On-Line Services from City Utilities
City Utilities Offers Customers Assurance: Water Will Keep Flowing
Last week, City Utilities suspended utility service disconnects for non-payment and will continue this practice through April 15, 2020.
“Providing access to clean water is essential to public health and preventing the spread of the coronavirus,” said Kumar Menon, Director of Fort Wayne City Utilities. “Supplying high-quality water is our mission. Safe, abundant water is essential in our united fight against this pandemic. City Utilities will be there for our community every step of the way.”
Health officials say frequent handwashing with soap and water, for at least 20 seconds, helps prevent the spread of COVID-19 and other infectious diseases.
It is important for customers who are not able to pay or pay their full amount to contact customer service about their situation and work out a payment plan.
Earlier this week, to protect customers and employees, we eliminated walk-in service at Citizens Square. Customers can use the kiosk located outside of the building and off of the parking lot at 200 East Berry Street to make payments or call customer service to discuss an account.
In the field, during this crisis, we have suspended meter change-outs, including previously scheduled appointments, except in emergencies.
City Utilities COVID - 19 Update
- City Utilities has supended non-payment disconnects for non-payment until April 15th
- Customers are urged to do their best to continue paying their bills.
- Flexible payment plans are always available with City Utilities and will continue to be as we understand the financial hardship this outbreak has placed on many families. Please call City Utilities Customer Support at 260.427.1234 to discuss extended payment plans.
Customer Upgrades Support Social Distancing - Payment Kiosk Open 24/7
Walk-in Visits Stopped to Protect Customers and Service Reps
Fort Wayne, Ind. – City Utilities is at the forefront of public health by providing safe and clean drinking water to our customers. Partnering with our colleagues in the public safety departments and the Board of Health, we remain committed to maintaining the highest standards of protecting public health and safety during the pandemic situation caused by the COVID- 19 virus. Accordingly, following the advice of CDC and local health advisories, we are instituting social distancing as one of our additional steps in promoting and protecting the health of our customers and service representatives. Beginning Monday, March 16, 2020, the City Utilities’ customer support center will stop accepting walk-in visits.
Fortunately, due to service upgrades made by City Utilities in recent years, these safeguards will ensure customer access to the services they need even in these difficult times
“City Utilities is continually committed to better customer service,” said Kumar Menon, Director of City Utilities. “To that end, we have made numerous improvements over the last few years that make it easier for customers to do business with us. This week, those investments are helping us meet the challenges of a National Emergency and offering an additional layer of health protection for citizens and our employees.”
Pay utility bill with ease
New this year, City Utilities debuts a second payment center kiosk, located on the outside of the building on the parking lot side of Citizens Square, 200 East Berry Street. Customers will notice the signage over the kiosk as they drive into the parking lot. The machine is available 24 hours a day, seven days a week.
Inside Citizens Square is another payment kiosk available during regular City business hours, Monday through Friday. Both kiosks allow customers to pay their bills using cash, check, or debit/credit card and eliminate face-to-face interaction in the customer service area. Payments at both kiosks will post immediately.
Additionally, customers can pay by checking account or debit/credit card online 24/7 by visiting cityoffortwayne.org/utilities and clicking on the "Pay My Bill" tab on the right side of the webpage.
By phone, residents can pay by calling 260-427-1234 and using the automated prompts to pay, using a credit or debit card.
Communicating with customer representatives
“Our customer improvements are more than new payment and service options. We’ve also increased training for our valued staff. The broader knowledge base our customer support representatives now possess allows them to answer nearly all customer questions over the phone,” said Matt Land, Deputy Director of Policy and Planning.
City Utilities' customer service representatives can handle all questions, including payment arrangements, by phone. The team can answer questions in English, Spanish and Burmese. Customers can call 260-427-1234 for service, Monday through Friday from 7:30 a.m until 5:30 p.m.
“Abundant, safe water is a vital tool in our efforts to fight the coronavirus,” added Menon. “Diligent hand washing is one of the best ways to stop the spread of this disease. You can rely on City Utilities to provide the water. But it’s up to each of us to wash our hands often and thoroughly.”
City Utilities is entering year 13 of the 18-year plan to improve our sewer system. The plan, ordered by the U.S. Justice Department and the Environmental Protection Agency requires major investment in the sewer system. It’s a Federal order with no federal funds.
In 2008 as City Utilities began the plan it was clear that customer sewer rates were the only source of revenue to make the improvements. In 2020 we are moving forward to fund the last phase of the Consent Decree and the Long Term Control Plan. Watch this video to learn more about how we got here and the impact the improvements are already having on our community.
For the final phase of the improvements, 2020-2025, $380 million will be invested to protect our rivers, support our neighborhoods and prepare the community for the future. Most of the investment, $245 million over the next six years, will take place in neighborhoods.
You can learn more at a public informational meeting on Thursday, February 13, 2020 at 6:00 p.m. in the Omni Room located in the basement of Citizens Square – 200 East Berry Street.
A public hearing will take place on February 18, 2020 at 5:30 p.m. in the City Council Chambers in the basement of Citizens Square.
City Utilities Begins Lead Service Line Replacement Program
Here’s a heads up that some of you may be getting a phone call from 120 Water Audit, a company contracted by City Utilities to launch a service line replacement initiative. The plan will help residents who want to replace their lead service line, the portion of the line that is owned by the property owner and connects to the City water line. Older homes may have a lead service line. Residents can receive a free water testing kit to determine if they would want to replace the pipe and learn more about financing options. For more information on Lead visit https://www.cityoffortwayne.org/lead.html
Courtesy Calls Alert Customers When Bills are Due
City Utilities strives to proactively communicate with our customers. We are now sending a pre-recorded courtesy call to all customers if we have not received payment by the due date on your City Utilities bill. If you receive this call but have already mailed your payment and you feel we should have received it, please call Customer Support at 260-427-1234 to ensure that the payment has been received and properly posted to your account. Remember it can take up to seven (7) days for a mailed payment to make its way through the mail and be processed. Be sure if you are sending payment by US Mail that you are mailing it in time for us to receive it by the due date.
Utility Advisory Group to Meet on March 11, 2019
A group of citizen volunteers meets regularly with City Utilities management to learn about City Utilities projects and programs and to share issues and concerns from utility customers. The next meeting of the Utility Advisory Group will be held on Monday, March 11, 2019 starting at 5:30 PM in Room 255 at Citizens Square, 200 E. Berry Street, in downtown Fort Wayne. See the Agenda for the March 11 meeting or read more....
Dates Set for 2019 Rain Garden Workshops
City Utilities, in cooperation with the St. Joseph River Watershed Initiative, will present three Rain Garden "How-To" workshops for homeowners this spring. Rain gardens are landscaped areas, typically planted with native perennial plants, that help to soak rain water runoff into the ground. Rain gardens may help with some drainage issues and also help remove pollutants from runoff. Click here for Rain Garden Workshop dates....
Learn How City Utilities Cleans Water Twice
Did you know that City Utilities cleans water two different times? City Utilities takes water from the St. Joseph River and treats it to make safe, great tasting drinking water. Water is distributed to customers who use it and then return it as sewage or wastewater. City Utilities collects sewage and treats it at the Water Pollution Control Plant before returning the water to the Maumee River. The water leaving the Water Pollution Control Plant is cleaner that the river water that originally came out of the St. Joe River. City Utilities is offering free tours of the Three Rivers Water Filtration Plant and the Water Pollution Control Plant on several Saturdays in spring of 2019. Click here for dates and times....
When Temperatures Drop Protect Your Pipes
When temperatures drop below freezing water pipes in outside walls and water meters in unprotected places can freeze -- interrupting your water service, potentially creating inconveniences and costly repairs. City Utilities is pleased to provide you with tips to help keep pipes from freezing and protect your water meter. Read more....
Celebrate World Wetlands Day - Feb. 2, 2019
City Utilities and other organizations in Allen County have planned events for Saturday, February 2 to celebrate all of the things wetlands do. Hikes, informational presentations and birdwatching are just a few of the activities. At noon visit City Utilities' Camp Scott wetlands to learn more about how wetlands work -- even in the winter. Read more......
River Levels to be Adjusted
Fort Wayne, IN – In preparation for winter, City Utilities will make annual adjustments to river levels beginning on Saturday, October 20, 2018. In order to remove the flashboards at the St. Joseph Dam, the St. Joseph River north of the dam will be temporarily lowered beginning at midnight on Saturday. This will allow the dam’s spillway to dry so the flashboards can safely be removed on Monday October 22, 2018.
Residents with docks or with boats tied along the St. Joseph River should be aware of changing river levels and take appropriate precautions to protect their property.
River levels should return to normal by October 25, 2018.
The flashboards are put back in the spring to raise the level of the river north of the dam, thereby holding more water in the reservoir behind the dam for summer use.
Protect Yourself from Expensive Water & Sewer Service Line Problems
City Utilities is pleased to announce a new program that can help residential customers handle unexpected and potentially high cost repairs to the water and sewer service lines that run through their property. Optional water and sewer service line protection will be provided through a partnership between City Utilities and American Water Resources, a subsidiary of American Water, the nation's largest publicly traded water and wastewater utility company. Under the partnership, homeowners who are customers of City Utilities have the option to enroll in water line and sewer line protection programs to help prevent significant financial loss in the event of service line problems. Residential customers of City Utilities will receive additional information in the mail. Learn more...
Free Yard Waste Drop-Off Day on Saturday, October 13, 2018
Fort Wayne City Utilities is pleased to announce that on Saturday, October 13, 2018, Allen County residents may drop-off yard waste at the Biosolids Handling Facility at no charge. The facility is located at 6202 Lake Avenue and operates as a processing site for leaves, yard waste and residuals from Fort Wayne’s Water Filtration and Water Pollution Control Plants.
On October 13 from 8:00 AM until 6:00 PM Allen County residents may drop-off yard waste including leaves, grass clippings, brush, twigs and branches, and other yard and garden waste. The material may be delivered loose or in degradable paper bags. Items such as root balls with soil attached, gravel, topsoil, and construction debris cannot be accepted. Plastic bags are also not acceptable for drop off. Learn more about Biosolids.
A Message from MamaJo:
To everyone who visited me at the Tunnel Works construction site on Sunday, September 9 -- a big THANK YOU! it was great to meet so many of you. I think I met about 1,500 of you! I appreciate that you were patient and waited in line. City Utilities and my bosses wanted to make sure you were safe, but I know you had to wait a while in the chilly temperatures and drizzle to visit. I'm looking forward to keeping you updated as I get ready to go underground and during the time that I'm making my five-mile long journey. You can learn more by clicking here to go to the Fort Wayne Tunnel Updates page. Talk to you soon!
Annual Water Quality Report Coming to Your Mailbox 6/27/2018
Each year City Utilities publishes a water quality report that summarizes the results of water quality testing for the previous calendar year. The 2018 report, which contains test results from 2017, will be mailed to every City Utilities water customer on June 29. Again for 2017 water quality tests results show that Fort Wayne water meets or is better than all state and federal regulations require. Read the report here....
City Council Approves Funding for Water Main Replacement Work; Plan Now Goes to State for Review 6/26/2018
What's more inconvenient than having your water go off when you are getting ready for work or preparing dinner? When water mains break, City Utilities may be forced to shut your water off for several hours to make the repair. What if you were a restaurant and your water was shut off on Valentines Day, or you ran a hospital and you had to postpone surgeries because of a main break. Replacing water mains that have been identified as likely to fail can help avoid the costs and inconveniences associated with main breaks.
On June 26, 2018, the Fort Wayne City Council approved adjustments in Water Utility rates and charges to help fund more investment in the water main replacement program. Now the water rate proposal will be filed with the Indiana Utility Regulatory Commission. The Commission will review the rate proposal and will seek public input. City Utilities is proposing to increase the amount of water main replacement work done each year by investing more money in the main replacement program. Learn more...
Look for Water Leaks During Fix A Leak Week March 19 - 25, 2018
Dripping faucets and running toilets can be major water wasters -- and they can cause your water and sewer bills to be unexpectedly high. City Utilities has tips you can use during "Fix A Leak" Week and all year-round to help find and eliminate leaks. Read more....
Fort Wayne's Water Recognized as Great-Tasting!
Fort Wayne's drinking water has been named "Best Tasting" in the northeast quadrant of Indiana by water utility experts from the Alliance of Indiana Rural Water. Water samples were judged in three categories -- clarity, odor and taste. Fort Wayne's water now advances to a state-wide competition that will select "The Best Tasting Water in Indiana." The winner of the State competition will go on to a national contest -- "The Great American Water Taste Test." In selecting Fort Wayne's water as best tasking in the regional judges said they picked it because it tasted "pure, clean and refreshing." City Utilities Director Kumar Menon says the award recognizes the hard work and dedication of City Utilities' employees: "Being honored is always a good thing for Fort Wayne, whether it’s for being one of the best run cities, a great place to raise or family, or a great place to grow and locate a business. Being recognized for having the best tasting water in northeast Indiana goes to prove we have an outstanding group of hardworking people who take great pride in providing high quality, great tasting water delivered with reliability.” Read more about Fort Wayne's drinking water quality....
City Utilities No Longer a Payment Location for AEP/NIPSCO
Fort Wayne, IN -- Effective on Thursday, February 1, 2018, the City Utilities Customer Relations Center will no longer be able to accept bill payments on behalf of AEP and NIPSCO. Also, City Utilities will no longer be a CheckFreePay location. We apologize for any inconvenience this may cause. See map and list of other CheckFreePay locations and other places where you can make a payment on your AEP or NIPSCO account.