Frequently Asked Questions
Why do I have to pay a deposit to set up new services?
I am behind with my payments! What are my options?
What are the current water rates?
How can I change the mailing address on my bill?
How can I monitor my water usage?
I had a leak and my bill is high. Does the City of Santa Fe offer relief?
I have questions about my sewer?
I have questions about my trash pick-up?
How do I start a new service?
Tenants: You need to come in person to 801 W. San Mateo Rd. and bring:
- A lease that states a lease term of 6 months or longer
- A photo ID of yourself
- The Utility Billing Liability Form signed by your landlord and yourself.
We will either collect a deposit or require that you provide a current letter from another Utility company that states you have an excellent payment history for 1 year in order to establish the account.
New Owners: We need a copy of the Warranty Deed or the Settlement Statement that you receive from your title company on the day of closing. You are welcome to either email it to us at utilitycustomerservice@ci.santa-fe.nm.us or bring it in person to us at 801 W. San Mateo Rd.
Why do I have to pay a deposit to set up new services?
The City of Santa Fe requires all tenants to pay a deposit for utility service. There are two exceptions the City of Santa Fe will waive the deposit for:
- If you had service in the past and had excellent credit history with the City of Santa Fe.
- If you bring in a current letter of credit from another utility company.
Why is my bill so high?
Your bill may be high for several different reasons, such as high water consumption. For assistance with your bill:
- Call customer service at 505-955-4333.
- In person at 801 W. San Mateo.
How do I set up Direct Debit?
Click this form _____________, fill it out, and attached a VOIDED check or a deposit slip with routing and account numbers. You may either submit the completed form and check:
- Via mail sent to City of Santa Fe Water Division, PO BOX 5439, Santa Fe, NM 87502.
- In person at 801 W. San Mateo Rd at the cashier’s window.
- In person at City Hall, 200 Lincoln Ave, ground floor in the accounts receivable office.
I am behind with my payments! What are my options?
Contact one of our Utility Billing Collections Specialists at (505) 955-4333 to discuss your account. Click to access Utility Billing Collections contact information and FAQ’s.
What are the current water rates?
Click for current Water Rates.
How can I change the mailing address on my bill?
Call a customer service representative at 505-955-4333.
Can I access my meter?
NO! You need to call customer service at 505-955-4333 to schedule a technician to access the meter. You can be charged a $200 tampering fee for accessing the meter without the City of Santa Fe Utilities approval.
How can I monitor my water usage?
The City of Santa Fe now has an App called Eye on Water that you can download for free. Eye on Water provides you more control of your water usage by allowing you to monitoring your water usage on your phone, tablet, or computer.
I had a leak and my bill is high. Does the City of Santa Fe offer relief?
You can apply for a leak adjustment. The customer is still liable for the water consumed, however we will adjust the bill to the lowest consumption rate. The leak must be fixed prior to submitting an adjustment. Click for the Water Leak Credit Guidelines to verify you qualify. Fill out the Leak Adjustment Form and submit it with all supporting documents:
- In person at 801 W. San Mateo
- Via mail sent to City of Santa Fe Water Division, PO BOX 5439, Santa Fe, NM 87502
How do I pay my bill?
You can make your payment:
•In person at 801 W. San Mateo at the cashier’s window.
•In person at City Hall, 200 Lincoln Ave, ground floor in the cashiers’ office.
•Call Apay at 505-955-6100. You will need to have your customer number and account number ready.
•Online at http://ecom.utilities.ci.santa-fe.nm.us/
I have questions about my sewer?
- Call Wastewater Management (505) 955-4650
- Click for Sewer FAQ’s
I have questions about my trash pick-up?
- Call Environmental Services (505) 955-2200
- Click for Environmental Services Information
If you have any questions regarding your City of Santa Fe Utility account please contact a Customer Service Representative at 505-955-4333.