Houston Water Bills — Expert Guide to Customer Service, Billing & Disputes

Overview and where to start

Houston water and wastewater service is administered by the City of Houston Public Works (utilities division). If you are a residential customer, start every unresolved billing issue by calling 3-1-1 from inside Houston or (713) 837-0311 from outside city limits; these lines route directly to billing and customer-service staff. For written policies, municipal ordinances, and online account management tools consult the city’s official pages at https://www.houstontx.gov/publicworks/water (current as of 2025).

In-person assistance is available at City Hall and designated utility customer-service centers; the main municipal address is 901 Bagby St, Houston, TX 77002. When you call or visit, have your 11-digit account number and most recent bill date ready — these are required to authenticate accounts and pull your billing history quickly.

What appears on a Houston water bill and how charges are calculated

Houston residential bills typically combine a fixed monthly service charge and one or more volumetric charges based on water consumption. The service charge covers meter maintenance and system access; volumetric charges are usually expressed as a rate per 1,000 gallons. To illustrate calculations, an example bill might show a service charge of $15.00 and a volumetric rate of $3.25 per 1,000 gallons: a household using 8,000 gallons would therefore pay $15.00 + (8 × $3.25) = $41.00 before taxes, wastewater charges, or other surcharges.

Bills also list wastewater (sewer) charges and often factor stormwater or drainage fees where applicable. Some neighborhoods are served by Municipal Utility Districts (MUDs) or private providers; always verify whether the City of Houston is your billing authority by checking the account address on the bill or calling 3-1-1.

Meter reading, estimated bills, and how to avoid surprises

Most Houston accounts are billed monthly. Actual meter reads are preferred; however, estimated reads occur when access is blocked or a read is missed. If your bill spikes and you suspect an estimate error, the fastest remedy is to submit a photo of the meter face (showing serial number and meter reading) via the city’s online portal or mobile upload function. Include the date and time on the photo for proof; a clear image eliminates ambiguity and often triggers a field-read within 48–72 hours.

Learning where your meter is located and how to read it is a high-value step for every homeowner. Typical residential meters are at the property line or inside a concrete box near the curb. Read the odometer-style numbers left-to-right for cubic feet or gallons and record daily readings for a week if you suspect a leak — that trend data is persuasive evidence during an adjustment request.

How to document and dispute a bill: procedures that work

If you believe your bill is incorrect, open a dispute immediately — best practice is within 30 days of the bill date. Effective disputes include three concrete elements: meter evidence (photo or field-read request), operational evidence (plumber receipts or repair invoices dated within the billing period), and usage history (the last 12 months of bills or a printout from your online account). Presenting these together reduces back-and-forth and expedites resolution.

For suspected leaks, request a formal leak adjustment review. The City typically requires verification of a repair (licensed plumber receipt or valve replacement proof) and may apply an adjustment limited to the excess consumption above normal baseline usage; policies vary, so provide time-stamped repair receipts and multiple meter photos when available. If the first-line representative cannot resolve your case, ask for escalation to the billing supervisor or a formal variance review; escalation contact procedures are published on the Public Works billing page.

Payments, late fees, reconnection and payment arrangements

Houston offers multiple payment channels: online payments through the municipal portal, telephone payments (card or ACH), mail, and in-person at City payment counters. Enroll in automatic bank draft (ACH) to avoid missed due dates. If a payment is missed, late fees and collection actions apply; while specific fee amounts change over time, expedite contact with 3-1-1 to set a payment arrangement — doing so often prevents disconnection and reduces reconnection complexity.

Reconnection after service termination typically requires full account curing plus any reconnection fee; for customers facing financial hardship, the City will discuss short-term payment plans or referrals to community assistance programs. Always request written confirmation of any payment plan and obtain the representative’s name and reference number for your records. Keep receipts, confirmations, and a log of dates and times you interact with customer service.

Practical checklist and key contacts

• What to have when you call or file online: 11-digit account number, complete service address, meter serial number (photo), last 12 months of bills (downloadable), plumber’s receipt if applicable, and a primary contact phone/email.
• When disputing a high bill: take daily meter reads for 7–10 days, photograph meter before/after repairs, obtain dated repair invoices, and request a field read within 48–72 hours. Keep copies of everything and ask for an escalation or supervisor review if you do not receive a resolution within two billing cycles.
• Key contacts and resources: Call 3-1-1 inside Houston or (713) 837-0311 outside the city. Visit https://www.houstontx.gov/publicworks/water for official policies, forms, and online account access. Main municipal address: 901 Bagby St, Houston, TX 77002 (City Hall).