Henderson Utility Help Desk: Pay, Log In, Call, Move Service or Report Water Trouble
Use this page like a quick utility counter. Pick your task, open the official route, prepare the exact details, and avoid wrong-payment or slow-posting mistakes.
Start Here: Official Henderson Water Utilities Action Board
| Searcher intent | Official action | Prepare before clicking/calling | Do not miss |
|---|---|---|---|
| Pay utility bill | Open eSuite utility payment | Account number, name as shown on bill, phone number used at setup, payment method. | City says online/phone utility payments go directly onto your account when paid online or by phone. |
| View bill online | View utility bill | Customer/account number and password exactly as shown on bill. | This is bill viewing/login, not just a generic city page. |
| Pay by phone | 1-844-272-9468 | Entity Code 100199, payment type, account details. | City payment page lists this toll-free phone payment route. |
| Billing question | 270-831-1200 | Bill, account number, service address, due date, proof of payment. | Ask to speak with an account representative if you need setup/change/read-out help. |
| Water or sewer emergency | 270-826-2824 | Address, nearest cross street, issue type, time started, safety risk. | HWU lists this number as answered 24/7/365 for water/sewer emergencies. |
| Start/stop/change service | Customer Service page | ID, address, move date, account name, deposit questions, forwarding address. | City says only the customer or authorized user may request account changes. |
| Check usage | Check usage / eSuite | Account login details. | Use usage history before calling about a high bill. |
Important: Henderson utility billing covers Henderson Municipal Power & Light, Henderson Water Utilities, and Municipal Gas. Pay attention to whether your issue is billing, meter service, water treatment, sewer, gas, or electric.
Official Contacts, Offices and Local Utility Roles
Customer Service / Billing
Municipal Center
222 First St.
Henderson, KY 42420
Phone: 270-831-1200
Fax: 270-831-1246
Hours: Mon-Fri, 8 AM-5 PM
Mail: P.O. Box 716, Henderson, KY 42419-0716
HWU Administration / Operations
Administration:
111 5th St.
Henderson, KY 42420
System Operations:
1383 Commonwealth Drive
Henderson, KY 42420
Phone: 270-826-2824
Fax: 270-826-9343
Service Context
HWU’s North Water Treatment Facility serves the City of Henderson and portions of Henderson County.
HWU’s South Water Treatment Facility serves the City of Sebree, Beech Grove, and portions of Henderson County.
| Department / place | Address | Phone | Use for |
|---|---|---|---|
| City Customer Service | 222 First St., Henderson, KY 42420 | 270-831-1200 | Billing, setup, changes, deposits, disconnect/reconnect, online payment help. |
| HWU Administration | 111 5th St., Henderson, KY 42420 | 270-826-2824 | HWU administration and operations contact route. |
| System Operations Center | 1383 Commonwealth Drive, Henderson, KY 42420 | 270-826-2824 | Water/sewer operations, emergency routing, Water and Sewer Commission meetings. |
| North Water Treatment Facility | 510 North Water Street, Henderson, KY 42420 | 270-826-2421 | Water treatment, tap-water testing kit request, North service area questions. |
| South Water Treatment Facility | 4159 Quinns Landing Road, Robards, KY 42452 | 270-869-6644 | South plant questions; serves Sebree, Beech Grove, and portions of Henderson County. |
| North Wastewater Treatment Facility | 205 Drury Lane, Henderson, KY 42420 | 270-827-9588 | North wastewater treatment questions. |
| South Wastewater Treatment Facility | 4145 Quinns Landing Road, Robards, KY 42452 | 270-869-6647 | South wastewater treatment questions. |
Bill Pay and Login: Exact Steps That Matter
Choose the correct portal
Pay / account services: use eSuite. Bill viewing: use the Arista bill presentment login. Both require bill-based account details.
Enter details exactly
Use your name as it appears on the bill, your account number, and the phone number listed when the account was set up.
Pick payment method carefully
City guidance says utility payments can be made by e-check, debit, or credit card. Debit/credit payments can only be made in $300 increments; e-check can be used for any amount.
Check posting rule
Payments made after 5 PM CST may not post until the following business day.
Save proof
Keep confirmation number, payment date/time, amount, method, last four digits, and screenshot.
Best route for normal bill
- Use eSuite for utility bill payment.
- Use bill viewing login if you only need to view the statement.
- Use e-check for amounts over $300 if card increments are a problem.
- Pay before 5 PM CST when posting date matters.
Best route near cutoff
- Call 270-831-1200 before paying.
- Ask exact amount needed today.
- Ask whether the payment method protects service.
- Do not rely on mail or slow bank bill-pay near final date.
Payment Options, Fees, Kiosk and Drop-Off
| Payment method | Official detail | Best for | Watch out |
|---|---|---|---|
| eSuite online utility payment | City of Henderson eSuite Utilities | Paying Henderson utility bills online. | Fee applies. Card payments are limited to $300 increments. |
| Bill viewing login | Customer bill login | Viewing utility bill online earlier. | Enter account number exactly as it appears on bill. |
| Phone payment | 1-844-272-9468, Entity Code 100199 | Automated payment by phone. | Confirm payment type and keep confirmation. |
| Municipal Center | 222 First Street, Henderson, KY 42420 | In-person customer service/payment help. | Bring bill, ID, and payment method. |
| Drive-thru / night deposit | City customer service page lists Municipal Center drive-thru, night deposit, and payment options. | Quick local payment. | Save proof; do not assume immediate posting after hours. |
| 24-hour kiosk | Kiosk in the outer drive-through lane accepts cards, checks, and cash bills only. | After-hours payment. | Kiosk does not give change. Fee applies to any payment type except cash. |
| P.O. Box 716, Henderson, KY 42419-0716 | Normal bills with time before due date. | Too slow for cutoff/final notice situations. |
Fee / amount note: The City says eSuite charges a fee. Debit or credit card payments can only be made in $300 increments; e-check can be made for any amount.
Past-Due Bill, Final Notice or Reconnection
Final notice
If payment is not made by the due date, penalty is added and a final notice is mailed with the last day to pay.
Service charge
The City lists a $12.50 service charge per utility if not paid in full before the final date.
Reconnect
Disconnected service must be paid in full, including penalty and service charges. The City lists a $25 disconnect fee and $35 normal-hours reconnection charge.
| Situation | Do this first | Important rule |
|---|---|---|
| Bill not received | Call 270-831-1200 for amount due. | City says not receiving a bill does not remove the need to call for the amount due. |
| Due date on weekend/holiday | Use next working day without penalty. | Due date is normally the same day each month. |
| Final notice received | Call before paying; ask exact amount and deadline. | Ask whether online payment after 5 PM will protect service. |
| Service disconnected | Pay in full, including penalty and service charges. | City says checks are not accepted for reconnect payments. |
| After-hours restore | City guidance says call 9-1-1 for after-hours restore requests between 5 PM and 10 PM, weekends, and holidays. | Additional $50 service charge collected at reconnection; service will not be reconnected after 10 PM. |
| Gas reconnect | Wait for next business day. | Gas reconnects are not eligible for after-hours service. |
Start, Stop, Transfer or Change Utility Service
Start service
- Service address and unit.
- Name exactly as account should appear.
- Phone and mailing address.
- Ask about $10 service charge per utility if buying on contract or renting.
- Ask deposit amount or cosigner option.
Stop / read-out
- Request service discontinued in person when possible.
- Bring ID and account details.
- Provide forwarding address.
- Ask how deposit balance will be handled.
- Ask final bill timing.
Change account
- Only customer or authorized user may request account information/change.
- Mailing address changes must be in person or written and mailed/emailed.
- Bring account number and proof if required.
- Ask whether a new account number is created.
Deposit note: City guidance says deposits made on utility accounts when read-in are applied to accounts when read-out, and any balance is mailed to your forwarding address.
Auto Pay, Paperless Billing and Budget Billing
Auto Pay
Automatic withdrawals occur on your normal due date after authorization.
Online form asks for account number, bill name, phone, email, service address, bank name/address, routing number, account number, account type, and voided check upload.
Paperless Billing
You receive email notification and can view the bill before a paper bill would arrive. Late notices are still mailed traditionally.
Budget Billing
If you have not been late in the last 12 months, the City says you qualify for budget billing and can request a calculated amount.
Official forms and payment links:
2026 Water, Wastewater and Stormwater Rates
Rates depend on whether the account is inside or outside city limits. Use the official 2026 rate table for final billing decisions.
| Rate item | Inside city limits | Outside city limits | Why user cares |
|---|---|---|---|
| Effective date | 01/01/2026 | 01/01/2026 | Use this for 2026 bill estimates. |
| Fixed charge: 1-1/4" and less | Water $20.00 / Wastewater $10.00 / Stormwater $10.00 | Water $17.50 / Wastewater $10.00 | Common small-meter fixed-charge category. |
| Fixed charge: 1-1/2" | Water $40.00 / Wastewater $20.00 | Water $43.75 / Wastewater $25.00 | Larger residential/small commercial users may see this. |
| Fixed charge: 2" | Water $107.50 / Wastewater $50.00 | Water $87.50 / Wastewater $50.00 | Important for commercial or large service accounts. |
| Water volume: first 37,500 gallons | $3.67 per 1,000 gallons | $9.19 per 1,000 gallons | Big inside/outside-city difference. |
| Wastewater volume: first 37,500 gallons | $7.35 per 1,000 gallons | $11.42 per 1,000 gallons | Sewer can be larger than water charge. |
| Water over 37,500 gallons | $2.80 per 1,000 gallons | $2.80 per 1,000 gallons | High-volume tier. |
| Wastewater over 37,500 gallons | $5.34 per 1,000 gallons | $5.34 per 1,000 gallons | High-volume sewer tier. |
| Wastewater-only flat rate | $40.00 monthly | $65.00 monthly | Useful if sewer-only account applies. |
| Fire suppression system | 4" & smaller $50; 6" $75; 8" $100; 10" $150; 12" $200 | Same table listed | Commercial/fire-line billing question. |
Irrigation note: HWU rate table says one-half of the fixed charge for water and wastewater is assessed to irrigation meter services; stormwater fixed charges do not apply to irrigation meters.
Water or Sewer Emergency: What to Say
24/7/365 emergency
Call: 270-826-2824
Use for water or sewer emergency, active leak, main break, no water, sewer backup, or urgent field issue.
System Operations
1383 Commonwealth Drive
Henderson, KY 42420
Hours: 7:30 AM-4 PM Central; after-hours calls answered 24/7.
Billing vs emergency
Billing and customer-service questions go to 270-831-1200. Water/sewer field emergencies go to 270-826-2824.
| Problem | Call script | Have ready |
|---|---|---|
| Main break / street leak | “Water is flowing at [address/cross street]. It started around [time].” | Nearest address, cross street, direction of flow, pavement damage, photos only if safe. |
| No water / low pressure | “My property at [address] has no water/low pressure. Neighbors are/are not affected.” | Address, start time, all taps or one tap, nearby work, cold-weather issue. |
| Sewer backup | “Wastewater is backing up at [fixture/location]. I stopped using water.” | Basement/floor drain/toilet, time started, neighbors affected, photos only if safe. |
| Water quality concern | “Water changed color/odor/taste at [time]. It affects [one tap/all taps/hot/cold].” | Clear-glass photo, tap location, whether neighbors have issue, recent flushing/repair if known. |
Water Quality, PFAS and Galvanized Service Lines
PFAS update
HWU says Henderson drinking water is safe to drink and falls far below current EPA PFAS regulations.
HWU says it tests Ohio River raw water and North Treatment Plant drinking water twice per month for PFAS.
Source water
The North Water Treatment Plant source water is the Ohio River.
HWU says it implemented treatment methods to reduce or eliminate PFAS in drinking water.
Galvanized service lines
HWU says about 2,000 Henderson galvanized steel water service lines need replacement under EPA Lead and Copper Rule Improvements.
| User question | Helpful answer | Official route |
|---|---|---|
| Was Henderson listed in PFAS posts? | HWU addressed social media ads and said drinking water falls far below current EPA regulations. | HWU PFAS Update |
| How often is PFAS tested? | HWU says independent lab testing happens twice per month for raw Ohio River water and finished North plant drinking water. | Use HWU PFAS update and Consumer Confidence Report. |
| Do galvanized lines mean lead? | HWU says galvanized steel lines are not lead, but corroded galvanized pipe can act as a collector for lead released upstream. | Galvanized service line notice |
| Where are many galvanized lines? | HWU news says most were in the East End area bounded by Atkinson to Green streets and Washington Street to Sand Lane, also older homes elsewhere. | Call HWU if you received a letter or have an older home. |
| Can I test tap water? | HWU news says residents can call 270-826-2421 to request a kit. | 270-826-2421 |
Public/private side note: HWU describes the mandated replacement as the public side from water main to water meter/meter box. If an owner wants to replace the private side from meter/meter box to residence plumbing, HWU says the owner should call a plumber.
Need Help Paying the Bill?
| Agency listed by City | Phone | Best use |
|---|---|---|
| Audubon Area / WinterCare | 270-826-6071 | Ask about bill assistance availability. |
| Outreach | 270-826-5592 | Ask about local utility help. |
| St. Vincent DePaul | 270-827-4138 | Ask about emergency assistance. |
| Mary and Martha | 270-826-2096 | Ask about local support. |
| Salvation Army | 270-826-4472 | Ask about utility or crisis assistance. |
| Daniel Pitino Shelter | 270-823-5469 | Ask about housing/crisis support routes. |
Water and Sewer Commission: Rates, Meetings and Oversight
Meeting details
Time: 4:30 PM
When: 3rd Monday of each month
Where: 1383 Commonwealth Drive, Board Room, Henderson, KY 42420
Why it matters
The Commission oversees municipal water works, sewer system, stormwater management, rate and service policies, plan review, construction, maintenance, operation, and system extension.
Before attending: Call 270-826-2421 if you need to confirm meeting details or agenda timing.
Map: Customer Service and HWU Operations
| Map location | Address | Use for |
|---|---|---|
| Municipal Center | 222 First Street, Henderson, KY 42420 | Customer service, billing, utility setup/change, in-person account help. |
| HWU Administration | 111 5th St., Henderson, KY 42420 | HWU administration contact location. |
| System Operations Center | 1383 Commonwealth Drive, Henderson, KY 42420 | Operations, emergency routing, Commission meetings. |
| North Water Treatment Facility | 510 North Water Street, Henderson, KY 42420 | North plant, water treatment questions, testing kit request route. |
| South Water Treatment Facility | 4159 Quinns Landing Road, Robards, KY 42452 | South plant serving Sebree, Beech Grove, and portions of Henderson County. |
| North Wastewater Treatment Facility | 205 Drury Lane, Henderson, KY 42420 | North wastewater facility. |
| South Wastewater Treatment Facility | 4145 Quinns Landing Road, Robards, KY 42452 | South wastewater facility. |
Henderson Water Utilities FAQ
What is the Henderson Water Utilities billing phone number?
Call City of Henderson Customer Service at 270-831-1200 for billing, utility account setup, changes, payment questions, deposits, and reconnect questions.
What is the Henderson Water Utility emergency number?
For water or sewer emergencies, call Henderson Water Utility at 270-826-2824. HWU lists this number as answered 24 hours a day, 7 days a week, 365 days a year.
Where is Henderson utility customer service located?
The Municipal Center is at 222 First Street, Henderson, KY 42420. The mailing address is P.O. Box 716, Henderson, KY 42419-0716.
How do I pay my Henderson utility bill online?
Use the City of Henderson eSuite Utilities portal for utility bill payment. You need your bill-based account information, and a fee applies.
How do I view my Henderson utility bill online?
Use the Arista bill presentment login. It asks for the customer/account number exactly as it appears on your bill and your password.
Can I pay by phone?
Yes. The City lists phone payment at 1-844-272-9468 with Entity Code 100199. Keep your confirmation number.
Do payments after 5 PM post the same day?
The City says payments made after 5 PM CST will not post until the following business day.
Are debit and credit card payments limited?
City customer service guidance says debit or credit card payments can only be made in $300 increments. E-check can be used for any amount.
What happens if my bill is late?
If payment is not made by the due date, penalty is added and a final notice is mailed. If not paid in full before the final date, the City lists a $12.50 service charge per utility.
What are the reconnection charges?
The City lists a $25 disconnect fee and $35 normal-hours reconnect charge. After-hours restore may include an additional $50 charge, and checks are not accepted for reconnect payments.
How do I start or stop Henderson utility service?
Contact City Customer Service at 270-831-1200. Only the customer or authorized user may request changes or account information. Service discontinuation is normally requested in person.
Does Henderson have autopay?
Yes. The City offers Auto Pay Authorization. The form asks for bill account details, service address, bank information, routing number, account number, account type, and a voided check upload.
Does Henderson have budget billing?
City guidance says customers who have not been late in the last 12 months qualify for budget billing and can ask for a calculated amount.
What are 2026 Henderson water rates?
For inside city limits, the 2026 water volume charge is $3.67 per 1,000 gallons for the first 37,500 gallons and $2.80 over 37,500 gallons. Outside city limits, the first 37,500 gallons are $9.19 per 1,000 gallons and $2.80 after that.
Is Henderson water safe regarding PFAS?
HWU says Henderson drinking water is safe to drink and falls far below current EPA PFAS regulations. HWU says it tests raw Ohio River water and finished North plant drinking water twice per month for PFAS.
Who should I call for a tap water test kit?
HWU news says Henderson residents who want to test tap water can call 270-826-2421 to request a kit.
Is this the official Henderson Water Utility website?
No. This is an independent guide. Confirm live account balance, disconnect status, payment posting, fees, forms, and emergency instructions with official City of Henderson or Henderson Water Utility sources.
30-Second Henderson Utility Checklist
Pay: eSuite → account/name/phone from bill → fee/limit → confirmation number.
View bill: Arista bill login → account number exactly as on bill → password.
Billing help: 270-831-1200, Municipal Center, 222 First Street, Mon-Fri 8 AM-5 PM.
Emergency: water/sewer trouble → 270-826-2824, answered 24/7/365.
Past due: call first, ask exact amount, deadline, posting rule, reconnect fees, and accepted payment type.