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Utilities Customer Information & Services

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1. How do I establish my utility service?

You can open or start an account at one of the following Customer Information & Services locations:
7536 State Street, Suite 118, New Port Richey, FL 34654
14236 - 6th Street, 2nd Floor, Dade City, FL 33523

To open an account, you will need to provide the following:

• Billing name on the account (only one name on the account)

• Service address

• Mailing address

• Date you want the service to begin

• Contact phone number

• A copy of your signed and dated lease if you are renting

• Proof of ownership if you are the owner

• A copy of your current driver's license or State-issued photo ID.

Fees for Water and Sewer Account:
• Deposit for homeowners is $168.00
• Deposit for renters is $202.00
Deposits are held in a non-interest bearing account. The deposit will be credited back to the account after 24 consecutive months of on-time payments; or, when the account is closed, the deposit will be applied to the bill. Any credits will be mailed to the person whose name is on the account in 6-8 weeks after the final read on the account.
• If the water at the new service address is turned off, there is a fee of $55.00 for turn-on the next day or any day thereafter. If you are requesting a same day turn-on, the fee is $95.00. Applications must be made prior to 4:00 pm for a same day turn-on.
• Any unpaid balance or fees on an existing or prior account must be paid in full prior to opening a new account. If you need to inquire about any unpaid balances, call (727) 847-8131, (352) 521-4285, or (813) 235-6012 and a Customer Information and Services Representative will assist you.

2. Can I open a utility account by mail?

Yes. To open an account by mail, you must submit the appropriate fees and provide the following information:

• Billing name on the account (only one name on the account)

• Service address

• Mailing address

• Date the service is to begin

• Contact phone number

• A copy of your signed and dated lease if you are renting

• Proof of ownership

• A copy of your current driver's license or State-issued photo ID.

Fees:

DEPOSITS
WATER/SEWER ACCOUNTS
Deposit for homeowners: $168.00
Deposit for renters: $202.00
WATER ONLY ACCOUNTS
Deposit for homeowners: $56.00
Deposit for renters: $67.00
SEWER ONLY ACCOUNTS
Deposit for homeowners: $168.00
Deposit for renters: $202.00

If the water at the new service address is turned off, there is a turn-on fee of $55.00 for turn-on the next day or any day thereafter.

If you are mailing your information and fees, please call (727) 847-8131, (352) 521-4285 or (813) 235-6012, three business days prior to the date you are requesting the service to start in order to confirm receipt of your request.

For application by mail, please send to:
Pasco County Utilities
Post Office Box 2139
New Port Richey, FL 34656-2139

For overnight application use Fed Ex or UPS (do not use Post Office):
Pasco County Utilities
7536 State Street, Suite 118
New Port Richey, FL 34654

3. Can I open a utility account over the phone?

No. Accounts cannot be opened over the telephone.

4. What are the fees to open a water/sewer account?

DEPOSITS
WATER/SEWER ACCOUNTS
Deposit for homeowners: $168.00
Deposit for renters: $202.00
WATER ONLY ACCOUNTS
Deposit for homeowners: $56.00
Deposit for renters: $67.00
SEWER ONLY ACCOUNTS
Deposit for homeowners: $168.00
Deposit for renters: $202.00

Deposits are held in a non-interest bearing account. The deposit will be credited back to the account after 24 consecutive months of on-time payments; or, when the account is closed, the deposit will be applied to the bill. Any credits will be mailed to the person whose name is on the account in 6-8 weeks after the final read on the account.

If the water at the new service address is turned off, there is a fee of $55.00 for turn-on the next day or any day thereafter. If you are requesting a same day turn-on, the fee is $95.00.

5. How far in advance should I submit a request to have my utility account activated or deactivated?

Please allow 72 business hours for your request to be processed.

6. How do I close my water/sewer account?

Accounts must be closed either in person or in writing. Accounts cannot be closed over the phone.
Accounts can be closed by visiting one of the Pasco County Utility Customer Information and Services Offices:
7536 State Street, Suite 118, New Port Richey, FL 34654
Telephone: (727) 847-8131

14236 6th Street, 2nd Floor, Dade City, Florida 33523
Telephone: (352) 521-4285

Or you may e-mail your request for services to be discontinued to utilcustserv@pascocountyfl.net.

Please provide the following information:

• Name on the account

• Account number

• Service address

• Mailing address

• Forwarding address

• Date that your are requesting the service be stopped

• Contact telephone number

A request for termination of services must be received three business days prior to the date of termination. A final read will be taken on your meter and a final bill will be sent to your forwarding address. If you have a deposit on the account, it will be applied to the charges. Credits will be mailed to the customer in 6 to 8 weeks after the final bill.

7. What is the after hours emergency repair phone number for Utilities Maintenance?

Emergency Telephone Number (AFTER-HOURS EMERGENCY REPAIRS ONLY): (727) 847-8144

8. Who do I contact to ask question about my water/sewer account?

Please contact the Pasco County Utilities Customer Information & Services.

The office hours in the New Port Richey location are 8:00 am to 5:00 pm; Wednesday 8:00 am to 5:30 pm, telephone service is 8:00 am to 5:00 pm.

The office hours in the Dade City location are 8:00 am to 4:30 pm.

Location Telephone Number Facsimile Number
Ph: (727) 847-8131
Fx: (727) 847-8972
New Port Richey

Ph: (352) 521-4285
Fx: (352) 521-4158
Dade City

Ph: (813) 235-6012
Land O' Lakes

email: utilcustserv@pascocountyfl.net

Emergency Telephone Number (AFTER-HOURS EMERGENCY REPAIRS ONLY):
(727) 847-8144

9. What can I do if I think my water meter is faulty?

Water meters may not operate properly, particularly as they get older. However, they normally run slower, not faster, with age. A calibration of your meter may be requested. If requested, the meter will be removed and replaced with a new meter, and calibration testing will be performed on the old meter. The meter is bench-tested with three different volumes of water, and the accuracy is recorded. If the meter's accuracy is within 98.5 percent to 101.5 percent, the meter's accuracy is considered good, and the customer is charged $188.00 for the calibration test. If the meter is reading higher than 101.5 percent, the customer is given credit for the high consumption and not charged for the meter calibration. If the meter is reading low, but within the acceptable range of 98.5 percent, then the customer is billed for the meter testing service with no adjustments to the consumption charges.

10. What is the phone number to call for safe digging?

Call 811 to start the process of getting underground utility lines marked for free. Calling 811 in Florida routes you to Sunshine State One Call. Your utility company then sends a professional locator to your location to mark underground lines. Once the lines are marked, you will know the approximate location of your utility lines and can dig.

11. What are the County’s responsibilities for water line repairs?

If the meter is in the ground, the County is responsible from the main up to and including the meter. If the meter is on the house, the County is responsible for the meter and the connections only. The County is not responsible for waterlines on the customer's property leading to a meter on the house.

12. Who is responsible to keep the area around the water meter clear and accessible?

The customer is required to keep the water meter clear and easily accessible for reading and maintenance purposes. Please trim the bushes to allow access to the meter. Also follow any water use restrictions for irrigation.

13. How often am I billed for water and/or sewer?

Monthly.

14. Is the water meter read every month?

Every attempt is made to read meters every month. However, if the meter is not read, you will be billed the base rate. The consumption charges will carry over to the next month that the meter is read

15. If I do not receive my utility bill, am I still responsible for the charges?

Everyone is mailed a bill. If you do not receive a bill, you are still responsible. Contact Customer Service at (727) 847-8131, (352) 521-4285, or (813) 235-6012.

16. How can I pay my utility bill?

Check
Cash
Money Order
Electronic Funds Transfer (EFT)
Mastercard/Visa/Discover

ONLINE CREDIT CARD PAYMENTS
Visit www.pascoeasypay.com. Enter the account number without dashes and the PIN code on your bill. Account numbers and PIN codes contain no letters, only numbers. Your account number is located on the customer bill in the right hand corner. The PIN number is located on the customer bill on the left side. Only one payment can be made in 24 hours. Payments post to the customer’s account the next business day.

CREDIT CARD PAYMENTS OVER THE PHONE
Call 727-847-8131 or 813-235-6012 or 352-521-4285. Visa, MasterCard, and Discover only. The name on the credit card must match the name on the utilities account. The total balance due will be charged to the credit card account. No partial payment or overpayments can be made. Only one payment can be made in 24 hours. Payments post to the customer’s account the next business day.

CREDIT CARD PAYMENT AT THE BRANCH OFFICE
You can pay your water/sewer bill by Visa, MasterCard or Discover at the Pasco County Utilities Dade City office or New Port Richey office. The credit card must be signed by the person whose name is on the credit card. Multiple payments can be made in 24 hours. Payments post to the customer’s account in two business days. No debit cards requiring PIN numbers are taken.

New Port Richey Customer Information & Services Office
7536 State Street, Suite 118
New Port Richey, FL 34654

Dade City Customer Information & Services Office
East Pasco Government Center
14236 Sixth Street (2nd Floor)
Dade City, FL 33525

ELECTRONIC FUNDS TRANSFER (EFT)
To pay by EFT, submit a voided check with your name, address, telephone number, name of bank and your utility account number. Mail or drop off your voided check to one of our branch locations and request this service.
It will take approximately five or six weeks for the service to start, so continue to pay your utility bill by check, cash, credit card or money order until your bill indicates the amount due will be electronically transferred.

17. Can I pay my utility bill online with a credit card?

You must have internet access.
Go to www.pascoeasypay.com.
Enter the account number without dashes and the PIN code on your bill.
Account numbers and PIN codes contain numbers only (no letters).

Where can I find my account number on my bill?

The account number is located on the customer bill in the top right-hand corner.

Where can I find my pin number on my bill?

The PIN code is located on the customer bill in the Customer Service Information box.

Is it safe to pay my account online?

Yes. All information is encrypted, and credit card information is not saved in our system.

What are the hours to pay online?

Anytime except weekday nights from 3:00 a.m. to 6:00 a.m. when the site is offline for routine maintenance. On Saturdays and Sundays, www.pascoeasypay.com is available 24 hours each day.
How do I access to pay my bill over the phone?
(727) 847-8131

Is my credit card information saved?

No credit card information is saved in our system; we process the payment real time and discard the credit card information.

Can my credit card be charged automatically each month?

No, because we do not save your credit card information. For automatic payments each month, enroll in the Easy Pay Electronic Funds Transfer payment option.

Can I use a debit card to pay my water/sewer bill?

The debit card must bear the VISA, MASTER CARD or DISCOVER logo. Some banks block the card from internet usage for security reasons.

18. How do I get my water turned on if my service has been disconnected?

Payments can be made by credit card (Visa, Master Card or Discover only) at www.pascoeasypay.com or by cash or money order at one of the two Customer Information & Services Offices. NO CHECKS ACCEPTED. Payment of the delinquent bill and the reconnection fee of $125.00 are required before service is restored. A new deposit may be required or a payment to bring the deposit to the current deposit charge.
To be reconnected the same day service is turned off, the payment must be made before 4:00 p.m. Payments made after 4:00 p.m. on the same day services were turned off will not be restored until the next day.

If you have any questions, please call (727) 847-8131, (352) 521-4285, or (813) 235-6012. A Customer Information and Services Representative will assist you.
If payment is made online by a credit card at www.pascoeasypay.com, you must call the Utilities Customer Information & Services Office for confirmation of payment to have services restored.
Utilities Customer Information & Services Locations:
7536 State Street, Suite 118
New Port Richey, FL 34654
(Click here for map of location)
Hours of operation (8:00 am – 5:00 pm, Monday-Friday, Wednesday 8:00 am - 5:30 pm)

14236 6th Street, 2nd Floor Dade City, FL 33525
(Click here for map of location)
Hours of operation (8:00 a.m.–4:30 p.m., Monday–Friday)

What are the fees if my account is disconnected for non-payment?

DEPOSITS
WATER/SEWER ACCOUNTS
Deposit for homeowners: $168.00
Deposit for renters: $202.00

WATER ONLY ACCOUNTS
Deposit for homeowners: $56.00
Deposit for renters: $67.00

SEWER ONLY ACCOUNTS
Deposit for homeowners: $168.00
Deposit for renters: $202.00

19. What is Project Round-Up?

Project Round-Up is a voluntary financial donation program providing the opportunity for Pasco County Utilities Water/Sewer customers to assist those in their community who are in need by rounding up their monthly water/sewer bill to the nearest dollar.

20. How does contributing to Project Round-Up affect my water/sewer bill?

Pasco County Utilities Water and/or Sewer customer’s have the option to check the box on the bill to participate in Project Round-Up. If the box is checked, the customer bill rounds up to the next dollar amount. For example, if a customer’s bill is $45.50, and the customer checks the box to participate, the customer would pay $46.00. The extra $.50 cents collected goes to Project Round-Up.

21. Can I contribute to Project Round-Up if I am on Electronic Funds Transfer?

No, not at this time.

22. Is contributing to Project Round-Up an option?

Yes. If you do not choose to participate, do not check the box on the bill that states Project Round-Up. If you would like to participate in Project Round-Up, you must check the box on your paper bill or the total amount paid will be applied to your utility account. If you are paying your bill online and you do not want to participate, check “no.” If you would like to participate, check “yes.” You can make the choice to participate or not each month when you are paying your Pasco County utility bill

23. Who decides how the Project Round-Up money is used?

The United Way of Pasco County is responsible for administering the funds. Donated funds will be sent to the United Way of Pasco County to be distributed among several not-for-profit agencies that serve the citizens of Pasco County with disabilities, food banks, youth services, spouse abuse shelters, the homeless, services for the elderly, mental health, and substance abuse.

24. Is the Round-Up Program contributions tax deductible?

Yes.

25. Who do I contact to apply for assistance from Project Round-Up funds?

Contact the United Way of Pasco County at (727) 845-3030.

26. When is my deposit for utility services returned to me?

Deposits are held in a non-interest bearing account. The deposit will be credited back to the account after 24 consecutive months of on-time payments; or, when the account is closed, the deposit will be applied to the bill. Any credits will be mailed to the person whose name is on the account in 6-8 weeks after the final read on the account.

27. What is a late payment fee?

The late fee is a $5.00 charge to an active Pasco County Utilities Water, Sewer, Fire Line, Hydrant, Reclaimed Water and Backflow customer’s account when a payment has not been received by the due date shown on the billing statement for an unpaid balance greater than $50.00.

28. Is there a late fee charge?

Yes. The late fee charge becomes effective on Pasco County Utilities Water, Sewer, Fire Line, Hydrant, Reclaimed Water and Backflow bills with a due date of October, 2012 or later. Utility bills with an unpaid balance greater than $50.00 past the billing statement due date will be assessed a $5.00 late fee. The only exception is an account enrolled in the Electronic Funds Transfer program.

29. How much is the late fee?

The late fee is $5.00 on total amount due greater than $50.

30. What happened to the grace period?

There is no grace period. Bills are due when rendered. The payment must be received on or before the due date of the bill.

31. If my payment is mailed will my account be charged a late fee?

Payments not received on or before the due date effective with bills October 2012, or later will be charged a late fee. Payments “in the mail” are not exempt from this late fee.

32. If I pay by Electronic Funds Transfer (EFT) will I be assessed a late fee?

No. To enroll in our Electronic Funds Transfer program for automatic payment withdrawal from your bank checking account submit a voided check with your name, address, telephone number, name of bank and your utility account number. Mail or drop off your voided check to one of our branch locations and request this service. It will take approximately five or six weeks for the service to start, so continue to pay your utility bill by check, cash, credit card, or money order until your bill indicates the amount due will be electronically transferred. An Electronic Funds Transfer form is available at www.pascoeasypay.com.

33. Are late fees common?

Applying a late fee is common practice in the utility industry. Pasco County Utilities is a latecomer in adopting this practice. Most public and private utilities have charged a late fee for years.

34. Is there fluoride in the water?

Pasco County Utilities does not fluoridate the drinking water nor has the water ever been fluoridated. The Utility investigated the issue of fluoridation many years ago and it was determined that it was not in the best interest of the Utility or its customers.