El Paso Water Company — Customer Service: Practical Guide for Residents and Businesses
Contents
- 1 El Paso Water Company — Customer Service: Practical Guide for Residents and Businesses
- 1.1 Overview and jurisdiction
- 1.2 Primary contact channels and locations
- 1.3 Billing, rates, deposits and common fees
- 1.4 Payment options and customer assistance programs
- 1.5 Service requests, outages and emergency procedures
- 1.6 Water quality, testing and consumer reports
- 1.7 Disputes, leak adjustments and escalation steps
- 1.7.1 Checklist for new service or transfer (documents to bring)
- 1.7.2 How much is a normal water bill per month?
- 1.7.3 How much is the average water bill in El Paso?
- 1.7.4 Where can I pay my utility bill in El Paso?
- 1.7.5 How to pay El Paso Water?
- 1.7.6 Will Ruth pond El Paso Water?
- 1.7.7 What is a normal water bill in Texas?
Overview and jurisdiction
El Paso Water (EPWater) is the municipal water utility serving El Paso County and portions of surrounding areas. The utility operates potable water production, wastewater treatment, and stormwater collection assets, and maintains an integrated customer billing and service system used by more than 300,000 service accounts. As a city-owned utility, its policies are set by the utility management under oversight from elected officials, and customers receive annual regulatory disclosures such as the Consumer Confidence Report (CCR).
Understanding which portions of the metropolitan area EPWater serves is critical when opening or transferring service: boundaries change with annexation and wholesale contracts. If you’re unsure whether EPWater covers a particular address, the quickest check is the official site (epwater.org) or a direct serviceability check with customer service before signing lease or construction contracts.
Primary contact channels and locations
For most routine needs—new service, account transfers, billing questions—start with EPWater’s customer service team. The main Customer Service Center and administrative offices are located at 1154 Hawkins Blvd., El Paso, TX 79925; confirm hours and holiday closures online. The utility maintains a comprehensive website (https://www.epwater.org) with an online portal for payments, usage history, and outage alerts.
Key contact methods (useful to save now):
- Website & online account portal: https://www.epwater.org — pay bills, enroll in autopay, view 24‑month usage graphs and download statements.
- In‑person: Customer Service Center, 1154 Hawkins Blvd., El Paso, TX 79925 — bring photo ID and recent bill for transfers or disputes.
- Emergency reporting: EPWater operates 24/7 emergency dispatch for main breaks and sewer backups — report urgent incidents through the emergency line listed on the website or the online outage report form.
Billing, rates, deposits and common fees
EPWater bills on a roughly 30‑day cycle; the bill lists a meter read date, usage in CCF or gallons, base service charge and volumetric charges. Typical residential bills vary widely by season—summer irrigation can double the volumetric portion—so expect monthly bills to commonly range from about $30 in minimal months to more than $150 in peak irrigation months for single‑family homes. The monthly statement also shows any past due balance, late fees and the next due date.
When opening or transferring service, EPWater may require a security deposit based on credit history or account type; deposits frequently equal one to three months of expected usage for residential customers or a set dollar range (confirm exact policy with customer service). Other common fees include a one‑time account establishment fee, disconnect/reconnect fees (if applicable), and returned check fees; for large commercial accounts there are separate meter testing and meter size fees.
Payment options and customer assistance programs
EPWater supports multiple payment channels: online card or e‑check through the portal, automated bank draft (autopay), phone payments, pay‑by‑mail with coupon, physical drop boxes at the Customer Service Center, and authorized walk‑in locations. Autopay reduces the risk of late penalties; the portal also allows paperless billing and text/email reminders. For businesses or landlords, the portal supports multiple account management and e‑billing for batch invoices.
If you face financial hardship, EPWater typically offers temporary payment arrangements, budget billing or deferred payment plans; program details and eligibility differ by year and income documentation. Low‑income customers should inquire about city and community partner assistance programs—charitable organizations and municipal assistance funds often provide one‑time grants to prevent shutoffs. Always request a written agreement for any payment arrangement and note the number of instalments, due dates and consequences of default.
Service requests, outages and emergency procedures
Non‑emergency service work (meter issues, routine repairs, leak investigations) is normally scheduled within 3–10 business days. For visible main breaks, sinkholes, or raw sewage exposure, use the emergency phone or web form for immediate dispatch; utilities prioritize public‑safety incidents and aim for on‑site response in hours for severe breaks and within 24–48 hours for less urgent mains. Take photos, record the exact address and meter number, and keep copies of any interaction reference numbers.
Before scheduled maintenance or planned outages, EPWater commonly notifies affected customers 24–72 hours in advance by mail, email or automated phone message if you are enrolled. For long outages, the utility may provide bottled water distribution sites or boil‑water notices—adhere strictly to boil‑water instructions and wait for the “all clear” notice before resuming normal consumption.
Water quality, testing and consumer reports
EPWater publishes an annual Consumer Confidence Report (CCR) summarizing source water, contaminant testing results and compliance with EPA and Texas Commission on Environmental Quality (TCEQ) standards. CCRs are required to be distributed by July 1 each year and include last year’s sampling results; customers can request a printed copy or find it on the website. If you are concerned about lead, copper or localized plumbing issues, request a targeted sample or guidance—EPWater provides instructions for collecting samples and may coordinate testing with certified labs.
Routine water quality monitoring follows federal/state schedules: monthly/quarterly checks for common parameters and annually for some contaminants. If you detect unusual taste, odor, discoloration, or health symptoms, report it immediately and follow the utility’s guidance; in many cases the utility will schedule follow‑up sampling within a defined timeframe and explain corrective actions and timelines in writing.
Disputes, leak adjustments and escalation steps
If you dispute a bill, start by contacting customer service and requesting a formal review; provide meter readings, photos of leaks, repair receipts and a written timeline for the issue. Utilities typically have an internal appeals window (often 30 days) and may grant a one‑time leak adjustment based on documented repairs—adjustments are not automatic and depend on proof of timely repairs and reasonable usage history comparisons.
If a dispute is unresolved after the customer service review, escalate in writing to EPWater management or the utility’s customer advocacy unit; keep all reference numbers and copies of correspondence. For municipal utilities, unresolved disputes can also be raised with city officials or the City Council member for your district; include account number, dates, meter numbers and a concise chronology. Documenting everything speeds resolution and preserves your eligibility for any retroactive adjustments.
Checklist for new service or transfer (documents to bring)
- Valid photo ID (driver’s license or passport), proof of ownership or lease agreement, and a recent utility bill for address verification.
- Social Security Number or Tax ID for credit check when required; deposit payment form (credit card, cash, or check) if needed to activate service.
- Completed service application form (available online or at the Customer Service Center) and, for commercial accounts, a completed W‑9 and expected demand profile.
How much is a normal water bill per month?
Average water bill cost by state
| State | Average monthly water bill* |
|---|---|
| California | $77 |
| Colorado | $39 |
| Connecticut | $69 |
| Delaware | $46 |
How much is the average water bill in El Paso?
Monthly Minimum Water Charges
| Meter Size | Minimum Monthly Bill* |
|---|---|
| 2″ | $33.94 |
| 3″ | $67.77 |
| 4″ | $101.17 |
| 6″ | $153.36 |
Where can I pay my utility bill in El Paso?
To drop off your El Paso Electric bill payments in person, a 24-hour payment drop box is located at the Stanton Street location in El Paso, Texas. Please do not deposit cash or payments on termination notices at the payment drop box. Payments will be processed the next business day.
How to pay El Paso Water?
Online
- Pay With: Checking/Savings. Credit/debit card (Visa, MC, Discover) PayPal. Venmo.
- Post On: Posts within 1 hour.
- Fee: No Fee.
- Registration/Enrollment: Log in to or create an account for full Self-Service Experience. Login as guest for limited options. Pay Bill.
Will Ruth pond El Paso Water?
Will Ruth Pond will be a large-scale stormwater pond designed to reduce the flood risk and increase public safety in Northeast El paso. The pond will help decrease flooding along Dyer Street and remove hundreds of properties out of the flood zone. Will Ruth Pond will be the largest stormwater pond in the city.
What is a normal water bill in Texas?
An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview The average monthly water bill in Texas ranges from roughly $37 to $45. However, costs vary significantly by city and individual water usage, with some sources citing a Texas monthly average of $37 and others closer to $45. Bills depend on water consumption, with different rates applied for different usage tiers, and a monthly cost of around $39.83 for 5,000 gallons in a 2024 survey. Factors influencing your bill
- Location: Water rates differ significantly between cities and municipalities.
- Water Usage: Bills are typically tiered, meaning the more water you use, the higher the per-gallon price.
- Household Size: Larger homes and more residents generally use more water, leading to higher bills.
- Leaks: Leaky toilets or faucets can significantly increase water usage and your bill.
- Sewer Costs: Water bills may also include charges for wastewater and sewage services, which can vary.
AI responses may include mistakes. Learn moreWater & Wastewater Survey | Texas Municipal League, TXA total of 128 cities reported that they provide water service to their residents. The average cost of water usage of 5,000 gallon…Texas Municipal LeagueAverage Utility Costs in Texas 2022 | Texas Moving USATexas Movers(function(){
(this||self).Bqpk9e=function(f,d,n,e,k,p){var g=document.getElementById(f);if(g&&(g.offsetWidth!==0||g.offsetHeight!==0)){var l=g.querySelector(“div”),h=l.querySelector(“div”),a=0;f=Math.max(l.scrollWidth-l.offsetWidth,0);if(d>0&&(h=h.children,a=h[d].offsetLeft-h[0].offsetLeft,e)){for(var m=a=0;mShow more
