Water and Sewer Bills
Frequently Asked Questions
Commercial, industrial, mixed use and multi-family residential property
Online Bill Payment
Where does my water come from?
New York City’s water comes from nineteen reservoirs, three controlled lakes and hundreds of miles of aqueducts, which stretch from the Catskill Mountains down to Westchester County. This system consists of the Croton, Catskill and Delaware Watershed systems and a ground-water supply, the Jamaica Wells, in the Borough of Queens. The Croton System storage is 94.5 billion gallons. It can transfer up to 90 million gallons a day to the Delaware System via two hydraulic pumping stations, which are only activated during drought conditions. In addition, 100 million gallons a day can be transferred from the Catskill System to the Croton System if there are problems in the Croton Reservoir. The Catskill System has a storage capacity of 140.5 billion gallons and normally supplies 40% of the daily demand. The Delaware System is NYC’s newest and largest, with a storage capacity of 320.4 billion gallons.
How is DEP involved with water and sewer services?
The Department of Environmental Protection is charged with providing to the residents of the City of New York clean and safe water and the appropriate and safe management and disposal of wastewater. Additionally, DEP protects and maintains the water supply system, the water delivery system, the sewer system, the wastewater treatment plants and disposing of the product of those plants.
DEP is responsible for reading water meters, charging and collecting fees related to water and sewer usage from property owners in New York City and surrounding communities, monitoring and controlling who connect to the water and sewer systems, ensuring the safety of the system.
Aren’t water and sewer bills taken care of by my mortgage company?
For small properties (under 5-family buildings), most mortgage companies will no longer take care of these charges. This is primarily due to the fact that all small properties are billed on metered consumption, not an annual flat-rate bill. To understand the difference between these two types of billing, see When Do I Get a Bill?.
What types of water and sewer bills are issued?
Most small properties in NYC are now billed on metered usage as measured by the water meter in their property. Water meters are read once every four hours by an Automated Meter Reading device and bills are generated once every three months for most customers. Larger residential properties may be enrolled in the Multi-family Conservation Program (MCP). The MCP is based on a flat, per unit, annual charge, and is designed to encourage conservation while still allowing participants to remain on a flat rate.
What is on my bill?
Your water and sewer bill contains several important pieces of information. At the top are boxes that contain the following:
Your account number (13 numbers)
The date the bill was issued
The date the bill is due
The amount of the bill, and
A place to enter the amount you are submitting for payment
What part of the bill is important?
The middle portion of the bill shows the detail information pertaining to what you are being billed for.
If the bill is not dated July 1, it is most likely a bill based on your actual consumption. This type of bill will first list the meter number, then it will list the date of the last reading, then the date of the most recent reading. It will show you the number of days in that period. It will show the “type” of meter reading the bill is based upon (see Estimated Bills). It will show the readings, the one the calculation is starting with and the “end” reading. At the right it will show the consumption in “cubic feet” for the time period. Further to the right it will show the consumption rounded up to units of “100 cubic feet”, which is how the bill is calculated.
On the right edge of the bill, approximately in the middle of the page, near the billing and meter information, will appear the dollar charge for water and immediately under it will be the sewer charge. The total amount will be displayed below with the words “Pay this Amount.” This amount should match the amount shown in the box at the top of the bill page.
Other important information:
The top of the bill has the return address which is below; this address should show through the window on the envelope.
NYC Water Board
P.O. Box 11863
Newark, NJ 07101-8163
On the right side, under the amount due, is the address where you should send written inquiries if you have questions about your bill, how it is calculated, requests for forms, general information.
Why am I required to have a water meter?
In 1985 Local Law 53 was passed which required all new construction and all substantially renovated properties to install water meters as part of a major conservation effort. In 1987, the City Council approved a plan called “Universal Metering” which over a ten year period, required DEP to install or cause to be installed, water meters in every property within the City. This was also part of the same major conservation program.
The installation of water meters is an important reason why New York City has more than enough water to meet its needs.
Who is responsible for the water meter?
For most small properties in New York City, DEP is responsible for the initial installation, replacement and repair of the meter. There are some occasions where the property owner may be responsible – and all newly constructed or renovated properties must install water meters at their own expense.
Property owners, however, are responsible for protecting the water meter, ensuring that it is not damaged by freezing weather or negligence.
Property owners may also be responsible for replacement of the meter if it is illegally removed.
Where is my water meter?
Water meters are required to be installed on a property’s water supply line very close to where it enters the building. Some water lines come into a property underground, which requires the water meter be installed in a pit, which may be indoors, in a basement, under a sub-floor, in a garage or outdoors in a yard. Where an outdoor pit is required, it must be insulated to protect the meter in winter.
How can I check my water meter?
Water meters are mechanical devices and most work in a similar manner. They have a measurement device in an inner chamber that is calibrated to record the amount of water that goes through the meter. Most meters in one, two and three family homes record water in tenths of cubic feet. A tenth of a cubic foot of water is approximately equivalent to ¾ of a gallon of water.
If you question your bills and feel that your meter is recording incorrectly, you may request to have a “meter accuracy test” be performed on your meter. This test is not free and a service fee of $180.00 must be paid before a meter test appointment can be arranged. Please call our Customer Call Center at 718-595-7000 during business hours and speak to a Customer Service Representative for more information about this service.
How can I get a water meter installed in my property?
All properties were offered an opportunity to have DEP install a water meter up to July 1, 2000. After that date, most customers without a meter were required to install a meter at their own expense. There are some circumstances that affect these rules so property owners without a meter should contact DEP at 718 595-7000 before taking any action.
What is Automated Meter Reading (AMR)?
Automated Meter Reading (AMR) is an important improvement in DEP’s comprehensive transformation of its Bureau of Customer Services. AMR devices consist of small, low-power radio transmitters connected to individual water meters that send water meter readings to a network of rooftop receivers throughout the city. These receivers will provide DEP with all relevant billing information and eliminate the need for meter readers to visit your property. Customers can also track their consumption online up to four times each day at DEP’s AMR website. Learn more about DEP’s AMR program.
How do I read my water meter?
All water meters approved for use by DEP read much like a car odometer. To learn how to read your meter properly, read How to Read a Water Meter (PDF).
Who do I speak to about water and sewer bills?
If you have a question about a bill you have, DEP operates a Customer Call Center which can be reached at 718-595-7000, Monday through Friday, 9am to 6pm and Saturday, 9am to 2pm.
You may choose to visit one of our borough offices, open weekdays from 9am to 5pm.
How are water rates determined?
Like water utilities around the country, DEP’s budget is funded by revenue it collects through water and sewer rates. The New York City Water Board is responsible for setting these rates, and must ensure that they are able to fund the entirety of DEP’s operating and capital needs. This includes salaries and benefits for DEP’s more than 6,000 employees, as well as major initiatives like the ongoing construction of Water Tunnel No. 3, the construction of a filtration plant for the City’s Croton system and significant upgrades and repairs to treatment plants, sewers and other water infrastructure, all of which enable DEP to provide clean, safe water to New Yorkers for decades to come and ensure that the health of the City’s waterways continues to improve.
Though water rates must satisfy the capital and operating needs of New York City’s water and sewer system, the Water Board also strives to set rates that are equitable and fair, that encourage conservation, and that are understandable to the City’s water and sewer customers. Before any rate increase is adopted, the Water Board solicits public comment through hearings held in each borough.
How do I get a bill?
If you are not receiving a bill every quarter and you know you have a water meter, contact DEP’s Customer Call Center at 718-595-7000 (Monday through Friday, 9am to 6pm and Saturday, 9am to 2pm) and speak to a Customer Service Representative. An inspection by our field staff may be necessary. If you wish, you may also view our Customer Registration Form which you may complete on line, print, sign and mail to the Bureau of Customer Services at:
DEP, Bureau of Customer Services
Attention: Mail Services, 7th floor
59-17 Junction Boulevard
Flushing, New York 11373
You may also write to DEP at the above address. Please provide daytime contact phone numbers in all forms or correspondence submitted to DEP.
When do I get a bill?
Most small properties in NYC are now billed on metered usage as measured by the water meter in their property. Water meters are read once every four hours by an Automated Meter Reading device and bills are generated once every three months for most customers.
Larger residential properties may be enrolled in the Multi-family Conservation Program (MCP). The MCP is based on a flat, per unit, annual charge, and is designed to encourage conservation while still allowing participants to remain on a flat rate.
Why did I get an estimated bill?
An estimated bill is issued if DEP was unable to obtain a meter reading for your meter. If this occurs once or even twice, you can easily verify the estimated reading on your bill against the reading on your meter. (For instructions about reading your own meter, click here). Please call DEP at 718 595-7000 to schedule an appointment to repair or install an Automated Meter Reading device.
What do I do if my bill is estimated?
The Water Board is authorized to issue estimated bills when reliable reading information is not available. Receiving an estimated bill is not justification for avoiding payment as the Water Board considers estimated charges as valid bills if they are based upon good historical consumption information. Do not let consecutive estimates continue longer than three sequential bills without contacting DEP.
My bill says “Estimated”, what do I do next?
If your bill says ‘Estimated’ in the field marked ‘Read Type’, (see an image of a bill), look at the date of the estimated read and what numeric figure is listed as the ‘reading index’. Compare that number to what is displayed on the top of the register head of the meter, (click here for image of meter head). Remember that the bill will not show ‘zero’s or blank spaces’ on the left of the reading index but the meter may have them.
If the index number (meter reading) on the bill is very similar to the number on the meter (the index number on the meter will most likely be a higher number by the time you receive the bill), then the bill is considered valid and should be paid as you would a normal meter bill with an actual meter reading.
What do I need to know?
Commercial, industrial and many mixed-use properties have been required by law to have water meters. The meters in large properties may occasionally be large meters and some types may have two dials, not just one.
How am I charged for water and sewer services?
All commercial and industrial properties within New York City should be metered according to Local Law 53 of 1985. This rule states:
All new construction, regardless of type, residential, mixed use and commercial, must be metered and billed based upon metered consumption from the start of construction.
All commercial space inside a residential building must be metered and billed upon metered consumption, which means space containing a business, office or other retail or commercial entity must have a water meter measuring the water that supplies that space.
The Water Board offers some customer assistance programs that may help reduce your bill. A brief description of the programs are below:
Leak & Waste Forgiveness Program – This program is offered to customers who meet qualifications set in the Water Board Rate Schedule. The program is only available through a written application sent to the Customer Services mailing address on your bill. If you receive a very large water and sewer bill, and it was due to an extraordinary leak on your property that was not in a fixture like a toilet, a sink, a tub, a garden hose, etc… and it required you obtain the services of a licensed plumber to do the repair, the program compares the high bill to other normal bills from matching time periods and if it meets certain guidelines, you may be able to receive a reduction in the charges. (NOTE: the charges on the high bill will never be reduced more than half of their original issue value.)
Four Year Billing Limitation – The Water Board has a self-imposed limitation on its ability to upwardly adjust bills that were originally issued at a lower amount. This restricts the Water Board from increasing the size of an existing bill that was issued more than four years in the past. If you have never received a bill for water and sewer services, you are liable for four retroactive years of charges. NOTE: If a “Title Meter Reading” is not requested and completed at least 30 days prior to you taking ownership at the closing, you are not protected from un-issued charges that may date back to consumption of the prior owner, if it is discovered that those earlier charges were too low.
The four year rule is not a limitation on how much you may be responsible for if you have extended unpaid charges. Bills issued by the NYC Water Board that are based upon actual consumption, using actual readings and data from a functioning meter, are valid and considered a “lien” against your property until they are paid in full.
How long will it take for my payment to be posted?
Please allow at least (3) business days for your payment to process.
Is there a service charge?
DEP now offers a variety of enhancements and options for account holders through the DEP website. Use your computer, smartphone, or tablet to make payments any time. For both online and mobile payments, you can pay via automated transfer from your checking or savings account without an additional charge. We will also accept credit and debit card payments, including MasterCard, Discover and American Express cards, for a 2.25% convenience fee. We do not accept Visa.
Click here to learn more
Where can I see my payment history?
Your billing and payment history is available online through My DEP Account. Click the blue “My DEP Account and Online Bill Pay” button and follow the instructions.