Views:

Shut-Off Balance and Payment Deadline

Residents can find information about shut-off balances and the deadline for making payments or getting a payment extension or an installment plan. 


What do I need to pay to avoid disconnection of service?

  • To prevent services from being shut off, the disconnection amount plus any unpaid deposits must be paid. The fastest and most accessible way to obtain disconnection information (balance owed and payment deadline) is to call 311. To access the IVR to make a payment, press 2.  You will need your account number or the phone number associated with your account. Please call 311 if you have questions regarding your disconnection amount or disconnection date or e-mail SBMUcustomerservice@southbendin.gov.
    • This service is available 24 hours a day, 7 days a week at no charge to you.
  • Payments must be made by 5:00 p.m. on the date printed on your disconnection notice (also provided through our automated phone system) to guarantee that your water service will not be disconnected.
  • The Utility will continue accepting payments after 5:00 p.m., but cannot guarantee a payment made after 5:00 p.m. will prevent service disconnection.
  • If your account is processed for disconnection, you will have to pay the entire past-due balance on your account to have services restored. This often includes another month's bill as well as any unpaid deposit. 


When do I need to pay to avoid disconnetion?

  • Call 311 for disconnection information (balance owed and payment deadline)
    • You will need your account number or the phone number associated with your account.
    • This service is available 24 hours a day, 7 days a week at no charge to you.
  • Payments must be made by 5:00 p.m. on the date printed on your disconnection notice (also provided through our automated phone system) to guarantee that your water service will not be disconnected.
  • The Utility will continue accepting payments after 5:00 p.m., but cannot guarantee a payment made after 5:00 p.m. will prevent service disconnection.

 

 


Where can I get a payment extension or obtain an installment plan?

  • All payment extensions and/or installment plans must be made in the Customer Service Office by 5:00 p.m. on the "Disconnection Date" printed on your red disconnect notice or call 311.
  • There will be no installment plans or payment extensions given after services have been processed for disconnection.


How do I get services restored once I have been processed for disconnection?

  • Once you have been processed for disconnection, you must pay your entire past-due balance or contact 311 to ask for the option of a special installment plan which may require a down payment and any unpaid deposit to have water service restored.
    • This amount often includes another month's bill on top of what would have been owed to avoid disconnection of service.
  • If payment is made by 4:00 p.m. you may have water services restored same-day. If a waiver of liability is on file, and the payment is made by 4:00 p.m. a call is not necessary to have services restored.
    • If payment is not made by 4:00 p.m., restoration of water service can be scheduled for the next business day.
    • Hours are subject to service availability and may vary.
  • A responsible adult must be present at the home when water is restored.
    • Account holders have the option of signing a waiver of liability if they do not wish to be present at the location when water service is restored.
    • The form is also available at: utilities.southbendin.gov.
    • The form is available at the Utility's Customer Service Office at 125 W Colfax as well.  
    • If it is not completed in the office or online, it may be emailed to SBMUCustomerService@southbendin.gov.
  • If no one is present when the field service representative arrives to turn the water back on, and a return trip must be made to restore services, a $15.00 return trip fee will be applied to the account.


How can I get additional help with paying my utility bill?

 


311 Process Notes

New waiver submissions can be found on the 311 Sharepoint page: https://southbendin2.sharepoint.com/sites/innovation/311/SitePages/Home.aspx  

Liaisons should inform the customer about the Utility Assistance Program to see if they can qualify. More information can be found in the South Bend Utility Assistance Program article.

To view the Pay By date to avoid shut off, please click this: SONP Date Link.

Once services are disconnected, a customer with a large balance that cannot pay the entire balance must pay some amount to get turned back on. The customer must pay the lesser of $250 or 25% down plus any unpaid deposits. The customer would then be entered into a special installment plan for the remainder to be paid (please see the "Special Installment Plan" knowledge article.  This is being piloted when we resume shut-offs.The liaison or CSR should encourage the customer to pay as much as they can.  Please transfer the call to the customer service office for the customer who needs to be entered into a special payment plan once they have been shut off.

When shut-offs resume during the beginning, the field service representatives will go out to turn water back on.  We will go out to attempt to turn water back on without requiring a call.  If the customer is not home and does not have a waiver on file, we will hang a door tag asking the customer to call us. When they call in, please use the general service work order or advise the customer to complete a waiver on line. There will be no return trip fee when we've gone out without scheduling.  

We are piloting this because we want to get people turned back on as quickly as possible. We will evaluate how effective this is to determine how this works in the future.