City of Shreveport — Water Customer Service: Comprehensive Guide for Residents and Businesses

Overview of Water Service Delivery

The City of Shreveport provides potable water and wastewater services to hundreds of thousands of customers across Caddo Parish through a centralized municipal utility system. Service encompasses source-water treatment, distribution networks (from 4‑inch residential mains up to 24‑inch and larger transmission mains), water metering, billing, customer accounts, and field operations such as leak repairs and hydrant maintenance. Utilities are managed to meet state and federal regulatory requirements and to maintain system reliability into multi-decade planning horizons.

As a utility customer you interact with several functional groups: customer service (billing, account setup, payments), technical operations (meter installation, main repairs, valve operations), and water quality/compliance (testing, reporting, public notices). Knowing which group handles which task will speed resolution: billing questions are resolved by customer service, while pressure, taste, or discoloration issues are routed to field operations and water quality staff for sampling and corrective action.

Billing, Rates, and Payment Options

Shreveport’s water bills typically itemize base service charges (often dependent on meter size), volumetric charges (hundreds to thousands of gallons), wastewater charges, and any municipal fees or taxes. Bills usually run on a monthly or bi-monthly cycle depending on customer class; commercial accounts often have different rate schedules than residential. Rate structures are periodically updated by the city; always consult the official rate schedule on the city website or your bill to confirm current unit charges and tiers.

Accepted payment methods commonly include online payments via the official portal, automatic bank draft (ACH), credit/debit card payments, in-person payments at municipal offices or designated payment centers, and night-drop payments. Late-payment penalties, returned-payment fees, and non-payment shutoff policies are enforced according to municipal code; customers should expect a past‑due notice and a generous cure period before disconnection. Financial-assistance options and payment plans are sometimes available for qualified low-income households — request a hardship or payment-plan application from customer service to avoid service interruptions.

Starting, Transferring, and Ending Service

To start or transfer service you normally must provide proof of identity, proof of residency or business ownership (lease, deed, or business certificate), and a security deposit if required. New-service activation may include a one-time connection fee and, in some cases, inspection or meter-installation charges if the property lacks an active meter. Turn-on appointments for physical activation are scheduled; if a technician must visit, anticipate a service‑call fee when work is related to customer request or non-standard meter installation.

When a service is terminated, the account should be closed in writing or through the customer portal to stop billing and to arrange a final meter read. Commercial accounts and multi-unit properties often have different transfer procedures and may require meter inspections to verify configuration. For renters, landlords and tenants should clarify who is legally responsible for utility charges to prevent disputes and credit impacts.

Water Quality, Testing, and Public Health Notifications

Shreveport complies with federal Safe Drinking Water Act requirements and publishes an annual Consumer Confidence Report (CCR) that summarizes water-quality sampling results, detected contaminants (if any), and compliance status. The CCR is typically produced for the previous calendar year and is posted online and distributed to customers by the city utilities department. If you are concerned about specific contaminants — for example lead or copper — request information on the city’s lead sampling program and the schedule for corrosion-control monitoring.

Federal standards set action levels and Maximum Contaminant Levels (MCLs); for example, the Lead and Copper Rule uses an action level of 15 µg/L for lead and 1.3 mg/L for copper (note: consult the CCR or municipal notices for local sampling outcomes). In the event of confirmed contamination or infrastructure events that compromise water safety, the city will issue a Boil Water Advisory (BWA) or Do Not Use notice via its emergency notification channels; follow the advisory text precisely and look for the official all-clear once corrective steps and verification sampling are completed.

Field Operations, Metering, and Leak Response

Residential meters are commonly 5/8″ or 3/4″ for single-family homes; larger services use proportional sizes based on estimated peak flow. Meter malfunction, estimated reads, or suspected tampering should be reported immediately. The utility uses monthly or bi-monthly meter-reading cycles — if you see an unusually high read, request a test of the meter; many utilities will test meters on request and may refund meter-test fees if the meter is proven defective.

Report visible leaks, sudden pressure loss, or discolored water as soon as possible. For leaks within private property (service line from meter to the structure), repair responsibility usually falls to the property owner; for leaks on the public side (main-to-meter), the city’s field crew will schedule repairs. To minimize damage, locate your interior shutoff valve and know how to access the outside meter shutoff; during a main break the utility will often set up a temporary bypass or provide bottled water depending on severity.

Emergency Response, Communication, and Dispute Resolution

In emergencies (main breaks, sinkholes, chemical spills affecting water), call local emergency services if there is immediate danger; for non-life-threatening utility emergencies, contact the water utility’s emergency line listed on your bill or municipal website so field crews can be dispatched. Customers should sign up for local alert systems (email/text notifications) and follow official city social-media channels for real-time updates during events that affect service.

If you dispute a bill or a charge, submit a written dispute through the customer-service portal or mail it to the utility’s billing office; include copy of meter readings, photos of suspected leaks, and any contractor invoices for private repairs. The utility has an escalation process: customer service, billing supervisor, and then a formal administrative review or hearing. Keep thorough records of all communications and timing to support appeals.

• Key resources and what to bring: Official municipal utilities page (search “City of Shreveport Utilities” on shreveportla.gov); bring photo ID, proof of address (lease or deed), Social Security number or EIN for business accounts, and a recent bill if transferring service.
• Practical checklist for customers: 1) Keep your meter accessible and clear of landscaping; 2) Read your meter monthly to spot spikes; 3) Keep copies of repair receipts for possible leak adjustments; 4) Enroll in online billing and emergency alerts; 5) Review the annual CCR each year (posted on the utilities page) to stay informed on quality and compliance.