Frequently Asked Questions

Have you received my payment?

To find out if Valencia Water Company has received your payment you can log on to your account via WebConnect, call our Customer Service Department at 661-294-0828 (see office hours and calendar), or e-mail us at customerservice@valenciawater.com.
If you need to START or STOP service, please DO NOT email your request. You must call us directly.

 

What is this ‘Water SMART Allocation’ on my monthly bill?

Monthly water allocations now appear on billing statements for individually meter residential customers. The program is a fair and equitable method of providing residents an amount of water calculated to efficiently meet their specific needs. For more information, see Water Smart Allocation Program details or call a Customer Service representative at (661) 294-0828.

 

When is my bill due?

Bills are due and payable upon date of presentation. It will become past due if not paid within 19 days from the date of mailing. Customers whose water bill payments have not been received by the time their next regular bill is generated will incur a $10 Late Fee. See How to Read Your Bill, which shows what your due date is/was for your current and past due charges.

 

What happens if I don’t pay my bill?

Customers who have not paid their water bill by 21 days after the due date and have a past due balance of $35.00 or more are subject to termination of their water service. A Termination Notice is generated and the customer is charged a $25.00 Termination Notice Fee at this time. The Termination Notice Fee is placed at the customer’s premises 48 hours prior to service termination.

 

What are your hours?

See office hours and calendar for business hours. Feel free to stop by our office, or call 661-294-0828. In an emergency, a company representative can be contacted 24 hours a day, 7 days a week at the same number. We are located in the Valencia Industrial Center at 24631 Avenue Rockefeller, Valencia, California.

 

How can I pay my bill?

Valencia Water accepts American Express, Visa, Discover, MasterCard and electronic check payments free of all convenience fees. To pay by phone, have your VWC account number handy and call (844) 350-4354.

Pay Online through Valencia Water Company’s WebConnect: You can instantly pay your bill from the comfort of your home with the click of a button, 24 hours a day, 7 days a week. Use your checking account or credit/debit card. Also review your account information including payment history, water usage, previous bills and more!

Automatic Bill Payment Plan: Authorize us to pay your bill through a monthly automatic bank draft. See Paying Your Bill for more information.

Online Bill Payment: You may use any third party online bill pay service, such as your bank’s online bill pay, and all payments will be delivered electronically to Valencia Water Company via the national electronic registry within 1-3 business days. Just be sure to select the correct vendor (Valencia Water Company, Valencia, CA), and use your current Valencia Water account number found on your bill.

Mailing your bill: Enclose the detachable bottom portion of your bill, along with a check or money order for the amount due, in the envelope provided to ensure speed and efficiency in processing. Please do not include cash or coin.

If the envelope provided is lost, mail to:

Valencia Water Company
P.O. Box 515106
Los Angeles, CA 90051-5106

Paying your bill in person: We accept cash, check, travelers check, cashiers check, or money order made out to Valencia Water Company. A drop box is available in the front of the building after hours. See office hours and calendar.

We are located in the Valencia Industrial Center at 24631 Ave. Rockefeller, Valencia, California.

 

Valencia Water Company Map

 

I had a high bill because of a water leak or pipe break on my property. Can I get an adjustment?

Unfortunately, Valencia Water Company cannot be responsible for the maintenance or operation of water systems on private property. If you are not able to pay the entire bill by the due date, please call our Customer Service Department at 661-294-0828, see office hours and calendar to make payment arrangements.

 

When will you read my meter?

We attempt to read all meters within 27 to 33 days. We read and bill by cycles (grouping of customers geographically adjacent) designed to be efficient to our operations, which in turn helps to keep your costs for water down. Call Customer Service for information about your next scheduled read day.

 

Do you offer discounts to seniors, low-income households or disabled customers?

VWC does not offer any discounts. All customers are subject to the same rate schedule.

 

Do you offer any third party notification for your elderly or disabled customers?

Yes, we can mail a notification to the third party you designate, such as a family member, clergyman or guardian. To qualify for the notification service, the customer or resident must be elderly (age 62 or older) or disabled. Please notify us of your request by providing your name and address along with appropriate information to document your situation. Proof of age must be supported by a birth certificate, drivers license, passport or other reliable document. Proof of disability must be certification from a licensed physician, public health nurse or social worker. Include the name, address and telephone number of the third party with a letter from third party accepting this responsibility.

 

What is the ‘Mo Srv Chrg’ on my bill, and how long have you been charging this?

This is the Monthly Service Charge, which is charged to all accounts and is based on meter size. This charge is a readiness-to-serve charge. The monthly service charge is set with the intent that the charge for each meter corresponds to the cost of service for that size of meter.

 

How do I go about having water service started at my home or business?

We need two business days to establish service. You can apply for service by phone or in person.

 

I just moved in or I am moving into the area, who provides my water service?

Valencia Water Company delivers water to Valencia, Stevenson Ranch, Commerce Center, Valencia Industrial Center and portions of Newhall, Saugus and Castaic. Contact us, if you have further questions about who provides your water.

 

Do you provide sewer or power, too?

No, Valencia Water Company only provides water service.

 

I am moving my home or business out of Valencia Water Company’s service area, how do I stop service?

Call our Customer Service Department at 661-294-0828, see office hours and calendar, to request disconnection. A phone number and forwarding address other than the current service address is necessary to close your account. A minimum of two business days is required to stop service.

If you need to START service, please DO NOT email your request. You must call us directly. All START and STOP service requests need to be made a minimum of two business days in advance.

 

I am moving to another location in Valencia Water Company’s service area, how do I transfer service?

Call our Customer Service Department at 661-294-0828, see office hours and calendar, to request a transfer of service. The effective START and STOP dates may overlap. Your new service address will have a new account number. Electronic payments made through your bank will need to reflect your new account number. A minimum of two business days is required to transfer service.

If you need to TRANSFER service, please DO NOT email your request. You must call us directly. All TRANSFER Service requests need to be made a minimum of two business days in advance.