FAQs • Schertz, TX • CivicEngage

What can I do if I am unable to pay my utility bill by the due date?: Customers may request an extension of time to pay their account for good cause. A customer is granted 2 extensions per calendar year. No account will be extended for a period which exceeds ten days after turn off date. There will be a $5.00 charge for each extension granted after the two allowed. Customers may come in to City Hall or call our business office (210) 619-1100 to process extension request.

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Utility Billing

To open a new account you must complete our Application and Agreement for City Water and Republic Services. The following information is required on the application:

Full name of resident
Current telephone number
Valid email address
Driver’s license
Service address
- Lease agreement
- Closing disclosure

A minimum deposit of $125 inside the city limits and $150 outside the city limits is required for residential accounts. The deposit can be waived for residential accounts if the following criteria apply:

The customer has had at least 24 consecutive months of utility service with the City of Schertz within the previous 24 month period without ANY late payments

The deposit may be refunded after two years if the customer maintains a good payment history. Commercial account deposits can only be refunded at account termination. They are not eligible to be refunded while the account is still active.

2. Where do I go to set up service?

Schertz City Hall

1400 Schertz Parkway Bldg. 1 , Schertz, TX 78154

3. Is there a deposit required to set up residential and/or commercial services?

Yes, per the city’s ordinance, a minimum deposit of $125 inside the city limits and $150 outside the city limits is required for residential accounts. This fee is returned to residents as a credit on their account after 2 years of excellent payment history. If a customer decides to leave the residence prior to 2 years, the deposit is credited towards the final bill, any remaining balance will be returned to the resident in the form of a check

Also, per city’s ordinance, all commercial accounts are charged $100 or 2 ½ times the estimated monthly billing.

4. Can my deposit be waived?: A customer who has established a good credit rating with city, (two years or longer continuous residence with deposit refunded for excellent payment), may have one additional service without additional deposit.

5. How do I discontinue utility services?: To disconnect your service, fill out the Disconnection of Utility Services Form.

6. Do I need to be here when services are connected or restored after a cutoff?: No, someone is not required to be present in order for services to be connected or restored. However, the customer may have someone there if they choose.

7. My water bill has been significantly higher than normal. Could this indicate that I have a leak?: Possibly. One of the most common leaks at a residence is in a toilet or irrigation system. You can contact the city and a meter technician will come by to check the meter. If it is determined that a leak is on the customers side, it is the responsibility of the customer to contact a plumber.

8. Do you have a night drop box?: Yes, our night drop box is on the right side of building 1, City Hall. The dropbox is checked first thing in the morning, Monday-Friday, and periodically throughout the day. We ask that customers do not leave cash payments please.

9. Do you offer a partial leak credit?: Yes, with valid proof of repair. The city offers a discounted rate on water. For more information please see the Water Utilities Page.

10. How do you calculate sewer average?: Sewer services are not metered like water services. Since sewer is not metered, the city uses the average water consumption at your home during the sewer averaging months. The sewer averaging begins October 24^th and ends March 6^th (actual days may vary). Your sewer rate is calculated each April and will apply for one calendar year.

11. What if I fill my pool or had a leak during sewer averaging?: This could affect your sewer rate. Please report any pool fillings or repaired water leaks to Utility Billing at (210) 619-1100.

12. Can I pay my utility bill online?: Pay online here. There is NO convenience fee to pay online.

13. What can I do if I am unable to pay my utility bill by the due date?: Customers may request an extension of time to pay their account for good cause. A customer is granted 2 extensions per calendar year. No account will be extended for a period which exceeds ten days after turn off date. There will be a $5.00 charge for each extension granted after the two allowed. Customers may come in to City Hall or call our business office (210) 619-1100 to process extension request.

14. Who do I contact about missed garbage or bulk pickup?: If your trash was not serviced on your designated day, contact Utility Billing and we will be pleased to assist you.

15. When is the penalty notice issued and when is the fee applied?: The penalty is issued the day after the due date and notices (email/mail) are generated on the same day.

16. What is the city’s policy when the due date falls on a weekend?: Our policy is, we apply the late fees at noon on the next business day after we process all mail payments. We advise residents that there are other ways to pay such as: online (one-time or autopay), Drive-up payment kiosk, Auto draft - using a bank account (checking or savings), and Dropbox to avoid any late fees.

17. Does the city offer grace periods?: No, we allow one penalty reversal for the lifetime of the account. We also have an extension process. After the penalty is applied, if the customer cannot make the payment by the cutoff day, we allow 10 additional days. The first 2 extensions are free, we charge $5 for any after.