Winter Haven Water Help Desk: Pay, Log In, Call or Report a Problem
Use this page like a quick utility counter. Pick the task, open the official Winter Haven route, and prepare the exact account details before paying, calling, moving service or reporting a water, sewer, meter or reuse-water issue.
Winter Haven Utility Action Board
| Need | Official action | Have ready | Important detail |
|---|---|---|---|
| Pay online / log in | Open WH2o portal | Username/password or account number, service address, phone number, payment method. | Portal shows Pay Bill, Service Turn On/Off, Alerts, Conservation, Payment Locations, Construction Tracker and FAQs. |
| One-time payment | Pay Bill / one-time payment | Account number and primary contact phone number. | Use exact account details from your bill. Save confirmation before closing. |
| Pay by phone | 863-291-5678 | Account number and credit card number. | City lists this as a 24/7 payment line. |
| Talk to customer service | 863-291-5678 or CustomerService@mywinterhaven.com | Account number, service address, bill copy, confirmation number or screenshots. | Phone service: Monday-Friday, 8 AM-5 PM. |
| Water emergency / field issue | 863-291-5853 | Exact location, cross street, issue type, time started, safety risk. | The Water Department page lists this as phone and emergency phone. |
| Report non-emergency issue | Access Winter Haven | Address/GPS location, photos, issue category, contact info. | Use for non-emergency concerns, requests and tracking. |
Past-due warning: if a cutoff notice or reactivation charge is possible, call before using mail or drop box. Ask which payment route posts fast enough for your account.
Official Winter Haven Water Customer Service Details
Customer Service Office
City of Winter Haven Customer Service
551 Third Street NW
Winter Haven, FL 33881
Phone: 863-291-5678
Fax: 863-298-7870
Email: CustomerService@mywinterhaven.com
Hours
Phone service: Monday-Friday, 8:00 AM-5:00 PM.
In-person: Monday 8:00 AM-3:00 PM; Tuesday-Friday 10:00 AM-3:00 PM.
Official pages:
Bill Pay & Login: What to Click
WH2o portal
Log in, pay bill, manage alerts, view conservation tools and use service turn on/off.
H2O app
Manage your water account from mobile and receive in-app notifications.
Payment phone
24/7 payment line: 863-291-5678.
| Payment method | Official detail | Best for | Avoid this mistake |
|---|---|---|---|
| WH2o online portal | Portal includes Pay Bill, Service Turn On/Off, Alerts, Conservation, Payment Locations, Construction Tracker and FAQs. | Account login, usage visibility, mobile access and faster payment proof. | Use the official WH2o.MyWinterHaven.com portal, not ad-looking payment pages. |
| One-time pay | Requires account number and primary contact number. | Fast payment without searching through account tools. | Save confirmation number, amount and payment date. |
| Phone payment | Call 863-291-5678 with account number and credit card number; service is available 24/7. | Customers who prefer phone payment. | If the account is past due, ask posting and cutoff timing. |
| Mail check or money order with bill stub; write account number on payment. | Normal bills with enough mailing time. | Too slow near cutoff or reactivation risk. | |
| Drop box | Drop check or money order in the drop box at the west end of the customer-service parking lot. | After-hours check/money-order drop. | No cash. Write account number on payment. |
| In person | Customer Service accepts cash, credit/debit cards, checks and money orders. | Receipt, account help or cash payment. | Check current in-person hours before visiting. |
Past Due, Late Fee, Transfer or Turn-On Charges
Late fee
Inside city: greater of $6.71 or 5% of outstanding balance.
Outside city: greater of $8.38 or 6.25% of outstanding balance.
Reactivation / turn on
Delinquent reactivation: $67.86 inside / $84.83 outside.
New account initial turn on: $77.63 inside / $97.03 outside.
Transfer / tampering
Transfer of account: $53.19 inside / $66.48 outside.
Unauthorized connection/tampering: $51.92 inside / $64.87 outside.
Start, Stop, Move or Vacation Service
Start service
- Use WH2o Service Turn On/Off or call Customer Service.
- Prepare service address and start date.
- Ask whether water, sewer, garbage or irrigation applies.
- Confirm deposit and new account / initial turn-on fee.
Stop / move service
- Prepare stop date and forwarding address.
- Ask about final bill and deposit handling.
- Ask whether account transfer fee applies.
- Remove or update AutoPay/app payment settings.
Vacation / field order
- Meter Services completes vacation turn-on/off requests.
- Meter Services also handles rereads and data logging.
- Ask if special vacation base bill amount applies.
- Confirm access to meter and shutoff.
| Deposit item | Official amount | User note |
|---|---|---|
| Residential water, sewer & garbage | $194.83 | Inside/outside residential deposit amount listed in deposit PDF. |
| Residential water only | $97.41 | Use when only water service applies. |
| Garbage only | $63.79 | Use where garbage-only account applies. |
| Commercial minimum deposit | $208.00 | Commercial deposit may equal average of 2 1/2 highest months. |
| Builder deposit | $356.61 | Builder account deposit. |
| Temporary service | $155.74 | Inside or outside city. |
2026 Winter Haven Residential Water, Sewer, Irrigation & Reuse Rates
Rate source: residential water, sewer and irrigation rates are effective 10/01/2025. Compare inside-city vs outside-city status before estimating your bill.
| Common residential rate item | Inside City | Outside City | User note |
|---|---|---|---|
| 3/4" R&R charge | $1.54 | $1.93 | Monthly fixed item. |
| 3/4" water & irrigation base charge | $7.11 | $8.88 | Common residential meter size. |
| 1" water & irrigation base charge | $17.77 | $22.21 | Larger residential/small service. |
| 3/4" sewer base charge | $11.06 | $13.82 | Applies if sewer service is billed. |
| 1" sewer base charge | $27.65 | $34.56 | Check meter size before comparing bills. |
| Sewer usage per 1,000 gallons | $6.37 | $7.96 | Listed for residential sewer usage. |
| PRWC surcharge, 5,000+ gallons | $0.25 | $0.31 | Applies to usage above 5,000 gallons. |
| Water usage tier | Inside City | Outside City | Irrigation inside / outside |
|---|---|---|---|
| 0-5,000 gallons | $2.35 per 1,000 | $2.93 per 1,000 | $2.35 / $2.93 |
| 5,001-10,000 gallons | $3.96 per 1,000 | $4.95 per 1,000 | $3.96 / $4.95 |
| 10,001-15,000 gallons | $7.07 per 1,000 | $8.83 per 1,000 | $7.91 / $9.88 |
| 15,000+ gallons | $8.83 per 1,000 | $11.03 per 1,000 | $10.33 / $12.91 |
| Reuse water item | Inside City | Outside City | How EIC is calculated |
|---|---|---|---|
| Reuse usage per 1,000 gallons | $1.60 | $2.00 | Single-family, multi-family and commercial. |
| Reuse base charge per EIC | $7.42 | $9.27 | One EIC is based on the greater of lot size, daily reuse need or irrigated square footage. |
| One EIC definition | 15,000 sq ft single-family lot or less; 500 gallons/day required reuse service; or 5,600 sq ft irrigated. | Use the highest applicable value. | |
Official rate PDFs:
High Bill, Meter Read, Leak or Usage Spike
Meter system
Winter Haven uses AMR/AMI technology, so meters remotely transmit readings instead of manual monthly reads.
Meter reread
Meter Services handles meter rereads with data logging, field verification and other work orders.
Meter audit
The meter audit program verifies equipment, makes repairs, photographs locations and corrects billing-system inaccuracies when found.
| User question | What to check | What to ask |
|---|---|---|
| “Why did my bill jump?” | Water tier, sewer usage, irrigation tier, PRWC surcharge, billing dates, leak signs. | “Can you compare my last 3 cycles and confirm which line increased?” |
| “Is the meter wrong?” | Portal usage, meter location, whether water is off and meter still shows use. | “Can Meter Services reread or data-log this meter?” |
| “Can I test the meter?” | Bench test fee is listed at $98.89 inside / $123.62 outside. | “If the test confirms a meter issue, how is the account corrected?” |
| “Could irrigation be the cause?” | Irrigation tier jumps faster above 10,000 and 15,000 gallons. | “Is the irrigation meter separate or combined on this bill?” |
| “Do I need line location?” | Line/lateral location fee is $98.89 inside / $123.62 outside. | “Should I use this before digging or a private locator?” |
Water, Sewer, Meter, Main Break or Field Emergency
Water Department emergency
Call: 863-291-5853
Use for urgent water department issues, main breaks, service trouble or field routing.
Maintenance on call
Maintenance staff remains on call 24 hours a day for water main breaks and utility-related emergencies.
Non-emergency report
Use Access Winter Haven for non-emergency concerns, requests and photos.
| Problem | Best route | Say this |
|---|---|---|
| Water main break / street leak | 863-291-5853 | “Water is flowing at [address/cross street]. It started around [time].” |
| No water / low pressure | 863-291-5853 or customer service if billing-related | “All taps / some taps affected at [address]. Neighbors [are/are not] affected.” |
| Meter issue | Customer Service 863-291-5678 or Water Department 863-291-5853 | “I need a meter reread, data log or field verification for account [number].” |
| Sewer concern | Water Department / Maintenance routing | “Sewer backup/odor at [location]. I stopped using water and kept people away.” |
| Non-emergency issue | Access Winter Haven | Add address, photos and issue category so the request can be routed. |
Sewer safety: avoid contact with wastewater, keep children and pets away, stop using fixtures if backup worsens, and document only when safe.
Water Quality, Source Water, Lead Lines & Backflow
Water source
Winter Haven’s 2025 report says water comes from 21 wells drawing from the Floridan Aquifer.
Treatment includes aeration, chlorination and ortho-polyphosphate; fluoride addition discontinued January 13, 2025.
Water-quality questions
The 2025 report lists Damon Irvis or Bjorn Wint, Chief Water Plant Operators, at 863-291-5767.
EPA Safe Drinking Water Hotline: 800-426-4791.
Cross connection
Picasso Griffin
Backflow Program Coordinator
863-298-7819
pgriffin@mywinterhaven.com
| Water safety topic | Official detail | What to do |
|---|---|---|
| 2025 Water Quality Report | Report covers monitoring from January 1 to December 31, 2025. | Use the official archive/report for current contaminant tables. |
| Lead tap water result | Lead 90th percentile result listed as 0.0007 ppm with 0 sites above the action level. | Still flush stagnant water if concerned about home plumbing. |
| Copper tap water result | Copper 90th percentile result listed as 0.26 ppm with 0 sites above the action level. | Review report and call water plant operators for questions. |
| Lead service line inventory | Report lists comprehensive service line inventory submitted 10/16/2025. | Use the lead replacement page if your line is unknown or flagged. |
| Backflow risk | Cross connection can allow non-potable water into drinking-water plumbing. | Backflow testers in Winter Haven’s service area must register with the City. |
Official water safety links:
Lead Service Line Replacement: What Happens Next
Unknown letter
If you receive a letter saying your service-line material is unknown, that does not mean your line is lead. It means the material has not yet been verified by field testing.
If lead is confirmed
Identified lead service lines will be replaced by City crews. The City says property owners receive notice, instructions and next steps.
Private-side line
The customer service line from the meter to the home/building is property owner responsibility. A licensed plumber can help inspect and replace it.
Reuse Water, Service Area and Local Boundary Clues
Reuse program
Reuse water is billed by usage and an EIC base calculation. Check if your property is in the reuse-service area before estimating a bill.
Service map
The official service-area map shows the Winter Haven utility service area boundary around the Chain of Lakes region.
Boundary clues
Map labels include US 17/92, US 27, SR 544, SR 542, SR 540, SR 60, Lucerne Park Road, Rifle Range Road and Rattlesnake Road.
Official service area and conservation links:
Google Map: Winter Haven Customer Service Office
| Location | Address | Use for |
|---|---|---|
| Customer Service Office | 551 Third Street NW, Winter Haven, FL 33881 | Billing, payments, WH2o account help, start/stop service, in-person payment and drop-box context. |
| Water Department | 401 6th Street SW, Winter Haven, FL 33880 | Water Department, water emergencies, maintenance and technical routing. |
| Winter Haven City Hall | 451 Third Street NW, Winter Haven, FL 33881 | General City of Winter Haven municipal contact. |
| Water service area | Winter Haven utility service area map boundary | Check whether a property is inside the City utility service area. |
Winter Haven Water Utilities FAQ
What is the Winter Haven Water Utilities phone number?
Call Customer Service at 863-291-5678. The same number is also listed as the 24/7 payment line.
Where is Winter Haven Water Customer Service located?
The Customer Service office is at 551 Third Street NW, Winter Haven, FL 33881.
What are Winter Haven Customer Service hours?
Phone service is Monday-Friday, 8:00 AM to 5:00 PM. In-person service is Monday 8:00 AM to 3:00 PM and Tuesday-Friday 10:00 AM to 3:00 PM.
How do I pay my Winter Haven water bill online?
Use the official WH2o portal at WH2o.MyWinterHaven.com. You can log in or use the one-time payment page with your account number and primary contact phone number.
Can I pay by phone?
Yes. Call 863-291-5678. The City says you need your account number and credit card number and that the service is available 24/7.
Can I use the drop box?
Yes. Drop a check or money order in the drop box at the west end of the Customer Service parking lot. Write your account number on the payment. No cash.
What is the Winter Haven water emergency number?
The Water Department page lists 863-291-5853 as the Water Department phone and emergency phone.
What is the billing questions phone number?
The portal contact form lists billing questions at 863-291-5688. For general customer service, call 863-291-5678.
What is the residential utility deposit?
The official deposit PDF lists residential water, sewer and garbage deposit at $194.83, water-only deposit at $97.41 and garbage-only deposit at $63.79.
What is the late fee?
The miscellaneous-fees PDF lists the delinquent payment penalty as the greater of $6.71 or 5% of outstanding balance inside city, and the greater of $8.38 or 6.25% outside city.
What is the basic 3/4 inch residential water base charge?
The residential rate PDF lists the 3/4 inch water and irrigation base charge as $7.11 inside city and $8.88 outside city, effective 10/01/2025.
How is Winter Haven water usage billed?
Residential water usage is billed in tiers per 1,000 gallons: 0-5,000, 5,001-10,000, 10,001-15,000 and 15,000+ gallons, with different inside-city and outside-city rates.
What should I do if my bill is high?
Check usage tiers, irrigation use, sewer line charges, PRWC surcharge, leaks and meter data. Ask Customer Service whether Meter Services can reread or data-log the meter.
What is the source of Winter Haven drinking water?
The 2025 Water Quality Report says the water source is 21 wells drawing from the Floridan Aquifer.
Who handles lead service line questions?
The lead service line page lists Karen Francois at 863-298-5501 and KFrancois@MyWinterHaven.com.
Is this the official Winter Haven Water website?
No. This is an informational guide. Confirm live balance, due date, shutoff status, service orders, fees, rates and emergency instructions with official City of Winter Haven sources.
30-Second Winter Haven Utility Checklist
Pay/login: WH2o portal → account number or login → payment proof.
Customer service: 863-291-5678, CustomerService@mywinterhaven.com, 551 Third Street NW.
Water Department: 863-291-5853, 401 6th Street SW, emergency routing.
High bill: check tier, irrigation, sewer usage, PRWC surcharge, AMI read and possible leak.
Move service: use Service Turn On/Off, confirm deposit, turn-on fee, transfer fee and final bill timing.