Henderson Water Bill Help Center for Payments, High Usage, Leaks and Service Changes
This guide is for City of Henderson, Nevada water and sewer customers who need to pay a bill, use the new customer portal, call the right number, start or stop service, understand a high bill, apply for assistance, or avoid water-waste mistakes.
Each task below includes the official city link or phone number beside the step, so readers can move from problem to action without searching through multiple pages.
Fast answer: Henderson water and sewer customers can pay through the City of Henderson customer portal, pay by phone 24 hours a day at 702-267-5900, Option 1, or contact the Customer Care Center at 702-267-5900 during business hours. The office is at Henderson City Hall, 240 S. Water St., Henderson, NV 89015.
Important: water terminated for non-payment or failure to set up service is not treated as an after-hours emergency. If that is your situation, contact Customer Care during business hours. True after-hours water or sewer emergencies go through Police Dispatch non-emergency at 702-267-4913.
Henderson Water Bill Quick Facts
Henderson Water Bill Action Board: Use the Correct Official Step
Pick the card that matches the problem. Each card gives the practical next step and the official city link or number.
I need to pay now
Use the Customer Portal for online payment, account tools and usage notifications. Phone pay is also available 24 hours a day.
Open portalI need live help
Call Customer Care at 702-267-5900 or log in to the portal for live chat with a Customer Service Specialist.
Customer Care CenterI am moving in or out
Start, stop or transfer water and sewer service by calling Customer Care or visiting the first floor of City Hall.
Start / stop serviceI cannot pay on time
Check low-income, disability and delayed billing programs. Approved discounts apply to future bills only.
Utility assistanceMy bill is unusually high
Check landscaping times, pool use, toilets, softener, meter movement and leak adjustment eligibility.
High bill helpI may have a leak
Use the toilet, softener and meter checks, then apply through Online Forms after repair if the leak qualifies.
Find a leakHow to Pay a Henderson Water or Sewer Bill
Use the payment method that matches urgency. For service terminated due to non-payment, call Customer Care during business hours instead of treating it as an after-hours emergency.
| Payment path | Use it when | Official detail | Official action |
|---|---|---|---|
| Customer Portal | You want online payment, notifications, usage tools, live chat or account management. | The city’s new water and sewer customer portal supports more self-service tools and payment options. | Log in / pay online |
| Phone payment | You want automated 24-hour payment. | Call 702-267-5900 and select Option 1 to pay by phone. | Call 702-267-5900 |
| Customer Care phone | You need account help, shutoff questions, payment problem help or service changes. | Customer Care is available Monday–Thursday during posted business hours. | Customer Care details |
| In person | You prefer direct help or photo-ID verification for new service. | Visit the Development Services Center on the first floor of City Hall, 240 S. Water St. | See map |
| Portal live chat | You are logged in and want a Customer Service Specialist without calling. | Live chat is available through the Customer Portal account. | Open portal |
Henderson Customer Portal Tools Worth Using
Live chat
Log in to your Customer Portal account to access live chat with a Customer Service Specialist.
Open portalUsage notifications
The new portal highlights personalized account and usage notifications by email, call or text.
See portal highlightsMove-in / move-out tools
The new website adds improved self-service tools for move-ins, move-outs and account transfers.
Start / stop servicePast Due, Terminated Service or After-Hours Water Emergency
Find out whether it is billing or emergency
Water terminated for non-payment or failure to set up service is not considered an after-hours emergency.
Read emergency noteIf it is a billing shutoff issue
Call Customer Care at 702-267-5900 during regular business hours and ask what must be paid or completed to restore service.
Call Customer CareIf it is a true after-hours emergency
For after-hours water or sewer emergencies, contact Henderson Police Dispatch non-emergency at 702-267-4913.
Call 702-267-4913If you need more time regularly
Delayed Billing may add seven days for customers whose sole income arrives once a month, if approved.
Apply for delayed billingPast-due call script
Henderson Utility Assistance: Discounts and Delayed Billing
These are future-bill programs, not retroactive bill credits. Apply as early as possible.
| Program | Benefit | Basic eligibility | Official action |
|---|---|---|---|
| Low-Income Discount | Waives the monthly basic water and sewer service charge. | Primary account holder must be a Henderson resident and enrolled in Nevada Energy Assistance Program. Annual requalification is required. | Apply through portal |
| Disability Discount | Waives the monthly basic water and sewer service charge. | Primary account holder must be permanently disabled, and the account must serve the primary residence in Henderson. | See documentation list |
| Delayed Billing | Adds seven days to pay before a late fee is assessed. | Primary account holder’s only source of income is received once per month. | Submit Online Forms |
| Nevada Energy Assistance | May help customers qualify for Henderson’s Low-Income Discount. | Eligibility is determined by the State of Nevada Division of Welfare and Supportive Services. | Apply through Access Nevada |
Local resource: Heritage Park Senior Facility
City assistance page lists Senior Services Office, 300 S. Racetrack Rd., with weekday assistance hours and 702-267-2956. Call ahead.
Local resource: HopeLink
Henderson assistance page lists HopeLink of Southern Nevada at 178 Westminster Way and 702-566-0576. Call ahead for appointment needs.
Referral resource: Nevada 211
Dial 2-1-1, call 1-866-535-5654, or text 898211 for free confidential referrals.
Start, Stop or Transfer Henderson Water and Sewer Service
Residential start/transfer
Call Customer Care at 702-267-5900 or visit the Development Services Center on the first floor of City Hall.
Start service detailsResidential deposit
The residential deposit is a minimum of $150 and is collected when the account is created.
Deposit policyIdentity verification
Henderson uses Experian for identity verification over the phone. If you prefer not to provide that information, open the account in person with photo ID.
Visit City HallDeposit refund timing
Deposits may be credited after 14 months of on-time payments or applied to the closing bill. Refund checks can take up to 8 weeks after closing.
Refund rulesWater and Wastewater Rates: Why the Bill Changes by Month
Daily calculation
Henderson says charges are calculated on a daily basis, so service period length can change the bill slightly.
Read rates pageMeter reading days
Water meters are read Monday through Thursday. If the read date falls on a weekend or holiday, it is read the next available workday.
Billing cycle ruleTiered rate structure
Monthly water and wastewater rates include flat service charges and volume consumption charges under tiered rates.
View rate structureHigh Henderson Water Bill Checklist
Outdoor use first
- About 60% of most home water consumption is used outdoors, especially in summer.
- Check landscaper schedules and irrigation clocks.
- Do not water on Sundays.
- May 1–Aug. 31: no irrigation between 11 a.m. and 7 p.m.
Pool use
- If you fill the pool several times a week, check for a leak.
- Look for falling pool water level.
- Check auto-fill valves.
- Compare pool timing to high-bill month.
Meter check
- If meter read on your invoice is higher than the actual meter, call Customer Care.
- If actual meter is the same or higher, check watering and leaks first.
- Use toilet and softener tests below.
High-bill call script
Find a Leak and Request a Leak Adjustment
Henderson says customers are responsible for all water that passes through the meter, but the Leak Adjustment Program may help after a significant qualifying leak is fixed.
| Step | What to do | Why it matters | Official action |
|---|---|---|---|
| Check toilets | Turn off the toilet valve behind the toilet. If meter movement stops, that toilet likely has a leak. Repeat for each toilet. | Toilet leaks can run silently and create a large bill. | Toilet leak steps |
| Check softener | Bypass the water softener. If meter movement stops, the leak may be in the softener. | Water softeners can waste water without obvious pooling. | Softener check |
| Repair first | Fix the leak and keep proof such as receipts, photos, invoices or parts documentation. | Proof of repair is required for program review. | Submit Online Form |
| Meet timing rules | Submit within 12 months of the leak and show usage returned to normal for at least one subsequent billing cycle. | Late or incomplete requests may not qualify. | Review eligibility |
| Know the limits | Program allows up to two adjustments within five years and covers a maximum of up to three billing cycles if qualified. | This prevents overpromising a full bill waiver. | Adjustment details |
Henderson Watering Schedule and Water Waste Rules
Summer time restriction
From May 1 through August 31, irrigation between 11 a.m. and 7 p.m. is not allowed.
Read time ruleWater waste examples
Water waste includes water running onto sidewalks, pavement, gutters, streets, alleys, drains or rights-of-way.
Water waste rulesLandlord, Property Manager and Rental Property Notes
Business/property management service
Property managers, realtors and agents may need to complete a Contact Henderson case. Processing may take 3–5 business days.
Service request rulesContinuous service
Landlord services can help eligible rental properties avoid interruption when tenants move out.
Landlord servicesLeak at rental property
The leak adjustment is premise-based and requires proof of repair, normal usage restored and program eligibility.
Rental leak infoHenderson Utility Services Map and Office Visit Plan
Use this map for Henderson City Hall, 240 S. Water St., Henderson, NV 89015. Utility Services and the Development Services Center are tied to City Hall, but check the current customer-service page before visiting.
Bring
Bill, account number, service address, photo ID, payment method, lease/closing details, repair proof if asking about a leak.
Ask
“Is my account current now, and is there any pending payment, deposit, termination issue or service request still open?”
Best for
Identity verification, new service, deposit questions, complicated account changes and in-person support.
Official Henderson Utility Links Used in This Guide
Henderson Water Bill FAQ
How do I pay my Henderson water bill online?
Use the City of Henderson Customer Portal at mywateraccount.cityofhenderson.com. You can also reach the portal through the city’s Pay My Bill Online page.
What is the Henderson water bill phone number?
Call 702-267-5900 for the Customer Care Center. To pay by phone 24 hours a day, call the same number and select Option 1.
Where is the Henderson Utility Services office?
Henderson Utility Services is tied to Henderson City Hall, 240 S. Water St., Henderson, NV 89015. For start, stop or transfer service, the city points customers to the Development Services Center on the first floor.
How do I start water service in Henderson?
Call Customer Care at 702-267-5900 or visit City Hall. Personal identifying information is requested to establish service, and the residential deposit is a minimum of $150.
Can I get my Henderson water deposit back?
Yes, if eligible. The city says deposits may be credited after 14 months of on-time payments or applied to the closing bill when service is discontinued. Refund checks can take up to eight weeks after account closure.
Does Henderson offer water bill assistance?
Yes. Henderson offers low-income and disability discounts that waive the monthly basic water and sewer service charge for eligible customers, plus Delayed Billing for customers whose only income arrives once per month.
Why is my Henderson water bill high?
Common causes include more days in the billing cycle, summer landscaping, irrigation schedule changes, pool use, toilets, water softeners and leaks. Start by checking watering habits and meter movement.
Can Henderson adjust a high bill caused by a leak?
Possibly. The Leak Adjustment Program allows up to two adjustments within five years, applies to qualifying leaks that more than doubled normal usage, and can cover up to three billing cycles if all rules are met.
What are Henderson watering restrictions?
Watering on Sundays is never allowed. From May 1 through August 31, irrigation between 11 a.m. and 7 p.m. is also not allowed. Assigned watering days depend on your address group.
Who do I call for an after-hours Henderson water or sewer emergency?
For true after-hours water or sewer emergencies, call Henderson Police Dispatch non-emergency at 702-267-4913. Water terminated for non-payment or failure to set up service is not considered an after-hours emergency.