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Utilities Customer Information & Services

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1. How do I transfer my water/sewer services to a new account?

An account can be transferred in person or in writing by mail or email. Read More

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

View: Current Rates, Fees, and Charges. Please Note: Deposits are held in a non-interest bearing account (Pasco County Ordinance Section 110-38(d)). The deposit will be credited to the account after 24 consecutive months of on-time payments and no returned checks; or, if 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 after the final read.

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

Please allow 72 hours (excluding holidays and weekends) for your application to be reviewed and processed. Once reviewed, you will receive an email with instructions on how to make a payment for any applicable fees and/or deposits.

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

Accounts must be closed either in person or in writing. Read More

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

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

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

Please contact the Pasco County Utilities Customer Information and Services. View hours of operation and contact information.

7. 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 in person or in writing. If requested, the meter will be removed and replaced with a different 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 $193.00 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.

8. 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.

9. 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.

10. 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.

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

Monthly.

12. 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.

13. 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. View hours of operation and contact information.

14. How can I pay my utility bill?

For information on payment options, please visit: Payment options and information

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

View - Payment options and online payment information.

Payment options and information

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

View Steps to Reconnect Services.

17. What if I am going on vacation for several months?

You may elect to have your water service turned off at the meter on a vacation temporary turn-off. This request must be made in writing or in person. Read More

18. What is Project Round-Up?

A Little Change = A Big Difference

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

Example: If a water/sewer bill is $45.50, and the customer chooses to participate in the program, the amount paid will round up to $46.00. Project Round-Up will receive $0.50 and $45.50 will be paid towards the water/sewer bill.

How to Participate

Check the Round-Up box each month on either your paper bill or when paying a bill online. Customers making payments by Electronic Funds Transfer currently do not have this option. All funds donated are distributed by the Human Services Division. Funding remains in Pasco County to serve PCU customers in most need of support with their water/sewer bill.

To apply for assistance please contact the Pasco County Human Service Division for further information.

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

No, not at this time.

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

All funds donated are distributed by the Human Services Division. Funding remains in Pasco County to serve PCU customers in most need of support with their water/sewer bill. For additional details about funding distribution, or to apply for assistance, please contact the Pasco County Human Service Division.

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

Yes.

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

All funds donated are distributed by the Human Services Division. Funding remains in Pasco County to serve PCU customers in most need of support with their water/sewer bill. To apply for assistance please contact the Pasco County Human Service Division for further information.

Pasco County Human Service Division

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

Deposits are held in a non-interest bearing account (Pasco County Ordinance Section 110-38(d)). The deposit will be credited to the account after 24 consecutive months of on-time payments and no returned checks; or, if 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 after the final read.

24. What is a late payment fee?

Accounts that are not paid on or before the due date on the monthly billing statement will incur a 10% late fee. This is in compliance with the Pasco County Ordinance Section 110:38(e): “Bills are due when rendered and if not actually received on or before the past due date (due date) on the customer’s bill, a ten-percent late charge to defray county costs and expenses shall be added to the water bill. If payment is not actually received within 60 days of the date rendered, the water service may be subject to disconnection and termination of the account with the county without further notice.”

25. Is there a late fee charge?

Yes. Pasco County Utilities Water, Sewer, Fire Line, Hydrant, Reclaimed Water and Backflow customers can be assessed a late fee. Accounts that are not paid on or before the due date on the monthly billing statement will incur a 10% late fee. This is in compliance with the Pasco County Ordinance Section 110:38(e): “Bills are due when rendered and if not actually received on or before the past due date (due date) on the customer’s bill, a ten-percent late charge to defray county costs and expenses shall be added to the water bill. If payment is not actually received within 60 days of the date rendered, the water service may be subject to disconnection and termination of the account with the county without further notice.”

26. How much is the late fee?

The late fee is 10% of the balance if not paid on or before the due date on the monthly billing statement.

27. 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.

28. 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.

29. 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, your utility account number and customer 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.

30. Are late fees common?

Assessing 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.

31. What payment options are available to avoid the late payment fee?

Payments made on an account in a timely manner are the responsibility of the account holder. There are several different ways to make a payment, many that provide same day confirmation that a payment has been made. View all payment options.

32. Why am I paying for streetlights? I thought it was part of my taxes.

Pasco County funds the streetlights within residential subdivisions (called Streetlight Service Areas) by assessing the benefited property owners. Property taxes are not used for streetlight maintenance. Your property taxes fund parks, libraries, jails, courts, law enforcement, animal control, and a myriad of other County services and offices, but not residential streetlight service areas.

33. Why am I paying for streetlights when I don’t have a streetlight on my property?

The streetlights in your area are intended to promote roadway safety for motorists and pedestrians. The Board of County Commissioners adopts the American National Standard Practice for Roadway Lighting, published by the Illuminating Engineering Society of North America, as a service standard for providing street lighting. The street lighting for your subdivision was designed with the specific intent of meeting this standard. Each property owner benefits from all the streetlights within a streetlight service area whether or not the streetlight is located in close proximity to his or her home. As such, each property owner is paying for a share of all the streetlights throughout the streetlight service area and not just one particular light.

34. Is there fluoride in the water?

Pasco County Utilities does not fluoridate 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.

35. What numbers should customers call to report a streetlight outage?

Streetlights are repaired and maintained by the same power company that provides your electricity. You may call the respective customer service center or use the online internet form to report streetlights that are out or malfunctioning.

36. The streetlights are not bright enough to prevent vandalism to my home and automobiles.

Streetlights are not intended for home security. The streetlights in your area are intended to promote roadway safety for pedestrians and motorists. Each homeowner is free to avail themselves of services provided by the power companies and may install additional private security lights, however they must pay for those additional services directly to the power company.

37. How to reference an account

An account can be referenced in person or in writing by mail. To reference an account the active account must reflect two years of consecutive on time bill payments, with the deposit credited back to the account. If the account is no longer active, service must have been active within the previous 12 months, and reflect the two years consecutive on time bill payments. New account must remain in the same name as the referenced account, and both accounts can remain open indefinitely. An Activation fee is required (see below).

ACTIVATION FEE (NON-REFUNDABLE):
• Activation Fee (next day): $57.00
• Activation Fee (same day): $98.00.
• Applications and fees must be received by 2:30 p.m. for a same day turn-on.

Please provide the following information:
• Billing name on the account (only one name on the account)
• Service address
• Mailing address
• Contact phone number
• Date you want the service to begin
• Valid I.D. upon request
• Third parties opening an account must provide the same information.
• A copy of your signed lease if you are renting-must be signed by owner and renter
• Payment of fees (activation fee, deposit, any unpaid balances or fees on an existing or previous account must be paid in full prior to opening a new account).

38. How to open an inspection account

Inspection accounts provide water service to a property for 48 hours. An Activation fee is required prior to service activation. View all rates, fees, and charges.

Inspection accounts are opened Monday, Tuesday, or Wednesday and fees can be paid in person at the Dade City office, or at the drive-through in New Port Richey and Land O’ Lakes. View locations, hours of operation, and contact information.

39. Do I have to register to make an online credit card payment?

Please visit payment options and information for details on making a one-time “Quick Payment”. 

40. Is there a user charge to pay online with a credit card?

For information on fees and payment options, please visit: Payment options and information Payment options and information

41. Is this bill payment site safe to use?

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

42. Is my credit card information saved?

No, credit card information is not saved in the system; we process the payment real time and discard the credit card information.

43. Can my credit card be charged automatically each month?

No. We do not save your credit card information. For automatic payment each month, please visit: payment options and information for details on electronic payment options.

44. Do I need a Pin number to pay my bill online?

No, you will need to enter your 8 digit customer number and your 7 digit account number.

Please enter all numbers, including leading zeroes. These numbers are located on the top right of your utility bill statement.

45. If my account is disconnected for non-payment or insufficient funds and I make an online payments, is my account automatically reconnected?

No, a reconnection fee is required. View Steps to Reconnect Services.

46. When are payments posted to my account?

Payments are posted the next business day.

47. Why is my credit card rejected?

Possibilities are:
• Numbers/expiration dates are incorrect.
• Your issued bank blocks the card from internet usage for security reasons.

48. Can I use my debit card to make a payment?

Maybe, some banks block the card from internet usage for security reasons.

49. Can I look up my utility billing account online?

Yes, once you have registered to pay online you can access account information.

50. Do you accept credit card payments over the phone?

Yes, please visit payment options and information  for the Pay by Phone number

51. Someone contacted me about a free in-home water test. Do they represent Pasco County?

Pasco County employees all have photo ID cards, and drive vehicles that are clearly marked as Pasco County. Employees will never ask to come inside your home to test your water. Always practice safety first. If someone asks to enter your home to test your water, request to see a photo ID. Never feel obligated to allow anyone to enter your home. Companies that offer "free" home water tests may be trying to sell you water treatment products. Companies using tests that make tap water "change color" may make it appear your water is unhealthy when it is perfectly safe. Pasco County Utilities constantly tests and treats the water before it is provided to customers to make sure it is superior to all federal requirements for safe drinking water. It is our constant goal to provide our customers with a safe and dependable supply of drinking water. If you have any questions about water quality, call (727) 847-8131, Monday through Friday from 8 a.m. to 5 p.m. Or, click the link below to download the most recent water quality report for your service area. View your water quality report.

Find your water quality report

52. Why are Utility workers opening the hydrants in my neighborhood?

Hydrants are sometimes opened in order to “flush” water from utility lines. This is typically done in order to maintain the highest standards of drinking water quality for our citizens.

Water that has remained in the pipes too long may begin to pick up off-tastes, odors, or discoloration. In addition, the gradual breakdown or loss of the disinfecting agent from the water can eventually require that the water be flushed from the system in order to maintain its safety for consumption.

Hydrant flushing tends to be more common in neighborhoods that have relatively low water usage compared to the water supply infrastructure. In order to serve growing populations, public utilities plan and build water supply infrastructure in anticipation of projected demand. In some areas of Pasco County, the piping that had been installed to keep pace with growth is currently oversized compared with demand. Without that expected demand, the water “ages” in the pipe, and its quality deteriorates to a point that it cannot be delivered for public consumption. As a result, flushing operations are sometimes necessary in order to ensure the continued delivery of safe, high-quality drinking water to our citizens.

Pasco County Utilities remains committed to prudently managing water resources and protecting the health of our communities.