Houston Water Utility Desk: Pay, Log In, Call, Report or Fix a Bill
Use this page like a Houston utility help desk: pay a water bill, open the online account, call Utility Billing, report water or sewer trouble, start/move service, request a high-bill adjustment, check 2026 charges, and find the right official link fast.
Quick Answer Board
| Need | Use this official route | Have ready | Do not miss |
|---|---|---|---|
| Pay water bill | Houston Water Bills portal | Water account number, service address, email, payment method. | Portal supports bill pay, account transactions, prior bills, and usage tools. |
| Register / login | Register online profile | Account number, customer details, email, password. | Online profile gives 24/7 access to pay bills, eBill, usage history, service requests, and online forms. |
| Billing customer service | 713-371-1400 / customer.service@houstontx.gov | Bill copy, account number, confirmation number, notice, address. | Phone hours listed by Houston Public Works: 8:00 AM-7:00 PM, Monday-Friday. |
| Mail Utility Billing | Utility Billing, P.O. Box 4863, Houston, TX 77210-4863 | Account number on check/money order and payment stub if mailing. | Mail is not safe for urgent disconnect or deadline issues. |
| Water leak / sewer wastewater | Houston 311 or 713-837-0311 | Exact address, nearest cross street, photos if safe, issue type. | 311 has service request categories for Water Leak and Sewer Wastewater. |
| High bill / leak adjustment | Universal Adjustment Form | Account holder name, account number, street number, ZIP, phone, email, repair documentation. | Submit after leak repair if leak-related. Many requests must be within six months. |
| Start or move service | Residential start / move-in | Service address, move date, account holder details, ID if appointment needed. | Commercial/non-residential customers use the commercial service route. |
| Estimate 2026 bill | Charge Calculator | Usage in 1,000 gallons. | Calculator applies to single-family residential 5/8" meter accounts and excludes drainage fee. |
Fast warning: Customer service appointment guidance says cash or check drop-off payments are not accepted on-site; it points customers to nearby Kroger, H-E-B, Fiesta, and Walmart options. If your account is near disconnect, call first.
Official Houston Water Utility Contact Box
Mailing address
Utility Billing
P.O. Box 4863
Houston, TX 77210-4863
Use mailing only when there is enough time before due date or deadline.
Houston Public Works
Main office listed:
611 Walker Street
Houston, TX 77002
This is Public Works headquarters context, not a cash/check payment drop-off instruction.
Local service check: many Houston-area addresses are served by MUDs, HOAs, private districts, or nearby cities. If your bill is not from City of Houston / Houston Water Bills, use the utility name printed on your bill.
Pay or Log In: Exact Steps
Open the official portal
Use the Houston Water Bills portal, not ad-looking bill-pay websites.
Choose payment or profile
Use payment tools for a quick bill payment. Create an online profile if you want 24/7 access to view and pay bills, enroll for paperless eBill, check usage history, create/track service requests, and access online forms.
Use the bill exactly
Enter the account number and address details as printed. If your login fails, check whether the account is newly transferred, commercial, under a landlord, or attached to a previous profile.
Save proof
Keep confirmation number, date, amount, payment method, last four digits, screenshot, and email receipt until the portal balance updates.
Use login/profile when you need
- Transaction history.
- Prior bills.
- Usage history.
- Paperless eBill.
- Service request tracking.
- Adjustment and account forms.
Call before paying if
- You received a disconnection notice.
- The portal balance looks wrong.
- Payment is pending but not posted.
- You are on set usage billing.
- You need a payment agreement or adjustment.
- Service is already off.
Payment Options and Common Mistakes
| Method | Official detail | Best for | Watch out |
|---|---|---|---|
| Online payment | Houston Water Bills portal supports multiple payment methods and account tools. | Most normal bills and account management. | Save confirmation and check balance after posting. |
| Online profile | Register to view/pay bills, eBill, usage history, service requests, and forms. | Customers who want usage alerts or recurring account access. | Use the same account holder details on your bill. |
| Direct debit | Portal quick links include “Sign up for direct debit.” | Recurring payments and missed due-date prevention. | Do not assume it is active until confirmed in profile. |
| Utility Billing, P.O. Box 4863, Houston, TX 77210-4863. | Normal bills with enough mailing time. | Not reliable for urgent disconnect deadlines. | |
| Retail locations | City appointment page points customers to Kroger, H-E-B, Fiesta, and Walmart for cash/check drop-off alternatives. | Customers who cannot pay online. | Ask about fees, posting time, and required account details. |
| Appointment with customer service | Portal allows scheduling in-person or virtual Customer Service Representative appointments. | Complex billing issue, POA, account holder review, high bill dispute. | Account holder, authorized contact, or power of attorney must attend; photo ID required for in-person meetings. |
No slow-pay mistake: bank bill pay, mail, and third-party retail payments can have different posting times. For shutoff-risk accounts, call 713-371-1400 before choosing the payment method.
Past Due, Payment Agreement or Service Interruption
Notice received
- Call before mailing payment.
- Ask exact amount due today.
- Ask fastest posting method.
- Ask whether payment agreement is available.
Payment pending
- Find confirmation number.
- Check bank/card status.
- Screenshot portal receipt.
- Ask whether Utility Billing can see the payment.
Service off
- Ask required amount to restore.
- Ask timing for restoration.
- Ask if access is needed.
- Ask whether someone must be present.
Start, Move In, Transfer or Stop Service
Residential start / move-in
- Service address.
- Move-in date.
- Account holder information.
- Email and phone.
- Ask if ID or proof is required.
- Check faucets before turn-on.
Commercial start / transfer
- Business name.
- Service address.
- Responsible party.
- Commercial meter/service type.
- Permitting or inspection if applicable.
- Use commercial customer route.
Stop / final bill
- Stop date.
- Forwarding address.
- Final read question.
- Autopay/direct debit cancellation.
- Final balance and deposit question.
- Service request tracking.
Renter/landlord note: verify whose name is on the City of Houston water account. Some renters pay landlords, some pay Houston Water directly, and many Houston-area addresses outside city service use MUDs or other providers.
High Bill, Leak, ULB, ECA or Adjustment Request
Leak Adjustment
For water lost through an excusable defect in the customer’s water line. Submit after repair and upload repair documentation.
Unusually Large Bill
Single-family residential relief may apply when unexplained usage is over 200% of average water consumption. Request must be received within six months of high bill date.
Exceptional Circumstance
Residential, not-for-profit or commercial customers may request review for unexplained usage over 200% of average consumption, with stated limits and timing rules.
| Adjustment type | Official form detail | Prepare before submitting |
|---|---|---|
| Leak repair | Form asks whether high bill is due to private leak and whether leak has been repaired. | Leak repair date, plumber statement/bill, receipt for parts, signed written statement, photos if helpful. |
| ULB | One water/wastewater credit adjustment for one month during a 12-month period for eligible single-family residential customers. | High bill date, average use comparison, account history, no known leak notes. |
| ECA | May apply for up to two bills within a 24-month period; credit may not exceed $10,000. | Written explanation, usage history, dates, proof of exceptional circumstances. |
| Leak credit timing | Form language shows 100%, 75%, or 50% credit depending on repair timing from leak start/notice date. | Repair quickly; date and document every step. |
Document rule: the form accepts image uploads like JPG/GIF/PNG up to 4MB, and text files such as DOC, DOCX, and PDF. It asks for repair date, address, repair type, and cost documentation.
Set Usage Billing, RRD Replacement and 2026 Billing Accuracy
RRD meaning
A remote reading device transmits usage data from the meter so the City can bill actual usage automatically.
Replacement progress
Houston Public Works says it replaced over 100,000 remote reading devices by December 2024.
Still waiting?
Customers who still need a remote reading device replacement should call Utility Billing at 713-371-1400.
| Issue | What Houston says | User action |
|---|---|---|
| Blocked meter/RRD access | Some replacements were delayed by landscaping, debris piles, concrete driveways, and locked gates. | Remove access barriers and call to check replacement status. |
| Set usage billing | Accounts older than one year used 36-month average; newer accounts were assigned 3,000 gallons/month during set-usage period. | Review usage history before transition back to actual billing. |
| Actual usage returns | Customers return to actual usage after new RRD is installed, verified, and transmitting accurately. | Watch the first actual-usage bills carefully. |
| 60-day notice | Houston states a 60-day notice is sent before transition back to actual usage billing. | Do not ignore transition notice; adjust water habits before actual billing resumes. |
Report Water Leak, Sewer Backup, Sinkhole or Odor
Water leak
Use Houston 311 “Water Leak” service request for street leaks, suspected main leaks, and public-side water issues.
Sewer wastewater
Use 311 “Sewer Wastewater” for sewer backup, blockages, odor complaints, and wastewater-related issues.
| Problem | Report / say this | Details that speed routing |
|---|---|---|
| Street water leak | “Water is flowing/bubbling at [address or intersection].” | Street side, sidewalk/road hazard, direction of flow, nearest address, photo if safe. |
| No water / low pressure | “My address has no water/low pressure; neighbors [are/are not] affected.” | Start time, all taps or one tap, recent work, shutoff notice, building type. |
| Sewer backup | “Wastewater is backing up at [floor drain/toilet/tub/outside cleanout].” | Stop using water, avoid contact, keep children/pets away, note if neighbors affected. |
| Sinkhole | “Possible sinkhole near water/sewer line at [location].” | Size, street/lane affected, traffic danger, water flow, sewer odor. |
| Odor complaint | “Strong sewer odor at [location] since [time].” | Outdoor/indoor, manhole nearby, rain event, construction nearby. |
2026 Water and Wastewater Charges
2026 rate period
The official calculator states charges are based on water and wastewater rates effective April 1, 2026 through March 31, 2027.
Calculator scope
Calculator applies to single-family residential water accounts with a 5/8" meter.
Drainage fee
The calculator notes that estimation does not include drainage fee. Check your bill for full total.
| Bill item | What it means | What to check |
|---|---|---|
| Water charge | Usage and service charges for drinking water. | Compare gallons used with prior months. |
| Wastewater charge | Sewer/wastewater service charge. | Watch for seasonal or leak-driven usage changes. |
| Drainage fee | Not included in the single-family calculator estimate. | Look at actual bill for drainage/stormwater line items. |
| Solid waste / other city fees | May appear on utility bill depending on City billing policy and service type. | Do not confuse water usage increase with non-water fees. |
| Usage unit | Calculator asks for usage in 1,000 gallons. | Example: enter 3 for 3,000 gallons. |
High Usage Alerts, Conservation and Watering Rules
C.A.P. / high usage tools
The portal references the Consumption Awareness Program, which helps customers manage water usage and bills.
Current restriction status
Houston Public Works’ conservation page listed Current Watering Restrictions: NONE when reviewed.
Conservation programs
Houston Water offers conservation resources, residential programs, free items, smart irrigation support, and rain barrel information.
| High usage check | What to do | Proof to keep |
|---|---|---|
| Toilet leak | Dye test tank; wait; color in bowl means leak. | Repair receipt, photo, date fixed. |
| Irrigation | Check controller schedule, broken heads, pooling water, and watering restrictions. | Controller photo, repair invoice, before/after settings. |
| Meter/RRD access | Remove debris, locked gate, heavy landscaping, or concrete obstruction. | Photos showing access cleared. |
| Set usage transition | Review actual usage history and prepare for bill changes. | Past bills, 60-day notice, profile usage data. |
Drinking Water Quality, Source Water and Reports
Water system scale
Houston Drinking Water Operations says the system serves about 5.5 million citizens, spans over 600 square miles, and reaches a four-county area.
Source water
About 86% comes from surface water sources tied to the Trinity River, Lake Livingston, San Jacinto River, Lake Conroe and Lake Houston; about 14% comes from groundwater.
Quality rating
Houston says TCEQ rates its drinking water system as a Superior Water Supply System.
| Question | Useful answer | Official route |
|---|---|---|
| Where is the annual water quality report? | Houston Public Works publishes annual Drinking Water Quality Reports / CCRs. | Water Quality Reports |
| Who handles drinking-water operations? | Drinking Water Operations operates and maintains three water purification plants and 49 groundwater plants. | Drinking Water Operations |
| Water looks/smells unusual | Report customer water quality questions or concerns through the correct City route. | Call Utility Billing if account-related; use 311 for active field issue. |
| Lead service line inventory | Houston is conducting a full drinking-water service line inventory under EPA Lead and Copper Rule Revisions. | Lead and Copper Rule Revisions page from HPW home |
| Lake levels / source water | Houston links Lake Conroe, Lake Houston and Lake Livingston level resources. | Use source-water links from Drinking Water Operations. |
Wastewater, Sewer Backups and Protect Our Pipes
Wastewater system
Houston Wastewater Operations maintains 38 wastewater treatment plants, two wet-weather facilities, 370+ lift stations, and more than 6,100 miles of wastewater pipelines.
Customer service response
Houston’s wastewater maintenance program responds to customer-reported sewer backups, blockages, sinkholes, and odor complaints.
FOG / wipes warning
Houston says 70% of sewer overflows are caused by clogs from fats, oils, grease and wipes.
| Do not put this down drain | Why | Better action |
|---|---|---|
| Cooking grease / oil | Hardens and blocks pipes. | Cool, contain, trash as allowed. |
| Wipes, even “flushable” | Contributes to sewer clogs and overflows. | Trash wipes. |
| Dental floss, cotton swabs, paper towels | Do not break down like toilet paper. | Trash them. |
| Paint, chemicals, oil, medicines | Can harm wastewater system and environment. | Use proper disposal programs. |
W.A.T.E.R. Fund and Bill Help
Who it helps
Houston Public Works says the W.A.T.E.R. Fund helps seniors, low-income, and disabled Houstonians needing help with water bills.
How funded
The fund is supported by voluntary donations, and Houston Public Works states 100% of contributions go directly to those in need.
Ask Utility Billing
Call 713-371-1400 and ask whether W.A.T.E.R. Fund assistance, payment agreement, or other relief is available for your account.
Assistance tip: have your City of Houston water bill, ID, proof of income/benefits, household details, and notice deadline ready before asking for assistance.
Houston Local Areas: Make Sure You Are on the Right Utility
| Area users search | Water-bill risk | What to check |
|---|---|---|
| Downtown / Midtown / Montrose / Heights | Often City of Houston, but account-specific. | Bill should show Houston Water Bills / City of Houston. |
| Galleria / Uptown / Memorial / Westchase | Some addresses may be city-served; others may be district/management billing. | Use exact service address and bill name. |
| Alief / Sharpstown / Gulfton / Southwest Houston | Mixed service pockets and apartments can confuse renters. | Ask landlord if water is submetered, allocated, included, or City direct. |
| Kingwood / Clear Lake / Lake Houston area | Large annexed areas and districts can create billing confusion. | Check account provider before using City of Houston portal. |
| Outside city limits but Houston address | Could be MUD, WCID, private utility, HOA, nearby city, or wholesale area. | Do not pay Houston Water unless your bill is City of Houston. |
| Wholesale districts | Houston may provide wholesale water, while district bills residents. | Pay the district or utility listed on your bill. |
Address rule: “Houston, TX” in your mailing address does not automatically mean City of Houston Utility Billing. The utility name printed on your bill controls where you should pay.
Map, Offices and Contact Addresses
| Place / route | Address / phone | Use for |
|---|---|---|
| Houston Public Works | 611 Walker Street, Houston, TX 77002 | Public Works headquarters context and department location. |
| Utility Billing mailing | P.O. Box 4863, Houston, TX 77210-4863 | Billing correspondence and mailed utility payments when not urgent. |
| Houston 311 | 2805 McKinney Street, Houston, TX 77003 | 311 program contact; call 713-837-0311 or email 311@houstontx.gov. |
| City Hall | 901 Bagby, Second Floor, Houston, TX 77002 | General City Hall contact context, not water bill payment portal. |
| Utility Billing phone | 713-371-1400 | Water bill, login, payment, service start/move, adjustment, RRD questions. |
Official Houston Water Links
Houston Water Utility FAQ
What is the Houston Water Utility phone number?
For Utility Billing and water bill customer service, call 713-371-1400. Houston Public Works lists phone support Monday through Friday from 8:00 AM to 7:00 PM.
Where do I pay my Houston water bill online?
Use the official Houston Water Bills portal at houstonwaterbills.houstontx.gov. You can pay, view account transactions, print prior bills, and manage account tools.
How do I log in to my Houston water account?
Open the Houston Water Bills portal and register or sign in. An online profile gives access to bill payment, paperless eBill, usage history, service requests, and online forms.
What is the Houston Utility Billing mailing address?
Utility Billing’s listed mailing address is P.O. Box 4863, Houston, TX 77210-4863.
What email should I use for Houston water bill customer service?
Houston Public Works lists customer.service@houstontx.gov for Utility Billing customer service.
How do I report a Houston water leak?
Use Houston 311 and choose Water Leak, or call 311 / 713-837-0311. Have the exact location, nearest cross street, and photos if safe.
How do I report a sewer backup or wastewater problem?
Use Houston 311 and choose Sewer Wastewater. For urgent sewer backup, stop using water if it worsens the backup and avoid contact with wastewater.
How do I request a high water bill adjustment?
Use the City of Houston Universal Adjustment Form. It asks for account holder name, billing account number, street number, ZIP, daytime phone, email, high bill date, and leak repair documentation if applicable.
What is a Houston ULB adjustment?
ULB means Unusually Large Bill. Houston’s form says eligible single-family residential customers may request a one-month water/wastewater credit adjustment when unexplained usage is over 200% of average consumption, with a six-month request deadline.
What is a Houston leak adjustment?
Leak Adjustment may apply when water loss came from an excusable defect in the customer’s water line. The form asks customers to submit after repair with documentation showing repair date, address, repair type, and cost.
What are Houston’s 2026 water rate dates?
The official single-family residential charge calculator says calculated charges are based on rates effective April 1, 2026 through March 31, 2027, and the estimate does not include the drainage fee.
Who can use the Houston 2026 charge calculator?
The calculator says it applies to single-family residential water accounts with a 5/8-inch meter. It asks users to enter usage in 1,000 gallons.
Why did my Houston water bill change after set usage billing?
Houston’s Water Bill Improvement Plan says most customers have returned to actual usage billing after remote reading device replacement. Customers transitioning from set usage may see bills change based on actual water use.
What is an RRD?
An RRD is a remote reading device attached to a water meter that transmits usage data to the City. Houston replaced over 100,000 RRDs as part of its Water Bill Improvement Plan.
Does Houston have water bill assistance?
Houston Public Works says the W.A.T.E.R. Fund helps seniors, low-income, and disabled Houstonians needing help paying water bills. Call Utility Billing at 713-371-1400 to ask about current assistance options.
Where can I find Houston’s water quality report?
Houston Public Works publishes annual Drinking Water Quality Reports on its Drinking Water Quality Report page.
Is this the official Houston Water Utility website?
No. This is an informational guide. Confirm live balance, notices, payment status, service status, rates, forms, and emergency instructions with official City of Houston and Houston Public Works sources.
30-Second Houston Water Checklist
Pay/login: Houston Water Bills portal → account/profile → payment → confirmation number.
Call: Utility Billing 713-371-1400, Monday-Friday 8 AM-7 PM; 311 live help 713-837-0311, 24/7.
Report: water leak or sewer wastewater through Houston 311; include address, cross street, photos if safe.
High bill: check RRD/set usage, leaks, irrigation, usage history, then submit Universal Adjustment Form with documents.
2026 estimate: use the single-family 5/8" meter calculator for rates effective April 1, 2026-March 31, 2027; drainage fee not included.