BUSINESS OFFICE

Frequently Asked Questions

WATER & SEWER ACCOUNTS ONLINE

The Question:

I just made a payment online or in the office, but it is not reflected in my Account Balance online. Why not?

The Answer:

Payments will NOT show in the ’Payment History’ section or be reflected on your account balance until it has been processed further (usually the next day). Click here to visit the Environmental Services Business Office web page.

BILLING & RATES

	Are your water meters accurate?
	Do you estimate water meter readings?
	How do you measure sewer usage for billing purposes?
	I’ve been away for two weeks, should my bill be this high?
	What are the rates based on?
	What are the rates for Irrigation?
	What are the rates for commerical use?
	What are the water rates for a single family?
	When can I get an adjustment for a pool fill?
	Why do I pay a monthly charge when I’m not using the water, or I’m away from home?
	Why is my bill so high?

DISCONNECTIONS & RECONNECTIONS

	Can I have my water turned off today?
	Can I turn my own water off?
	I have a financial crisis and cannot pay my utility bill. What can I do?
	I just received notice that my service will be disconnected if I don’t pay my bill. What do I do?
	Is there a fine for tampering with meters or hydrants?
	Should I have my water turned off while I’m on vacation?

METERS

	Can I upsize my water meter; if so, what are the sizes and charges?
	How Do I Read Your Meter?
	How do you check for a leak by looking at your water meter?
	How do you read my water meter when it is under dirt, mud, water, full of ants, or all fogged up?
	How do you read the meter?
	There are two water meters in the box, which one is mine?
	What is a "Residential Irrigation" Meter?
	What size is the typical residential water meter?
	Who determines where the water meter is located?
	Why are you changing my water meter?

PAYMENTS

	I received a message that my credit card was declined, what should I do?
	Is it safe to make a credit card payment online?
	What are your office hours and what is your contact information?
	What payment methods do you accept?
	Where can I pay my water bill?

SERVICE & DEPOSITS

	Can I get a separate meter for irrigation?
	Customer Security Deposits
	How do I get Water & Sewer Service; I’m new in the community?
	How do I transfer service from one address to another?
	How much notice must I give to Start Services?
	What is my balance and when is it due?
	What is the amount of deposit based on?

SEWER PROBLEMS AT HOME

	Can you tell me where the pipes are to my house?
	How can I determine the source of problem of a sewer blockage?
	Where are the water and sewer lines that serve my property?
	Who is responsible for damaged meter boxes and meters?
	Who is responsible for leaks?

WATER & SEWER ACCOUNTS ONLINE

	How can I view and pay my water bill online?
	How do I change my PIN number or email address?
	I just made a payment online or in the office, but it is not reflected in my Account Balance online. Why not?
	I received a message that my credit card was declined, what should I do?
	Is it safe to make a credit card payment online?
	What hours is the online system available?
	What if I forget my PIN?
	What should I do if I am unable to verify my email address using the email that was sent to me?
	What should I do if I can’t log in after enabling my online access?
	What should I do if I did not receive my email address verification?
	Where do I find my PIN number?
	Why do I have to enter my credit card information every time?
	Will I still be mailed a monthly bill if I sign up to access my account online?

WATER CONSERVATION SUGGESTIONS

	More Water Conservation Tips that will greatly decrease your water bill.
	The following suggestions are practices that everyone can use and will result in reduced water consumption by 15 - 25 percent without a deal of difficulty or discomfort.
	What are some general water saving tips?

WATER RESTRICTIONS

	What are the water restrictions at this time?

RESOURCES

Department Main Page SECTIONS Business Office    Announcements    Administration & Billing    Business Plan    Common Questions (FAQ)    One Stop Permitting Forms    Rates    Statistics    Utility Service Applications     Business     Residential    Water Accounts Online Planning, Engineering and Inspections (PEI) Reclaimed Water Solid Waste Management Wastewater Water Water Conservation

CONTACT INFORMATION Business Office Physical 500 West Lake Mary Blvd Sanford, FL 32773-7499 Mailing P.O. Box 958443 Lake Mary, FL 32795-8443 Phone: (407) 665-2110 (normal) Phone: (407) 665-0005 (after hrs) E-mail Environmental Services 500 West Lake Mary Blvd Sanford, FL 32773-7499 Phone: (407) 665-2000 Fax: (407) 665-2019 E-mail

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