Responsibilities

The responsibility of the Customer Service Department is to provide effective assistance to the residents of Woodway in conjunction with water, sewer, and trash services. The department reads and maintains water meters throughout the City and performs all functions in conjunction with the customer’s monthly utility bills. The Department processes in excess of 3,600 accounts in three cycles of utility bills each month.

Woodway would like to make your moving experience into your new home or business as smooth as possible. Woodway provides water, trash, recycling, and sewer services.

New Accounts

To start utility services please fill out the Request for residential water service or the Request for commercial water service and email or fax it to us with a clear copy of your driver’s license. Please be sure to leave either an email or phone number where we can contact you after we get the account set up because in most cases a water deposit is required to set up service. We are glad you chose Woodway for your home or place of business.

Provider Options

Important Forms

Payments

Payments can be made at City Hall, 922 Estates Drive, during business hours, Monday through Friday, 8 a.m. to 5 p.m. Payments made after 4:30 p.m. will be posted on the next business day. We accept check, cash or all major credit cards. Payment can also be sent through the mail.

Drop Box

A Drop Box is available for your convenience is located in the City Hall parking lot. Payments deposited in the Drop Box are picked up at 8 a.m. Monday through Friday.

Fees

To review the fee schedule for Water, Sewer, and Refuse Services, please see the Master Fee Schedule.

What do I do if I Have a Water Leak?

I have a water leak! If you think you have a water leak, it is important that you call Customer Services at 254-772-4480. We may be able to help you with your water bill if you have a leak and it is repaired. To qualify, your consumption during the leak period must be over 15,000 gallons.

Request for an Adjustment

Fill out a Request for Water Rate Adjustment. Provide a receipt for your repair. Your request will take approximately two weeks to process once it has been submitted to Customer Service.

During this process, the meter reader will check your meter to make sure your leak has been repaired. We then calculate your adjustment, if applicable. (for more specifics, please read the policy of water use which is part of the Request for Water Rate Adjustment Form.) Once your request has been processed, you will be notified by mail.

If your water leak was during the months used to calculate your averaging sewer rate, you may also request a sewer rate adjustment by completing the Request for Sewer Rate Adjustment.

Sewer Rate Calculation

Sewer rates are calculated on the average water consumption billed on your February and March water billings. The February billing includes part of January’s consumption and part of February’s consumption. The March billing includes the remainder of February’s consumption and part of March’s consumption. This average consumption will be used to calculate your monthly sewer rate for a year beginning in April and ending in March.

This method is used to get a fair estimate of what is normally going into the sewer system since most people are not using water outdoors during this period.

Billing Cycle / Route Information

Cycle 1

Routes 14 through 17 read the 1st week of the month

Cycle 2

Routes 18 through 22 read the 2nd week of the month

Cycle 3

Routes 23 through 27 read the 3rd week of the month

Cycle 4

Routes 1 and 2 read during the 3rd week of the month

Billing Example

Tracy Becker
Billing Coordinator

Customer Service

customerservice@woodwaytexas.gov

254-772-4480

922 Estates Drive
WoodwayTX 76712

Hours

Monday through Friday
8 a.m. to 5 p.m.

Important Forms