Metropolitan Utilities District Help Desk: Pay, Call, Report or Check Your Water Bill
Use this as a fast M.U.D. customer desk. Choose the problem, use the official route, separate water from natural gas and sewer charges, collect the right proof, and avoid slow payment or wrong emergency routing.
Start Here: What Do You Need From M.U.D.?
| User need | Official route | Have ready | Critical M.U.D. detail |
|---|---|---|---|
| Pay bill / login | My Account or Quick Pay | Account number, service address, amount due, payment method. | Call first if there is a disconnection notice or service is already disconnected. |
| Payment arrangement | 402-554-6666 / 800-732-5864 | Notice, balance, due date, amount you can pay, income/emergency details. | M.U.D. lists Customer Service hours as 7:30 a.m.-5:15 p.m., Monday-Friday. |
| Gas, water, carbon monoxide emergency | 402-554-7777, free 24/7 service | Exact address/cross street, issue type, safety risk, time noticed. | Do not email or use a form for emergencies. |
| Smell gas | Leave the building/area, then call 402-554-7777 or 911 | Call only from a safe location. | Do not use switches, appliances, lights, phones, or mobile devices inside the danger area. |
| Water main break / water emergency | 402-554-7777 | Nearest address, cross street, leak/break description, photos only if safe. | Water main breaks are listed by M.U.D. as emergencies. |
| Mail / corporate address | Metropolitan Utilities District, 7350 World Communications Dr., Omaha, NE 68122-4041 | Account number, bill stub, reason for mail. | Use bill/payment instructions for payments if different from corporate mailing address. |
| Payment drop box | M.U.D. Operations Center Entrance, 3100 S. 61st Ave., Gate 1 | Check, money order, or cash payment details. | M.U.D. also lists Walmart Pay at any Walmart location in the U.S. |
| Before digging | Nebraska 811 or call 811 / 800-331-5666 | Address, work area, project start date, white-line marks if possible. | Nebraska 811 says requests must be placed at least 2 full business days before digging. |
Emergency rule: gas odor, damaged lines, carbon monoxide symptoms, and water main breaks are not normal billing questions. Use 402-554-7777 immediately from a safe location.
Official M.U.D. Info Box
Corporate mailing address
Metropolitan Utilities District
7350 World Communications Dr.
Omaha, NE 68122-4041
Main customer service: 402-554-6666
Phone routing
Customer Service: 402-554-6666
Toll-free: 800-732-5864
Emergency: 402-554-7777
Hours: Monday-Friday, 7:30 a.m.-5:15 p.m. CST
Service context
M.U.D. is a customer-owned public utility serving natural gas and water in the Omaha metro area.
Water service reaches customer-owners in Omaha, Bellevue, Bennington, Carter Lake, La Vista, Ralston, Waterloo, and the Papio-Missouri NRD supply area for Fort Calhoun.
| Thing users confuse | What it means | Correct next step |
|---|---|---|
| M.U.D. water | Drinking water service, water bill, water meter, water quality, pressure, main break, lead service line. | Use M.U.D. account/customer service or emergency route. |
| M.U.D. natural gas | Gas service, gas bill, gas odor, carbon monoxide, gas line damage, appliances. | Gas odor/CO = leave area, call 402-554-7777 or 911. |
| Sewer charges | Municipality sets sewer/trash; M.U.D. can be the billing agent that collects and sends fees back. | Billing question may start with M.U.D.; sewer emergency goes to city public works. |
| Service line ownership | M.U.D. owns/repairs water mains; property owners are responsible for service-line repair, with M.U.D. permit/inspection rules. | Call before hiring/repairing; licensed master plumber may be required. |
| Meter | Property owner owns the water meter; M.U.D. maintains it and must access it for readings/maintenance. | Do not tamper; call if meter looks damaged or access is blocked. |
Pay Your Metropolitan Utilities District Bill Safely
Quick Pay
Use for routine payment when account is not in urgent shutoff status.
Phone payment
Automated menu can make bill payment or access account information.
Drop box / Walmart
Drop box: 3100 S. 61st Ave., Gate 1.
Walmart Pay is listed as an in-person option at any Walmart location in the U.S.
Start from M.U.D. official links
Use mudomaha.com, My Account, or Quick Pay. Avoid ad-style bill-pay pages that are not linked by M.U.D.
Separate water, gas, sewer and fees
Before disputing the whole bill, identify whether the increase is water usage, natural gas, sewer use, trash, WIR rider, late fees, service charges, or deposits.
Call before urgent payment
M.U.D. says to contact 402-554-6666 if you have a disconnection notice or if services are already disconnected.
Save proof before closing the payment screen
Keep confirmation number, date/time, amount, payment method, last four digits, receipt screenshot, and whether a representative said the account is protected.
| Payment method | Best for | Check first | Proof to save |
|---|---|---|---|
| My Account | Routine payments, history, online account management. | Account number, service address, balance, fee/posting rule. | Receipt and confirmation number. |
| Quick Pay | One-time bill payment. | Not a substitute for urgent disconnection arrangements unless M.U.D. confirms. | Screenshot and payment ID. |
| Phone payment | Urgent payment, portal issue, disconnection question. | Use official 402-554-6666 or toll-free number. | Agent name, time, confirmation number. |
| Recurring eCheck | Long-term autopay setup. | Requires M.U.D. account number and last four digits of SSN or tax ID for primary account holder. | Enrollment confirmation and first draft date. |
| Walmart Pay | In-person payment access. | Account details and Walmart payment instructions. | Printed/electronic receipt. |
| Drop box | After-hours physical payment. | Location: Operations Center entrance, 3100 S. 61st Ave., Gate 1. | Check/money-order copy; photo only if safe/legal. |
Gas, Water or Carbon Monoxide Emergency Routing
Emergency hotline
Free 24/7 service for gas, water, carbon monoxide, damaged lines, and water main breaks.
If you smell gas
Leave the house/building/area first. Do not try to locate the leak.
Call 402-554-7777 or 911 from a safe place.
Water emergency
For water-related emergencies, call 402-554-7777. M.U.D. says personnel are ready 24/7.
When in doubt, call immediately.
| Problem | Correct route | Say this first | Safety note |
|---|---|---|---|
| Gas odor | Leave area, then call 402-554-7777 or 911. | “I smell gas at [location]. I am now outside/away from the building.” | Do not use switches, appliances, lights, phones, or mobile devices inside the hazard area. |
| Carbon monoxide symptoms | Call 911 immediately. | “Possible carbon monoxide symptoms at [address].” | Symptoms can resemble flu-like illness; leave area if safe. |
| Water main break | 402-554-7777. | “Water is breaking/leaking at [street/cross street].” | Stay away from sinkholes, traffic, freezing water, or damaged pavement. |
| No water / pressure loss | 402-554-7777 if urgent; customer service for non-emergency account questions. | “No water/low pressure at [address]. Neighbors [are/are not] affected.” | Check shutoff only if safe; do not access restricted utility areas. |
| Damaged meter/hydrant/utility hazard | Emergency/service route. | “There is a damaged meter/hydrant/utility area at [location].” | Keep children, vehicles, and pets away. |
| Flooded basement/sewer issue | Your city public works; Omaha sewer emergency: 402-444-5332. | “Water/sewer is backing up/flooding at [address].” | M.U.D. may bill sewer, but cities set sewer systems/rates. |
2026 M.U.D. Residential Water Rates: What Matters on the Bill
Billing unit
1 CCF = 748 gallons
Water is billed in 100 cubic feet.
5/8 inch meter
$13.02/month
Residential water service charge.
Residential WIR
$5.00/month
Water Infrastructure Replacement rider.
Late charge
4%
Unpaid water charges after 15 days from bill date.
| Rate item | 2026 amount / rule | Why customers care |
|---|---|---|
| Water bill unit | 1 CCF = 100 cubic feet = 748 gallons | Use CCF × 748 to estimate gallons used. |
| Residential 5/8 inch service charge | $13.02/month | Common small residential meter base charge. |
| Residential 3/4 inch service charge | $19.54/month | Common larger residential meter base charge. |
| Residential 1 inch service charge | $32.55/month | Larger household or service configuration. |
| November-May commodity charge | $2.3086 per 100 cubic feet | Non-summer residential usage charge. |
| June-October first 900 cubic feet | $2.3086 per 100 cubic feet | Lower summer block. |
| June-October next 2,100 cubic feet | $3.2321 per 100 cubic feet | Irrigation/outdoor use can push usage here. |
| June-October over 3,000 cubic feet | $4.1555 per 100 cubic feet | High summer use, leaks, irrigation, pools. |
| WIR rider — residential W-1 | $5.00 per month | Funds water main replacement costs. |
| Late payment charge | 4% on unpaid water charges if not paid within 15 days of bill date | Important for past-due accounts. |
| City/village statutory payment | 2% not included in schedule rates; inside corporate limits, rate is 2% greater | Explains local city/village add-on. |
Rate comparison: M.U.D. says its 2026 residential water rates ranked 14th lowest among 40 water utilities in the Memphis Light, Gas and Water Utility Rate Survey, based on 10 CCF.
Official rate links:
Sewer and Trash Charges on an M.U.D. Bill
M.U.D. can be the billing agent
M.U.D. says municipalities set sewer use rates and that M.U.D. invoices and collects sewer use fees, then provides them back to municipalities.
Winter water use matters
M.U.D. says the winter season includes four billing cycles from the December billing schedule through March; that average can be used as a base monthly usage level for non-winter sewer calculations.
| Bill line / issue | Who usually controls it | What to ask |
|---|---|---|
| Water usage | M.U.D. | Was the read actual/estimated? What CCF were used? |
| Natural gas usage | M.U.D. | Was the increase due to therms, WACOG/GCA, weather, or equipment? |
| Sewer use fee | Municipality sets rate; M.U.D. may bill/collect. | Which municipality sets this fee, and how is it calculated? |
| Trash fee | Municipality where applicable. | Is M.U.D. only collecting this charge? |
| Flooded basement / sewer emergency | City public works / sewer department. | In Omaha, M.U.D. lists 402-444-5332 for sewer-system-related flooded basement emergencies. |
High M.U.D. Bill: Separate Water, Gas, Sewer and Plumbing
Water usage jump
- Convert CCF to gallons: CCF × 748.
- Compare same month last year.
- Check toilets, irrigation, hose bibs, softeners, humidifiers, and hidden basement leaks.
- Ask actual vs estimated read.
Gas usage jump
- Separate therms from water CCF.
- Check weather, furnace, water heater, and gas appliances.
- Gas cost can change monthly.
- Gas odor is an emergency, not a bill dispute.
Home plumbing checks
- Pressure reducing valve.
- Water softener bypass check.
- Water heater shutoff valve.
- Aerators and master shutoff valve.
| Check | Official/useful detail | What to do next |
|---|---|---|
| Pressure reducing valve | M.U.D. says most residential pressure/flow problems are caused by a malfunctioning or out-of-adjustment PRV. | PRV is owner plumbing; M.U.D. recommends licensed plumber work. |
| System pressure | M.U.D. must maintain at least 20 PSI in mains for water quality; normal operations usually at least 40 PSI; lower elevations can be much higher. | Use a pressure gauge at hose spigot and check static pressure. |
| PRV adjustment range | PRVs can often be adjusted between 25-75 PSI; after adjustment, static pressure should stay below 80 PSI. | Have a plumber evaluate if unsure. |
| Water softener | A sudden pressure decrease can come from a water softener; bypass it to test. | If pressure improves, service/replace softener. |
| Water heater | If low pressure is hot-water-only, check water heater shutoff valve and condition. | Call a plumber if needed. |
| Master shutoff | Partially closed master valve can affect pressure throughout the home. | Confirm valve is fully open if safe. |
| Leak proof packet | Collect bill, usage history, repair invoice, photos, plumber note, date leak found and fixed. | Ask if adjustment/review is available. |
Water Quality, Sources, Testing and Lead Service Lines
2025 report snapshot
M.U.D.’s 2025 Water Quality Report says the water meets or exceeds state and federal drinking water standards.
Hard copies are available in English and Spanish by emailing customer_service@mudnebr.com or calling 402-554-6666.
System scale
M.U.D. reports more than 3,100 miles of water mains, more than 231,000 homes and businesses, nearly 600,000 people served, average delivery of 90 million gallons per day, and capacity above 300 million gallons per day.
Water sources
M.U.D. tap water sources include the Missouri and Platte Rivers. The system uses two independent water sources and three treatment facilities.
| User question | Official useful answer | What to do |
|---|---|---|
| How often is water tested? | M.U.D. says it performs more than 1,000 tests per day and at least 300 bacteria tests per month in the distribution system. | Use the Water Quality Report for official tables. |
| Is fluoride added? | Natural fluoride is about 0.3-0.5 ppm; M.U.D. adds enough to reach about 0.7 ppm, below the federal limit of 4.0 ppm. | Check CCR for current values. |
| Cryptosporidium? | Detected in Missouri River source water in March 2025; none detected in finished water in 2025. | Immuno-compromised people should ask a doctor about precautions. |
| Is there lead in M.U.D. water? | M.U.D. says lead is not detected in raw water, finished plant water, or distribution mains; lead is mainly a localized customer-side service line/plumbing issue. | Check address map or call lead line contact. |
| Lead service line contact | Email lead@mudnebr.com or call 402-504-7029. | Ask what records show for your address. |
| Lead testing | Customers with partial/whole lead or unknown pre-1940 service lines can request testing. | Call 402-504-7029. |
| Lead exposure reduction | Use cold water for drinking/cooking/formula, flush pipes, and use certified lead-reduction filter if needed. Boiling does not remove lead. | Follow filter instructions and M.U.D./EPA guidance. |
| Backflow | NDWEE requires M.U.D. to ensure backflow preventers are installed and tested annually where required. | Respond to testing notices; check city plumbing code. |
Official water-quality links:
Water Main, Service Line, Meter and Permit Responsibilities
M.U.D. responsibility
- Water mains in/along streets.
- Corporation valve connecting main to service line.
- Maintains and replaces defective water meters.
- Repairs main leaks.
Property owner responsibility
- Water service line repairs.
- Ensuring required repairs are completed.
- Private plumbing and PRV.
- Access to meter for readings/maintenance.
Permit warning
- Water service lines cannot be relocated, repaired, or modified without M.U.D. permit.
- Work must be inspected by the District.
- Codes require repairs by a city-licensed master plumber.
- If service line is lead, it must be replaced entirely.
Leak notice risk: M.U.D. says water may be temporarily turned off if a leaking/broken service line creates damage, safety concerns, or repair arrangements are not made, and property owner may be responsible for disconnect charges.
Start, Stop or Transfer M.U.D. Service
Start service
- Service address in M.U.D. service area.
- Requested start date.
- ID, lease, deed, closing details, or authorization if requested.
- Deposit/turn-on charge question.
- Register for online access after account setup.
Stop service
- Requested stop date.
- Forwarding address.
- Final meter/read instruction.
- Deposit refund/credit question.
- Autopay cancellation confirmation.
Transfer service
- Old and new service addresses.
- Stop/start dates.
- Whether gas and water move together.
- Deposit transfer question.
- Final bill and first bill timing.
Official service links:
Utility Assistance: LIHEAP, M.U.D. Home Fund and 211
First step
M.U.D. says customers who need help paying utility bills should first contact the Nebraska Energy Assistance Program.
Omaha: 402-595-1258
Outside Omaha: 800-383-4278
M.U.D. Home Fund
Assists seniors, people with disabilities, and limited-income customers experiencing severe financial hardship.
Apply through a partner agency, call the 24-hour Agency Finder at 888-650-9132, or call 2-1-1.
211 Nebraska / Iowa / Illinois
Call 211, toll-free 866-813-1731, text your ZIP to 898211, or use live chat.
Use for utility assistance, food, housing, rent, shelter, and local referrals.
| Program / route | Best for | Prepare |
|---|---|---|
| Nebraska LIHEAP | Immediate utility needs and energy assistance for low-income households. | Income proof, utility bill, notice, ID, household details. |
| M.U.D. Home Fund | Past-due balance/disconnection notice plus severe financial hardship. | Photo ID, proof of financial crisis, last 30 days income, copy of M.U.D. bill. |
| Automatic eligibility clues | Customers receiving SNAP, LIHEAP, ADC, Medicaid, or AABD may be automatically income-eligible for Home Fund. | Benefit proof if requested. |
| 60+ Social Security households | Households where one or more people are 60+ and the only income is Social Security are listed as automatically eligible. | Age/income verification if requested. |
| 211 / partner agencies | Local emergency help, referrals, non-M.U.D. funding sources. | ZIP code, bill, notice, ID, emergency explanation. |
Official assistance links:
Before Digging Near Water or Gas Lines: Nebraska 811
Call or click
Use Nebraska 811, call 811 or 800-331-5666.
Timing
Nebraska 811 says locate requests must be placed at least two full business days before digging, excluding weekends and observed holidays.
Private lines
Nebraska 811 says private utility lines are the owner’s responsibility; utilities will not locate and mark privately owned lines.
| Project | 811 needed? | Extra M.U.D. question |
|---|---|---|
| Fence posts, trees, trenching, irrigation, mailbox, driveway work | Yes | Are water/gas facilities in the work area? |
| Water service line repair | Yes | Do I need M.U.D. permit/inspection and a licensed master plumber? |
| Gas appliance or service line work | Yes, plus M.U.D./licensed contractor guidance | Is this customer-owned or District-owned? |
| Private lines after meter | 811 may not mark private lines. | Do I need a private locator? |
Map: M.U.D. Corporate Office and Payment Drop Box
| Location / route | Details | Use for |
|---|---|---|
| Corporate mailing address | 7350 World Communications Dr., Omaha, NE 68122-4041 | Corporate mail, Home Fund mail/donation, general M.U.D. address. |
| Payment drop box | M.U.D. Operations Center Entrance, 3100 S. 61st Ave., Gate 1 | Drop check, money order, or cash payment. |
| Customer service phone | 402-554-6666 / 800-732-5864 | Billing, payment arrangements, disconnection notice, start/stop/transfer, high bill. |
| Emergency hotline | 402-554-7777 | Gas, water, carbon monoxide emergencies, damaged lines, water main breaks. |
| Nebraska 811 | 811 / 800-331-5666 | Locate request before excavation. |
Metropolitan Utilities District Water FAQ
What is the Metropolitan Utilities District customer service number?
Call 402-554-6666 or toll-free 800-732-5864. M.U.D. lists customer service hours as Monday-Friday, 7:30 a.m. to 5:15 p.m. CST.
What is the M.U.D. emergency number?
Call 402-554-7777 for gas, water, or carbon monoxide emergencies. M.U.D. says it is a free 24/7 service.
What should I do if I smell gas?
Leave the building or area first. Do not attempt to locate the leak and do not use switches, appliances, lights, phones, or mobile devices inside the danger area. Call 402-554-7777 or 911 from a safe location.
How do I pay my M.U.D. bill online?
Use M.U.D. My Account or Quick Pay from the official M.U.D. website. If you have a disconnection notice or service is already disconnected, call 402-554-6666 before relying on a payment route.
Where is M.U.D.’s corporate mailing address?
Metropolitan Utilities District, 7350 World Communications Dr., Omaha, NE 68122-4041.
Where is the M.U.D. payment drop box?
M.U.D. lists a payment drop box at the Operations Center Entrance, 3100 S. 61st Ave., Gate 1.
How is residential water measured on the M.U.D. bill?
Residential water is measured in CCF. One CCF equals 100 cubic feet, or 748 gallons.
What is the 2026 residential 5/8 inch water service charge?
Schedule W-1 lists the 5/8 inch residential water service charge at $13.02 per month, effective January 2, 2026.
What is the residential WIR rider?
The Water Infrastructure Replacement rider funds water main replacement costs. The WIR rider lists Schedule W-1 residential water service at $5.00 per month.
Why are sewer charges on my M.U.D. bill?
M.U.D. says municipalities set sewer rates, and M.U.D. invoices and collects sewer use fees and gives them back to the municipalities. For Omaha sewer-system emergencies, the listed public works number is 402-444-5332.
Does M.U.D. water meet drinking-water standards?
M.U.D.’s 2025 Water Quality Report says the drinking water continues to meet or exceed all state and federal standards.
Is there lead in M.U.D. water?
M.U.D. says lead is not detected in source water, finished plant water, or distribution mains. Lead risk is mainly localized to customer-owned lead service lines or home plumbing. For service-line questions, call 402-504-7029 or email lead@mudnebr.com.
Who is responsible for a leaking water service line?
M.U.D. repairs water mains. For service lines, property owners are responsible for making sure required repairs are made. M.U.D. says repairs require a permit from M.U.D., inspection, and codes require repair by a city-licensed master plumber.
How do I get utility assistance for an M.U.D. bill?
M.U.D. says the first step is to contact Nebraska Energy Assistance. Omaha-area number is 402-595-1258, and outside Omaha is 800-383-4278. The M.U.D. Home Fund and 211 are also listed assistance routes.
Who do I call before digging?
Call Nebraska 811 by dialing 811 or 800-331-5666, or file a request online. Nebraska 811 says locate requests must be placed at least two full business days before digging.
Is this the official M.U.D. website?
No. This is an informational guide. Confirm live balances, payment deadlines, fees, shutoff status, emergency notices, and account-specific rules with official Metropolitan Utilities District sources or your latest bill.
30-Second M.U.D. Checklist
Paying: use My Account or Quick Pay; call 402-554-6666 first if there is disconnection risk.
Emergency: gas/water/CO emergency = 402-554-7777, 24/7; gas odor = leave first, then call.
High bill: separate water CCF, gas therms, sewer/trash, WIR, fees, and late charges before disputing.
Water rates: 1 CCF = 748 gallons; 2026 5/8 inch residential service charge is $13.02; WIR residential rider is $5.00/month.
Water quality: 2025 report says water meets/exceeds state and federal standards; lead service line help is 402-504-7029.
Digging: call Nebraska 811 at least 2 full business days before digging; private lines may need private locating.