Frequently Asked Questions
Below are questions that are frequently asked of our Call Center representatives regarding contact information, utility services, deposits, etc. For your convenience, click on the heading below that most closely corresponds to your category of question and the related questions will appear. For example, if you want to know what to do about an unusually high bill, click on water Usage/Consumption.
CONTACT INFORMATION
Where are your offices located?
Below are the addresses of various locations to pay your utility bill. Please note some locations DO NOT accept cash or late payments.
Main Office
325 Central Avenue
Monday - Friday
8 am - 5 pm
Satellite Office
Enoch Davis Center
1111 18th Avenue South
Monday - Friday
8 am - 5 pm
Drop Box Locations (Only accept checks or money orders. No cash or late payments) -
- City Hall - 175 5th Street North (outside the building)
- MSC Building - 325 Central Avenue AND 1 Fourth Street North (outside the building)
- Bank of America - 1135 62nd Avenue North
What are your hours of operation?
Please see the above listed Contact Information for the Main and Satellite office hours of operation
What address should I mail a letter or payment to?
Mail payments to: City of St. Petersburg, Billing & Collections, PO Box 33034, St. Petersburg, FL 33733-8034.
Mail letters to: City of St. Petersburg, Billing & Collections, PO Box 33037, St. Petersburg, FL 33733 - 8037.
What number do I call to speak with a Customer Service Representative?
Dial (727) 893-7341 to speak with our representatives in the Customer Call Center.
UTILITY SERVICES
How do I apply for utility service? Terminate my utility account?
Contact our Customer Call Center at (727) 893-7341 or visit our main office at 325 Central Avenue in downtown St. Petersburg.
What utilities are provided by the City of St. Petersburg?
Potable water, sanitary sewer, garbage container and pick-up, storm water (run off from water drainage systems), and reclaimed water.
Where does the water come from?
The City of St. Petersburg purchases water from our regional water supplier Tampa Bay Water.
What is my garbage collection schedule?
For information on residential collections, call (727) 893-7334. For commercial collections, call (727) 893-7351.
What should I do about my utility service when I go on vacation?
Seasonal customers may place their accounts on standby status or terminate service entirely. For further information on standby service, please contact our Customer Call Center at (727) 893-7341.
DEPOSITS
How much is the utility deposit?
The deposit for a single-family residence is generally $146.82, but that amount varies depending on the size of the meter at the location as well as other considerations. Please call our Customer Call Center at (727) 893-7341 for the exact deposit amount for the location in question.
Why do I have to update my deposit if my water is locked off for non-payment?
If you have less than the current deposit required for your service level when your account if turned off for non-payment, the deposit must be brought up to the current requirements.
When will my deposit be refunded?
Your deposit on a single-family residence is automatically credited to your account after 24 months with a good payment history. A good payment history means during the previous 12 months you have not made more than two payments received after the due date; paid with a check refused by the bank; been turned off for non-payment; tampered with the water meter or used the Citys utility services in a fraudulent or unauthorized manner.
Multi-family and Commercial deposits are held for the life of the account.
What is the interest earned on my deposit?
The interest rate paid on utility accounts is the same as the rate it earns. The current interest earned for a deposit is 5.00%. Bear in mind this rate is subject to the same fluctuations as the national economy.
Do I get the interest when my deposit is refunded?
Any deposit interest earned during the previous fiscal year is paid annually to all applicable utility customers during the month of October.
UTILITY BILL
When will I receive my utility bill?
Utility bills are issued once a month. The exact date your bill will be issued is determined by your meter reading date. Meters are read in specific geographical blocks. For more specific information on the approximate date that your monthly bill will be mailed, please contact the Customer Call Center at (727) 893-7341.
When is my utility bill due?
Your due date will be approximately twelve days after the monthly bill is mailed.
Can I change the due date for my utility bill?
We offer a special program that allows for a permanent extension of your due date if you receive one monthly income such as social security, disability, etc. For details, please call the Customer Call Center at (727) 893-7341.
Can I use a credit or debit card to pay my utility bill?
Yes. You may call our Interactive Voice Response (IVR) system at (727) 893-7341 to make a current utility payment over the phone. If you prefer, you may log into our Online Utility Account Information system at https://actiononline.stpete.org/Click2GovCXP/Index.jsp to view your account information as well as make a payment online.
WATER USAGE/CONSUMPTION
Will the City notify me if they notice high water usage?
Your utility statement is an accurate indication of your monthly water consumption.
It should be reviewed each month for any unexpected increases in water use on private property. We do monitor unusual water consumption and in cases of extreme consumption, as a courtesy we attempt to contact you of a possible leak.
Why is my bill so high this month?
When you receive a higher than normal utility bill its most often because of increased consumption. There could be any number of reasons for additional water use. If you had more than the usual number of people in your home during the previous billing period; filled a swimming pool; experienced a leak; underwent a remodeling project; or, were absent from home and a leak developed/toilet ran while you were away, are just a few of the possible causes of high consumption. Please research the possible reasons for involuntary consumption and make repairs immediately, if applicable. For additional tips on how to resolve high consumption, go to http://www.stpete.org/c2g/information/water_conservation.htm .
MISCELLANEOUS CHARGES
What is the charge for being turned on after your business hours?
When you call the Water Resources department to have your utility service restored after normal business hours, there is a charge of $35.00 added to your next utility statement.
What is the charge for being locked off for non-payment? Turned on after lock-off?
There is a $15 charge when your water service is turned off after being locked off for non-payment. Another $15.00 charge is accessed to have your service turned back on after being locked off for non-payment.
What is the TBW (Tampa Bay Water) charge?
Tampa Bay Water is a government agency that provides wholesale water to Hillsborough, Pasco, and Pinellas counties and New Port Richey, St. Petersburg, and Tampa. The Tampa Bay Water cost line item you see on your utility statement reflects the cost of purchasing water from Tampa Bay Water.
DELINQUENT BILLS
Can I get additional time to pay my utility bill?
Yes, in many instances you may contact our Customer Call Center at (727) 893-7341 to request a payment agreement.
When will I accrue a late charge?
A late charge of $5.00 can be applied to any account with a balance over $15.00 not paid by the due date.
When will I get a second late notice?
Failure to pay your bill by the date indicated on your late notice will result in a second late notice being mailed to the service address and the accompanying fee of $8.00.
LEAKS
Is the City responsible for fixing leaks?
The Citys responsibility ends at the customers side of the water meter. The City maintains the water meter and meter box, and any repairs to this equipment will be performed by the City. The customer is responsible for the area from the meter to the house, and all plumbing inside the house. However, it is the customers responsibility to keep the meter box accessible for meter reading. If you discover you have a leak on private property, you may qualify for an adjustment on your utility bill.
What should I do if I see a fire hydrant or a City water sprinkler spraying water erratically?
Contact the Water Resources department at (727) 893-7261 to report the location of the hydrant or water sprinkler in need of attention.
What should I do if I experience a sewage back up?
Call our Water Resources department at (727) 893-7261 for assistance. If they determine the back-up originated in a City sewer line, they will make the appropriate repairs. If they find the problem started on private property, you will need to contact a plumber to complete the repairs.
ADJUSTMENTS
What are leak adjustments? How do I get one?
Leak adjustments are credits to your utility bill given to qualifying customers who have experienced an involuntary water loss or leak. You may apply for a leak adjustment by forwarding a copy of the plumbers repair bill OR a notarized letter to: Sharon Brown, P.O. Box 33037, St. Petersburg, FL 33733 - 8037. Either document must include the type of leak experienced and the date of repair.
Do I have to pay my bill while waiting for the results of a leak adjustment?
Yes. In certain instances, you may be required to wait until your next scheduled meter reading in order to gauge the amount of adjustment you are entitled to. In the meantime, you should at least pay your average monthly bill amount. If you need assistance in figuring out your average bill amount, please contact the Customer Call Center at (727) 893-7341.
How do I get a pool filling adjustment?
Pool filling adjustments are granted to customers who have either purchased or built a new pool. To apply, forward a copy of the letter of certification from the pool contracting company or, if appropriate a receipt of purchase AND a notarized letter from the account holder requesting an adjustment due to the acquisition of a new pool. The documents should be sent to: Sharon Brown, P.O. Box 33037, St. Petersburg, FL 33733 - 8037.
WATER CONSERVATION
What are the current watering restrictions?
For current watering restriction guidelines, go to http://www.stpete.org/h2oregs.htm.
What days should I irrigate my lawn?
For the days to water your lawn, go to http://www.stpete.org/h2oregs.htm.
How can I save on my utility costs?
For water conservation tips, go to http://www.stpete.org/c2g/information/water_conservation.htm.
SPECIAL PROGRAMS
How do I apply for a toilet rebate?
The City of St. Petersburg is not directly connected to the toilet rebate program. For more information on toilet rebates, please call (727) 894-2044.
Are there any special payment programs for the elderly?
Most elderly customers fit the criteria for our program specifically for citizens that receive one monthly income. For more information on the guidelines of this program and how to apply, contact our Customer Call Center at (727) 893-7341.
Can I make a contribution to others who are experiencing difficulty paying their bill?
We have a program that allows you to make monthly contributions that are distributed through a network of social service agencies. These funds are used to assist other citizens experiencing financial hardships with their utility costs. Call (727) 893-7341 for more information.
RETURNED OR REJECTED PAYMENTS
I have been advised by my bank/credit card company that a recent utility payment was returned/rejected. How do I resolve this issue?
Returned or rejected credit and debit card payments are handled in the same manner as a returned check. A payment can be made upon notification from your bank or credit card issuer. A letter will also be issued from the Billing & Collections Department advising the customer to bring the letter into our office at 325 Central Avenue to pay the original payment amount plus the applicable service charge within 7 days from the date on the letter. Service charges are as follows:
| Transaction Amount |
Service Charge |
| $ 0.01 to 50.00 |
$25.00 |
| $ 50.01 to 300.00 |
$30.00 |
| $ 300.01 to 800.00 |
$40.00 |
| Over $800.00 |
5% of check amount |
|
|
|
If unable to come to the office, send a copy of the letter received along with cashiers check, certified check, or money order for the original payment amount plus the applicable service charge to:
City of St. Petersburg
Billing & Collections
P.O. Box 33034
St. Petersburg, FL 33733 - 8034
You may call our Customer Call Center at (727) 893-7341 for the exact amount owed or additional information regarding the returned check or rejected card payment.
IMPORTANT!!! Please be advised that service to the utility account may be disrupted without further notice if full payment is not received by the date on the letter.
First Time Users
City Hall - 175 5th Street North