How Do I ?

Whether you're a new utility customer, or have been a customer for many years, we would like to provide you with answers to the questions customers most frequently ask about their accounts. You may also want to refer to information available from the Solid Waste, Wastewater and Water departments.

• How often will I be billed?
• What is the basis for my water and sewer charges?
• How are the water charges calculated?
• What is the Tampa Bay Water Pass-Through Charge and why doesn't it appear on my bill every month?
• Why is my bill so high?
• Can I get an allowance on my bill for filling my swimming pool?
• What rules or laws govern the operations of the City's Utilities?
• What should I do when I'm ready to move?
• What should I do if I cannot pay my utility bill?
• What can I do if my service is turned off or discontinued for non-payment?
• What if I do not receive my bill when expected?

How often will I be billed?

Bills are sent out monthly. Once your account is established you will receive your bill at approximately the same time each month. For most customers, your meter will be read every other month. In months when we do not read your meter your consumption will be based on your averaged consumption. Tampa is transitioning to monthly meter reading. All customers are expected to be on a monthly meter reading schedule by October 2012.  Please advise the City of Tampa Utilities Call Center promptly, at phone number (813) 274-8811, if you fail to receive your bill.

What is the basis for my water and sewer charges?

Water and sewer rates are based on the units of water as registered by your water meter. One unit of usage (100 cubic feet, or 1 CCF) is equal to 748 gallons. Our engineers tell us that the average resident of Tampa uses about 3 CCF of water per month. This means that a family of four could expect to use about 12 CCF (or about 9,000 gallons) a month. Tampa has a tiered water rate; so the more you use, the more you pay per unit.

You can monitor your usage by referring to the meter reading and the number of units of usage shown on your bill. Take your own independent reading of your water meter (disregard the last two fractional digits of the reading), and compare it to the reading on your bill to confirm that it's correct. Note: At locations where meters are read only once every two months, the usage is averaged in months the meter is not read. In these months, an "A" (for "Averaged") will appear on your bill after the "100 Cu. Ft. Used" figure shown on your bill. When there is no "A" on your bill, you know that your meter was read. In these months, the number of units of usage shown on your bill is usage for the prior two-month period. You are, of course, only charged for the difference between the two-month usage and the prior month's averaged usage.

Note: Tampa is transitioning to monthly meter reading. All customers are expected to be on a monthly meter reading schedule by October 2012.

How are the water charges calculated?

The City of Tampa meters water use by cubic feet. One hundred (100) cubic feet of water is the same as 748 gallons and is billed as one unit. Tampa has a tiered water rate; so the more you use, the higher the per unit cost.

For some customers, your meters are read every other month until a transition to monthly meter reading for all customers is completed. In months when we do not read your meter your consumption will be based on your averaged consumption, so every other bill reflects your household's adjusted actual use. The tiered charges are calculated equitably over the two month read period and the amount previously billed on the averaged bill is subtracted to calculate "read" month bills. Here is an example of two bills for a residential customer billed at the FY 2012 outside city rate:

October 2011 - computer averaged bill - 15 hundred cubic feet (ccf) of water

November 2011 - actual read bill - 55 ccf of water (Note: tiered ranges doubled to equitably apply over 2 month period)

Since an averaged bill is based on the last 14 months of water use history, the more consistent your use - the more consistent your bills. Averages based on unusually high or low water use will adjust to more normal patterns over time. Unexpected high water use should be quickly investigated to avoid water waste.

Note: Tampa is transitioning to monthly meter reading. All customers are expected to be on a monthly meter reading schedule by October 2012.

What is the Tampa Bay Water Pass-Through Charge and why doesn't it appear on my bill every month?

The Tampa Bay Water Pass-Through Charge was established in order for the city to recover the additional costs associated with water purchases from Tampa Bay Water. Tampa Bay Water is a regional water utility that sells water to local water providers. The City of Tampa purchases water from Tampa Bay Water during times when demand is high and our own resources can no longer meet customer demand. This surcharge was put into place to recover the difference between what we pay Tampa Bay Water and what it normally costs us to produce water at our own facilities.

The surcharge is passed on to our customers only during times when the City of Tampa has had to buy water from Tampa Bay Water. A per unit cost is calculated from the total cost for all of the purchases from Tampa Bay Water during the previous 3 month period. The amount each customer pays is calculated by multiplying individual usage times the calculated per unit cost. The surcharge appears as a separate line item on the utility bill and, like the tier rates for water, the surcharge line item is subject to tax.

For more information on the surcharge contact a Utilities Call Center Customer Service Representative at (813) 274-8811.

Why is my bill so high?

Over the years we have found that the most frequent cause of a high bill is a leak, and that the most frequent type of leak can be traced to the toilet. In many cases a large quantity of water can be leaking through a toilet so quietly that a homeowner or occupant does not even hear it.

You may be able to save a costly plumbing bill by using some sort of food coloring or bluing. Add the coloring to the water in the toilet tank (top part) and then observe the water in the bowl (bottom part) for several minutes. Any coloration of the bowl water means you have a leak and the fixture should be repaired promptly.

If your water bill increases dramatically and your household patterns haven't changed, you may have a leak.  If you suspect a leak, we suggest that you turn off all faucets and taps and locate your water meter. Your meter has a small triangular indicator on its face which, if rotating, means that you likely have a plumbing leak.

For this, or any other question about your bill, please call the Utilities Call Center at (813) 274-8811.

Can I get an allowance on my bill for filling my swimming pool?

Sorry, no. We sometimes are asked to give allowances for people who refill swimming pools after pool maintenance, but our policy is to charge for the amount of water used. We think that's fair to all our customers.
Please note that we don't charge for the water itself; we charge for the cost of purifying the water and delivering it to you.

However, because your wastewater charges are calculated based upon your metered water use, you may be eligible for an partial allowance for the wastewater charges associated with a pool filling. Contact the Utilities Call Center at (813) 274-8811 for more information.

When emptying your pool, remember that local ordinances deem it illegal to dispose of any pollutants (including chlorinated pool discharge) to the storm sewer. Please contact the Stormwater Division at (813) 274-3101 for proper disposal procedures.
 

What rules or laws govern the operations of the City's utilities?

City of Tampa utility departments are governed strictly by City Ordinances, which are passed by City Council and approved by the Mayor of the City of Tampa. These ordinances or laws state specifically the rates to be charged for all utility services. They also set forth the various service charges that you may be billed for service turn on, meter test fee, and miscellaneous collection fees.

What should I do when I'm ready to move?

As soon as you know when you want to discontinue service, call (813) 274-8811 and let us know so that we may arrange to take the account out of your name. Never depend on the next occupant to sign up for service and relieve you of your liability. If your wish, you may fill out the Stop Service E-mail Form, or Fax us your request at (813) 274-8430.

What should I do if I cannot pay my utility bill?

Your monthly utility bill is due when rendered and delinquent after 30 days. If you fall behind in payment you will receive a warning message on your bill advising you that service will be discontinued if not paid by a certain date. Please do not ignore this warning as the City turns off service to customers with delinquent bills. Like any other bill you receive, if you are going to have trouble making payment, contact our Credit Section at (813) 274-8780 to see what arrangements can be made to avoid discontinuance of service. Our Credit Section is located on the ground floor of 2105 N. Nebraska Avenue in Tampa, and can also be reached by Fax at (813) 274-7886.

What can I do if my service is turned off or discontinued for non-payment?

Discontinuation of water, wastewater and solid waste services for non-payment is initiated through the Credit Section. To reinstate service, please refer to the tag left at your property or contact the Credit Department at (813) 274-8780 regarding the payment amount required on your account. Payments for delinquent and discontinued accounts can be made online, by phone or in person on the ground floor of 2105 N. Nebraska Ave. If you make a payment on a discontinued account online or by phone, please contact the Credit Section at (813) 274-8780 about the possibility of same-day turn on. Please note that City Ordinance prohibits tampering with the water meter or anyone other than authorized City of Tampa employees from turning on or off service at the curb stop.

What if I do not receive my bill when expected?

Your City of Tampa utility bill is mailed monthly as long as your account remains in an active status. Utility account holders are responsible for payment regardless of whether or not the bill is delivered to you by the U.S. Postal Service. If you do not receive a bill around your normal billing date, please call the Utilities Call Center at (813) 274-8811 to determine your account status and confirm your mailing address on file. You may also view and pay your most recent bill online or get your account balance by calling the Automated Payment System at (813) 274-8811.

We hope these questions and answers will help you understand your utility billing system. If you have further questions regarding your account, one of our Consumer Services Representatives will be happy to help you. Just call (813) 274-8811.