OKC Water Customer Service — Expert Guide for Customers

Overview of OKC Water Customer Service

Oklahoma City’s water utility (commonly referred to as OKC Water or the Utilities Department) provides potable water, wastewater collection, and stormwater management to more than 700,000 residents regionally. Customer service is structured around billing, service initiation/termination, emergency response, water quality communications and developer/engineering support. The utility publishes an annual Consumer Confidence Report (CCR) and posts rate updates and capital plans on the city website (okc.gov) to maintain regulatory transparency and customer access to data.

Typical customer interactions fall into three buckets: account and billing questions, service outage or emergency reporting, and quality or meter inquiries. Expect routine non-emergency requests (new service, deposits, account changes) to be handled during normal business hours, and 24/7 protocols for water main breaks and public-safety events. This guide explains practical steps, timelines and what to expect when you contact OKC Water.

How to Contact and Hours of Operation

For non-emergency account services (new service, billing disputes, payment arrangements), customer service is available during standard business hours — generally Monday through Friday, 8:00 a.m. to 5:00 p.m. local time. The most reliable channel for up-to-date contact information is the city’s utilities pages at okc.gov; those pages list current phone numbers, office locations and an online customer portal link for account management.

For emergencies that present immediate public danger or flooding, call 911. For non-life‑threatening water emergencies (main breaks, sewer backups affecting public right-of-way), OKC maintains a 24/7 utility emergency dispatch line; the number for this line is posted on every utility bill and on okc.gov under “Report a Problem.” Use the emergency line outside of business hours to request immediate field crew response.

Billing, Payments and Account Management

Bills are typically issued on a monthly cycle and include: account number, service address, meter read dates, billed consumption in gallons, current charges (water, wastewater, stormwater where applicable), taxes/fees and any past-due balance. Residential consumption in Oklahoma’s climate commonly ranges from 3,000 to 12,000 gallons/month depending on season; many customers see higher usage in summer due to irrigation. If you suspect a leak or high consumption, request a detailed usage history — utilities provide 12–24 months of reads via the online portal to spot trends.

Payment options commonly include: online payments through the utility portal, automatic bank draft (ACH), pay-by-phone, in-person at designated payment centers and drop-box payments. Expect online convenience fees for third-party card processors (commonly $2–$5 per transaction); ACH or e-check options are often free. If you need payment assistance, request a payment arrangement early — utilities frequently offer structured plans to split overdue balances over several months to avoid service termination.

• Documentation to open service: valid photo ID, proof of tenancy or deed, and a social security number or tax ID for account verification; deposits may be required (typical range $100–$300 depending on credit status).
• Deposit/fee examples (subject to change): security deposits or a first/last billing charge; tap fees and new meter installations are separate capital charges handled by developer services or field operations.

Starting, Stopping and Transferring Service

To start service you will typically provide identification, a service address, an anticipated start date and payment for applicable deposit/activation fees. Utilities generally require notice of 1–3 business days to schedule a meter reading or turn-on; same-day requests may not be available in all locations. Transfers between tenants are processed by account change and a final meter read is requested to bill the outgoing customer accurately.

When stopping service, provide a final read request with a forwarding address and allow 1–3 business days for final billing. If work is required at the meter (re-keying, meter replacement) that is billed separately; large commercial meter installations or service relocations follow a permitting and engineering review and may take weeks to schedule depending on construction complexity.

Outages, Breaks and Emergency Response

OKC Water operates field crews and contractors who respond to mains, service leaks and sewer overflows. Prioritization follows public-safety impact: ruptured mains on arterial streets and sewer overflows to public spaces are highest priority. Field response time targets are often expressed as: initial dispatch within 60 minutes for high‑priority incidents and within 24–72 hours for non-critical service repairs — actual times vary by workload and weather events.

Customers should document issues with photos and exact location (nearest address, cross-streets) when calling or submitting online reports. If you smell gas, see structural threats or encounter sewage in a structure, evacuate if necessary and call 911 first; then notify the utility emergency line to dispatch crews and coordinate cleanup or boil-water advisories if required.

• Emergency reporting checklist: 1) location with landmark, 2) visible impact (sinkhole, standing water, raw sewage), 3) any immediate hazards (downed lines, gas smell), 4) contact phone for follow-up.
• Boil-water advisories and service restoration notices are communicated by multiple channels: recorded phone messages, the utility website, social media, and local media outlets; preserve notification emails/texts from the utility for proof of advisory lifting.

Water Quality, Testing and Consumer Confidence Reports

The utility publishes an annual Consumer Confidence Report (CCR) summarizing regulated contaminants, monitoring frequency, and compliance status for the previous calendar year (for example, the 2023 CCR reports monitoring data collected during 2022). The CCR details lead and copper sampling results, disinfection byproducts, nitrate levels and any violations. If you are on a private well or have lead service lines on your property, follow specific guidance listed in the CCR for sampling and mitigation.

Customers can request targeted water testing (e.g., lead sampling at the tap) through instructions on okc.gov — there may be a nominal lab fee or approved third-party lab list. For recurring concerns (taste, odor, discoloration) the utility can conduct a source-to-tap investigation that includes verifying treatment plant parameters, reviewing recent hydrant flushing, and offering follow-up sampling within 7–30 days depending on the issue complexity.

Conservation, Assistance Programs and Developer Services

OKC offers conservation programs such as rain sensor and irrigation rebates, low-flow fixture discounts, and public education campaigns; program specifics (rebate amounts, eligibility) are posted on the utility’s conservation pages and typically updated annually. Income-qualified customers should inquire about affordability programs, bill credits, or social-service partnerships that can provide short-term assistance; enrollment often requires proof of income and residency documentation.

Developers and contractors work with the utility’s engineering and permit office for new taps, public-main extensions and plan reviews. Tap fees and capital recovery charges vary by meter size and meter location — minor residential 3/4″ meter taps are often the lowest fee category, while commercial meters (2″ and above) require detailed hydraulic review, impact fees and potential oversizing charges. Contact the utility’s developer services page on okc.gov for current fee schedules, standard details, and submittal checklists.

How do I start the water service in OKC?

To start Oklahoma City water, sewer and/or trash service, visit okcutilities.com and select “Start Service,” or call Utilities Customer Service at (405) 297-2833, 8 a.m. – 5:00 p.m. Monday through Friday.

How to pay water bill in OKC?

Pay bills, request service or manage your account 24/7 usiing the online customer portal at okcutilities.com. You can also use the telephone voice prompt system by calling (405) 297-2833. For water outages, emergencies or sewer back-ups (24/7), call (405) 297-2833, Ext. 1.

How much does it cost to start a water service?

Cost to Install Water and Septic on Land

Type of Utility	Average Cost to Install
City water	$1,000–$6,000
Well water	$5,000–$10,000
City sewer	$1,500–$5,700
Septic	$3,400–$11,500

Mar 17, 2025

How to set up a water utility at a new home?

Let your current provider know your move-out day at least one week in advance so it can shut off service accordingly. Then, contact your new provider to arrange for water service to be turned on or transferred to your name on your move-in day. If you’ll have the same water supplier, just tell them your new address.

How do I report a water leak in Oklahoma City?

If you detect a leak in your house and need your water turned off at the meter, call 405-297-2833, or call 405-297-3334 for emergencies.

What is a customer number on a water bill?

How to Read Your Water Bill. A. Your account number is easy to spot at the top of the bill. Your account number is comprised of two sets of numbers. The 7-digit number to the left of the dash is your customer number.