Madison Water Utility Help Desk: Pay, Call, Start Service or Decode Your Bill
Use this page as a practical Madison Municipal Services bill shortcut. It explains water bill payment, customer-service phone numbers, emergency contacts, start/stop service, rates, sewer and stormwater charges, high-bill leak steps, PFAS/water-quality tools, and recycling charges that may appear with your utility bill.
Fast Answer Board
| Need | Official action | Have ready | Important detail |
|---|---|---|---|
| Pay online / view account | Municipal Services payment portal | Customer number, account number, service address, payment method. | Online portal can handle payment, e-billing, auto pay, usage history and threshold alerts. |
| Pay by phone | 1-877-822-8414 | Account details and checking/card information. | eCheck has no fee; card payments have a $2.95 service fee and $500 maximum for credit cards. |
| Billing, start/stop, final bill | 608-266-4641 | Account number, service address, move date, final bill address. | Office hours: Monday-Friday, 7:30 AM-4:00 PM. |
| Report main break / emergency | 608-266-4661 | Exact location, cross street, water flow, safety risk, photos if safe. | Use for active water emergencies during business routing. |
| After-hours water emergency | 608-266-4665 | Address, time noticed, issue type, neighbors affected. | Use after normal office hours for urgent water issues. |
| Water quality question | 608-266-4654 or water@madisonwater.org | Tap location, hot/cold, color/odor/taste, time started. | Use address-based well-quality lookup before calling if possible. |
| Sewer / stormwater charge question | City Engineering: 608-266-4751 | Bill line item, property address, parcel/impervious details if relevant. | Water Utility bills these charges, but Engineering answers sewer/stormwater charge questions. |
Maintenance warning: the official Madison Water Utility pages showed Municipal Services Bill payments scheduled to be down from 9 PM Wednesday, July 8 to 8 AM Monday, July 13, with in-person cash/check payments still accepted during the outage. Always check the live portal before a deadline.
Official Madison Water Utility Office and Billing Contacts
Water Utility office
Madison Water Utility
119 East Olin Ave.
Madison, WI 53713
Office: 608-266-4651
Email: water@madisonwater.org
Billing office
Billing phone: 608-266-4641
Email: municipalbilling@cityofmadison.com
Staff hours: Monday-Friday, 7:30 AM-4:00 PM.
Mail payment
City of Madison Treasury
P.O. Box 2997
Madison, WI 53701-2997
Make check payable to City Treasury and include the bill stub.
Official starting links:
Pay a Madison Municipal Services Bill
Madison’s utility bill is a Municipal Services bill. It may include water, sewer, stormwater, urban forestry, landfill, resource recovery, and other city-approved charges. Confirm the line item before assuming the water usage is the problem.
| Payment method | Official detail | Best for | Do not miss |
|---|---|---|---|
| Online account / guest pay | Create an account or pay as guest through the Municipal Services payment portal. | Online payment, e-billing, auto-pay, usage tracking and alerts. | To register, you need Customer Number and Account Number from the Municipal Services bill. |
| eCheck online | No fee for checking or savings account eCheck payments. | Lowest-cost online payment. | Save confirmation number and payment date. |
| Card online | Credit/debit card payments have a $2.95 service fee. Credit cards have a $500 payment maximum; debit cards have no maximum. | Fast card payment when fee is acceptable. | Large balances may require debit/eCheck or split method because of credit-card maximum. |
| Phone payment | Call 1-877-822-8414. | Payment by phone with eCheck or card. | Same card fee/max rules apply; eCheck by phone has no fee. |
| Make check payable to City Treasury and mail with bill stub to P.O. Box 2997, Madison, WI 53701-2997. | Non-urgent check payment. | Do not mail close to a due date, payment outage, or collection deadline. | |
| In person – Water Utility | 119 E. Olin Ave., Monday-Friday, 7:30 AM-4:00 PM. | Payment plus account help at Water Utility billing office. | After-hours payment box at 119 E Olin Ave. accepts checks only. |
| In person – Treasury | City of Madison Treasury, 210 Martin Luther King Jr. Blvd., Room 101, Monday-Friday, 8:00 AM-4:30 PM. | Municipal Services payment downtown. | Confirm holiday/maintenance status before going. |
| Auto pay | Available after creating/logging into online Municipal Services account. | Recurring payment and fewer missed bills. | Existing pre-2022 online accounts were not moved; re-enroll if needed. |
Start, End or Verify Madison Water Service
Start service
- Call 608-266-4641.
- Office hours: Monday-Friday, 7:30 AM-4:00 PM.
- Prepare service address, start date, billing contact, phone, email and lease/ownership details if requested.
- Tenants should confirm lease says they are responsible for the Municipal Services bill.
End service
- Call 608-266-4641.
- A final bill is required to close an account.
- Prepare forwarding address, stop date and account number.
- Ask whether any special billing charge applies before scheduling/canceling final bill.
Home sale / closing
- Title company usually arranges transfer to new owner.
- Verify by calling Water Utility Customer Service if unsure.
- Real-estate account-status documentation can trigger a $15 charge.
- Written account information needs proper authorization.
| Special charge | Official amount | When it matters |
|---|---|---|
| Special Billing Charge | $25 | When existing customer/property owner/agent requests special billing outside normal cycle, including final bill after stopping service. |
| Special Meter Reading Charge | $20 | When existing customer/owner/agent requests a special meter reading outside the regular schedule, often for opt-out meters. |
| Real Estate Closing Account Charge | $15 | When written account-status documentation is requested for real-estate closing. |
| Missed Appointment Charge – business hours | $40 | Can apply when a customer misses a scheduled appointment without reasonable cancellation notice. |
| Missed Appointment Charge – after hours | $60 | Can apply for missed after-hours appointments. |
Final bill caution: once special charges are assessed, the start/end service page says they will not be removed. Do not cancel or reschedule final billing casually; confirm dates first.
2026 Water, Sewer, Stormwater and Municipal Bill Line Items
Current Madison residential rates shown below went into effect May 1, 2026 for water, sewer, stormwater and landfill, while some special charges use January 1, 2026 rates.
Water base
$14.00 monthly water base charge.
First water tier
$5.70 per 1,000 gallons for first 3,000 gallons.
Sewer base
$17.50 residential sewer base charge.
Average water charge
Official page lists average monthly residential water charge as $38.81.
| Bill line item | Official current detail | Who to call / what to check |
|---|---|---|
| Water base charge | $14.00 | Madison Water Utility billing, 608-266-4641. |
| Water usage: first 3,000 gallons | $5.70 per 1,000 gallons | Compare actual usage, not only dollar total. |
| Water usage: next 3,000 gallons | $7.71 per 1,000 gallons | Higher usage moves into higher tiers. |
| Water usage: next 3,000 gallons | $9.47 per 1,000 gallons | Leak/irrigation can quickly move bill into this tier. |
| Water usage: next 5,000 gallons | $13.74 per 1,000 gallons | Check irrigation, toilets, softeners and outdoor water. |
| Water usage: over 14,000 gallons | $17.67 per 1,000 gallons | Large leaks or heavy outdoor use become expensive here. |
| Sewer residential base | $17.50 | City Engineering sewer questions: 608-266-4751. |
| Sewer residential usage | $5.64 per 1,000 gallons | Sewer charges can rise when water usage rises. |
| Stormwater base | $3.05 | City Engineering stormwater questions: 608-266-4751. |
| Stormwater pervious | $0.275 per 1,000 sq ft | Property area/impervious questions go to Engineering. |
| Stormwater impervious | $3.592 per 1,000 sq ft | Driveways, roofs and paved areas can affect charge. |
| Urban Forestry Special Charge | $7.63 residential charge, effective 1/1/26 | Streets Division voicemail: 608-243-5899. |
| Landfill Charge | $0.50 standard residential | Engineering questions: 608-266-4751. |
| Resource Recovery Special Charge | $3.50 per dwelling unit, effective 1/1/26 | Streets Division / SpecialCharge@cityofmadison.com. |
High Madison Water Bill: Find Leaks Before You Dispute
Online usage
Madison customers can view hourly, daily and monthly usage in the Municipal Services portal.
Usage alerts
Set monthly, weekly or daily consumption thresholds and receive email alerts when usage goes above your chosen gallons.
Continuous flow
If hourly usage never drops to zero overnight, suspect toilet, softener, irrigation, fixture or hidden leak.
Leak adjustment
One-time courtesy adjustment may be available after a repaired qualifying leak.
| Check | How to do it | Best next step |
|---|---|---|
| Portal consumption graph | Login → use “consumption” link → compare hourly, daily and monthly usage. | Look for continuous overnight flow or sudden jump date. |
| Toilet dye test | Put dye/food coloring in tank; wait without flushing; color in bowl means leak. | Repair flapper/fill valve and save receipt. |
| Outdoor water | Check hoses, irrigation, pool fill, foundation hose bibs, sprinkler zones and damp soil. | Turn off zones and compare usage for next day. |
| Water softener | Check regeneration cycles and stuck valves. | Service unit if overnight usage repeats. |
| Courtesy leak adjustment | Leak must be repaired before adjustment can be approved. | Submit Courtesy Leak Adjustment application with documentation. |
| Adjustment limits | Adjustment covers no more than two consecutive months; one billing adjustment per premise. | Ask which bill months qualify before applying. |
| Credit timing | Approved adjustment appears as a credit on the bill following approval. | Continue paying required amount unless billing office confirms otherwise. |
Water Quality, PFAS, Address Lookup and Annual Report
Annual report
Madison’s Annual Drinking Water Quality Report was issued May 2026 using 2025 data, and the city says the water meets or exceeds federal and state standards.
PFAS testing
Madison Water Utility says all active wells are tested twice each year for PFAS, and no Madison well exceeds adopted state or proposed national drinking-water standards for PFAS.
Address lookup
Use the official “Water Quality at My Address” tool to see which wells serve your home and the water quality of those wells.
| Question | Official Madison detail | What to do |
|---|---|---|
| Where do I get the current report? | Annual Drinking Water Quality Report issued May 2026, data from 2025. | Open the Annual Drinking Water Quality Report page or request paper copy. |
| Need paper CCR copy? | Call 608-261-9299 or email water@cityofmadison.com. | Ask for current Annual Report copy. |
| Which wells serve my address? | Official address lookup requires house number, street name and related fields. | Use “Water Quality for Wells Serving My Address” before calling. |
| PFAS concern | Madison detects low levels at some wells; PFOA/PFOS found at least once in sixteen wells, estimated range below detection to 1.4 ppt. | Check latest PFAS testing page and well-specific results. |
| PFAS standards | PFAS page lists Wisconsin enforceable standards for PFOA, PFOS, PFHxS, PFNA, HFPO-DA and PFBS. | Compare actual well result with listed standard, not social media claims. |
| Water taste/odor/color | Water Quality phone: 608-266-4654; email water@madisonwater.org. | Record hot/cold, tap, time started and neighbors affected. |
| Lead and copper | Annual report says tap sampling for lead/copper is done every three years; next round scheduled for 2026. | Use lead/copper data and customer service if home plumbing is older. |
Official water-quality links:
No Water, Main Break, Hydrant or Service Valve Issue
Main break / emergency
Call: 608-266-4661
Use for active main break, street leak, gushing water, hydrant problem or urgent field service issue.
After-hours emergency
Call: 608-266-4665
Use outside regular office hours for urgent water emergencies.
Service valve / curb stop
Property owners, plumbers and contractors should contact the utility to locate/exercise the curb stop or service valve before operation.
| Problem | What to say | Do this safely |
|---|---|---|
| Water flowing in street | “Water is flowing/bubbling at [address/cross street]. It started at [time].” | Stay away from traffic, sinkholes, ice, damaged pavement and fast-flowing water. |
| No water / low pressure | “No water/low pressure at [address]. Neighbors [are/are not] affected.” | Check account status and nearby work; call emergency if widespread/urgent. |
| Hydrant issue | “Hydrant at [location] is leaking/damaged/blocked.” | Do not operate hydrant yourself. |
| Frozen/burst pipe | “Pipe froze/burst at [property]. Need guidance on utility shutoff if needed.” | Protect property, call plumber for private plumbing, call utility for curb stop help. |
| Contractor needs curb stop | “We need the service box/valve located and exercised before work.” | Call 608-266-4661; utility personnel can locate/exercise the valve. |
Bill Help, Toilet Rebate and Conservation Programs
MadCAP bill help
Madison’s Customer Assistance Program helps eligible lower-income customers with monthly Municipal Services bill credits/discounts.
$100 toilet rebate
Madison Water Utility offers bill credits of up to $100 for customers replacing high-water toilets with EPA WaterSense High Efficiency Toilet models.
Low-use upgrades
Use the conservation tips and water-use portal to catch leaks, reduce toilet waste, and track high-use fixtures.
| Program / tool | Official detail | Best action |
|---|---|---|
| Toilet Rebate | Up to $100 bill credit, not to exceed actual purchase price, for EPA WaterSense HET models using 1.28 gallons per flush or less. | Keep itemized receipt/invoice and submit application. |
| Residential limit | One rebate per household or apartment unit for residential and multi-family customers. | Confirm address eligibility before buying. |
| Commercial limit | Commercial, industrial and public authority customers limited to 20 rebates per property address. | Document each toilet model and receipt. |
| Processing | Bill credits appear after applications are processed; official page says allow four to six weeks. | Do not expect instant bill reduction. |
| Customer Assistance Program | Linked from Madison Water Utility Billing & Rates customer-care menu. | Check income eligibility and required documents. |
| Leak adjustment | One-time courtesy leak adjustment may be approved after the leak is repaired. | Fix leak first, then submit application and proof. |
Trash, Recycling and Resource Recovery Charges on the Water Bill
Madison’s Municipal Services bill can include charges outside water. That is why a “water bill” search often needs Streets Division, Engineering and Treasury details too.
Trash
City of Madison collects trash weekly in the tan cart for eligible residences.
Recycling
Recycling uses the green cart and is collected every other week. Recycling is required in Madison and throughout Wisconsin.
Resource Recovery
If your recycling is collected by the Streets Division, the Resource Recovery Special Charge appears on the Municipal Services bill.
| Charge / service | Official Madison detail | Who to contact |
|---|---|---|
| Resource Recovery Special Charge | 2026 rate is $3.50 per month per dwelling unit for properties served by Streets Division recycling. | Streets Division or SpecialCharge@cityofmadison.com. |
| Trash collection | Trash goes in tan cart and is collected weekly. | Streets Division trash/recycling pages. |
| Recycling collection | Recycling goes in green cart and is collected every other week. | Streets Division schedule lookup. |
| Large items | Large items like mattresses, appliances and furniture require a work order and are collected during work week after set-out Sunday. | Schedule a large-item work order. |
| Holiday collections | Collections do not occur on City holidays; drop-off sites and offices are closed. | Use schedule lookup before placing carts. |
| More than 8 units | Residential properties larger than 8 units cannot use City collection services; recycling is still required and a private company is needed. | Property owner/manager handles private recycling service. |
Official trash/recycling links:
Map, Office and Payment Locations
Use the Madison Water Utility office at 119 East Olin Avenue for water billing office support and in-person Municipal Services bill payments. Use the Treasury office downtown for City Treasury payment needs.
| Location / route | Official detail | Use for |
|---|---|---|
| Madison Water Utility | 119 East Olin Ave., Madison, WI 53713 | Billing office, in-person payment, account questions, after-hours check payment box. |
| Water Utility billing hours | Monday-Friday, 7:30 AM-4:00 PM | Customer service, start/end service, payment help. |
| After-hours payment box | 119 E Olin Avenue | Check payments only. |
| City Treasury office | 210 Martin Luther King Jr. Blvd., Room 101, Madison, WI 53073 | In-person payment, Monday-Friday, 8:00 AM-4:30 PM. |
| Mail payment | City of Madison Treasury, P.O. Box 2997, Madison, WI 53701-2997 | Check by mail with bill stub. |
| City Engineering | Call 608-266-4751 for stormwater/sewer charge questions. | Bill line items that are not water usage. |
Official Madison Utility Links by Task
Billing & account
Water quality & use
Conservation & city charges
Madison Water Utility FAQ
What is the Madison Water Utility billing phone number?
Call 608-266-4641 for billing, Municipal Services bill questions, start service, stop service and final bill help.
What is the main Madison Water Utility office number?
The main office number is 608-266-4651.
What is the Madison Water Utility emergency number?
Report a main break or emergency at 608-266-4661. After hours, call 608-266-4665.
Where is Madison Water Utility located?
Madison Water Utility is at 119 East Olin Ave., Madison, WI 53713.
How do I pay my Madison water bill online?
Use the City of Madison Municipal Services payment portal. You can create an account or pay as guest. For e-billing, auto pay, usage history and alerts, create an online account.
Is there a fee for online payment?
eCheck payments from checking or savings accounts have no fee. Credit/debit card payments have a $2.95 service fee, and credit cards have a $500 payment maximum.
Can I pay by phone?
Yes. Call 1-877-822-8414. eCheck by phone has no fee; card payments follow the $2.95 service fee and credit-card maximum rules.
Where do I mail a payment?
Make check payable to City Treasury and mail the check with bill stub to City of Madison Treasury, P.O. Box 2997, Madison, WI 53701-2997.
How do I start or stop Madison water service?
Call 608-266-4641 during office hours, Monday-Friday, 7:30 AM-4:00 PM. A final bill is required to close an account.
What special charges can apply when ending service?
Madison Water Utility lists a $25 special billing charge, $20 special meter reading charge, $15 real estate closing account charge, and missed appointment charges of $40 during normal business hours or $60 after hours.
What are Madison’s current residential water rates?
Effective May 1, 2026, the residential water base charge is $14.00. Usage is $5.70 per 1,000 gallons for the first 3,000 gallons, $7.71 for the next 3,000, $9.47 for the next 3,000, $13.74 for the next 5,000, and $17.67 over 14,000 gallons.
Who answers sewer or stormwater charge questions?
Call City of Madison Engineering at 608-266-4751 for sewer or stormwater charge questions.
How do I check for a high water bill or leak?
Create/log into your Municipal Services account, open the consumption section, review hourly/daily/monthly usage, set threshold alerts and check for continuous overnight use. Then test toilets, irrigation, softeners and fixtures.
Can I get a leak adjustment?
A one-time courtesy leak adjustment may be available after the leak is repaired. Adjustments cover no more than two consecutive months, only one billing adjustment is allowed per premise, and approved adjustments appear as a credit on a later bill.
Where can I find Madison water quality reports?
Use Madison Water Utility’s Annual Drinking Water Quality Report page or Water Quality at My Address tool. For a paper report, call 608-261-9299 or email water@cityofmadison.com.
Does Madison test for PFAS?
Yes. Madison Water Utility says it currently tests all active wells twice each year for PFAS, and no Madison well exceeds adopted state or proposed national drinking-water standards for PFAS.
What is the Resource Recovery Special Charge?
If your recycling is collected by the Streets Division, the Resource Recovery Special Charge appears on the Municipal Services bill. The 2026 rate is $3.50 per month per dwelling unit.
Is this the official Madison Water Utility website?
No. This is an informational guide. Use official City of Madison links for live balance, payment posting, service status, rates, notices, water-quality data and emergency instructions.
30-Second Madison Utility Checklist
Paying? Use the Municipal Services portal or phone payment. eCheck has no fee; card payment has a $2.95 fee and credit-card maximum.
Calling? Billing/start-stop: 608-266-4641. Main office: 608-266-4651. Main break/emergency: 608-266-4661. After hours: 608-266-4665.
Moving? Call before move date. Final bill is required, and special billing/meter/closing charges may apply.
High bill? Check online consumption, set alerts, test toilets, inspect outdoor water and submit leak adjustment only after repair.
Confusing bill line? Water is MWU, sewer/stormwater/landfill often route to Engineering, and resource recovery/urban forestry route to Streets-related contacts.