Telephone payments & Customer Service

Customers are encouraged to transact utility business by phone (or web) to avoid a trip to Government Center and avoid standing in line. Virtually all utility related business can be transacted remotely including start/stop service, bill payments, and account or service related questions. The Utility Services number is 469-272-2931. Menus are available in English and Spanish. The main menu has four (4) options:

  • To make a payment, press 2
  • To start new water and/or sewer service press 3 (refers the caller to Residential Water Service or Commercial Water Service)
  • For trash/recycling/brush/bulk collection inquiries, press 6 (caller is transferred to Waste Management 972-315-5400)
  • For all other inquiries press 7 to speak to a customer service representative, then press 0. Wait/hold times are monitored and the time in queue goal is not to exceed 5 minutes. Customers experiencing any difficulty with the phone system (including wait times in excess of 5 minutes) should report their difficulty with date and time they called to Utility Services. Suggestions for improvements are welcome.