Customer Service & Billing Questions
Pay Bill via Phone:
After hours EMERGENCY number
12300 Forest Hill Blvd.,
Wellington, FL 33414-5785
How do I set up an account?
For instructions on how to set up a RESIDENTIAL and COMMERCIAL account click here.
Why do I still have to pay a monthly fee even though my service is off or no water is used?Base charges are necessary to recover the on-going expenses required to keep service available to the property. Even though there is no water usage, the Department must operate and maintain the water and wastewater treatment plants, maintain the lines and lift stations, read the meters and mail the monthly bills. These costs continue to be incurred regardless of occupancy or actual water consumption. These charges are billed to all of the Utility’s Customers.
Who do I call in cases of an emergency?
Customer Service: (561) 791-4010 during normal business hours Monday – Thursday from 7:00am – 6:00pm
After-hours emergencies only: (561) 791-4037
When do I get my deposit back?
Deposits are returned as a credit on your account after 24 consecutive months of service as long as the following requirements have been met:
- The account has not been delinquent more than twice within the past 24 months
- Payment has not been refused by a bank within the past 12 months
- Service was not disconnected for non-payment within the past 12 months.
If not credited after 24 months, your deposit is credited to your account at the time of your final billing after deduction of outstanding charges.
Who do I call if I have a question about my bill?You can contact our Customer Service Center at 561-791-4010 Monday – Thursday from 7:00am – 6:00pm.
Why is my bill higher than normal this month?Water bills are based upon monthly meter readings indicating the amount of water delivered to the customer. The typical usage for a single-family residence is approximately 3 – 4 thousand gallons per person per month (without lawn irrigation). The most common reasons for high water usage are excessive irrigation and leaky plumbing fixtures.
What does a water meter box look like and where is it located?
The water meter box is located in the ground, typically along your front property-line, and is constructed out of concrete or heavy plastic. Click here to view photo for details.
What are the current water and wastewater rates?
Water & Sewer Rates and Charges: Inside & Outside the Village
I am away from my house a lot. Is there anything I can do to prevent someone from using my water when I am not there?If you plan to be away for an extended period of time, we suggest you to have your water meter turned off. This will prevent unauthorized water use or loss of water due to leaks or line breaks while you are gone. We require one business day notice
Where can I pay my bill?
There are several payment options available to you, please click here for details.
I forgot to pay my bill. How long do I have before my water is disconnected?An account is delinquent and will incur past due charges if payment is not received by the due date. If the entire past due balance is not received at our office within 10 business days of the past due statement date, your service is subject to termination without further notice.
How do I transfer service or cancel my account?
To transfer or cancel service, please notify us at least 3 business days in advance of the requested date of disconnection. Verification of an ownership change will be required to discontinue service. We will need a forwarding address to ensure the final bill and/or any remaining deposit is properly forwarded. Customers are responsible for all charges associated with the service address until the service is permanently disconnected. Call (561) 791-4010 for more information.
How do I report a water or sewer problem?
Call our Utility Customer Service department at (561) 791-4010 between the hours of 7am to 6pm Monday through Thursday. For emergencies after normal business hours please call our Water Treatment Facility at (561) 791-4037 [This is an after-hours emergency number only].
If you live in Buena Vida, Olympia or Villagewalk please contact Palm Beach County Utilities 24-hour Emergency Center, phone (561) 740-4600 and select option 1.
Do I need a deposit, if so, when do I get my deposit back?New Customers
Each new customer is required to place a security deposit with the village. Your deposit is returned as a credit on your account after 24 consecutive months of service provided:
- Your account has not been delinquent more than twice within the past 24 months.
- You have not paid with a check that has been refused by a bank within the last 12 months.
- Your service was not disconnected for non-payment within the last 12 months.
If you should move out of our service area and your deposit is still on record, it will be credited to your final bill. After deducting any outstanding charges, a check for the difference will be included with that bill.
If you move to a new location within our service area, your deposit can be transferred to your new address. You are allowed a month's overlap in service before another deposit is required.
Deposits may be waived if a former customer has had service within the preceding 24 months and had their deposit returned for good credit. Any former customer not meeting these requirements will be processed as a new account and be required to pay a standard utility deposit. Your deposit does not prevent the disconnection of service due to non-payment. If service is disconnected for non-payment of the account, an additional deposit may be necessary at the time of reconnection.