Have questions about your bill, stormwater fees, sewer back-ups, and other utility-related issues?
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 pay my bill?
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 200 E. Berry Street, Suite 130 in Citizens Square. We have a drive up drop box located on the south side of Berry Street in front of Citizens Square 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?
If your water bill is higher than you expected or higher than usual, consider some of the following possible causes. Have you been watering your lawn or outdoor plants more than usual? Do you have a pool that you recently filled? Have more people moved into your household or have you had guests? Adding people to a household can cause water usage to go up. Another reason for an unexpectedly high bill is a water leak.
5. How do I know if I have a water leak?
Check this pdf here.
6. Why is my sewer bill so high?
Sewer bills are based on water consumption. If you have a well for water but you have sanitary sewer service from Fort Wayne City Utilities, you will be charged a flat rate for your monthly sewer bill. See City Utilities' Rates and Charges
7. Why do you charge me for sewer when I 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 watering the customer's lawn. Therefore, no adjustments for watering the customer lawn shall be given. We suggest that a separate water only system such as a sprinkling system is installed.
8. 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. So a small family may use between 3 and 6 units of water each month while a large family will use more.
9. 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.
10. Why am I charged a stormwater fee? 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.
11. 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.
12. My sewer is backing up. Who do I call?
To report a sewer backup problem between 7:30 AM and 5:30 PM, Monday through Friday, you may call Fort Wayne Citizen Services Center by dialing 311. At night or on the weekend please listen to the prompts to be forwarded to the appropriate department.
13. 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.