Shut-Off Balance and Payment Deadline

Views: 12734

Shut-Off Balance and Payment Deadline

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

What do I need to pay to avoid disconnection of service and when do I have to pay it?

  • The fastest and most accessible way to obtain disconnection information (balance owed and payment deadline) is to call 574.235.9236.
    • 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.
  • 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.

Where can I get an extension or make payment arrangements?

  • All extensions and/or payment arrangements must be made in the Customer Service Office by 5:00 p.m. on the "Disconnection Date" printed on your red disconnect notice or provided through our automated phone system (574.235.9236.)
  • There will be no payment arrangements or 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 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. and either 311 or the Utility is notified, you may have water services restored same-day.
    • 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 in the summer months.
  • A responsible adult must be present at the home when water is restored.
    • Property owners 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 the Utility's Customer Service Office.  
    • If it is not filled out in person in the office, it must be notarized and either faxed to 574-235-5645 or emailed to
  • If no one is present when service 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.

311 Process Notes

Please ask residents who call about the topic the following: "The City of South Bend is researching resident experiences related to impacts of the COVID-19 pandemic on utility bill payment. Interviews will last around 15-30 minutes and take place over the next few weeks. Would you be interested in speaking with a few City staff members to discuss your experiences?" If they say yes, please fill out this form.