Utility Billing Frequently Asked Questions

1. What is required to turn the water on temporarily so I can clean an empty house or do some maintenance?
2. I have one account with the city already. What does it take for me to establish an additional account at another address?
3. I had a leak, can I get an adjustment on my water bill?
4. Does the city make exceptions in hardship cases?
5. I want service but I have a delinquent bill from an old account. How can I get service?
6. My water was cut-off and the Utility Billing Department is telling me that I have to pay $185 to  re-establish service. Why?
7. Can I turn the water back on myself?
8. My water has been cut-off. How do I re-establish service?
9. Why was I not notified in person before my water was cut-off?
10. I will not be able to pay my water bill before the cut-off date. What should I do?
11. I paid my bill so why did I receive a disconnect notice?
12. Why was I asked to bring my lease agreement or home purchase contract with me to set up a water account?
13. Are there ways to conserve water?
14. Why is my bill so high this month?
15. Why are my sewer charges higher than my water charges?
16. Does the city pay interest on my deposit?
17. When will I get my deposit back?

The city will set up a temporary account for two weeks for a $15 fee and a $40 deposit. The water and sewer charges will be deducted from the deposit after the account is finaled.

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2. I have one account with the city already. What does it take for me to establish an additional account at another address?

If your current account has a perfect pay history for the most recent twelve months, you can set up additional accounts with just the $15 account establishment fee. This fee can be billed to the new account. If you do not meet this criteria, you can pay the $15 fee plus the deposit that is appropriate for the type of account you are opening (residential - $75, small commercial - $100, large commercial - varies).

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3. I had a leak, can I get an adjustment on my water bill?

The city will make adjustments for sewer charges when a leak occurs because leaks do not always cause water to be sent back into the sewer system. Please remember, though, that residential customers are charged a maximum of $29.17 for sewer service. Any reduction in sewer bills will be very small for residential customers.

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4. Does the city make exceptions in hardship cases?

The city will work with any customer that is experiencing difficulty paying. We can extend the time that certain payments are due or make payment plans of up to six months for large balances. In no case are charges reduced or eliminated for hardship reasons.

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5. I want service but I have a delinquent bill from an old account. How can I get service?

Pay the past due amount and put up a deposit that is twice the amount of the normal deposit (The normal deposit for a residential account is currently $75.)

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6. My water was cut-off and the Utility Billing Department is telling me that I have to pay $185 to  re-establish service. Why?

After a meter is cut-off, we wait 5-7 days to hear from the customer. If the customer has not contacted us, we pull the meter from the ground and final out the account. If the customer has a deposit, it is applied to the account. To re-establish service, the customer must pay the old account in full, pay a $35 fee, and post a deposit that is twice the normal deposit. (A normal deposit for a residential customer is currently $75).  

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7. Can I turn the water back on myself?

Only after authorization from the Utility Billing Department. Tampering with a water meter could cause damage to the gate valve. Also, turning a meter on without authorization is considered theft.

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8. My water has been cut-off. How do I re-establish service?

The past due amount must be paid plus a $30 reconnect fee. Your water will be turned back on the same day if the payment is received before 3 p.m.

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9. Why was I not notified in person before my water was cut-off?

If your payment is not received by the due date, the city sends out a disconnect notice telling you the amount that is due and the date we will disconnect water service. This notice is the only notification you will receive. Our meter crew is instructed to turn off the water and quickly leave to avoid any kind of confrontation. They are not allowed to collect payment in the field nor are they authorized to negotiate terms to re-establish service.

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10. I will not be able to pay my water bill before the cut-off date. What should I do?

An extension must be requested in writing by mail to: (City of Conroe Utility Billing Dept. 300 West Davis, Conroe, TX  77301);  

Email to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it  or by fax to 936-522-3178.  

We will allow an additional one week to make the payment.  

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11. I paid my bill so why did I receive a disconnect notice?

We either received your payment after the disconnect notices were printed or we did not receive it at all. Call the Utility Billing Department at (936) 522-3170 to make sure your payment arrived. This is the only disconnect notice you will receive.

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12. Why was I asked to bring my lease agreement or home purchase contract with me to set up a water account?

If the previous occupant of your home had water service terminated for non-payment, we want to establish that you are a new occupant and are not responsible for the debt that was left owing. A lease agreement or contract is only required in this situation.

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13. Are there ways to conserve water?

Yes. The city has information on how to conserve water at your home or your business. Using less water lowers your monthly bills and delays the need for the city to spend money on additional water production and distribution facilities. Contact us to order a conservation brochure.

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14. Why is my bill so high this month?

There could be several reasons for abnormally high water use. Among them are:
1. Watering the yard and landscaping
2. A change in the number of people living in the household
3. A leak in the plumbing system, fixture, or water using appliance (see the "Checking for a Water Leak" section)
4. A faulty water meter
5. An incorrect meter reading
If you suspect a bad meter or an incorrect reading, call the Utility Billing Department
at (936) 522-3170.

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15. Why are my sewer charges higher than my water charges?

It is less expensive to operate a water system in this area than a sewer system. Ground water is readily available and it requires very little treatment before it is pumped into the water system. Once the water has been used, however, it requires a multi-stage process to filter out the impurities and clean the water to the standards required by our sewer treatment permit.

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16. Does the city pay interest on my deposit?

The city does not pay interest on deposits. Most deposits are $75 and any interest earned would be minimal when you deduct the costs to manage the program. The interest earned on deposits is used to help pay the costs of operating the water and sewer utility which helps maintain our low rates.  

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17. When will I get my deposit back?  

Your deposit will be refunded to you on one of two occasions. First, if you keep a perfect pay history for twelve consecutive months, the city will mail you a check in the amount of your deposit. Second, if you cancel service with the city, your deposit will be applied to any unpaid balance. The remaining amount will be mailed to the forwarding address that you supply us.

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