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City Moderates Policy on
Water Shut-Off for Unpaid Bills
(en Español)

Dear Redwood City Water Customers:

The vast majority of Redwood City’s water customers pay their water bills on-time. In the instances when a resident is unable to pay their water bill, they can usually make payment arrangements by simply contacting the City. In some cases, if the bill remains unpaid it may become necessary to terminate that resident’s water service. While this doesn’t apply to most of you, we want to let all Redwood City water customers know about a modification in our policy of how and when we shut-off water service for non-payment.

We know that non-payment of a water bill is a difficult and uncomfortable situation, certainly for the water customer and also for the City. Recognizing the need to provide some additional flexibility for people in that challenging circumstance, the City has modified its policy on shutting off water service due to non-payment of a water bill.

Water customers have a 30-day period in which to pay their water bill without penalty. If it’s not paid within that time, they are mailed a 10-day reminder notice (including interest charges). If payment is still not received, they are mailed a seven-day notice that the water will be shut off if the bill remains unpaid. Previously the customer would receive only a two-day shut-off notice, so this change provides an additional five days for the customer to make payment arrangements before water would be shut off.

This period of time for the notices is more consistent with other similar cities, and offers the customer some additional flexibility in a difficult situation. In addition, shut-offs will only take place early in the week, thus providing an opportunity for the customer to resolve the situation before the weekend (when City staff is unavailable to restore water service).

And, instead of the rather-ominous and perhaps embarrassing red tag shut-off notice placed on the customer’s front door handle, the City will instead mail that notice to the customer. This is a cost savings for the City and also helps to ensure the customer doesn’t somehow miss the notice, and receives it in a somewhat more friendly and neighborly manner.

Thank you for your attention, and please feel free to direct any questions about City utility billing should be directed to our Revenue Services Division at 650-780-7210.

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La Ciudad Modifica La Póliza Sobre
El Corte De Agua Para Las Cuentas Atrasadas

Estimados Consumidores de Agua de la Ciudad de Redwood City:

La mayor í a de consumidores de agua de la Ciudad de Redwood City paga sus cuentas de agua a tiempo. En ocaciones de que un residente no pudiera pagar su cuenta de agua usualmente puede hacer arreglo de pago sencillamente contact á ndose con la Ciudad. En algunos casos, si la cuenta sigue pendiente, el servicio de agua puede correr el riesgo de ser suspendido. Aunque estas circunstancias no aplican a la mayoria de Uds., estamos escribi é ndoles a todos los consumidores de agua de la Ciudad de Redwood City avis á ndoles de unos cambios de pol í za, de como y cuando cortaremos servicio de agua por falta de pago.

Comprendemos de que el falto de pago de agua es dif í cil para el cliente as í como para la Ciudad. Reconoci é ndo la necesidad de anadir alguna flexibilidad para los residentes en circunstancias dificiles, la Ciudad ha modificado su p ó liza de corte de agua por falta de pago. Los cambios notados abajo seran efectivo Mayo 1, 2008.

Consumidores de agua tienen un per í odo de 30 d í as para pagar su cuenta de agua sin multa. Despues de ese per í odo, si la cuenta no se ha pagado, se le envia al cliente un recordatorio de 10 d í as que lleva multa. Si aun no se recibe el pago se le envia un aviso de 7 d í as de que el servicio de agua ser á cortado si la cuenta no se paga. Antes el consumidor recib í a un aviso de solo 2 d í as. O sea, este cambio provee 5 dias adicionales para que el cliente haga arreglo de pago antes que se le corte el agua.

El per í odo de 7 d í as para los avisos es mas consistente con otras ciudades parecidas y le ofrece al consumidor mas flexiblilidad bajo circunstancias dificiles. Adicionalmente cortes de agua solo se har á n durantes los primeros d ías de la semana provey é ndole al cliente la oportunidad de resolver el asunto antes del fin de semana cuando el personal municipal esta indisponible a restorar el servicio de agua.

Y, en vez de los avisos rojos desagradables y potencialmente embarazosos puestos en la puerta, la Ciudad enviar á el aviso al residente por correo. Esto asegurara de que el residente reciba su aviso, de una forma mas amigable, aparte de ser un ahorro para la Ciudad.

Gracias por su atenci ó n Por favor dirija cualquier pregunta sobre su cuenta de utilidades a nuestra divisi ó n de Revenue Services al 650-780-7210.

 

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