Frequently Asked Questions

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.

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). Visit www.healdsburg.gov/rates to view current and past rates.

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). Visit www.healdsburg.gov/rates to view current and past rates.

Residential customers are billed a monthly customer charge plus energy charges on a 2-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. Visit www.healdsburg.gov/electricrates to view current and past rates, as well as rate options.

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.

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.

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.  

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

Visit the Utility Billing Policy section on the Utility Billing & Customer Service webpage for more information.

The City offers a variety of programs, incentives and discounts to promote electric vehicles (EVs) and EV charging. Information on residential and commercial programs for electric transportation is available at healdsburg.gov/1000/Electric-Vehicles-E-Bikes.

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.

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