Do you have questions about City Utilities?

Here are the answers to some Frequently Asked Questions about various City Utilities services:

 March 2007 Sewer Rate Increase

 September 2006 Water Rate Increase

 Fort Wayne Stormwater Utility.pdf

Customer Relations Department

1. WHAT ARE YOUR HOURS?

We are open Monday thru Friday from 7:30 - 5:30. Our phone lines are open Monday thru Friday from 7:30 a.m. to 5:00 p.m. The phone number is 260-427-1234.

2. WHERE CAN I MAKE MY PAYMENT?

We now offer Payment By Phone.  You may call 260-427-1234 and you will be asked to press #3 to make your payment.  You will need to have your account number available.  This will connect you with ChoicePay, which will accept payment by credit card, checking account, or savings account.  You can also reach ChoicePay by dialing 1-877-306-9265.  Payments can also be made at our office located at One Main Street, Room 270 in the City-County Building.  We have a drop box located on the left side of Columbia Street for your convenience.

3. HOW MUCH IS MY BALANCE?

You may now call 260-427-1234 and press #1 to get your account balance.  You will need the account number and the last four digits of the social security number or the person listed on the account.  

4. WHY IS MY BILL SO HIGH?

This could be caused by a leak.  You may have been watering your lawn.  Do you have a pool that you recently filled?  Are there more people in the household?

5. WHY IS MY SEWER BILL SO HIGH? Sewer bills are based on water consumption.  If a well or some other source provides the customer's water and he/she has sanitary sewer with City Utilities, he/she is charged a flat rate of $21.64 in the City and $27.05 out of the City.

6. WHY DO YOU CHARGE ME FOR SEWER WHEN I FILL MY POOL OR WATER MY LAWN?

The sewer bill is based on water consumption that has flowed through the meter.  There is no way we can distinguish between water that has been used for domestic use and water that has been used for the pool or watering the customer's lawn. Therefore, no adjustments for the pool or watering the customer lawn shall be given. We suggest that a separate water only system such as a sprinkling system is installed.

7. MY NEIGHBOR'S BILL IS NOT AS HIGH AS MINE.

Not every household uses the same amount of water.  On the average, each person uses 3 units per month.

8. WHAT IS THE LEAST AMOUNT I CAN PAY TO STAY OUT OF DISCONNECT STATUS?

There are variables on this depending on each household and circumstance.  We prefer that each account be paid in full by the month.

9. WHY AM I CHARGED STORMWATER?  I AM MILES AWAY FROM ANY STORM SEWERS.

The stormwater fee is charged to all of our customers who are considered in the City.  Even though you may not have storm sewers directly on your property, the water will eventually reach our storm drains.  The fees are used to maintain the storm drains.

10. WHY DON'T I HAVE ANY WATER?

There are several things we ask our customers:  Has someone accidentally turned the main water valve off?  If it is in the winter, have you checked for frozen pipes?  Have you checked with your neighbors to see if they have water?  There may be a water main break that hasn't been reported.

11. MY SEWER IS BACKING UP.  WHO DO I CALL?

We suggest the customer call 427-1255 for assessment of the problem.

12. WHY DO I HAVE TO FIX THE PIPES AND/OR LEAKS IN MY YARD?  ISN'T THAT THE UTILITIES' RESPONSIBILITY?

We are responsible for the main line all the way to the curb stop.  The customer is responsible from the curb stop to the residence and all problems that stem from there.  We do service the water meter that is located at the residence.

Customer Relations Department

1. WHAT ARE YOUR HOURS?

We are open Monday thru Friday from 7:30 - 5:30. Our phone lines are open Monday thru Friday from 7:30 a.m. to 5:00 p.m. The phone number is 260-427-1234.

2. WHERE CAN I MAKE MY PAYMENT?

We now offer Payment By Phone.  You may call 260-427-1234 and you will be asked to press #3 to make your payment.  You will need to have your account number available.  This will connect you with ChoicePay, which will accept payment by credit card, checking account, or savings account.  You can also reach ChoicePay by dialing 1-877-306-9265.  Payments can also be made at our office located at One Main Street, Room 270 in the City-County Building.  We have a drop box located on the left side of Columbia Street for your convenience.

3. HOW MUCH IS MY BALANCE?

You may now call 260-427-1234 and press #1 to get your account balance.  You will need the account number and the last four digits of the social security number or the person listed on the account.  

4. WHY IS MY BILL SO HIGH?

This could be caused by a leak.  You may have been watering your lawn.  Do you have a pool that you recently filled?  Are there more people in the household?

5. WHY IS MY SEWER BILL SO HIGH? Sewer bills are based on water consumption.  If a well or some other source provides the customer's water and he/she has sanitary sewer with City Utilities, he/she is charged a flat rate of $21.64 in the City and $27.05 out of the City.

6. WHY DO YOU CHARGE ME FOR SEWER WHEN I FILL MY POOL OR WATER MY LAWN?

The sewer bill is based on water consumption that has flowed through the meter.  There is no way we can distinguish between water that has been used for domestic use and water that has been used for the pool or watering the customer's lawn. Therefore, no adjustments for the pool or watering the customer lawn shall be given. We suggest that a separate water only system such as a sprinkling system is installed.

7. MY NEIGHBOR'S BILL IS NOT AS HIGH AS MINE.

Not every household uses the same amount of water.  On the average, each person uses 3 units per month.

8. WHAT IS THE LEAST AMOUNT I CAN PAY TO STAY OUT OF DISCONNECT STATUS?

There are variables on this depending on each household and circumstance.  We prefer that each account be paid in full by the month.

9. WHY AM I CHARGED STORMWATER?  I AM MILES AWAY FROM ANY STORM SEWERS.

The stormwater fee is charged to all of our customers who are considered in the City.  Even though you may not have storm sewers directly on your property, the water will eventually reach our storm drains.  The fees are used to maintain the storm drains.

10. WHY DON'T I HAVE ANY WATER?

There are several things we ask our customers:  Has someone accidentally turned the main water valve off?  If it is in the winter, have you checked for frozen pipes?  Have you checked with your neighbors to see if they have water?  There may be a water main break that hasn't been reported.

11. MY SEWER IS BACKING UP.  WHO DO I CALL?

We suggest the customer call 427-1255 for assessment of the problem.

12. WHY DO I HAVE TO FIX THE PIPES AND/OR LEAKS IN MY YARD?  ISN'T THAT THE UTILITIES' RESPONSIBILITY?

We are responsible for the main line all the way to the curb stop.  The customer is responsible from the curb stop to the residence and all problems that stem from there.  We do service the water meter that is located at the residence.