Frequently Asked Questions

 

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How do I read my meter?

Click here for all meter & leak related information

What is an emergency?

Every call is treated as a priority. Whether during or outside of normal business hours, we respond immediately to major water leaks, sewer back-ups or any other concerns that may be a health or safety hazard. If you’re unsure if your issue is an emergency, please contact us for clarification. During normal business hours, you will speak with a staff member. After hours, we provide a full-time answering service that will immediately dispatch an operator to meet your needs.

How can I contact customer service?

Click here to contact us.

How much is my bill?

Your billing cycle is normally a 30-day cycle. You will receive your bill at approximately the same time each month with the total amount due. More than likely, your current water bill does not reflect what has taken place in the past couple of weeks. Please note that if you did not receive your bill, please click here to contact us.

My bill seems higher than USUAL

First, go check your meter. Your reading should be a bit higher than what’s shown on your bill, because you’ve been using water since we issued your bill. If it is not, please contact us immediately. Second, review your monthly statements to compare your usage to the same month in the previous year shown on the one page bill. Look at differences in water usage, not just the total monthly amount of your bills.

A number of things can cause a higher monthly bill. Increases can be caused by the following:

  • adding a guest or resident
  • irrigation or outdoor watering (or problems with these items)
  • seasonal changes, such as summer heat
  • new appliance
  • added bathroom
  • spending more time at home

If none of these apply, check for leaks. To help lower your overall usage, read our water conservation tips.

When is my meter read?

Each district is on a 30-day billing cycle. The meters are read 4-6 days before the bills are mailed out, to allow time for rain days and printing the bills. By law, your meter must be accessible to the meter reader with no hazards. If the meter is not accessible, your meter will be estimated. Meters not accessible may be assessed penalties.

I have no water – what should I do?

We make every effort to avoid inconveniencing our customers with unscheduled water shutoffs, but occasionally these circumstances are out of our control. Most water outages are the result of water main breaks that we cannot predict. It is impossible for us to give advanced notice of these interruptions. On rare occasions when we must interrupt your water service to improve or maintain the system, please feel free to call us for updates. If your water has been disconnected due to non-payment, please contact our office here to make a payment, once payment is received it can take up to 24 hours to reconnect.

What is the delinquent payment process?

After bills are mailed, you have a minimum of ten days and up to 20 days to pay your bill. A late fee is assessed after the due date. If the bill remains unpaid, the account is moved to a “disconnect” status, and if the account remains unpaid, the water is disconnected. In order to reestablish service, a reconnect fee and the entire past due balance must be paid in full. Tags and notices are also delivered to help remind you of your due date. Those signed up for online billing will also be sent an email reminder that the bill is due soon.

Who should I call for water leaks?

Leaks that occur on the District’s main lines and up to the water meters are handled by Gulf Utility. Leaks that occur from the water meter to the house are handled by you or your plumber. If the leak is from the meter to the street, report the leak here anytime day or night.

Where is my water shut-off valve?

Your main water shutoff valve controls all of the water coming into your house. Everyone in your home should know where the valve is and how to turn it off. In case of an emergency, such as a burst pipe, shutting off the water quickly could prevent costly damage from flooding.

If you’ve ever had to turn off the water in the whole house just to change a washer, you understand how a shut off valve can make everybody’s life easier, especially if you had to go to the plumbing store halfway through the job. If you live in an older home or your builder didn’t install a main shut-off valve, you are required to have one installed according to the state plumbing code.

The valve located at the inside of the meter box is the property of the district. Please call Gulf Utility to assist with turning it off.

My water is discolored – what should I do?

Start by locating the water faucet closest to the outside pipe which brings incoming water from the meter. Typically this will be in the garage or kitchen. Run this tap (cold water) until it is clear. If this does not resolve the issue, please contact our office here so we can help resolve the issue. If the problem is in an area of the house that is not used often you may also flush test these areas until it clears out. Please note time, areas of home, and how often the issue occurs.

What are the rules for installing a pool, fountain or irrigation system?

Your District does not offer a discount for filling pools. Please note that a typical pool can cause monthly water costs for building and maintaining a pool to vary depending upon the size, pumps, maintenance plan and evaporation rate. A typical pool takes about 12,000 gallons of water to fill. For more specific details on your pool, please contact your pool builder or contractor. Most local jurisdictions require a backflow preventer—please confirm with your installation company.

**New installations of pool, irrigation systems or major plumbing work must be inspected by Gulf Utility. Call our Customer Care line (number here) and ask for a Customer Service Inspection.
(Note: Customer Service Inspections are required by law.)

What are my payment options?

Gulf Utility offers 4 locations to make a payment. We have a drop box at all office locations. (NO CASH ACCEPTED)When dropping off a payment it is important to make sure that your current address and account number is located on the payment to insure the payment gets applied to your account. Gulf Utility service accepts checks, money orders, and some of the districts offer pay by phone and online payments (echeck, visa, mastercard or discover). If you have any questions about how you are able to pay please see the contact page here for a list of our office hours or for contact information to speak to a customer service representative.

How can i verify that my payment has been received?

Your updated payment information can be accessed through our Resident Portal here. You can also contact a customer service representative at (281) 355-1312.

what information can i find on the portal?

Using their login information when visiting the portal, residents can access their payment history, billing statements, work order history, district rates/fees, and water usage reports.    

How long does it take for my payment to be processed?

Depending on your method of payment, it can take up to two weeks for Gulf Utility to post your payment.  Please be aware that third party payments are not automatically posted to our system.  Third party payment centers (ex. Bill Pay) must cut and mail checks to Gulf Utility Service, therefore resulting in delayed posting to your account.  If paying by mail, please ensure that your account number is included with your payment.  Also, please verify that your payment is mailed to Gulf Utility Service’s correct address to ensure that we receive your payment in a timely manner.   

can i make a payment over the phone?

To make a payment over the phone, you can call our office at (281)355-1312 and follow the prompts.  This option will allow you to make a payment through an automated system using Payclix. To speak to a Payclix representative, call (866)729-2549.

Can i change my due date or get an extension on my bill due date?

Customers are not able to change the billing dates. These are set dates that are for all of the customers in the district and cannot be changed. Gulf Utility manages several districts. Each district has its own specific set of guidelines that must be followed.  If you are requesting an extension, please call customer service at (281)355-1312 for information on your district’s guidelines.

how much time do i have to make a payment after i receive a disconnect notice?

Once a disconnect/late notice has been mailed, the customer has until the date printed on the late notice to make a payment and avoid being disconnected.

why can't i pay for my deposit/application fees over the phone or online?

The online payment system requires a valid account number to process a payment. Since deposit/application fees are paid prior to account setup, the system is unable to process these types of payments via the phone or online.

why do i have to pay a monthly rate even when i have no water usage?

Districts require a minimum monthly fee to help cover the cost of maintenance at the plant.

I have low water pressure – what should I do?

Low water pressure can be caused by problems at the water plant, home leaks, faulty water softener systems or running faucets. If no leaks are discovered, contact our office immediately so we can go out and investigate.

How can i get my water service started? what do i need?

For Gulf Utility to begin services at your new home, you will need to provide a completed application, copy of driver’s license, copy of lease or purchase agreement, and a check or money order for the deposit and application fees.  Please note that the fees vary depending on the district that you reside in.  For additional information, please contact customer service at (281)355-1312.

How do I cancel my water service?

Customers are able to click the cancel service form below to print out the form to return to Gulf Utility Service. If you are unable to print please Contact our office at 281-355-1312 or click here to have a customer service representative call you back. Once we receive a cancel service form we will disconnect the water on the specified cutoff date, read the meter, and send the final bill to the specified new billing address. Please select the link below to print the cancel service form. Once the form has been filled out please email it to our customer service department. 

What should I do if I leave my house due to emergency such as hurricane, vacation, etc.?

We recommend that you turn off all water inside the house. Turn off all faucets and turn off the toilets at the base. If you feel you need the water turned off at the meter, please contact Gulf Utility for assistance.