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Utilities Customer Service

Phone: (909) 798-7516

Utilities Customer Service

The health and safety of our customers and staff is a top priority. Therefore, effective March 17, 2020, the Customer Service lobby has been closed to the public.
On March 17, 2020, the Redlands City Council approved Resolution 8066, suspending late fees and penalties and suspending utility disconnections through April 30, 2020.  The City Manager may extend the provisions for up to 90 days.

However, the Customer Service Call Center (909-798-7516 and 909-798-7529) is here to assist you with all your utility, services and payment needs. Additionally, our website, www.redlandscustomerservice.org is available 24/7 for your convenience.  Listed below is a reference of important information and phone numbers at a glance.

Customer Service Call Center Hours – 7:30 am – 5:30 pm, Monday through Friday.  DUE TO THE ONGOING COVID-19 PANDEMIC AND THE NEED TO SOCIAL DISTANCE STAFF, THE CUSTOMER SERVICE CALL CENTER HOURS HAVE CHANGED.  EFFECTIVE APRIL 6, 2020, HOURS OF PHONE OPERATION WILL BE 8:00 AM – 5:00 PM, MONDAY THROUGH SATURDAY.  During peak times, you may experience a wait time.  We appreciate your patience during this time of uncertainty.

Utility Bills will generate on schedule and be due on the date listed on your bill.

Solid Waste Collection Service remains on schedule and service will be provided on your normal collection service day.

Utility Payments – Payments can be made using one of the following payment methods:

  • Deposit your payment in the night drop box located between Customer Service, suite 15A, and the Revenue Office, suite 15B.
    • For “Cash Only Customers,” please pay by money order, cashier’s check,or call our office 909-798-7516 to pay via debit card.
  • Mail your payment to PO Box 6903, Redlands CA 92375.
  • Make an online payment through your bank (please allow ample time for your payment to arrive by the due date).
  • Make an online payment through Speedpay by calling 1-866-269-2896 or visit SpeedPay. A $3.95 convenience fee is charged by the vendor.

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
Payments – City of Redlands, PO Box 6903, Redlands CA 92375
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.

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.

Account Information and Payments

RedConnect – Access to Your Account Information 24/7. . . Check It Out!

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 our free automatic debit payment program . . . 1-2-3 Done!
  • Review your water usage history, billing history and payment history.
  • Review your service order history.
  • Request a payment extension.
  • Make an online payment using Speedpay (convenience fee charged per transaction).

Click here to create your personal RedConnect account today: My RedConnect Account

Click here to view the RedConnect Redconnect FAQs.

Pay Your Utility Bill ONLINE (without Redconnect)

Pay Your Municipal Services Bill Online using Speedpay
 Speedpay gives you the option to pay your municipal services bill with a credit card (Visa® or Mastercard®,) ATM/Debit (with Pulse®, Star® and NYCE® logos) or with your checking, savings or money market account. To make a payment,  please have your utility account number and the last four digits of the account holder’s SSN available. Please Note that Speedpay charges a $3.95 convenience fee for this service. Pay Bill Online Now or View Speedpay FAQs.

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.

Pay Your Utility Bill by PHONE

Pay Your Municipal Services Bill by Phone using Speedpay
 Speedpay gives you the option to pay your municipal services bill with a credit card (Visa® or Mastercard®,) ATM/Debit (with Pulse®, Star® and NYCE®logos) or with your checking, savings or money market account. To make a payment, Call Speedpay’s toll-free number, 1-866-269-2896, and follow the prompts. Please have your utility account number and the last four digits of the account holder’s SSN available. Please Note that Speedpay charges a $3.95 convenience fee for this service. View Speedpay FAQs.

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.

Pay Using Our Automatic Payment Program, 1-2-3 Done!

To pay your municipal services bill using our 1-2-3 Done! program, there are several options available for enrollment.

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 the completed authorization agreement (deposit slips are not acceptable.) Please mail or bring the completed agreement to our office for processing. See below for address information.

Enroll Online via Redconnect
Once you are enrolled in Redconnect, you can sign-up for the 1-2-3 Done! program online—no paper required! Simply enter your bank account type, bank routing number and bank account number into the system and click on the continue/save button . . . it’s as easy as 1-2-3!

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 you one. Once you complete and sign the form, attach a voided check or savings withdrawal slip from your financial institution to the completed authorization agreement (deposit slips are not acceptable.) Please mail or bring the completed agreement to our office for processing. See directly 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 – Discontinuation of Residential Water Service

Payment Scam

There is a current scam identified in the US affecting payments. It has someone communicating out to consumers about the Federal Reserve having a program that will assist them with their bills.  The consumers are instructed to use a Federal Reserve routing number and their social security number as the bank account.

Here is the Federal Reserve Bank of Atlanta press release.

Federal Reserve Routing numbers are not for consumer use.  Please do not respond to any emails asking you to use a Federal Reserve routing number.

Do not use DOXO.COM to pay your bill

Doxo.com is a third-party bill pay website that appears to be affiliated with the City of Redlands, but it is NOT.  Doxo.com allows people to pay their utility bills through their website, possibly charging the customer extra fees. The City cannot control when we receive the payment from Doxo.com, which could possibly result in accruing a late charge, and/or the payment may be posted to the wrong account.

Please do not use Doxo.com; instead, please use one of the options listed on our website to pay your utility bill.

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 before the due date. Application for service can be started over the telephone, but the pre-payment must be received 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 Service Now, Call 909-798-7516.

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 Now, Call 909-798-7516.

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Residential structure fire limited primarily to chimney

Redlands Firefighters responded to a residential structure fire at an occupied home in the 1200 block of Dearborn Street Tuesday evening, March 31.

Responding units arrived shortly before 7:30 p.m. to find light smoke showing from the chimney of a two-story, single-family home. The fire was rapidly extinguished by the first units on scene.

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Two arrested in connection with pair of armed robberies

Redlands Police arrested two people Monday, March 30, in connection with two armed robberies.

On Sunday afternoon, March 22, an ARCO gas station at 902 Orange St. was robbed at gunpoint by a suspect wearing a hooded sweatshirt and a white surgical mask.

Five days later, on Friday, March 27, a suspect wearing the same clothing robbed a 7-Eleven store at 1256 Orange St. The robber escaped in a vehicle occupied by another two people also wearing hooded sweatshirts and white surgical masks.

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Interactive map offers guide to open local businesses

The City of Redlands has launched an interactive map to help residents locate local businesses that are open and providing necessary services available during the current stay-at-home order.

Redlands Open for Business is provided to help Redlands residents access necessary services while supporting local businesses authorized by the State of California to operate during public health stay-at-home orders. The map will be updated as information becomes available.

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Applications sought for Human Relations Commission

The City of Redlands invites individuals to apply for a position on the Human Relations Commission.

The Human Relations Commission was established to foster peaceful relations among persons of different races and national origins. This commission serves in an advisory capacity to the City Council and to aid the City in achieving better human relations by providing assistance to all persons or groups in promoting good will and better relations among all people. The Human Relations Commission meets on the second Monday of odd-numbered months at 5:45 p.m.

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City Council approves moratorium on evictions for non-payment

UPDATED MARCH 27

California Gov. Gavin Newsom issued an executive order Friday, March 27, banning the enforcement of eviction orders for renters affected by COVID-19 through May 31, 2020. 
Under the terms of the resolution approved by the Redlands City Council on Thursday, the governor’s action suspends that resolution which established a moratorium on residential and commercial evictions.

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City skate park, sports courts, playground equipment closed

In an effort to further slow the spread of Covid-19 (novel coronavirus), the City of Redlands on Monday closed and locked the Redlands Skatepark, Redlands Dog Park and all sports courts, including tennis and pickle ball courts. Basketball hoops have also been removed from all outdoor basketball courts at City parks.

In addition, playground equipment at all of the parks has been cordoned off and may not be used.

City parks and trails remain open, however residents are encouraged to avoid gatherings and maintain appropriate social distancing while using the parks.

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Redlands Senior Helpline offers resources during pandemic

In response to the impacts of COVID-19 (the novel coronavirus), the City of Redlands has established a senior citizen helpline and website to provide information on local resources available to the community.

The Senior Helpline number is (909) 798-7579. The helpline is available Monday through Friday from 8 a.m. to 5 p.m.

The Never Alone website can be found at www.cityofredlands.org/neveralone.

The following is a list of some highlighted resources:

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Essential City services will continue following governor’s order

Following Gov. Gavin Newsom’s March 19 order that California residents remain at home, the City of Redlands wants to assure residents that all essential City services, including public safety, water treatment and distribution, wastewater treatment, solid waste pickup, infrastructure maintenance, animal control and other critical services will continue.

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A message to our residents

These are turbulent times. The situation is changing daily and the impacts of COVID-19 (the novel coronavirus) and the uncertainty around us only adds to the public health and financial anxiety we are all feeling.

The City Council, City Manager and the staff at the City of Redlands want all of our residents to know that, while many things are different, we are still working hard to provide service to our community and especially to safeguard the public health, safety and welfare of everyone in Redlands.

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City facilities and offices closed to the public

UPDATE AS OF MARCH 27

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Smiley Library implements coronavirus precautions

In the interest of the health and welfare of patrons and employees, the board and staff of the A.K. Smiley Public Library are implementing immediate steps to cancel or postpone gatherings of more than 250 people and limit smaller gatherings that do not allow appropriate social distancing, in keeping with recent guidelines from the California Department of Public Health.

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Market Night, Farmers Market canceled through end of March

Following the urging of California Gov. Gavin Newsom on Wednesday to cancel or postpone public events with more than 250 people in order to limit the spread of the coronavirus, the City of Redlands will discontinue its Thursday night Market Night and Saturday Morning Farmers Market through the end of March. In addition, the Downtown Art Walk, scheduled for March 29, has been postponed to an indefinite date.

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Coronavirus test negative

A patient who was treated by Redlands Fire Department Firefighter/Paramedics on Monday morning, March 8, tested negative for the Novel Coronavirus. The results were released Tuesday afternoon. The Firefighter/Paramedics, have been released from a voluntary self-quarantine and may return to regular duty. Redlands paramedics first came in contact with the patient during a medical emergency call for respiratory difficulties.

Article San Bernardino County Department of Public Health

Governor declares State of Emergency; County reports no local cases

The San Bernardino County Department of Public Health (DPH) continues to work with the Centers for Disease Control and Prevention (CDC) and the California Department of Public Health to respond to reports of coronavirus (COVID-19) as it is quickly evolving.

No cases have been reported in San Bernardino County.

View the press release:
https://bit.ly/2wu1EEa

To access the Coronavirus Disease 2019 webpage:
wp.sbcounty.gov/dph/coronavirus

#coronavirus #covid19 #publichealth #stateofemergency #sanbernardinocounty

Article San Bernardino County Department of Public Health

County continues to monitor COVID-19; reports no local cases

The San Bernardino County Department of Public Health (DPH) continues to work with the Centers for Disease Control and Prevention and the California Department of Public Health to respond to reports of coronavirus (COVID-19) as it is quickly evolving.

No cases have been reported in San Bernardino County.

To access the Coronavirus Disease 2019 webpage:
wp.sbcounty.gov/dph/coronavirus

To view the press release:
https://bit.ly/3cAb6X8

#publichealth #covid19 #coronavirus

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CPR, AED and First Aid training offered at Community Center

Learn to save a life and become certified in CPR, AED and First Aid. This course teaches participants critical skills needed to respond to and manage an emergency situation. The course also meets the guidelines of the American Heart Association.  Participants will receive a comprehensive and illustrated CPR, AED and First Aid student workbook and a two-year certification card. This course is recommended for ages 13 and above and is not for health care providers or state licensed childcare providers.  

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Community invited to meet and greet with new City Manager

Portrait of City Manager Charlie M. Duggan Jr.

The community is invited to meet Redlands’ new City Manager, Charlie M. Duggan Jr., during two upcoming public receptions.

The first reception will be held from 6 to 8 p.m. Wednesday, Jan. 29, at the Contemporary Club, 173 S. Eureka St.

The second reception will be held from 6 to 8 p.m. Friday, Feb. 28, at the Redlands Community Center multi-purpose room, 111 W. Lugonia Ave.

Both receptions are open to the public, and residents or other interested parties may attend either event. Light refreshments will be served.

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Volunteers clean up tobacco litter at local skate park

Volunteers clean park area and benches

Members of the Redlands Community Center Youth volunteers, known as “Teens Inspiring Others,” conducted their second tobacco litter cleanup on Monday, Nov 25.

As part of the #freeourbackyard campaign, the volunteers, partnering with the Common Vision Coalition and the Institute for Public Strategies, collected cigarette butts and tobacco litter around Sylvan Park’s picnic area and skate park. Within 40 minutes, the youth volunteers picked up more than 2,167 cigarette butts, tobacco-related litter and marijuana paraphernalia. 

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Fire Department will discontinue sharps exchange program

Sharps container

Beginning Jan. 1, 2020, the Redlands Fire Department will discontinue the Sharps Container Exchange Program at Fire Station 261.

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Redlands Police facility temporary closure planned

The Redlands Police Department facility at 1270 W. Park Ave. will be closed temporarily beginning Friday, Dec. 6, to allow for the installation of new flooring in the Emergency Operations Center.