Utilities Customer Service
Phone: (909) 798-7516 Phone: (909) 798-7529
Please be advised that the Customer Service office and phones will be closed for lunch on Thursday, October 10, 2024, between 11 am -12 pm. Both office and phone lines will re-open promptly at 12 pm.
Customer Service and the One Stop Permit Center lobby are open to the public 8:00 am – 4:30 pm, and the Customer Service Call Center hours are 8:00 am – 5:00 pm, both are open Monday through Friday, with the office/phones closed alternating Fridays. During peak times, you may experience a longer than normal wait time. We thank you for your patience and look forward to serving you.
DID YOU KNOW you may be able to get answers to your inquiries by accessing your city of Redlands utility account through Redconnect? Redconnect provides 24/7 access to your utility account. To enroll in this “free” service, please go to myredconnectaccount.org and click on “create new account”.
Utility Bill Assistance Program
The City’s Utility Bill Assistance Program provides a $25 credit towards your bi-monthly utility bill, per calendar year, for eligible customers and must be renewed each year. Please note that this benefit is not retro-active and will only be approved for the first 1,000 eligible customers to submit their application with verification of eligibility. Eligibility requirements include but are not limited to:
-Being a Water utility account holder in the City of Redlands
-Household income is below $65,880 OR is enrolled and receives one or more of the following benefits (must attach verification of eligibility):
- Children’s Health Insurance Program (CHIP)
- Childcare Subsidies through the Child Care and Development Fund (CCDF) Program
- Medicaid
- Temporary Assistance for Needy Families (TANF)
- Supplemental Nutrition Assistance Program (SNAP)
- Free and Reduced-Price Lunch (NSLP) and/or School Breakfast (SBP) programs
- Medicare Part D Low-income Subsidies
- Supplemental Security Income (SSI)
- Head Start and/or Early Head Start
- Special Supplemental Nutrition Program for Women, Infants, and Children (WIC)
- Section 8 Vouchers
- Low-income Home Energy Assistance Program (LIHEAP)
- Pell Grants
- Southern California Edison’s California Alternate Rates for Energy (CARE) of Family Electric Rate Assistance (FERA) program
For further information please contact Customer Service at 909-798-7516
Complete and Submit Form Online: UTILITY BILL ASSISTANCE PROGRAM APPLICATION
Important Phone Numbers and Addresses
Water Information, Start/Stop Services, Meter/Street Leaks, Inquires, etc. – 909-798-7516
After-Hours Emergency Water Service (Redlands Police Dispatch) – 909-798-7681, press 0
Solid Waste Information, Missed Collection, Cart replacement, Roll-off orders, etc. – 909-798-7529
Water Conservation/Enforcement– 909-798-7527
Construction Meter Rental – 909-798-7516
Sewer Information- 909-798-7516
Household Hazardous Waste Disposal – 909-798-7601
Street Cleaning Service- 909-798-7655
Customer Service Email Address: mudcustomerservice@cityofredlands.org
Redconnect Account: myredconnectaccount.org
Correspondence – City of Redlands, PO Box 3005, Redlands, CA 92373
Our Water is Safe
Per the U.S. Environmental Protection Agency, the COVID-19 virus has not been detected in drinking-water supplies. Tap water can continue to be used as usual for drinking and other purposes. Redlands’ water treatment and delivery systems are fully functioning to provide high-quality, safe and reliable drinking water to our customers.
Division Purpose
The primary purpose of the Customer Service Division is to provide accurate and timely billing for water, wastewater, solid waste, street cleaning and household hazardous waste services. In addition to providing billing services, the Customer Service Division is a cross-functional team that provides assistance to customers for information on their utility bill, such as: various services billed, water usage, sewer usage, refuse service–including missed trash collections, proper disposal of household hazardous waste, recycling opportunities, water conservation and restrictions, automated payment programs and assistance with enrollment in RedConnect, a “free” online service that provides account information 24/7.
Utility Account Information and Payments
New BillPay Kiosk Available 24/7 – No Fees!
The City of Redlands is excited to announce that our new payment kiosk is available 24/7. It is located at 35 Cajon St., Redlands CA, 92373, by Suite 15B.
Accepted payment methods: Cash, Check, and Credit/Debit cards.
With cash payments no change is given. Overpayments will be applied to the utility account as a credit. There is a $500 transaction limit for credit card, ATM/Debit, and $125,000.00 limit for ACH/EFT transactions. No service fees are charged at our kiosk.
Drop Box Payment
A drop box is available outside the Revenue Division, Suite 15-B, for after-hours payment convenience.
We do not accept cash in the drop box. Please pay by check, money order, cashier’s check, or make a payment at the kiosk.
Mail Payment
Mail your payment to PO Box 6903, Redlands CA 92375.
Pay Online with RedConnect Account OR Enroll in RedConnect
RedConnect is a secure, up-to-date, online access portal to your City of Redlands municipal services account information. With RedConnect you can:
- View or print a copy of your bill.
- GO GREEN and eliminate paper waste by signing up to receive e-bill notifications.
- Sign up for FREE automatic debit payment programs
- Review your water usage history, billing history and payment history.
- Review your service order history.
- Make an online payment using InvoiceCloud. InvoiceCloud® charges a $4.50 service fee per $500.00 transaction for a credit card, ATM/Debit, and $3.95 for ACH/EFT transactions from your checking or savings account up to $125,000.00.).
Click here to create your personal RedConnect account today: My RedConnect Account
Click here to view RedConnect FAQs
Pay Online as Guest
Pay Your Municipal Services Bill Online using InvoiceCloud®-
InvoiceCloud® gives you the option to pay your municipal services bill with a credit card, ATM/Debit or ACH/EFT transaction from your checking or savings account. InvoiceCloud accepts Visa®, Mastercard®, Discover®, American Express®, GooglePay, ApplePay and E-Checks. Also, as an added convenience, you can enroll in “Pay by Text.” To make a payment, please have your premise address and utility account number available. InvoiceCloud® charges a $4.50 service fee per $500.00 transaction for a credit card, ATM/Debit, and $3.95 for ACH/EFT transactions from your checking or savings account up to $125,000.00. Click here to Pay Bill Online Now.
Pay by Phone
Pay Your Municipal Services Bill by Phone using InvoiceCloud®-
InvoiceCloud® gives you the option to pay your municipal services bill with a credit card, ATM/Debit or ACH/EFT transaction from your checking or savings account. InvoiceCloud® accepts Visa®, Mastercard®, Discover®, American Express®, GooglePay, ApplePay and E-Checks. To make a payment over the phone, call InvoiceCloud’s toll-free number, 855-718-1514, and follow the prompts. Please have your utility account number available. InvoiceCloud® charges a $4.50 service fee per $500.00 transaction for a credit card, ATM/Debit, and $3.95 for ACH/EFT transactions from your checking or savings account up to $125,000.00.
Online Banking Note - As a reminder, be aware that payments made by customers utilizing private online banking methods (your private bank) are not posted to your City of Redlands municipal services account immediately and may take up to five business days to be received and applied to your municipal services account.
Enroll in an Automatic Payment Program
There are two FREE automatic payment program options to choose from, making it easier than ever to pay your City of Redlands utility services bill!
Option 1 - Bi-monthly AUTOMATIC payment program: Once you enroll, your bank account is drafted for the full amount due on your bill due date. This service is offered through InvoiceCloud, a third party provider for the City of Redlands. With InvoiceCloud, you can elect to have payments drafted from your designated CHECKING or SAVINGS account. There is no charge for this FREE automatic-payment service.
Option 2 - 1-2-3 Done! Monthly In-advance AUTOMATIC program: This program drafts from a designated CHECKING or SAVINGS account. Once you enroll, the first draft will draft your bank account for the full amount due on your bill due date. The second draft, which is for one half of your current bill charges, will draft from your bank account 28 days later. So essentially, a draft occurs every month. There is no charge for this FREE automatic-payment service.
How Do I Enroll in an Automatic Payment Program?
There are several ways to enroll in an automatic payment plan–
1) Redconnect
The easiest way to enroll is on-line through Redconnect. Simply log-on to your Redconnect account and select “Payment Options,” located on the left-side navigation bar. From there select “Set-up automatic payments,” then select the payment option of your choice and follow the prompts. It is all on-line and convenient. If you do not have a Redconnect account, you will need to enroll in this FREE service, which provides access to your utility account 24/7. Please click on Redconnect to enroll today.
2) Complete and Submit Form Online
Click on ACH Form Online to complete and sign your authorization agreement. You will also be prompted to attach a voided check or savings withdrawal slip from your financial institution to complete the authorization agreement (deposit slips are not acceptable.)
3) Download Authorization Form and Mail
Download the authorization agreement by clicking here. Once you print, complete and sign the form, attach a voided check or savings withdrawal slip from your financial institution to complete the authorization agreement (deposit slips are not acceptable.) Please mail or bring the completed agreement to our office for processing. See below for address information.
4) Pick-up Authorization Form
For those customer who do not have access to a computer, you can simply stop by the office to pick-up an authorization form or we can mail one to you. Once you complete and sign the form, attach a voided check or savings withdrawal slip from your financial institution to complete the authorization agreement (deposit slips are not acceptable). Please mail or bring the completed agreement to our office for processing. See below for address information.
Mail Completed Form to: Hand-Deliver Completed Form to:
City of Redlands City of Redlands
Customer Service Division Customer Service Division
P.O. Box 3005 35 Cajon St, Suite 15A
Redlands, CA 92373 Redlands, CA 92373
Online Banking Note - As a reminder, be aware that payments made by customers utilizing private online banking methods (your private bank) are not posted to your City of Redlands municipal services account immediately and may take up to five business days to be received and applied to your municipal services account.
Senate Bill 998 and SB 3 – Discontinuation of Residential Water Service
Start or Stop Service
TO START WATER, SEWER OR TRASH SERVICE
The City of Redlands requires a pre-payment from all customers who have not established credit with the City. Established credit is defined as one year of service with a “satisfactory” payment record. “Satisfactory” is defined as making all payments on or before the payment due date. The pre-payment is based on a sum equal to three times the average or estimated monthly charges for the premise you are requesting services for.
The pre-payment will be credited to your account after one year of utility payments have been paid, provided a satisfactory payment record is maintained by paying all of your municipal services bills on or before the due date. Application for service can be started over the telephone, but the pre-payment must be paid prior to the start of service.
The following information is needed to open an account: Social Security Number/Tax Payer ID Number, Drivers License Number, Telephone Number, Mailing Address, if different than the Service Address. If you are renting, we will need the Name, Address and Telephone Number of your landlord. We will also need the name of your Employer and their Telephone Number.
To Start and Schedule Service, Call 909-798-7516, or complete the following information by clicking on this link: Start water, sewer, or trash service. Please Note: the completion of this form does not establish service, however, it will assist in expediting the set-up process.
TO STOP WATER, SEWER OR TRASH SERVICE
To stop service on an account, you will need to contact the Customer Service Division and speak with one of our Customer Service Representatives. Pertinent information from the account will need to be verified and a forwarding address provided for the final closing bill and any possible credits.
To Stop Service, call 909-798-7516, or complete the following information by clicking on this link: Stop water, sewer, or trash service. Please Note: the completion of this form does not stop service, however, it will assist in expediting the stop service process.