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Utility Billing Customer Service
Residents choosing to conduct in-person business will be permitted into these facilities during regular business hours: 7:30 a.m. to 5:30 p.m. Monday through Thursday; 7:30 to 11:30 a.m. Friday. Customers should expect the following changes:
Only the sliding glass doors of the main entrances will be unlocked;
Social-distancing markers will be on the floor of the City Hall Customer Service Lobby;
Restrooms will be open and sanitized twice a day but water fountains will be turned off; and,
Customers are required to wear face-coverings in the buildings.
Customer Service Business Hours:
Monday-Thursday 7:30am-5:30pm and Friday 7:30am-11:30am
After Hours Water/Sewer Emergency #: 972-625-4471
Utility billing is responsible for billing and collection of residential and commercial bills for water, sewer, sanitation, and recycling accounts, as well as the collection of building permit fees.
Bill Payment Options
Online Payment via Visa/Master/AMEX card ($1.25 fee)
Automated Phone via Visa/Master/AMEX card (no fee, 972-625-2741 option 4)
Night Deposit (no fee, North side of City Hall)
Fidelity Express Locations Cash only ($1.50 fee)
Auto Draft via Visa/Master/AMEX Card ($1.25 fee)
Auto draft via Bank account (routing and account number) (no fee)
Mail to/visit office: 6800 Main St., The Colony, TX 75056
E-statements available: Register Online
Military Veteran and Active Duty Water & Sewer Discount Program
Online Enrollment Form (Military Water & Sewer Discount)
Service Requests
Service requests must be received no later than a business day prior to the business day service is requested to start. Applications received outside of business hours will be processed the next business day. Same day appointment $20 (pending availability) .
Please choose a link below to begin your service request. Once you have submitted your request, please contact Customer Services (972-625-2741 option 0) during business hours to complete the request.
Application Fee-New Service $20
No Show Fee (Each Missed Appointment) $20
Transfer Fee (The Colony to The Colony) $25
Deposits for residential properties (due at time of application):
$75 owner (amount may be higher based on past history)
$150 for renter (amount may be higher based on past history)
Deposits for commercial properties (due at time of application):
$1,000 for irrigation meters
Domestic commercial meters dependent on business type (contact business office)
Hydrant meters $1300
Disconnect for non-payment information
Water is disconnected after two (2) bills are past due. In order to restore service, the full balance, disconnect fee of $20 and deposit increase up to $100 is due in full. Payments to restore service must be made during business hours.
If you are in need of an extension to avoid disconnect, please contact 972-625-2741 option 0 prior to disconnect date listed on your late notice to determine if you are eligible for an extension. If an extension agreement in not fulfilled by date and terms, no further extensions will be granted for a period of one (1) year.
Late Fee
Payments received after the due date are subject to a 15% late fee.
Returned Payment Fee
Payments that are returned as non-sufficient funds, closed account, etc. are subject to a $25 fee.