-Use meter. Submit an application to get started.

Electric Vehicle Discount Application

20. Can I dispute my bill?

If you believe that you have been billed incorrectly, send the bill and a statement supporting your claim to: The City of Healdsburg Attention: Finance Director 401 Grove Street Healdsburg, CA 95448.  Appeals must be initiated within 25 days from receipt of the utility bill in question. Complaints or disputed bills will be rejected when the dispute appears to be over matters such as quality of a utility service, general levels of rates, pending rate applications and sources of water and power.  Services will not be I interrupted for non-payment while an appeal is pending.

21. How do I start or transfer residential utility service?

New accounts or transfers of service require a completed application of service and a possible deposit. Please call customer service at 707-431-3307 if you have any questions. Residential Application

22. How do I start or transfer commercial utility service?

New accounts or transfers of service require a completed application of service and a possible deposit. Business accounts must also have a City of Healdsburg Business License prior to establishing a utility account. Please call customer service at 707-431-3307 if you have any questions. Commercial Application

23. Are there any organizations that can help me pay my bill?

The City of Healdsburg refers qualifying low-income customers to the Home Energy Assistance Program (HEAP). This program has funds to help you pay 1 or 2 months of electricity per year. For more information call HEAP at (707)495-4417 or (800)233-4480, visit their offices at 1100 Coddingtown Center, Suite 1, Santa Rosa CA, print an application below, or visit the Utility Billing Counter at City Hall. HEAP Application

24. How do I cancel utility service?

Cancel service by simply calling our customer service line at 707-431-3307, send an email to utilitybilling@ci.healdsburg.ca.us or by completing and submitting a cancellation request. Disconnect Forms

25. How far in advance do I need to notify Utility Billing of service changes?

Service orders for Start and Stops are scheduled on business days only, excluding holidays. Same day orders are available for applications or cancellations received prior to 12 noon.

26. Who can make changes to my account?

An account holder(s) is the only individual(s) permitted to make changes or inquiries on an account. If an account holder is incapacitated, deceased, or otherwise unable to authorize a change to the account, an authorized agent who provides proof of Power of Attorney may make changes on the account holder’s behalf. Privacy rules are strictly adhered as required per the California Public Utility Code.