Hot Springs Water Utilities Help Desk: Pay, Log In, Call or Fix a Bill
Use this guide like a local utility counter: pay safely, check the July 2026 payment-system transition, call the right number, open or stop service, review meter usage, handle leaks, and find the official office map.
Start Here: What Do You Need?
Fast answers first. Use the table before scrolling if you are trying to pay, log in, report a leak, move service, or avoid a payment delay.
July 2026 payment transition: the City says online and pay-by-phone payments are temporarily unavailable from noon July 17 through July 29 while Hot Springs transitions to BS&A Services. During this period, pay by cash/check at Utility Billing or use the listed drop boxes. Bank-draft customers are not affected.
| Need | Official route | Prepare first | Do not miss |
|---|---|---|---|
| Pay or log in online | Account Payment Options | Account number, service address, card/check details. | During July 17-29, 2026, online/pay-by-phone is suspended during BS&A migration. |
| Call billing/customer service | 501-321-6880 | Account number, service address, last payment, current balance question. | Use for bill amount, last payment date, due date, balance, login, start/transfer service, meter issues. |
| Report leak or sewer problem | 501-321-6200 | Exact address, cross street, issue type, when it started. | City lists this as the 24/7 Utilities Hotline and after-hours emergency contact. |
| Visit the office | Utility Billing Services, 324 Malvern Avenue, Hot Springs, AR 71901 | Bill, ID, account number, payment method, notice if any. | Office hours: Monday-Friday, 8 AM-4:30 PM. |
| Start service | Establish Service instructions | Application, security deposit, daytime phone, service address. | If you will not be home for turn-on, complete the water turn-on waiver. |
| Stop service | Call 501-321-6880 | Stop date, forwarding address, final bill/deposit question. | The City needs your forwarding address so unused deposit money can be sent after final bill. |
| Transfer service | Call 501-321-6880 before moving | Old address, new address, move date, contact details. | The City says it can transfer your account within the service area without interrupting service. |
| Check high usage | Water Meter Customer Portal | Portal account, service address, unusual usage dates. | Portal shows current/historical usage in gallons and can send threshold alerts. |
Official Hot Springs Utility Info Box
Utility Billing Services
Address:
324 Malvern Avenue
Hot Springs, AR 71901
Phone: 501-321-6880
Fax: 501-321-6881
Email: custserv@hotspringsar.gov
Utilities Department
Administration:
780 Adams Street
Hot Springs, AR 71901
24/7 Utilities Hotline:
501-321-6200
Locality
City: Hot Springs
County: Garland County
State: Arkansas
Official city mailing style: Hot Springs National Park, AR 71901
Billing office contacts
Director: Mara Harper
mharper@hotspringsar.gov
501-321-6909
Customer service manager
Andrea Jackson
ajackson@hotspringsar.gov
501-321-6824
Automated meter manager
Luke Lingo
llingo@hotspringsar.gov
501-651-7703
Bill Pay and Login: Use the Right Route in 2026
Transition window
July 17-29, 2026: online and pay-by-phone are temporarily unavailable during BS&A migration.
In-person
324 Malvern Avenue, Monday-Friday, 8 AM-4:30 PM. Bring the bill to ensure proper credit.
Drop boxes
Check only. Cash is not encouraged and payment posts next business day.
Bank draft
Bank-draft customers are not affected by the July 2026 payment-system transition.
| Payment method | Official detail | Best for | User warning |
|---|---|---|---|
| Online payment / login | Use the City’s Account Payment Options page for the current portal link. | Normal online payment after the BS&A system is live. | The old Municipal Online Payments portal is being retired; verify the active portal before paying. |
| Pay by phone | The City previously listed 1-833-728-3801, but says the number will no longer be accessible as of July 17, 2026. | Use only after the City publishes the updated BS&A phone route. | During July 17-29, pay-by-phone is temporarily unavailable. |
| In person | Utility Billing Services, 324 Malvern Avenue, open 8 AM-4:30 PM, Monday-Friday. | Cash/check/card questions, payment posting, start service, account help. | Bring your bill with payment so the account is credited correctly. |
| Utility Billing Services, P.O. Box 3830, Hot Springs, AR 71914-3830. | Normal bills with enough mailing time. | Send check or money order with the bottom bill stub; do not mail cash. | |
| Drop box | 111 Opera Street near City Hall; in front of airport terminal; lower parking lot entrance at 324 Malvern Avenue. | After-hours check/money-order payment. | Payments are credited next business day; cash is not encouraged. |
| Bank draft | Complete Bank Draft Authorization Form and mail with a voided check to Utility Billing Services, P.O. Box 3830, Hot Springs, AR 71914. | Automatic monthly payments. | Confirm enrollment before assuming future bills are automatic. |
| Credit card autopay | Official steps: login, create profile, type account number exactly as shown, type name as on bill, go to Payments, then Credit Card Enrollment. | Recurring card payment after the active portal is available. | Do not set up on the old portal during the BS&A migration window. |
Official payment links:
Emergency, Leaks, Sewer Problems and Meter Issues
24/7 Utilities Hotline
Leaks & sewer problems:
501-321-6200
Use for urgent water or sewer problems, especially after hours.
Billing / meter issues
Utility Billing Services:
501-321-6880
Use for pay bill, start/transfer service, meter reading questions, low pressure investigations, and meter testing.
Wastewater permits
Utility Coordination Clerk:
501-321-6654
Use for sewer replacement, inspections, and new connections.
Water permits / plumbing inspections
Permits & Inspection Division:
501-321-6846 or 501-321-6851
Use for plumbing services, inspections, and lawn sprinklers.
Life safety
Call 911 first for immediate danger, injury, fire, gas smell, electrical hazard, or unsafe flooding.
| Problem | Best number | What to say | While waiting |
|---|---|---|---|
| Water leak / main break | 501-321-6200 | “Water is leaking at [address/cross street]. It started around [time].” | Stay away from washed-out pavement or traffic hazards. |
| Sewer backup | 501-321-6200 | “Wastewater is backing up at [fixture/location].” | Avoid contact; stop using water if backup worsens. |
| Low pressure | 501-321-6880 | “Pressure dropped at [address]. It affects [whole house/one fixture].” | Check more than one faucet; ask if area work is active. |
| Meter issue or abnormal usage | 501-321-6880 | “Can you review meter history for [date range]?” | Open Water Meter Portal and note usage spikes. |
| Water connection or sewer inspection | 501-321-6654 | “I need information about [new connection/replacement/inspection].” | Prepare property address and permit/project details. |
Start, Stop or Transfer Hot Springs Utility Service
Start service
- Fill out the application for service.
- Pay the required security deposit.
- Provide daytime phone number.
- Mail or visit Utility Billing Services at 324 Malvern Avenue.
- Complete water turn-on waiver if you will not be home when water is turned on.
Stop service
- Call 501-321-6880.
- Give service address and disconnect date.
- Provide forwarding address.
- Ask when final bill will be issued.
- Ask how any unused deposit money will be returned.
Transfer service
- Call before your move date.
- Give old address and new address.
- Ask if your move is inside the service area.
- Confirm there will be no service interruption.
- Update phone, email, and mailing address.
Mailing start-service documents: the City says applications and deposit payments can be mailed to Utility Billing Services, 324 Malvern Avenue, Hot Springs, AR 71901. Do not send cash.
How the Hot Springs Utility Bill Works
36,000 statements
The billing division produces about 36,000 monthly statements for city utility accounts.
Account classes
Residential, commercial, wholesale, irrigation, new construction, and industrial.
Meter reads
Meters are read monthly to determine water consumption.
Sanitation
Solid waste/sanitation charge also appears on each bill.
| Bill item | What it means | User action |
|---|---|---|
| Water usage | Based on monthly meter read and volume used. | Compare with Water Meter Portal daily/monthly gallons. |
| Fixed monthly service charge | Based on meter size. | Useful if you think the meter size or customer class is wrong. |
| Wastewater | Wastewater portion is billed with water service. | Review rates and call if usage/billing basis looks unusual. |
| Sanitation | Solid waste charge appears on the utility bill. | For solid waste questions, call 501-321-6911. |
| Balance / last payment / due date | Customer service can check account details. | Call 501-321-6880 with account number. |
Water Meter Customer Portal: Catch High Usage Early
Current usage
After creating an account, the portal lets you review current water usage.
Historical usage
Use past usage to compare normal months with a high bill month.
Alerts
Set text and email alerts when usage reaches a threshold you choose.
| Use case | How portal helps | What to do next |
|---|---|---|
| Possible leak | Look for continuous overnight usage or sudden spikes. | Check toilets, irrigation, outdoor spigots, water heater, and crawlspace/basement. |
| High bill dispute | Download or screenshot usage by date. | Call 501-321-6880 and ask for meter review or account explanation. |
| Vacation usage | See whether gallons increased while nobody was home. | Investigate leaks or unauthorized use. |
| Family budgeting | Portal displays gallons to monitor daily/monthly consumption. | Set alert threshold lower than your normal bill problem point. |
Rates, Charges and Procedures
Who sets rates?
Monthly rates and charges are established by ordinance of the Hot Springs Board of Directors.
What affects rates?
Rate schedules may depend on meter size, customer classification, and special services.
What utilities?
Municipal utility billing procedures apply to water, wastewater, and solid waste services.
| Official rate/policy item | What it helps answer | Use it when |
|---|---|---|
| Utility Billing Procedures | Billing cycles, delinquency, collection, customer rules. | You need to understand a late bill, cutoff, payment timing, or account procedure. |
| Water Rates | Water service charges and usage rates. | You are estimating a bill or comparing usage and meter size. |
| March 2025-January 2028 Wastewater Rates | Current wastewater rate schedule. | You need to understand sewer/wastewater charges after March 2025. |
| Customer classification | Residential, commercial, wholesale, irrigation, new construction, industrial. | Your bill does not match the property use. |
| Special services | Nonstandard services or service requests may have separate treatment. | Construction, irrigation, commercial, multi-family, or unusual property use. |
Need Help Paying? H2O Hot Springs
Program purpose
H2O Hot Springs means Help To Others Hot Springs. It helps local residential utility customers with water bills during hardship.
Who decides?
Cooperative Christian Ministries and Clinic interviews applicants and provides assessment forms for residents seeking assistance.
Frequency
City FAQ says one assistance payment may be made per household per calendar year, if the applicant qualifies and funds are available.
| User situation | Action | Prepare |
|---|---|---|
| Water disconnected or soon to be disconnected | Ask Utility Billing about H2O Hot Springs and CCMC assessment route. | Bill, notice, ID, household info, hardship explanation. |
| Want to donate | Use H2O Hot Springs donation option. | One-time or monthly amount. |
| Need to change donation | Call 501-321-6880. | Account details and donation change/delete request. |
Water Quality Reports and Drinking Water Questions
Annual reports
The City posts Annual Drinking Water Quality Reports from Utility Billing and Utilities pages.
Most recent report
Use the City’s “Most Recent Report” link for the latest posted drinking water quality report.
Water concern
For odor, color, pressure, or water service issues, start with Utility Billing or the 24/7 Utilities Hotline depending on urgency.
| Concern | Best route | Useful details to give |
|---|---|---|
| Official water quality report | Use Most Recent Report / View All Drinking Water Quality Reports on the City site. | Report year, service address, specific contaminant question if any. |
| Discolored water | Call customer service or hotline if urgent. | Cold/hot tap, one fixture/all fixtures, time started, nearby work. |
| Pressure issue | Call 501-321-6880 for meter/low-pressure investigation or 501-321-6200 if urgent. | Whole home or one fixture, neighbors affected, exact time started. |
| Possible leak | Use Water Meter Portal and call Utility Billing. | Usage spike dates, photos, plumber repair invoice if available. |
Before Digging: Arkansas 811 and Utility Flag Colors
Start ticket
Contact Arkansas 811 before mailbox, fence, tree, pool, driveway, trenching, or demolition work.
Wait
Utilities are notified to locate lines within two full working days.
Track
Use Track Ticket and verify readiness before digging.
Damage
If damage occurs, stop work and contact the utility and 811. If gas escapes, call 911.
| Flag color | Meaning | Hot Springs utility note |
|---|---|---|
| Blue | Potable water | Watch near water service and meter work. |
| Green | Sewers and drain lines | Important for sewer laterals and drain work. |
| Orange | Communications, alarm, cable TV, signal lines | Common near streets and yards. |
| Red | Electric power lines, cables, conduit, lighting cables | Do not assume a small project is safe. |
| Yellow | Gas, oil, steam, petroleum, gaseous materials | If gas is escaping, call 911. |
| Purple | Reclaimed water, irrigation, slurry | Relevant for irrigation and landscaping projects. |
| Pink | Temporary survey markers | Do not remove if work is active. |
| White | Proposed excavation | Use to mark where you plan to dig. |
Private-line warning: Arkansas 811 says utility companies only locate their own lines. A good rule is that anything behind the meter belongs to the property owner and may be private.
Map: Hot Springs Utility Billing Office
Use the map for bill payment, start/stop service, deposit/payment questions, account help, and in-person customer service.
| Location | Address | Use for |
|---|---|---|
| Utility Billing Services | 324 Malvern Avenue, Hot Springs, AR 71901 | Bill pay, login help, start/stop/transfer service, billing questions, drop box. |
| Utilities Administration | 780 Adams Street, Hot Springs, AR 71901 | Utilities Department administration and utility operations context. |
| City Hall | 133 Convention Boulevard, Hot Springs National Park, AR 71901 | City government, Board of Directors, general city contact. |
| 111 Opera Street drop box | Parking lot at 111 Opera Street near City Hall | Check drop box payment during transition or after hours. |
| Airport terminal drop box | In front of the airport terminal building | Check drop box payment. |
| 324 Malvern lower parking lot drop box | Lower parking lot entrance of 324 Malvern Avenue | Check drop box payment near Utility Billing office. |
Hot Springs Water Utilities FAQ
What is the Hot Springs Utility Billing phone number?
Call Utility Billing Services at 501-321-6880 for bill payment, account balance, due date, login help, start/transfer service, meter issues, and billing questions.
What is the Hot Springs Water Utilities emergency number?
The City lists 501-321-6200 as the 24/7 Utilities Hotline for leaks and sewer problems and as the after-hours emergency contact.
What is the Utility Billing office address?
Utility Billing Services is located at 324 Malvern Avenue, Hot Springs, AR 71901.
What are the Utility Billing office hours?
The Utility Billing office is open Monday through Friday, 8:00 AM to 4:30 PM.
Can I pay my Hot Springs utility bill online in July 2026?
The City says online and pay-by-phone payments are temporarily unavailable from noon July 17 through July 29, 2026 during the BS&A Services transition. Use cash/check at the office or drop boxes during that period.
Where are the Hot Springs utility drop boxes?
The City lists drop boxes at the parking lot at 111 Opera Street near City Hall, in front of the airport terminal building, and the lower parking lot entrance of 324 Malvern Avenue.
Can I put cash in a Hot Springs utility drop box?
The City says drop box payments are by check and that cash is not encouraged in drop boxes.
Where do I mail my utility payment?
Mail the bottom part of your bill with check or money order to Utility Billing Services, P.O. Box 3830, Hot Springs, AR 71914-3830. Do not send cash.
How do I start utility service in Hot Springs?
Fill out an application for service, pay the required security deposit, and mail or bring the application to Utility Billing Services at 324 Malvern Avenue. Complete the water turn-on waiver if you will not be home when water is turned on.
How do I stop utility service?
Call 501-321-6880 and provide the disconnect date and forwarding address so any deposit money not used for the final bill can be sent to you.
How do I transfer service inside the Hot Springs service area?
Call 501-321-6880 before moving. The City says it can transfer your account without interrupting service if you move within the service area.
How are Hot Springs utility bills calculated?
Meters are read monthly to determine water consumption. The water and wastewater portions are based on volume used plus a fixed monthly service charge based on meter size. A sanitation charge also appears on the bill.
Who do I call about solid waste charges?
For solid waste collection questions, the City says to contact Solid Waste at 501-321-6911.
How can I monitor high water use?
Create an account in the Water Meter Customer Portal to review current and historical usage in gallons and set text/email alerts when usage reaches your chosen threshold.
Where can I check utility rates?
Use the City’s Utility Rates, Charges & Procedures page. It links Utility Billing Procedures, Water Rates, and Wastewater Rates schedules.
Is there water bill assistance in Hot Springs?
H2O Hot Springs helps local residential utility customers facing hardship, if they qualify and funds are available. City FAQ says one assistance payment may be made per household per calendar year.
Where can I find water quality reports?
Use the City’s Annual Drinking Water Quality Reports links on the Utility Billing Services or Utilities Department pages.
Who do I call before digging?
Contact Arkansas 811 before digging. Dial 811 or call 1-800-482-8998, or start a ticket online.
Is this the official City of Hot Springs utility website?
No. This is an informational guide. Confirm live balance, payment portal status, fees, rates, emergency notices, and account-specific instructions with official City of Hot Springs sources.
30-Second Hot Springs Utility Checklist
Pay/log in: check the official Account Payment Options page first, especially during the July 17-29, 2026 BS&A transition.
Call billing: 501-321-6880 for balance, due date, last payment, start/transfer service, meter questions, and account help.
Emergency: 501-321-6200 for leaks, sewer problems, and after-hours utility emergency.
Visit: 324 Malvern Avenue, Monday-Friday, 8 AM-4:30 PM.
Mail: Utility Billing Services, P.O. Box 3830, Hot Springs, AR 71914-3830.
High usage: use the Water Meter Customer Portal, check usage in gallons, set alerts, then call with dates and screenshots.