Utility Billing FAQs - City of Southlake, TX

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Utility Billing FAQs

Who do I contact for after-hours water or sewer emergencies?

For after-hours water or sewer emergencies, please contact Public Works at (817) 748-8082.

How can I monitor my water account consumption and set up alerts for leaks and high usage?

Southlake offers a free smart app that allows you direct and secure access to your water usage data. This tool allows you to monitor your water usage on an hourly basis, set up leak detection notifications, and have control of your water use, which translates into lower costs. Sign up for this great Eye On Water tool today!

Where can I submit a request for a leak adjustment?

Leak adjustments are for residential customers only and are applicable once per year, with a maximum consideration of two bills adjusted. To be eligible for a leak adjustment, you must be enrolled in our Eye on Water program to monitor your water usage. Sign up for the Eye on Water program. Water used to fill swimming pools is classified as standard residential usage. As such, the City does not provide bill adjustments or credits for pool filling.

To submit your request for a leak adjustment, click here.

Where can I view current utility rates?

Current rates are posted on our website here.

When am I allowed to water my yard?

Outdoor Irrigation Watering Schedule - Twice A Week Smart Watering

Residents, businesses, and Homeowners Associations are required to follow a year-round lawn watering schedule, and watering must be carried out between the hours of 6 pm and 10 am on your designated days only. Know Your Watering Schedule can be used to find out your designated watering days and some helpful water conservation tips.

Who do I contact if I have an issue with my meter, identify water leaks, sewer issues, or have other water or sewer service delivery issues?

Public Works is responsible for water leaks, sewer issues, service outages, and meter operations, including meter repairs or replacements. If you need assistance, you can submit a service request through the Southlake Serves portal or call (817) 748-8082.

Where can I find information on the City's water quality?

The City of Southlake prides itself on water quality. Our award-winning Environmental Services Division is committed to not only ensuring the City is compliant with regional, state, and federal regulations for Environmental Quality, but is consistently surpassing them.

Please see our website for additional information.

I have a problem with my garbage collection services. Who should I contact?

Southlake Water Utilities provides billing for trash and recycling services; however, trash and recycling collection is provided by Community Waste Disposal (CWD). For questions regarding missed pickups, schedules, carts, or collection issues, please contact Community Waste Disposal at (972) 392-9300, Option 2.

For questions related to billing, account information, or general utility services, please contact Southlake Water Utilities Customer Service at (817) 748-8051, email us, or submit a request through the Southlake Serves portal.

For other questions about your trash and recycling, visit our website.

Why is the City launching the new Utility Access Portal, and what are the benefits?

The City is introducing the new Utility Access Portal to provide a more intuitive, convenient, and user-friendly experience for customers. The portal is mobile-friendly, reduces the number of steps needed to pay a bill, and makes it easier to manage utility accounts.

The new system also addresses customer feedback about the previous portal and provides a foundation for future enhancements, including smart meter integration.