Lubbock Utility Bill Help: Pay, Log In, Call or Report Water Trouble
Use this guide when you need the official payment portal, one-time pay, account login, customer service phone, water leak dispatch, kiosk address, mail address, deposit rules, shutoff fees, rates, watering schedule or water quality help.
Official Action Board
| Need | Official route | Prepare first | Do not miss |
|---|---|---|---|
| Log in to utility account | Sign In to COLU portal | Username/password, account email, sign-in seal if already created. | The portal has Sign In, Sign Up, One-Time Payment, Contact Us and Help options. |
| Make one-time payment | City of Lubbock Utilities Web Portal | 10-digit account number, payment method, service address. | One-time payment lets you pay without signing up. |
| Pay by phone | 806-775-2509 | Account number, card/bank details, amount due. | Follow automated prompts. Save confirmation number. |
| Service restored after disconnect | Pay first, then call 806-775-2509 | Payment confirmation, account number, service address. | Service can be restored during regular business hours until 9:00 p.m. after payment is received. |
| Report water leak / main break / sewer overflow | 806-775-2588 Water Dispatch | Address, cross street, issue type, photos only if safe. | Call this number for water main break, water leak, sewer overflow or water contamination. |
| General city request / water violation | Call 311 or use city request route | Address, issue description, photo if safe. | Use 311 for non-emergency city service requests and water violation reports. |
Fast warning: payments are processed within two business days, and drop-box payments after 4 p.m. are processed the next business day. If water was disconnected for non-payment, call customer service after paying.
Official Phone, Address, Email and Hours
Utilities Department
Physical address:
1401 Avenue K
Lubbock, TX 79401
Phone: 806-775-2509
Hours: Monday-Friday, 8 a.m.-5 p.m.
Mail / portal contact
Mail payment:
City of Lubbock Utilities
P.O. Box 10541
Lubbock, TX 79408-3541
Email: CustomerFirst@CityOfLubbockUtilities.com
Fax: 1-806-741-1069
Water Utilities Department
Address:
406 Municipal Drive
Lubbock, TX 79401
Water Utilities phone: 806-775-2588
Hours: Monday-Friday, 8 a.m.-5 p.m.
What COLU bills: City of Lubbock Utilities provides consolidated meter reading, customer service and monthly billing for water, wastewater, storm water and solid waste.
Pay or Log In: Pick the Right Method
Online account
Log in to view bill, check account details, pay using bank account, debit card or credit card.
One-time pay
Use the portal one-time payment option when you do not want to create an account.
Auto Pay
Enroll by logging in and selecting Auto Pay or by calling 806-775-2509.
Payment limits
Card/debit/e-check: $2,500 within 7 days. ACH: up to $1,000,000.
| Payment method | Official detail | Best for | Search intent answer |
|---|---|---|---|
| Online portal login | Sign in to view bills, pay and manage services. | Users who want bill history, Auto Pay, reminders or account management. | Use the KUBRA-hosted City of Lubbock Utilities Web Portal. |
| One-time payment | Portal home includes One-Time Payment. | Quick payment without registration. | You need your 10-digit account number. |
| Phone payment | Call 806-775-2509 and follow automated prompts. | Users who cannot access the web portal. | Pay with bank account, debit card or credit card. |
| Auto Pay | Auto Pay begins with the next billing cycle. | Prevent late bills. | Any current balance must still be paid manually before due date. |
| In-person kiosk | Self-service payment kiosks at 1401 Avenue K. | Cash, check, debit or credit card payments. | Outdoor walk-up kiosk is available 24/7; indoor lobby kiosks Monday-Friday, 8 a.m.-5 p.m. |
| Western Union payment centers | Authorized payment centers throughout Lubbock. | Cash, debit card or money order payment. | Use only authorized centers; keep receipt. |
| City of Lubbock Utilities, P.O. Box 10541, Lubbock, TX 79408-3541. | Normal bill with enough time before due date. | Do not mail if service is near shutoff or already disconnected. |
Disconnected, Reconnect Fees, Deposits and Payment Arrangements
If water was shut off
Pay the required amount, then call 806-775-2509. The city says service can be restored during regular business hours until 9:00 p.m. after payment is received.
Before shutoff
Call before disconnection to ask about a payment plan or payment arrangement.
Do not self-reconnect
If a meter is zip-tied, padlocked or warning-tagged, call COLU. Unauthorized reconnect can create fees and damage risk.
| Fee / rule | Amount / detail | What user should do |
|---|---|---|
| Disconnection fee | $40 | Charged when technician turns water off for nonpayment. |
| Reconnection fee | $40 | Normal-hours turn-on after payment. |
| After-hours reconnect fee | $55 | Ask whether after-hours reconnect is available and what total is due. |
| Residential water deposit | $150 | May be added if account lacks good payment history; refundable after 12 on-time payments or stop service. |
| Commercial water deposit | $550 | Applies to commercial accounts when required by policy. |
| Payment plan | Set up before due date. | Call 806-775-2509 before the account is disconnected. |
| Payment arrangement | Available up to 9 days after due date; half balance due upfront. | Ask customer service if your account qualifies. |
| Unauthorized reconnect | $200 or more | Wait for a city technician to restore service. |
Restoration script: “My service was disconnected for non-payment. I paid [amount] by [method]. Confirmation number is [number]. What is the exact remaining balance, reconnect fee, and restoration timing today?”
Leaks, Main Breaks, Sewer Problems or Water Contamination
Water Dispatch
Call: 806-775-2588
Use for water main break, water leak, sewer overflow or water contamination.
Non-emergency request
Use the city request route when the issue is not urgent and you can submit online.
Water wasting
Report irrigation runoff/water wasting through 311 or the Water Wasting Hotline route shown by the City.
| Problem | What to say | What helps dispatch |
|---|---|---|
| Street leak / main break | “Water is flowing/bubbling at [address or cross street].” | Road lane, sidewalk, nearby hydrant, how fast water is moving, start time. |
| No water / low pressure | “All taps / some taps at [service address] have no water or low pressure.” | Neighbors affected, recent construction, weather, bill status, shutoff notice. |
| Sewer overflow / backup | “Sewage is backing up at [fixture/location].” | Stop using water, keep children/pets away, note if neighbors are affected. |
| Possible contamination | “Water has [color/odor/taste] at [address]. It started at [time].” | Cold/hot water, one tap/all taps, recent repairs, photos in clear glass. |
Response priority: the city says all leaks are a priority, but leaks posing a potential health and safety threat are handled as emergencies and receive priority response. Other leaks are repaired based on leak size or water loss.
Water Rates and Charges Users Search For
Base charge
Monthly water base charge depends on meter size.
Volume tiers
Single-family residential water is billed per 1,000 gallons after the included first 1,000 gallons.
Estimated bill issue
If a meter fails to register correctly, the city may estimate consumption from previous usage.
| Water charge | Amount | Plain-English meaning |
|---|---|---|
| 3/4" water base charge | $18.75/month | Common residential-style meter base charge. |
| 1" water base charge | $31.31/month | Larger meter base charge. |
| 1.5" water base charge | $62.44/month | Often larger residential/commercial meter size. |
| 2" water base charge | $100.31/month | Higher base charge for larger meter. |
| 0-1,000 gallons | Included in base charge | Single-family residential first usage block. |
| 1,001-5,000 gallons | $4.10 per 1,000 gallons | Lower usage block after included first 1,000 gallons. |
| 5,001-10,000 gallons | $7.15 per 1,000 gallons | Middle usage block. |
| 10,001-30,000 gallons | $8.75 per 1,000 gallons | Higher usage block. |
| Over 30,000 gallons | $9.25 per 1,000 gallons | Highest listed single-family residential block. |
| Non-AMI monthly read not reported | $75 non-refundable service fee + estimated usage charges | Relevant to special non-AMI read situations. |
| Unauthorized fire hydrant use | $1,000 | Assessed when connected to hydrant without valid/current hydrant meter contract and device. |
Wastewater, Stormwater and Solid Waste on the Utility Bill
Wastewater
Wastewater base charge depends on water meter size. A 3/4" meter wastewater base charge is listed at $17.55.
Stormwater
Stormwater fee is based on impervious area such as rooftops, driveways and parking surfaces.
Solid waste
Residential solid waste service is billed through City of Lubbock Utilities.
| Line item | Useful official detail | Action for users |
|---|---|---|
| Wastewater 3/4" base | $17.55/month | Check meter size if sewer base charge looks different. |
| Wastewater 1" / no-meter residential base | $21.38/month | Compare to your bill line item. |
| Stormwater Tier 1 | ≤ 2,780 sq ft impervious area: $6.70/month | Smallest residential stormwater tier. |
| Stormwater Tier 2 | 2,781-3,680 sq ft: $10.25/month | Mid residential stormwater tier. |
| Stormwater Tier 3 | 3,681-4,770 sq ft: $12.97/month | Higher residential tier. |
| Stormwater Tier 4 | > 4,770 sq ft: $19.46/month | Largest listed residential stormwater tier. |
| Non-residential stormwater | $19.46/month per 5,700 sq ft ERU up to 150,000 sq ft | Commercial property owners should ask about ERU calculation. |
| Stormwater questions | Call 806-775-2148 | Use for stormwater utility fee questions/concerns. |
| Residential solid waste | $20.50/month plus applicable taxes as of Oct. 1, 2025 | Collection usually twice weekly; schedules may change for weather/holidays. |
Start, Stop, Transfer or Move Service
Start service
- Use COLU account creation / residential move-in form route.
- Have service address and move-in date ready.
- Residential water deposit may be added unless waived.
- Save confirmation or email receipt.
Transfer inside Lubbock
- Deposit requirement depends on payment history.
- Good recent payment history may avoid another deposit.
- Late fees, disconnections or tampering can affect deposit rules.
- Ask if a final bill will be issued for old address.
Stop service
- Stop date.
- Forwarding address.
- Account number.
- Autopay cancellation question.
- Final bill / deposit refund question.
Deposit note: the city’s residential move-in route says a $150 water deposit is added to the first bill unless the customer qualifies for a waiver. If 12 back-to-back on-time payments are made, the deposit is automatically refunded as a credit on the 13th bill.
Official account links:
High Bill, Leak Check and Plumbing Mistakes
Check water blocks
Lubbock’s residential rate rises by usage block, so outdoor use can move a bill into higher tiers.
Look for silent leaks
Toilets, irrigation systems, outdoor spigots and constant drip points can increase usage quickly.
FOG / wipes warning
Fats, oils, grease, wipes, paper towels and personal hygiene items can clog private pipes and city sewer lines.
| Problem | Official-source detail | What to do next |
|---|---|---|
| Fats, oils, grease | FOG hardens and clings to household pipes or city sewer lines. | Collect small quantities in a can/bag and put in trash; do not use drain or garbage disposal. |
| Wipes | Even “flushable” wipes do not break down quickly and can clog sewer lines. | Put wipes in trash, not toilet. |
| Paper towels | Designed to be absorbent and slow to dissolve. | Trash only. |
| High water usage | Single-family residential billing increases by usage block. | Compare bill usage to prior months, irrigation days, pool fill, leaks and meter read. |
| Potential main leak | Leaks threatening health/safety receive priority response. | Call Water Dispatch at 806-775-2588. |
Water Conservation and Lubbock Irrigation Schedule
Assigned watering days
Landscape irrigation is limited to two assigned days per week based on the last digit of the house address.
No Sundays
City spring/summer guidance says do not irrigate on Sundays.
Hand watering
Hand watering is allowed any time of day and any day of the week.
| Address ending | Assigned days | Practical tip |
|---|---|---|
| 0, 3, 4 or 9 | Monday and Thursday | Use cycle-and-soak to reduce runoff and high usage blocks. |
| 1, 5 or 6 | Tuesday and Friday | Check sprinkler controller after power outage or landscaper visit. |
| 2, 7 or 8 | Wednesday and Saturday | Do not water during precipitation events or when temperature is below 35°F. |
| Sunday | No irrigation | Hand watering is still allowed. |
Spring/summer recommendation: the city says lawns need about 1.5 inches of water per zone per week, recommends watering 12:00 a.m.-10:00 a.m. or 6:00 p.m.-12:00 a.m. on assigned days, and suggests cycle-and-soak watering for 3-4 minutes, 4-5 times.
Water Quality, Source Water and Backflow Help
Water sources
Lubbock’s main water source is groundwater from the Canadian River Municipal Water Authority’s Roberts County Well Field and the City’s Bailey County Well Field, plus Lake Meredith and Lake Alan Henry.
Water system
The Water Utilities Department manages water supply, raw water transmission, two surface water treatment plants, distribution, wastewater collection, two wastewater treatment plants and reuse/disposal facilities.
Water quality
The City says Lubbock Water Utilities continues to meet or surpass EPA and TCEQ Safe Drinking Water Standards.
| Need | Official route / number | User action |
|---|---|---|
| Consumer Confidence Report | Common Water Questions | Use CCR to check source, treatment and detected contaminant levels. |
| Water contamination concern | 806-775-2588 | Call Water Dispatch if you suspect contamination. |
| Backflow business question | 806-775-2604 | Businesses should call this number for backflow information. |
| Backflow homeowner question | 806-775-2589 | Homeowners should call this number for backflow information. |
Backflow plain meaning: the City describes backflow as a potential for contamination in the water distribution system. It can be associated with main breaks or high withdrawal events such as firefighting, and is prevented through backflow prevention devices and ordinances.
Google Map, Office, Kiosk and City Locations
| Location | Address | Use for |
|---|---|---|
| City of Lubbock Utilities / kiosks | 1401 Avenue K, Lubbock, TX 79401 | Customer service, in-person payment, indoor lobby kiosks, outdoor 24/7 walk-up kiosk. |
| Water Utilities Department | 406 Municipal Drive, Lubbock, TX 79401 | Water Utilities department, water dispatch context, department offices. |
| Mail payment | P.O. Box 10541, Lubbock, TX 79408-3541 | Mail check or money order for utility bill. |
| City Hall / city contact | 1314 Avenue K, Lubbock, TX 79401 | General City of Lubbock contact and city services. |
| Stormwater Management Office | 1625 13th Street, Room 107, Lubbock, TX | Stormwater mobile wash permit and related stormwater office actions. |
Lubbock Water Utilities FAQ
What is the Lubbock Water Utilities phone number?
For City of Lubbock Utilities customer service, call 806-775-2509. For Water Dispatch leaks, main breaks, sewer overflow or contamination, call 806-775-2588.
How do I pay my Lubbock utility bill online?
Use the City of Lubbock Utilities Web Portal. You can sign in, sign up, or make a one-time payment without registering.
Do I need an account to make a one-time payment?
No. The portal includes a One-Time Payment option. The city account access page says you need your 10-digit account number.
What is the phone number to pay by phone?
Call 806-775-2509 and follow the automated prompts to pay by bank account, debit card or credit card.
Where is the City of Lubbock Utilities office?
The Utilities Department physical address is 1401 Avenue K, Lubbock, TX 79401.
Where do I mail a City of Lubbock Utilities payment?
Mail check or money order to City of Lubbock Utilities, P.O. Box 10541, Lubbock, TX 79408-3541.
What are the online and phone payment limits?
Credit card, debit card or e-check payments are limited to $2,500 within a 7-day period. ACH payments are listed up to $1,000,000.
How fast are Lubbock utility payments processed?
The city says payments are processed within two business days. Drop-box payments received after 4 p.m. are processed the next business day.
What do I do if my water was disconnected?
After making payment, call 806-775-2509. Service can be restored during regular business hours until 9:00 p.m. after payment is received.
What are the disconnect and reconnect fees?
The city lists a $40 disconnection fee, $40 reconnection fee, $55 after-hours reconnect fee, $150 residential water deposit and $550 commercial water deposit when applicable.
What number do I call for a water main break?
Call Water Dispatch at 806-775-2588 for water main break, water leak, sewer overflow or water contamination.
What is the Lubbock watering schedule?
Addresses ending in 0, 3, 4 or 9 water Monday/Thursday; 1, 5 or 6 water Tuesday/Friday; 2, 7 or 8 water Wednesday/Saturday. No irrigation on Sundays. Hand watering is allowed any day.
What is the smallest listed water base charge?
The listed 3/4-inch water base charge is $18.75 per month.
What is the residential solid waste monthly rate?
The City residential solid waste page lists the monthly rate for all services as $20.50 plus applicable taxes as of October 1, 2025.
Where does Lubbock’s water come from?
The City says Lubbock uses groundwater from the Roberts County Well Field and Bailey County Well Field, plus water from Lake Meredith and Lake Alan Henry.
Is this the official City of Lubbock website?
No. This is an informational guide. Confirm live account balance, shutoff status, forms, current fees, payment deadlines and emergency instructions with City of Lubbock Utilities.
30-Second Checklist
Pay/login: use the official COLU portal → Sign In, Sign Up, or One-Time Payment → save confirmation.
Customer service: call 806-775-2509; email CustomerFirst@CityOfLubbockUtilities.com.
Water emergency: call Water Dispatch at 806-775-2588 for main break, leak, sewer overflow or contamination.
Disconnected: pay first, then call customer service; restoration can run until 9:00 p.m. during regular business hours after payment is received.
Visit/kiosk: 1401 Avenue K, outdoor walk-up kiosk 24/7; indoor lobby kiosks Monday-Friday, 8 a.m.-5 p.m.