Southlake Utility Bill Help: Pay, Log In, Call or Report Water Trouble
Use this page when you need the official payment portal, account login, customer service phone, Town Hall payment address, start/stop service, new portal instructions, leak adjustment, Eye on Water, after-hours emergency number or watering rules.
Official Action Board
| Need | Official route | Prepare first | Important 2026 detail |
|---|---|---|---|
| Pay or view water bill | Citizen Self Service Portal | Water account number and Customer ID number from your bill. | Online payments entered before noon process next business day; after noon process within two business days. |
| New portal after July 21, 2026 | Southlake Utility Access Portal | Email, account details, payment method, current autopay info. | All online users must create a new account and re-enter credit card/bank information. |
| Pay in person | Southlake Water Utilities 1400 Main Street, Suite 200 Southlake, TX 76092 |
Bill, account number, payment method, ID if account change is needed. | Customer service window closes daily from 1 p.m. to 2 p.m. |
| Pay by mail | Southlake Water Utilities – Customer Service 1400 Main Street, Suite 200 Southlake, TX 76092 |
Check or money order payable to Southlake Water Utilities. | Do not mail if you are near a due date, late fee or service interruption. |
| Walk-up drop box | North side breezeway at Town Hall. | Check or money order with account number. | Use for after-hours payment; avoid cash unless City specifically confirms. |
| Water leak, sewer issue, service outage, meter repair | 817-748-8082 Public Works Operations | Address, cross street, issue type, when it started, photos only if safe. | Public Works handles water leaks, sewer issues, service outages and meter operations. |
Portal transition warning: the City says service will not be interrupted and late fees will not be assessed during the portal transition. Still, users should save proof of payment and create the new portal account after launch.
Official Phone, Address, Hours and Local Service Facts
Customer Service
Address:
1400 Main Street, Suite 200
Southlake, TX 76092
Phone: 817-748-8051
Fax: 817-748-8266
Hours: Monday-Friday, 8 a.m.-1 p.m. and 2 p.m.-5 p.m.
Public Works Operations
Address:
1950 E. Continental Boulevard
Southlake, TX 76092
Phone: 817-748-8082
Hours: Monday-Friday, 7 a.m.-4 p.m.
Use for drainage, environmental concerns, sewer issues, street issues, water leaks and meter operations.
Public Works Admin / Engineering
Address:
1400 Main Street, Suite 320
Southlake, TX 76092
Phone: 817-748-8098
Hours: Monday-Friday, 8 a.m.-5 p.m.
Use for capital projects, development, floodplain, roads and water/wastewater impact fee questions.
What the bill covers: Southlake Water Utilities processes monthly bills for water service, sewer service, garbage/recycling and storm water service. Trash and recycling collection is provided by Community Waste Disposal, not directly by the Water Utilities billing team.
2026 Portal Change: What Southlake Customers Must Do
Launch date
The new Southlake Utility Access Portal is scheduled to begin Tuesday, July 21, 2026.
Create new login
All online users need to create a new account after the new system launches.
Re-enter payment info
Credit card and bank information must be entered again, including autopay details.
One-time pay
One-time payments can still be made without creating a new online account.
| Portal feature / change | What it means | User action |
|---|---|---|
| New account required | Old online login does not automatically carry over. | Create a new portal login after July 21, 2026. |
| Autopay users | Payment method must be re-entered. | Do not assume old credit card/EFT info continues. |
| American Express | New system says customers will once again be able to use American Express. | Before launch, the current page warns AmEx is temporarily unavailable through the existing processor. |
| Bank online bill pay | City says no changes are required for bank bill pay users. | Account number and payment mailing address remain the same. |
| Multiple accounts | New portal lets users review multiple accounts with one login. | Useful for landlords, property managers and businesses. |
| Portal help | Phone 817-748-8051, email Water Utilities, or visit Town Hall Suite 200. | Laptops are expected in the lobby starting July 21 for portal help. |
Pay, Login, One-Time Payment or AutoPay
View bill
Use the online portal to view your water bill 24/7.
One-time pay
Use account number and Customer ID from the water bill.
EFT / AutoPay
Current portal allows EFT from checking/savings or recurring credit card.
Processing time
Before noon: next business day. After noon: within two business days.
| Payment method | Official detail | Best for | Do not miss |
|---|---|---|---|
| Online Citizen Self Service | Make a one-time payment, sign up for EFT, or enroll in recurring credit card. | Fast routine payment and account access. | Need account number and Customer ID from water bill. |
| New Utility Access Portal | Launches July 21, 2026 and replaces the current payment website. | Post-launch account management, payments, billing history and preferences. | Create new login and re-enter payment details. |
| In person | Cash, money order, checks and credit card accepted at 1400 Main Street, Suite 200. | Users who need staff help, receipts, new service, account update or payment issue resolution. | Window closed 1 p.m.-2 p.m. daily. |
| Checks or money orders payable to Southlake Water Utilities. | Normal bills with enough mailing time. | Mail is risky close to due date because processing time matters. | |
| Walk-up drop box | North side breezeway at Town Hall. | After-hours check/money order drop-off. | Write account number clearly; save your own proof. |
| Credit card issue | Current page says AmEx is temporarily unavailable through the old third-party processor. | Use Mastercard, Visa, Discover or EFT before new portal launch. | After July 21, new portal announcement says American Express returns. |
Start, Stop, Transfer or Disconnect Service
Residential new service
- Submit through Citizen Self Service Service Request.
- Upload proof of financial responsibility for the property.
- In person: bring driver’s license, state ID or passport.
- First bill includes $75 deposit and $15 service fee.
- Residential request includes water, sewer and trash services.
Commercial new service
- Provide legal business documents.
- Commercial request includes water and sewer only.
- Trash/recycling must be established with CWD.
- Deposit varies from $250-$500 based on meter size.
- Call Customer Service if account type is unclear.
Fire hydrant meter
- Apply through Citizen Self Service.
- Construction fire hydrant meter deposit is $3,800.
- Deposit must be collected before meter release.
- Payment can be made in person or online by credit card.
| Account change | Use this route | What to prepare |
|---|---|---|
| Transfer service within Southlake | Manage My Account | Current account number, old address, new address, move date, contact info. |
| Disconnect service | Citizen Self Service Service Request | Account number, stop date, forwarding address, final bill question. |
| Paperless billing | Customer Update Request / Manage My Account. | Account number, email address and billing preference. |
| Name/contact update | Customer Update Request form. | Account number, corrected contact details, supporting documents if requested. |
| Elderly hardship discount | Manage My Account form. | Account number and eligibility information requested by City. |
Rates, Sample Bill, Trash and Stormwater
Effective date
Water, sewer, storm and refuse rates shown on the City page are effective October 1, 2025.
Sewer average
Residential sewer rate is averaged using November, December and January water consumption.
Stormwater
Stormwater rate supports drainage system maintenance and improvements.
Trash billing
Southlake bills trash/recycling, but collection is handled by CWD.
| Rate / bill item | Official detail shown | What users should know |
|---|---|---|
| Sample residential water | $177.97 | Shown for a sample residential account with a 1-inch meter averaging 26,640 gallons per month. |
| Sample residential sewer | $97.78 | Same sample bill; sewer calculated by rate schedule. |
| Garbage + tax | $20.88 + $1.72 = $22.60/month | Billing appears on Southlake utility bill; CWD handles collection service issues. |
| Storm Water | $8.00/month | Funds storm drains, pipes and detention basins to reduce flooding and protect water quality. |
| Sample total | $306.35 | Sample bill total for the listed account assumptions, not every household. |
| Pool filling | Classified as standard residential usage. | City says no bill adjustment or credit is provided for pool filling. |
| Sewer average warning | Pool filling or draining during November, December or January can affect sewer average calculation. | Avoid unusual water use during sewer averaging months when possible. |
Why rates feel high: Southlake explains that rates reflect infrastructure maintenance/operations and the cost of purchasing water. Tiered water rates are intended to encourage efficient use and discourage nonessential use.
Water Leak, Sewer Issue, Outage or Meter Problem
Public Works / emergency
Call: 817-748-8082
Use for water leaks, sewer issues, service outages, meter operations, meter repairs or replacements.
After-hours dispatch
Southlake’s contact page says after-hours emergency water breaks or wastewater backup calls go to Police Dispatch at 817-743-4524.
The Water Utilities page also points after-hours water/sewer emergencies to Public Works at 817-748-8082.
Non-emergency taste/odor
Use Southlake Serves for non-emergency water taste, odor or operations questions.
Call Customer Service if you are unsure which route fits.
| Problem | What to say | Have ready |
|---|---|---|
| Street leak / main break | “Water is flowing or bubbling at [address/cross street].” | Exact location, lane/sidewalk impact, nearby hydrant, when it started, photos only if safe. |
| No water / service outage | “All taps / some taps at [service address] have no water.” | Account status, neighbor impact, recent construction, street work or freeze conditions. |
| Sewer backup | “Wastewater is backing up at [toilet/floor drain/bath/shower].” | Stop using water, keep children/pets away, note whether multiple fixtures are affected. |
| Meter issue | “I need help with meter accuracy, repair or replacement at [address].” | Account number, bill, usage concern, Eye on Water readings if available. |
High Bill, Leak Adjustment and Eye on Water
Eye on Water
Southlake offers a free tool to view water usage 24/7, monitor hourly usage, set leak alerts and check irrigation or pool equipment.
Leak adjustment rule
Residential leak adjustments are available once per year with a maximum consideration of two bills adjusted.
Eligibility condition
To be eligible for leak adjustment, you must be signed up for Eye on Water to monitor usage.
| High-bill step | Why it matters | Action |
|---|---|---|
| Compare bill to Eye on Water | Hourly data can show continuous overnight usage from a leak. | Sign up using entire SWU account number, dash and Customer ID. |
| Check irrigation and pool equipment | Southlake’s Eye on Water page specifically mentions verifying irrigation and pool equipment. | Look for constant flow, stuck valves, bad pool fill valves or controller errors. |
| Ask for meter assessment | City says if needed, a Southlake Water Utilities team can assess the meter and make sure it is running accurately. | Call 817-748-8051 with account number and usage concern. |
| Repair leak | Adjustment requires account form and usage proof. | Keep plumber receipt, photo, repair date and Eye on Water data. |
| Submit request | Manage My Account form allows bill adjustment due to leak. | Use Customer Update Request and include SWU account number. |
| Pool fill | City says pool water is standard residential usage. | Do not expect bill credit or adjustment for filling a pool. |
Helpful official routes:
Watering Schedule, Water Waste and Enforcement
Even addresses
Automatic irrigation allowed Wednesdays and Saturdays only.
Hours: 6 p.m. to 10 a.m. on designated days.
Odd addresses
Automatic irrigation allowed Thursdays and Sundays only.
Hours: 6 p.m. to 10 a.m. on designated days.
Hand watering
Watering by hand-held hose is permitted outside automatic irrigation hours.
Well-water properties are exempt, but the City asks owners to post a visible well-water sign.
| Water waste example | Why it can be a violation | Fix |
|---|---|---|
| Sprinklers running more than twice per week | Violates prescribed schedule. | Set controller to correct address days. |
| Automatic irrigation after 10 a.m. or before 6 p.m. | City says more than 50% may evaporate during warmer hours. | Set watering window between 6 p.m. and 10 a.m. |
| Runoff into street or parking lot | Water is no longer being used efficiently for landscape survival. | Use shorter cycle-and-soak runtimes. |
| Watering during rain or freeze | City lists precipitation/freeze watering as water waste. | Install or check rain/freeze sensor. |
| Broken or misaligned sprinkler head | Violation if water accumulates more than 1/4 inch on paved surfaces or runs off more than 50 feet. | Repair heads, adjust spray pattern, request W.I.S.E. Guys help. |
Enforcement path: first offense gets a sign and follow-up letter; second offense gets a sign with no follow-up letter; third offense results in a citation handled through Municipal Court.
Official watering resources:
Water Quality, PFAS, Lead/Copper and Drinking Water Report
Superior water rating
The City describes Southlake as a Superior Rated Water System and points users to the latest Water Quality Report.
Lead and copper
Southlake says it has complied with the EPA Lead and Copper Rule each year and tests 30 TCEQ-approved homes yearly through a state-certified laboratory.
PFAS update
Southlake says it is preparing for federal PFAS monitoring, communication and treatment requirements scheduled for 2027.
| Water-quality concern | Official answer route | What to do |
|---|---|---|
| Annual report | Water Quality page | Open the current Water Quality Report and check latest results. |
| Taste, odor or appearance | Use Southlake Serves for non-emergency water taste, odor or operations questions. | Note address, fixture, cold/hot water, time started and whether neighbors are affected. |
| Lead/copper questions | Use Water Quality page and Customer Service routing. | Ask how recent testing applies to your property and plumbing. |
| PFAS results | Water Quality page points users to recent PFAS sampling results in the report. | Review the latest report rather than old screenshots or third-party summaries. |
Safety note: if water has sudden color/odor/taste change across multiple taps or after nearby work, report through Southlake Serves or call Public Works Operations if it appears urgent.
Trash, Recycling, Storm Water and Who Handles What
Trash/recycling billing
Southlake Water Utilities bills trash and recycling service on the utility bill.
Collection provider
Community Waste Disposal handles collection service, missed pickup, schedules, carts and collection issues.
CWD: 972-392-9300, option 2.
Storm water rate
The storm water rate funds drainage system maintenance and improvements, including storm drains, pipes and detention basins.
| Problem | Call / route | Why |
|---|---|---|
| Trash missed pickup | CWD at 972-392-9300 option 2. | Collection is not handled by Water Utilities customer service. |
| Trash billing question | Southlake Water Utilities at 817-748-8051. | Trash/recycling charge appears on the utility bill. |
| Drainage issue | Public Works Operations at 817-748-8082. | Public Works Operations handles drainage issues. |
| Stormwater rate question | Customer Service / Public Works as appropriate. | Stormwater rate supports drainage infrastructure and water quality protection. |
Google Map, Office, Drop Box and Public Works Locations
| Location | Address | Use for |
|---|---|---|
| Southlake Water Utilities Customer Service | 1400 Main Street, Suite 200, Southlake, TX 76092 | Bill pay, account help, start/stop service, drop box, portal support, payment questions. |
| Town Hall drop box | North side breezeway at Town Hall, 1400 Main Street | Walk-up after-hours check/money-order payment drop. |
| Public Works Operations | 1950 E. Continental Boulevard, Southlake, TX 76092 | Water leaks, sewer issues, service outages, drainage, meter operations. |
| Public Works Administration & Engineering | 1400 Main Street, Suite 320, Southlake, TX 76092 | Capital construction, development, floodplain, road projects, impact fee questions. |
| General City Hall contact | 1400 Main Street, Suite 460, Southlake, TX 76092 | General City contact and non-utility city routing. |
Southlake Water Utilities FAQ
What is the Southlake Water Utilities phone number?
For billing, account information and general utility service questions, call Southlake Water Utilities Customer Service at 817-748-8051.
Where is the Southlake Water Utilities office?
The Customer Service office is at 1400 Main Street, Suite 200, Southlake, TX 76092.
What are Southlake Water Utilities office hours?
The customer service window is open Monday-Friday, 8 a.m.-1 p.m. and 2 p.m.-5 p.m. The window is closed daily from 1 p.m. to 2 p.m.
How do I pay my Southlake water bill online?
Use the Citizen Self Service portal. You need the account number and Customer ID number shown on your water bill.
What changes with the new Southlake Utility Access Portal?
Beginning July 21, 2026, Southlake is scheduled to launch a new Utility Access Portal. Online users need to create a new account and re-enter credit card or bank information. One-time payments can still be made without creating an account.
Will service be interrupted during the portal transition?
The City says service will not be interrupted and late fees will not be assessed during the transition period.
Can I still use bank bill pay?
Yes. The City says bank online bill pay users do not need to make changes because the account number and payment mailing address remain the same.
What number do I call for water leaks or sewer issues?
Call Public Works Operations at 817-748-8082 for water leaks, sewer issues, service outages and meter operations. For after-hours emergency water breaks or wastewater backup, the City contact page also lists Police Dispatch at 817-743-4524.
How do I start new residential water service?
Submit a service request through Citizen Self Service. Residential applications require proof of financial responsibility, and in-person submissions require valid ID. The first bill includes a $75 deposit and $15 service fee.
How much is a commercial water deposit?
The City page says commercial deposits vary from $250 to $500 based on meter size.
How much is a construction fire hydrant meter deposit?
The City lists a $3,800 deposit before release of a construction fire hydrant meter.
Does Southlake adjust bills for pool filling?
No. The City says water used to fill swimming pools is standard residential usage and bill adjustments or credits are not provided for pool filling.
How do I request a leak adjustment?
Use the Manage My Account / Customer Update Request form. Leak adjustments are for residential customers only, once per year, with a maximum of two bills considered. Eye on Water enrollment is required for eligibility.
What is Eye on Water?
Eye on Water is a free tool that lets Southlake customers monitor water usage 24/7, view hourly usage and set leak detection notifications.
What are Southlake watering days?
Even-numbered addresses may water Wednesdays and Saturdays. Odd-numbered addresses may water Thursdays and Sundays. Automatic irrigation is allowed only between 6 p.m. and 10 a.m. on designated days.
Who handles trash pickup problems?
Southlake Water Utilities bills trash/recycling, but Community Waste Disposal handles collection. Call CWD at 972-392-9300, option 2, for missed pickups, schedules, carts or collection issues.
Is this the official City of Southlake website?
No. This is an informational guide. Confirm live balances, deadlines, portal changes, payment posting, rates, emergency routing and forms with official City of Southlake / Southlake Water Utilities sources.
30-Second Southlake Utility Checklist
Pay/login: use Citizen Self Service now; create a new Utility Access Portal account after July 21, 2026.
Call billing: 817-748-8051; office is 1400 Main Street, Suite 200.
Report water/sewer trouble: Public Works Operations 817-748-8082; after-hours emergency dispatch also listed at 817-743-4524.
Start service: submit Citizen Self Service request; residential first bill includes $75 deposit and $15 service fee.
High bill: use Eye on Water, check irrigation/pool equipment, ask for meter assessment, then request leak adjustment if eligible.