Houston Water Account Help Center for Payments, High Bills, Service Requests and Usage Alerts
This guide helps City of Houston water and wastewater customers pay a bill, log in to the official account portal, print old bills, start or move service, request a high-bill adjustment, estimate 2026–2027 charges, and report leaks or water/sewer issues through 311.
Every task includes the official Houston Water Billing link, phone number, form or 311 route beside the step, so customers can act quickly instead of reading generic water-bill advice.
Fast answer: Pay or manage a City of Houston water bill through the official Houston Water Billing portal. An online profile lets customers view and pay bills, enroll for paperless eBill, view usage history, create and track service requests, and access online forms.
Need billing help? Call Houston Public Works Utility Billing at 713-371-1400, Monday through Friday, 8am–7pm. For non-emergency city service requests such as water/sewer leaks or 311 tracking, dial 3-1-1 or 713-837-0311.
Houston Water Bill Quick Facts
Houston Water Bill Task Board: Use the Right Official Link
Pick the task first. Houston customers often need a different route for paying, logging in, high-bill relief, leak adjustment, start service, 311 reporting, usage alerts or remote reading device questions.
I need to pay now
Use the official Houston Water Billing portal to pay, view transactions, print prior bills and manage the account.
Open payment portalI need login or profile access
Create or use an online profile to view usage history, enroll in paperless eBill, create service requests and access online forms.
Login / registerI have a high bill
Check usage history, private leaks and meter status first. Then use the Universal Adjustment Form if the account may qualify.
Adjustment requestI need start or move-in service
Use the residential or non-residential start/move-in option on the official Houston Water Billing portal.
Start / move-in serviceI need financial help
Ask Utility Billing about the W.A.T.E.R. Fund, Water Fund Assistance Application, payment resources and account options.
Utility Billing helpI want to estimate charges
Use the official charge calculator for single-family residential water accounts with a 5/8-inch meter.
Charge calculatorI need to report a leak or sewer issue
Use Houston 311 online, mobile app, 3-1-1, or 713-837-0311 for non-emergency city service requests.
Report through 311I am still on set usage or have RRD questions
Check Water Bill Improvement Plan guidance and call 713-371-1400 for remote reading device or access issues.
Improvement planHow to Pay a Houston Water Bill Online
The safest path is the official Houston Water Billing portal. It is built for account payments, transaction review, prior bills, usage history, forms and service requests.
| Payment / account task | Official detail | Best for | What to prepare | Official action |
|---|---|---|---|---|
| Pay or manage bill | Houston Water Billing portal lets customers pay, view account transactions and print prior bills. | Most water/wastewater customers. | Account number, service address, payment method. | Open portal |
| Register profile | Online profile unlocks eBill, usage history, service requests and online forms. | Customers who want full self-service. | Email, account details, secure password. | Register / login |
| Cash or in-store payment | Houston Water Billing page says it does not accept cash or check drop-off payments on-site and directs customers to Kroger, HEB, Fiesta or Walmart. | Customers who need an in-person retail payment option. | Bill/account number and payment receipt. | Payment page |
| Billing help by phone | Utility Billing is listed at 713-371-1400, Monday–Friday, 8am–7pm. | Account problems, balances, payment questions, adjustment questions. | Account number, address, last payment, bill date. | Utility Billing |
| Mailing / correspondence | Houston Public Works Utility Billing lists P.O. Box 4863, Houston, TX 77210-4863. | Non-urgent mailed correspondence or payment routing. | Account number and clear contact details. | Mailing info |
Houston Water Online Profile: Why It Matters
Pay and print bills
Use the profile to pay online, review transactions and print prior bills for records, rent, sale, dispute or reimbursement.
Open profileView usage history
Usage history helps spot leak spikes, estimated/set usage issues, RRD problems and unexplained high bills before calling.
View usage toolsAccess online forms
Use online forms for adjustment requests and service requests instead of relying only on phone calls.
Adjustment formStart or Move-In Houston Water Service
Open the official portal
The Houston Water Billing page has separate start/move-in service options for residential and non-residential customers.
Start / move-in serviceChoose customer type
Select residential if the service is for a home. Select non-residential for commercial, multifamily, education, government or other business-type service.
Choose service typeHave documents ready
Prepare service address, applicant information, lease/closing details if needed, ID, contact information and payment method.
Utility Billing supportConfirm activation
After submitting, save confirmation and call 713-371-1400 if your move-in date is close or service is not active as expected.
Call billing teamHigh Houston Water Bill? Check Leaks, Usage History and RRD Status First
Houston high-bill problems can come from private leaks, estimated/set usage, remote reading device issues, inaccessible meters, actual high use, wastewater charges or adjustment timing.
Inside leak check
- Running toilet or weak flapper.
- Faucet, tub or shower drip.
- Water heater discharge.
- Ice maker, humidifier or softener leak.
Outdoor check
- Sprinkler controller changed.
- Broken irrigation zone.
- Hose left on.
- Wet area near meter or curb.
Meter and RRD check
- Compare usage history online.
- Ask if remote reading device was replaced.
- Remove locked gate or meter-box obstructions.
- Ask if account is on set usage.
Adjustment check
- Repair leak first if leak caused spike.
- Save repair date and receipts.
- Submit within the required window.
- Use the Universal Adjustment Form.
High-bill call script
Houston Universal Adjustment Form: Leak, ULB and Exceptional Circumstance Relief
Houston Public Works uses one Universal Adjustment Form for different high-water-bill relief paths. Choose the situation carefully and attach the right proof.
| Relief type | Official rule summary | What to prepare | Timing warning | Official action |
|---|---|---|---|---|
| Leak Adjustment | May provide water/wastewater credit for up to three consecutive months due to an excusable defect in the customer’s water line. | Repair date, repair address, type of repair, cost, plumber statement, parts receipt or signed written statement. | Application must be received within six months of repair date. Credit percentage depends on repair timing. | Apply after repair |
| Unusually Large Bill | Single-family residential customer may receive one water/wastewater credit adjustment for one month in a 12-month period for unexplained usage over 200% of average consumption. | Account details, high bill date, usage history and explanation of checks completed. | Application must be received within six months of the high bill date. | ULB review |
| Exceptional Circumstance Adjustment | Residential, nonprofit or commercial customer may receive credit for up to two bills within a 24-month period for unexplained usage over 200% of average consumption. | Account holder name, account number, phone, email, high bill date and supporting facts. | Credit may not exceed $10,000 and application must be received within six months of high bill date. | ECA review |
Houston Water and Wastewater Charge Calculator
Calculator use
The official calculator estimates monthly water and wastewater charges for single-family residential water accounts with a 5/8-inch meter.
Open calculator2026–2027 rate period
The calculator states the charges are based on water and wastewater rates effective April 1, 2026 through March 31, 2027.
Check rate periodDrainage not included
The calculator page notes the estimate does not include drainage fee, so the final bill can be higher than the water/wastewater estimate.
Estimate billRemote Reading Devices, Set Usage and Houston Water Bill Improvement Plan
Houston’s billing issues often involve remote reading devices, access barriers and set usage. The Improvement Plan is important if your bill looks estimated, flat, delayed or suddenly changed.
RRD replacement milestone
Houston Public Works says it replaced more than 100,000 remote reading devices by December 2024 as part of the Water Bill Improvement Plan.
Improvement PlanMeter access barriers
The City reported more than 15,000 inaccessible meters due to obstacles such as landscaping, debris piles, concrete driveways and locked gates.
Access issue infoCall if unresolved
If your remote reading device has not been replaced or access is blocked, call Utility Billing at 713-371-1400.
RRD helpHouston Water Bill Assistance: W.A.T.E.R. Fund and Payment Help
W.A.T.E.R. Fund
Houston Public Works describes the W.A.T.E.R. Fund as assistance for seniors, low-income and disabled Houstonians needing help paying water bills.
Utility Billing pageDonation-supported aid
Houston Public Works says the fund is supported by voluntary donations and contributions go directly to those in need.
W.A.T.E.R. donation pageAsk before shutoff risk
Call 713-371-1400 and ask about W.A.T.E.R. Fund, payment resources, account options and adjustment review before the balance grows.
Contact Utility BillingAssistance call script
Report a Houston Water Leak, Sewer Issue or Service Request
Use Houston 311
Houston 311 accepts non-emergency service requests online, by app, by dialing 3-1-1, or by calling 713-837-0311 outside Houston or when mobile dialing fails.
Open Houston 311Water / sewer leak request
311 handles city service requests such as water/sewer leaks, missed trash pickup, potholes and other non-emergency city issues.
Submit service requestTrack the case
Keep your service request number. Houston 311 assigns requests to departments and lets customers track resolution.
Track 311 requestHouston Water In-Person or Virtual Appointment Help
Houston Water Billing allows customers to schedule help with a Customer Service Representative. Use appointments for complicated account, confidentiality, power-of-attorney or billing-review issues.
Who must attend
The appointment guidance says the account holder, designated authorized contact or power of attorney listed on the account must attend.
Schedule from portalID requirement
For in-person meetings, picture ID is required. Listed examples include Texas ID, Texas Driver License and passport.
Appointment guidanceNo on-site cash/check drop off
The portal notice says cash or check drop-off payments are not accepted on-site and directs customers to Kroger, HEB, Fiesta or Walmart.
Payment noticeHouston Practical Tips That Prevent Water Bill Problems
Before paying or disputing
- Use only the official Houston Water Billing portal.
- Save the payment confirmation number.
- Download or print prior bills before a dispute.
- Compare usage history month by month.
- Call 713-371-1400 if the balance, meter, RRD or set usage looks wrong.
Before requesting an adjustment
- Repair private leaks before submitting leak adjustment.
- Keep repair proof showing date, address, repair type and cost.
- Submit within the required six-month window.
- Check if usage was over 200% of average for ULB/ECA review.
- Do not wait for multiple bills if the first high bill is unusual.
Houston Water Billing Map and Visit Planning
For most billing tasks, start online or call Utility Billing first. In-person appointment rules are strict because account confidentiality matters.
Bring
Water bill, account number, service address, picture ID, payment proof, repair documents and authorization paperwork if you are not the account holder.
Ask before leaving
“Is my account current, is any adjustment pending, is my RRD/meter status normal, and do I need to submit another form?”
Payment warning
Do not bring cash or check for on-site dropoff. Use the portal or the retail payment options shown by Houston Water Billing.
Official Houston Water Bill Links
Houston Water Bill FAQ
How do I pay my Houston water bill online?
Use the official Houston Water Billing portal. You can pay your bill, view account transactions, print prior bills, start or move service, and access account forms.
What is the Houston water bill customer service number?
Call Houston Public Works Utility Billing at 713-371-1400. The official Utility Billing page lists service hours as Monday through Friday, 8am to 7pm.
What email handles Houston water bill questions?
The City of Houston contact page lists water bill email as customer.service@houstontx.gov. Do not send attachments until the city responds and asks for them.
Can I create an online Houston Water profile?
Yes. A Houston Water online profile gives 24/7 access to bill payment, paperless eBill, usage history, service requests and online forms.
How do I request a Houston high-water-bill adjustment?
Use the Universal Adjustment Form. The form covers leak adjustments, unusually large bill review and exceptional circumstance adjustments. Submit leak requests after the leak is repaired and attach repair proof.
What documents are needed for a Houston leak adjustment?
Prepare repair date, service address, type of repair, cost and proof such as a plumber statement, bill, receipt for parts or a signed written statement.
What is the W.A.T.E.R. Fund?
The W.A.T.E.R. Fund helps seniors, low-income and disabled Houstonians needing help with water bills. Ask Utility Billing about eligibility and application steps.
How do I report a Houston water leak or sewer issue?
Use Houston 311 online, the Houston 311 app, dial 3-1-1, or call 713-837-0311 if you are outside Houston or your mobile phone cannot connect to 311.
How can I estimate my Houston water and wastewater charges?
Use the official Single Family Residential Water and Wastewater Charge Calculator. It applies to single-family residential accounts with a 5/8-inch meter and uses rates effective April 1, 2026 through March 31, 2027.
Why might my Houston water bill be based on set usage or look unusual?
Some accounts were affected by remote reading device and meter access issues. Houston Public Works says most customers have moved back to actual usage billing, but customers with RRD, set usage or access questions should call 713-371-1400.