Customer Service FAQ's - Valencia Water Company

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 or call our Customer Service Department at 661-294-0828, between 8 a.m. and 5 p.m., Monday through Friday, excluding Holidays 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.

I had a higher bill than expected. What happened?

The most common causes of higher-than-normal usage are landscape irrigation system issues. This may include changes in the duration and frequency of your watering, leaking valves, broken sprinkler heads, or broken pipes. If you suspect a leak, look around your home or business for telltale signs: moss growing on the ground, valves or sidewalks; mushy soil or grass; dirt on sidewalks or driveway near a sprinkler head. You can also check your meter to help confirm a leak. If you have a landscape maintenance company, consult with them to see if they have noticed any problems.

Other common causes of high usage include leaky toilets, constantly running toilets, valves or bypasses left open, and increased laundry.

Customers who have questions about their water bill or who would like to contest the billed usage should contact our Customer Service Department at 661-294-0828, between 8 a.m. and 5 p.m., Monday through Friday, excluding Holidays 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 of mailing by VWC. See How to Read Your Bill, which shows what your due date is/was for your current and past due charges.

What are your hours?

Our office is open 8 a.m. to 5 p.m. Monday through Friday, excluding holidays and special events. Feel free to stop by our office, or call 661-294-0828, during those hours. 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?

Pay Online through Valencia Water Company's PayConnect: 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 electronic checking/savings account. Also review your account information including payment history, water usage, previous bills and more!

Automatic Recurring Direct Payment Plan (Automatic Debit): 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 service, 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: Feel free to make your payment at the above location using check, traveler’s check, cashiers check, or money order made out to Valencia Water Company. We also accept cash if you’re paying in person. A drop box is available in the front of the building or you may walk your payment in. Our office is open Monday through Friday from 8 a.m. to 5 p.m., except on holidays and during special events.
We are located in the Valencia Industrial Center at 24631 Ave. Rockefeller, Valencia, California.

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, between 8 a.m. and 5 p.m., Monday through Friday, excluding Holidays, 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?

All our rates are set by the California Public Utilities Commission. With the exception of low-income customers, we are not authorized to offer discounts to select groups of customers. We offer the same price to all of our customers, as shown in the Rates section under Customer Service. Qualifying low-income customers can receive a 50% discount on their monthly service charge. For more information, see Rates.

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, driver’s 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 by the California Public Utilities Commission, with the intent that the charge for each meter corresponds to the cost of service for that size of meter. The current charge has been effective since January, 2005.

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?

Log on to WebConnect and click on Disconnect Service or call our Customer Service Department at 661-294-0828, between 8 a.m. and 5 p.m., Monday through Friday, excluding Holidays. If your current Billing Address is the same as the service location, a Forwarding Address is necessary to close your account.

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 2 business days in advance.

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

Log on to WebConnect and click on Transfer Service or call our Customer Service Department at 661-294-0828, between 8 a.m. and 5 p.m., Monday through Friday, excluding Holidays.

If you need to START service, please DO NOT email your request. You must call us directly. All Transfer Service requests need to be made 2 business days in advance.