Winter Haven Utility Bill Help for Online Pay, Late Fees, High Usage and Water Service Changes
This guide is for City of Winter Haven Water Department customers who need to pay a water, sewer, garbage, recycling or stormwater bill, use the new WH2o customer portal, re-enroll in AutoPay, start or stop service, handle a leak adjustment, or restore service after nonpayment.
The sections below use official city details only and focus on what a customer needs to do next: which portal to use, which number to call, what fees may apply, what documents to prepare, and when a payment method is too slow for urgent service restoration.
Fast answer: Winter Haven water customers can pay online at the WH2o portal, pay by phone at 863-291-5678, mail a check or money order with the bill stub, use the drop box on the west end of the Customer Service parking lot, or pay in person at 551 3rd St NW, Winter Haven, FL 33881. The city says direct city payments do not carry a city processing fee for credit or debit cards.
Important 2026 portal note: the Water Department launched a new customer portal in May 2026. Existing AutoPay customers were required to re-enroll, update/reset password on first login, and re-enter stored card information after go-live.
Winter Haven Water Bill Quick Facts
Winter Haven Water Bill Action Board: Use the Correct Route
Choose the task that matches your situation. A regular payment, a service-restoration payment, a leak credit request and a new service application each need a different path.
I only need to pay this bill
Use the WH2o portal for registered account access or one-time guest payment.
Open WH2o portalI need phone payment
Call 863-291-5678 for the 24/7 automated payment line or live customer-service help during business hours.
Call 863-291-5678I used AutoPay before May 2026
Log into the new WH2o portal, update/reset password if prompted, and re-enroll in AutoPay before your next due date.
Portal transition noticeMy service was interrupted
Pay directly with the City by office or phone. Third-party payments may delay service restoration.
Call before payingI had a leak and repaired it
Submit a leak adjustment request only after the repair is complete. Requests are limited and not guaranteed.
Leak FAQI need new or stopped service
Use the residential, commercial, builder or stop-service application path, then wait for Customer Service review.
Start / stop serviceHow to Pay a Winter Haven Water Bill Online
Use account details
For online registration or guest pay, the city FAQ says you need the utility account number and primary phone number.
Payment FAQChoose payment type
The city FAQ says direct city online payments accept eChecks and debit/credit cards.
Make paymentSave confirmation
If your account has a past-due balance or service interruption risk, save the confirmation and call Customer Service.
Confirm with Customer ServiceNew WH2o Portal: AutoPay Customers Must Check Their Setup
AutoPay re-enrollment
Existing Water Auto-Pay customers were required to re-enroll after the May 2026 portal launch.
Read portal noticePassword prompt
The city said customers could initially log in with existing username/email and password, then update/reset password on first login.
Log inSaved cards
Customers with stored credit card information needed to re-enter payment information after go-live or on the first payment.
Update payment detailsPhone, Mail, Dropbox and In-Person Payment Options
| Payment method | Official detail | Best use | Action |
|---|---|---|---|
| Online | WH2o.MyWinterHaven.com; use account number and primary phone number for registration or guest pay. | Fast payment, usage history, AutoPay, portal alerts. | Open WH2o |
| Phone | Call 863-291-5678 for automated payment line or live help Monday–Friday, 8am–5pm. | Urgent payment or restoration questions. | Call payment line |
| Mail check or money order with bill stub and account number. USPS delay may affect posting. | Non-urgent payments only. | Customer Service page | |
| Dropbox | Check or money order only; no cash. The drop box is on the west end of the Customer Service parking lot. | After-hours non-cash drop-off. | See office map |
| In person | 551 3rd St NW, Winter Haven, FL 33881. Lobby: Monday 8am–3pm; Tuesday–Friday 10am–3pm. | Cash, urgent account help, documents, restoration follow-up. | Visit plan |
Due Date, Late Fee and Service Interruption Rules
Monthly bill
Winter Haven utility accounts have a bill generated each month. The city notes most cycles are typically 28 days, but some longer months can create 35-day cycles.
21-day due date
Utility bills are due three weeks, or 21 days, from the billing date. Billing and due dates are on Fridays.
Late fee and interruption
If not paid by the due date, a late fee is charged. If the balance remains unpaid, service may be interrupted.
| Fee item | Inside city | Outside city | Why it matters |
|---|---|---|---|
| Delinquent payment penalty | Greater of $6.71 or 5% of outstanding balance | Greater of $8.38 or 6.25% of outstanding balance | Late payments can grow beyond the original bill. |
| Delinquent account reactivation and turn on | $67.86 | $84.83 | Restoration after nonpayment can add a separate fee. |
| Unauthorized connection / tampering | $51.92 | $64.87 | Do not turn water back on yourself. |
Past-due call script
Start, Stop or Move Winter Haven Water Service
Residential start or transfer
Submit the Residential Service Application. The city reviews the signed application before activation.
Start service pageIdentity verification
The city uses Social Security number through a credit-verification system for identity only, not credit score.
Application detailsDeposit before activation
A utility deposit is required before service activation. A new-account or transfer fee is billed to the account.
See depositsStop service
Submit the Stop Service request form. After termination, allow up to 30 days for final bill and deposit refund, if applicable.
Stop serviceWinter Haven Utility Deposits and Account Fees
| Deposit / fee | Official amount | What it means | Official source |
|---|---|---|---|
| Residential water, sewer and garbage deposit | $194.83 | Common full-service residential deposit. | Deposit PDF |
| Residential water-only deposit | $97.41 | Applies where only water service is opened. | Deposit PDF |
| Residential garbage-only deposit | $63.79 | Applies to garbage-only utility account. | Deposit PDF |
| New account / initial turn on | $77.63 inside / $97.03 outside | Account setup and initial service activation fee. | Miscellaneous fees PDF |
| Transfer of account | $53.19 inside / $66.48 outside | May apply when moving service responsibility. | Miscellaneous fees PDF |
Residential Water, Sewer and Irrigation Rates Effective October 1, 2025
Winter Haven’s current residential rate PDF separates base charges, Repair & Replace charge, water usage, sewer base, sewer usage, irrigation usage and PRWC surcharge. The numbers below highlight the most common residential 3/4-inch meter and usage tiers.
| Rate item | Inside city limits | Outside city limits | What it means |
|---|---|---|---|
| 3/4-inch water & irrigation base charge | $7.11 | $8.88 | Base charge before water usage. |
| 3/4-inch Repair & Replace charge | $1.54 | $1.93 | Helps fund water infrastructure repair and replacement. |
| 3/4-inch sewer base charge | $11.06 | $13.82 | Base charge for properties receiving city sewer. |
| Water usage, 0–5,000 gallons | $2.35 per 1,000 gallons | $2.93 per 1,000 gallons | Lowest residential water block. |
| Water usage, 5,001–10,000 gallons | $3.96 per 1,000 gallons | $4.95 per 1,000 gallons | Higher usage block. |
| Water usage, 10,001–15,000 gallons | $7.07 per 1,000 gallons | $8.83 per 1,000 gallons | High use, often irrigation/leak driven. |
| Water usage, 15,000+ gallons | $8.83 per 1,000 gallons | $11.03 per 1,000 gallons | Highest residential water tier. |
| Sewer usage | $6.37 per 1,000 gallons | $7.96 per 1,000 gallons | Sewer is based on domestic water use when city sewer applies. |
| PRWC surcharge | $0.25 after first 5,000 gallons | $0.31 after first 5,000 gallons | Supports Polk Regional Water Cooperative supply system. |
High Winter Haven Water Bill: Leak Adjustment and Usage Checklist
Indoor checks
- Running toilet or silent flapper leak.
- Dripping faucet or shower valve.
- Water heater relief line.
- Water softener, ice maker or filter line.
Outdoor checks
- Irrigation timer or sprinkler head problem.
- Hose or outdoor faucet left on.
- Wet ground near meter or service line.
- Pool top-off or pressure washing usage.
Bill checks
- Compare the billing-period days.
- Check usage in 1,000-gallon units.
- Look at water, sewer, PRWC and stormwater lines separately.
- Check for past-due balance or late fee.
| Leak adjustment rule | Official detail | What to do |
|---|---|---|
| Repair first | Adjustment request cannot be submitted unless the repair has been completed. | Save plumber invoice, repair parts receipt and photos if possible. |
| 90-day charge window | Adjustments may only be processed on charges occurring within the last 90 days before the request. | Do not wait several billing cycles after discovering the leak. |
| One per 18 months | Only one adjustment may be applied to a utility account in any 18-month period. | Use the request carefully and document the repair well. |
| Not guaranteed | Submitting a request does not guarantee adjustment. It may reduce excess usage to a lower tier, not remove all charges. | Keep paying current charges while the request is reviewed. |
High-bill call script
Extensions, Payment Assistance and Vacation Status
No city extensions
The city FAQ says Winter Haven does not offer extensions or direct financial assistance for utility accounts.
Payment FAQAsk partner agencies early
The city lists outside organizations such as ALPI, Catholic Charities, Lake Wales Care Center, Salvation Army, United Way, VFW Financial Assistance and St. Vincent De Paul Society.
Call city for current referralsVacation status
For single-family residences away at least 1 month, the city says customers may request temporary service interruption; base fees still apply.
Vacation FAQLower Future Bills: Conservation Rebates and Watering Help
Smart irrigation controller
The city offers a WaterSense smart irrigation controller rebate where the homeowner pays 25% of the controller cost and the utility rebate maximum is $300, if qualified.
Smart irrigation rebateWaterSense toilet rebate
Winter Haven offers a rebate to replace high-flow toilets using 3.5 gallons or more per flush with 1.28-gpf WaterSense toilets, with residential limit of 2 toilets per household.
Toilet rebateWater conservation help
Contact the Water Conservation Specialist for irrigation settings, water conservation kits, rebate questions and current watering guidance.
Water conservation pageWater or Sewer Emergency: Use the Right Number
| Issue | Who to contact | Phone | Best next step |
|---|---|---|---|
| Bill, payment, account, start/stop service | Winter Haven Water Customer Service | 863-291-5678 | Use for billing, portal, service applications and payment questions. |
| After-hours water or sewer emergency | On-call water and sewer team | 863-291-5853 | Use for urgent utility needs outside business hours. |
| Water Department office | Water Department | 863-291-5853 | 401 6th Street SW, Winter Haven, FL 33880. |
| Non-emergency concern | Access Winter Haven / SeeClickFix | Online report | Report a concern |
Winter Haven Water Customer Service Map and Visit Plan
Use the Customer Service office for in-person payment, cash/payment issues, account setup, service interruption questions, portal help, start/stop service support and billing documentation.
Bring
Utility bill, account number, primary phone number, payment proof, photo ID, service application documents, leak repair receipts and any service-interruption notice.
Ask before leaving
“Is my payment posted, is my service work order issued, and is there any deposit increase, reactivation fee or final document still required?”
Visit hours
Phone service is Monday–Friday, 8am–5pm. In-person lobby hours are Monday 8am–3pm and Tuesday–Friday 10am–3pm.
Official Winter Haven Water Bill Links
Winter Haven Water Bill FAQ
How do I pay my Winter Haven water bill online?
Use the official WH2o customer portal at wh2o.mywinterhaven.com/portal. You can register or make a one-time guest payment with your utility account number and primary phone number.
What is the Winter Haven water bill phone number?
Call Customer Service and the 24/7 payment line at 863-291-5678. Live customer-service representatives are available Monday through Friday, 8am to 5pm.
Where is the Winter Haven Water Customer Service office?
The office is at 551 3rd Street NW, Winter Haven, FL 33881. In-person lobby hours are Monday 8am to 3pm and Tuesday through Friday 10am to 3pm.
When is my Winter Haven utility bill due?
The city says all utility bills are due three weeks, or 21 days, from the billing date. Billing dates are Fridays and due dates are Fridays.
Does Winter Haven charge a card processing fee?
The city FAQ says the Water Department does not charge processing fees when a payment is made directly with the city.
Do AutoPay customers need to re-enroll?
Yes, customers who were already enrolled in Water Auto-Pay before the May 2026 WH2o portal transition needed to re-enroll and re-enter stored payment information.
What happens if my Winter Haven utility bill is late?
A late fee is charged if the balance is not paid by the due date. If the balance remains unpaid, the account may be in danger of service interruption.
Can I get a leak adjustment?
Possibly. A repair must be completed before submitting the request. Adjustments may only apply to charges within the last 90 days, only one adjustment may be applied in an 18-month period, and approval is not guaranteed.
Does Winter Haven offer utility extensions or direct payment assistance?
The city FAQ says Winter Haven does not offer extensions or direct financial assistance for utility accounts. It lists outside organizations that may offer assistance, so contact those agencies early.
Who do I call for an after-hours water or sewer emergency?
For urgent water or sewer utility needs outside business hours, call the on-call water and sewer team at 863-291-5853.