Whitehouse Utility Help Desk: Pay, Log In, Call, Start or Stop Water Service
Use this guide when you need the official City of Whitehouse utility billing route, payment deadline, online bill pay, bank draft, phone number, emergency number, disconnect form, leak adjustment form, account transfer form, water quality report, trash information and City Hall map.
Whitehouse Utilities Quick Action Board
| Searcher need | Official action | Prepare first | Do not miss |
|---|---|---|---|
| Pay water bill online | Open City Utilities page, then click “pay your water bill online.” | Online account login, utility account details, payment method. | You must create an account to use online bill pay, e-billing, e-late notices or late/disconnect notices. |
| Login / e-billing / late notices | Use the Municipal Online Payments system linked from the City Utilities page. | Email/login credentials and current utility bill. | After creating an account, choose the service from the right-side menu in the online system. |
| Pay before late fee | Pay by close of business at 4:30 p.m. on the 10th. | Bill amount, due date, payment method. | Postmark dates are not accepted as payment date. |
| Past due / close to disconnect | Call 903-510-7500 Option #1. | Account, address, payment proof, notice date. | Late fee is $15 or 10% of billed services, whichever is greater. Service charge is $50. |
| Water/sewer emergency after hours | 903-245-8274 | Address, cross street, issue type, when it started. | Use for water and sewer emergencies outside normal business hours. |
| Stop service / move out | Utility Account Disconnect Form | Move-out date, forwarding address, account details. | Disconnect requests must be in writing. Refund processing may take about 30 days. |
| Start service | Utility Account Application | Service address, ID/account details, move-in date. | Welcome packet says new water/sewer account setup begins with a water service application returned to City Hall. |
| Leak adjustment | Leak Adjustment Form | Repair proof, dates, photos/receipt if available. | Use after a verified leak is found and repaired. |
Fast rule: if the 10th or 20th is near, call before relying on mail, postmark, or after-hours drop-off. The City says postmark dates are not accepted as payment date.
Official Whitehouse Utility Contact Details
Utilities Department
Physical address:
101 A Bascom Road
Whitehouse, TX 75791
Mailing address:
P.O. Box 776
Whitehouse, TX 75791
Phone & hours
Phone: 903-510-7500 Option #1
Fax: 903-510-7501
Hours: Monday-Friday, 8:30 a.m.-4:30 p.m.
Closed: Saturday and Sunday
Emergency
After-hours water/sewer emergency:
903-245-8274
Use for urgent water or sewer problems outside normal City Hall hours.
| Contact | Official detail | Use for |
|---|---|---|
| Utilities main line | 903-510-7500 Option #1 | Bill pay, account setup, disconnects, transfer forms, trash cart requests, general utility questions. |
| Kristin Sanford | Utility Billing Administrator, 903-510-7505 | Billing questions, account follow-up, payment clarification. |
| Public Works | 903-510-7509 | Water supply, wastewater treatment plant, street maintenance, stormwater/public works questions. |
| Stormwater | 903-510-7509 | Stormwater pollution, drainage, illegal dumping and stormwater education. |
| Republic Services bulk pickup | 903-586-1449 | Bulk item pickup scheduling; must schedule no later than 12 p.m. the day before collection day. |
Pay or Log In: Exact Whitehouse Steps
Start from the City Utilities page
Open the official Whitehouse Utilities page. Use the “pay your water bill online” link shown by the City.
Create an online account
The City says online bill pay, e-billing, e-late notices and late/disconnect notices require creating an account in the online system.
Select the service after login
After the account is created, select the service you want from the menu on the right side of the online system.
Pay before 4:30 p.m. on the 10th
Water meters are read around the 15th, bills are mailed by the last working day of the month, and bills are due by close of business at 4:30 p.m. on the 10th.
Save confirmation details
Save the payment confirmation, date/time, amount and screenshot. Call Utilities if the account is already late, near disconnect, or if payment does not appear.
| Payment / account option | Official detail | Best use | Common mistake |
|---|---|---|---|
| Online bill pay | Use the City-linked online system; account creation is required. | Paying from phone/computer, e-billing and late/disconnect notices. | Waiting until disconnect deadline without confirming payment posting. |
| Automatic bank draft | Bank Draft Authorization Form | Recurring payment to avoid missing the 10th deadline. | Assuming draft is active before the City confirms enrollment. |
| In-person / City Hall | 101 A Bascom Road, Whitehouse, TX 75791. | Account forms, payment questions, disconnect/transfer paperwork, in-person help. | Arriving after 4:30 p.m.; office closes at 4:30 p.m. |
| P.O. Box 776, Whitehouse, TX 75791. | Normal payment with enough mailing time. | Postmark dates are not accepted as date of payment. | |
| Written disconnect request | Utility Account Disconnect Form | Move out, sale, final bill and deposit processing. | Calling only; the City says disconnect requests must be in writing. |
| Transfer account | Utility Account Transfer Form | Moving service within the City or changing service location. | Not settling old balance or missing date/address details. |
Billing Calendar, Late Fee and Disconnect Rules
Meter read
Water meters are read mid-month, approximately the 15th.
Bill mailed
Bills are mailed by the last working day of the month.
Due date
Payment is due by close of business at 4:30 p.m. on the 10th.
Disconnect window
After late fee, customers have about until the 20th to pay before water is disconnected.
| Rule | Whitehouse detail | What the customer should do |
|---|---|---|
| Late fee | $15 or 10% of billed services, whichever is greater. | Pay before 4:30 p.m. on the 10th, not just by mail postmark. |
| Service charge | $50 service charge applies whether or not utility service has been disconnected. | Call before the 20th if trying to avoid additional charges. |
| Walnut Grove Water customers | The $50 service charge also applies to Walnut Grove Water customers. | Do not assume district/sewer-only status avoids the fee. |
| Returned checks / bank drafts | A fee is charged for returned checks and/or bank drafts. | Confirm funds before payment; returned payment can also cause water disconnection and reconnect fee. |
| Postmark | Postmark dates are not accepted as date of payment. | Mail early or use online/in-person payment if close to deadline. |
If you are close to the 20th: call 903-510-7500 Option #1 before paying. Ask whether the payment method will stop disconnection and whether the $50 service charge already applies.
Start, Stop, Transfer, Bank Draft or Leak Adjustment
Start service
- Complete the Utility Account Application.
- Return/start account through City Hall route.
- Prepare service address and customer details.
- Use City Hall if document or deposit questions arise.
Stop service
- Disconnect requests must be in writing.
- Submit disconnect form as soon as possible when moving.
- Provide forwarding address.
- Allow about 30 days for processing.
Deposit handling
- Of the $200 payment, $50 is non-refundable connection fee.
- $150 is refundable deposit.
- Refundable amount is applied to final bill.
- Any amount due back is sent to forwarding address.
| Form / task | Official route | Use when |
|---|---|---|
| Utility Account Application | Open application | New water/sewer account setup. |
| Utility Account Disconnect Form | Open disconnect form | Move out, final bill, deposit refund processing. |
| Utility Account Transfer Form | Open transfer form | Move service to another Whitehouse address or account change. |
| Bank Draft Authorization Form | Open bank draft form | Automatic payment setup. |
| Leak Adjustment Form | Open leak adjustment form | Request bill review after leak repair. |
| Fee Waiver Application | Open fee waiver form | Ask the City to review eligible fee-waiver situation. |
Water, Sewer, Public Works and Water Quality
Water & sewer service
The City of Whitehouse provides water and sewer services. Water, sewer and street maintenance are functions of the City’s Public Works Department.
Public Works operations
Public Works maintains the public water supply and wastewater treatment plant for the City.
Lead service inventory
The City explains that service lines connect homes/businesses to the water main. The City owns the main-to-meter portion; the property owner is responsible from meter to the home/business.
| Topic | Official detail | User action |
|---|---|---|
| Annual Water Quality Report | Public Works Director provides an annual report on the City’s drinking water. | Use the official Public Works page to open the latest water quality report archive. |
| Lead and Copper Rule Revisions | EPA updated guidelines require water systems to prepare an inventory of service-line materials. | Use the City’s Lead Service Line Inventory link for service-line material information. |
| City-owned line portion | City owns the portion from the main to the water meter, including the meter. | Call Public Works/Utilities if the issue appears before or at the meter. |
| Property-owner line portion | Property owner is responsible from meter to where the line enters the home/business, plus interior plumbing. | Call a plumber for customer-side leaks or plumbing failures after meter. |
| System scale from City welcome packet | City notes crews service pipes, equipment, tanks, pumps and infrastructure for more than 9,000 residents and businesses. | Useful context for water service, wastewater and street maintenance requests. |
Trash, Recycling and Bulk Items on the Water Bill
Solid waste provider
The City contracts with Republic Services for solid waste services, and the fee is included in the monthly water bill.
Curbside recycling
Curbside recycling is offered on the first and third Wednesday of every month. Call City Hall at 903-510-7500 Option 1 if you need a recycling cart.
Bulk pickup
Republic Services provides bulk item curbside collection on the first and third Thursdays of each month. Schedule by calling 903-586-1449 by 12 p.m. the day before collection.
| Trash/recycling issue | Official detail | What to do |
|---|---|---|
| Weekly trash pickup | Cart should be out by 7 a.m. on designated pickup day. | Use the City online map/customer packet to confirm your street’s pickup day. |
| Additional trash cart | Additional carts are available for an additional $3 per month. | Requests can be sent in writing to City Hall. |
| Landfill use | Residents may dispose up to 3 cubic yards monthly at no charge with proof of current water bill. | Bring proof of current water bill before going. |
| Bulk item collection | Includes up to 2 bulk items, securely bundled limbs or up to 12 bags of dry leaves. | Call 903-586-1449 no later than 12 p.m. the day before collection. |
| Accepted recycling | Cardboard, newsprint, magazines/color inserts, rinsed aluminum cans, rinsed tin/steel food cans, plastics #1-#7. | Place recyclable items inside the recycling container with light blue lid. |
| Not accepted recycling | Glass, waxed/plastic-coated boxes, plastic grocery sacks, food inside cans, laundry bags/plastic packing material, shelves, toys, buckets, motor-oil containers. | Keep these out of recycling cart to avoid contamination. |
Stormwater, Flooding and What Not to Dump
Stormwater is separate from sewer
The City says the stormwater system is separate from the sanitary sewer system. Rainwater can carry oil, antifreeze, detergents and pesticides into storm drains and then into the local watershed with no treatment.
Stormwater contact
Phone: 903-510-7509
Hours: Monday-Friday, 8:30 a.m.-4:30 p.m.
Use this route for stormwater pollution, drainage education and stormwater questions.
| Stormwater problem | City guidance | What to do |
|---|---|---|
| Grass, dirt, trash in street/gutter | Keep grass clippings, trash and dirt off streets and out of gutters. | Sweep back onto property or bag properly. |
| Car washing | Park car on grass before washing so water can infiltrate. | Use commercial car wash when possible, or avoid sending wash water to street drains. |
| Used motor oil | Recycle used motor oil; do not dump. | Take to automotive store or approved collection site. |
| Fertilizer / pesticides | Use as directed and well before storm events. | Do not overapply before rain. |
| Construction sediment | Protect storm drains, sweep construction entrances, inspect silt fencing after storms. | Contractors should maintain BMPs and avoid hosing paved areas into storm drains. |
| Pet waste | Pick up and dispose of properly. | Prevent waste from entering stormwater system. |
Whitehouse Utilities Map and Office Details
Use City Hall / Utilities at 101 A Bascom Road for utility billing, forms, in-person questions, disconnect/transfer paperwork and general customer service.
| Location / route | Address / phone | Use for |
|---|---|---|
| Utilities / City Hall | 101 A Bascom Road, Whitehouse, TX 75791 | Bill pay help, account applications, disconnect requests, transfer forms, bank draft questions. |
| Mailing address | P.O. Box 776, Whitehouse, TX 75791 | Mail communication/payment when not near due date. |
| Customer Service | 903-510-7500 Option #1 | Utility billing, trash/recycling cart request, payment and account questions. |
| Emergency phone | 903-245-8274 | After-hours water and sewer emergencies. |
| Public Works / Stormwater | 903-510-7509 | Water supply, wastewater treatment, public works and stormwater questions. |
Whitehouse Water Utilities FAQ
What is the Whitehouse Water Utilities phone number?
Call 903-510-7500 Option #1 for the Utilities Department. The Utility Billing Administrator number listed by the City is 903-510-7505.
What is the after-hours emergency number?
For water and sewer emergencies outside normal business hours, call 903-245-8274.
Where is the Utilities office?
The Utilities Department is located at 101 A Bascom Road, Whitehouse, TX 75791. Mailing address is P.O. Box 776, Whitehouse, TX 75791.
What are the office hours?
Utilities hours are Monday through Friday, 8:30 a.m. to 4:30 p.m. The office is closed Saturday and Sunday.
Where do I pay my Whitehouse water bill online?
Use the official City of Whitehouse Utilities page and click the City-linked online payment system. The City says online bill pay requires creating an account.
Can I sign up for e-billing or late/disconnect notices?
Yes. The City says e-billing, e-late notices and late/disconnect notices are available through the online system after creating an account.
When are water bills due?
Bills are due by close of business at 4:30 p.m. on the 10th of the month.
When are meters read and bills mailed?
Water meters are read mid-month, approximately the 15th. Bills are mailed by the last working day of the month.
What is the late fee?
After the due date, the City assesses a late fee of $15 or 10% of billed services, whichever is greater.
When can service be disconnected?
After the due date and late fee, customers have approximately until the 20th of the month to pay before water is disconnected.
What is the $50 service charge?
The City says a $50 service charge will be applied whether or not utility service has been disconnected. It also applies to Walnut Grove Water customers.
Are postmark dates accepted?
No. The City states that postmark dates are not accepted as date of payment.
How do I start water service?
Complete the Utility Account Application and return/set up service through the City route. The welcome packet says new account setup begins with a water service application returned to City Hall.
How do I stop water service?
All disconnect requests must be in writing. Use the Utility Account Disconnect Form and provide forwarding address for final bill/deposit processing.
How does the deposit work when disconnecting?
Of the $200 payment, $50 is non-refundable connection fee and $150 is refundable deposit. The refundable deposit is applied to the final bill, and any amount due back is sent to the forwarding address. Processing may take about 30 days.
Who handles water quality reports?
The Public Works Director provides an annual water quality report on the City’s drinking water. Public Works can be reached at 903-510-7509.
Who owns the water service line?
The City says it owns the portion from the main to the water meter, including the meter. The property owner is responsible from the meter to the point the line enters the home or business, plus interior plumbing.
Is trash included on the water bill?
Yes. The City’s welcome packet says Whitehouse contracts with Republic Services for solid waste services, and the fee is included in the monthly water bill.
When is recycling collected?
Curbside recycling is offered on the first and third Wednesday of every month.
Who do I call for bulk item pickup?
Call Republic Services at 903-586-1449. Schedule no later than 12 p.m. the day before collection day.
Is this the official Whitehouse Utilities website?
No. This is an informational guide. Confirm live balance, fees, forms, deadlines, disconnect status and emergency instructions directly with the City of Whitehouse.
30-Second Whitehouse Utility Checklist
Paying? Use the official City Utilities page → create online account → pay before 4:30 p.m. on the 10th → save confirmation.
Past due? Late fee is $15 or 10%, whichever is greater. Call before the 20th to confirm total due and disconnection risk.
Emergency? Call 903-245-8274 for after-hours water/sewer emergencies.
Moving? Disconnect must be in writing. $150 refundable deposit applies to final bill; processing may take about 30 days.
Trash/recycling? Trash fee is on water bill; recycling is first and third Wednesday; bulk pickup is first and third Thursday by scheduling.
Water quality? Use Public Works, annual water quality report and lead service line inventory for drinking-water and service-line questions.