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Utilities Customer Service

Phone: (909) 798-7516Phone: (909) 798-7516

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.

Suspension of Late fees, Penalties, and Utility Disconnections
On March 17, 2020, the Redlands City Council approved Resolution 8066, suspending late fees and penalties and suspending utility disconnections through April 30, 2020.  On April 30, 2020, the provisions of Resolution No. 8066 were extended for a 90-day period through July 30, 2020. On July 21,2020, Resolution 8124 was adopted and extended the suspension of late fees, penalties, and utility disconnections for a 60-day period through September 30, 2020. On September 30, 2020,  Resolution 8124 was extended for an additional 60 days through November 29, 2020.

Although the suspension of the above mentioned fees, penalties and disconnections have been extended through November 29, 2020, we advise you to pay any delinquent balance you may have in full, or in part according to your ability to do so, as soon as possible. The imposition of late fees is only suspended temporarily, and will resume in the future. All account balances for municipal services must be fully paid, no delinquent balances or portions thereof will be waived or forgiven.

Customer Service Call Center Hours – 7:30 am – 5:30 pm, Monday through Friday, closed every other Friday.  During peak times, you may experience a wait time, we appreciate your patience. Customer Service Call Center is here to assist you with all your utility, services and payment needs. Listed below is a reference of important information and phone numbers at a glance.

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

  • Drop Off: The night drop box located between Customer Service, suite 15A, and the Revenue Office, suite 15B.
    • We do not accept cash in the night drop, 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.
  • Online via RedConnect: an online account information 24/7. Sign up for our free automatic debit payment program . . . 1-2-3 Done!  Click here to create your personal RedConnect account today: My RedConnect Account.
  • Online via SpeedPay: Make an online payment through Speedpay by calling 1-866-269-2896 or visit the SpeedPay website ($3.95 convenience fee).

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

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.

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.

Preparing to Re-Open After COVID-19 – Important Steps to Take
The City would like to remind building owners and business managers of the importance of restoring water quality to businesses after reduced or ceased operations in response to COVID-19. Restoring water quality to businesses is done by flushing stagnate water, caused by reduced or non-usage of water, from the internal plumbing of the building. When water sits in the internal plumbing of buildings for so long, it loses its disinfectant properties provided by the chlorine in the City’s treated and distributed water. This reduction or elimination of the chlorine residual creates conditions where bacterial growth can occur. Flushing with fresh water from the City’s distribution system replenishes your plumbing with high-quality water, free of bacteria. 

To flush your plumbing system, turn on each faucet within the building and let the water run until a noticeable difference in clarity and cooler temperature is observed. Additionally, flush all commodes and urinals at least three times each.

For more information on restoring water quality, please see the EPA’s guidance sheet and checklist or the CDC’s guidance page and toolkit.   For questions regarding the City’s Operational response, please contact the Utilities Customer Service Division at 909-798-7516.

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  to complete enrollment. 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.

Complete and Submit Form Online 
Click on ACH Form Online to complete and sign your authorization agreement on line. You will also be prompted to attach a voided check or savings withdrawal slip from your financial institution to the complete the authorization agreement (deposit slips are not acceptable.)

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 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 the expediting the “stop service” process. 

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Redlands residents warned against utility payment scam

The City of Redlands wishes to warn residents about a phone scam reported by a City water utility customer recently.

A resident contacted the City’s Customer Service office this week to report multiple phone calls from a local telephone number demanding payment of past due utility bills and threatening to disconnect the customer’s water service if the bill is not paid immediately.

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Smiley Library closes in-person services through Jan. 4, 2021

As a result of new State public health orders and increased COVID-19 hospitalizations in the Inland Empire, the Board of Trustees of the A.K. Smiley Public Library voted unanimously Tuesday, Dec. 8, to suspend in-person library services through at least Jan. 4, 2021.

“We regret having to take this step and are hopeful that conditions will allow us to resume in-person services sometime early in the new year,” said Board of Trustees President Bill Hatfield.

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City Hall, facilities to close for holiday season

Most Redlands City Hall administrative offices will be closed beginning Monday, Dec. 21, reopening Monday, Jan. 4. Essential City services, including public safety, Code Enforcement, water distribution and solid waste collection will be in full operation. The City Manager, Assistant City Manager, department directors, City Attorney, Public Information Officer and other executive staff will continue to monitor operations, provide appropriate staff direction and respond to emails and messages as necessary.

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Stationary COVID-19 test site to open at University of Redlands

The San Bernardino County Department of Public Health will open a new stationary COVID-19 testing site at the University of Redlands University Hall beginning Nov. 30. The Department of Public Health is currently taking appointments for the site.

Free testing for the coronavirus will be available from 9:30 a.m. to 5 p.m. Monday through Friday at the campus, located at 1200 E. Colton Ave. The site has capacity for up to 800 appointments a day.

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City begins preparations to implement Measure T in spring 2021

With the apparent passage of Measure T, the City of Redlands has begun preparations for next year’s implementation of the one percent local sales tax.

With 100 percent of precincts reporting, the Nov. 3 ballot measure passed with more than 57 percent of the vote to approximately 43 percent of votes against. The San Bernardino County Registrar of Voters is expected to certify the election results in December.

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City wins 17th consecutive annual award for financial reporting

The City of Redlands was recently awarded the Certificate of Achievement for Excellence in Financial Reporting by the Government Finance Officers Association of the United States and Canada for its FY 2018-2019 Comprehensive Annual Financial Report (CAFR), the 17th consecutive year the City has been recognized with the prestigious honor.

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Bruder Fire at 170 acres; 30 percent containment

The Bruder Fire has burned approximately 170 acres in the Live Oak Canyon area. Containment is 30 percent.

Mandatory evacuations are ordered for East Sunset Drive South from Edgemont Drive to Puesta Del Sol and along Live Oak Canyon Road. Voluntary evacuations are in place on Edgemont, Fairmont and Lantern Crest.

The American Red Cross is providing assistance to anyone who has been evacuated.

Large animals may be taken to El Camino Ranch, 11363 Walnut St. Redlands.

No injuries or structure damage has been reported.

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Redlands playgrounds reopen under new state guidelines

The City of Redlands reopened playgrounds at City parks on Wednesday, in compliance with new state guidelines. It has been a common site for anyone visiting a county or city park: yellow caution tape closing off playgrounds. On Tuesday, the California Department of Public Health released guidelines that allow for the reopening of outdoor playgrounds and other outdoor recreational facilities.

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City hosts ‘Flick or Treat’ Halloween drive-thru, drive-in events

In order to help residents safely enjoy Halloween this year, the City of Redlands will sponsor family-friendly “Flick or Treat” Halloween drive-thru and drive-in movie events. The free events will observe all public health recommendations to keep participants safe.

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Cooling centers will be open this weekend, beginning Friday

In response to a local heat advisory from the National Weather Service, the City of Redlands will expand hours this weekend at its cooling centers, located at the Redlands Community Senior Center and the Joslyn Senior Center, beginning at noon Friday, Sept. 4, and extended through 5 p.m. Monday, Sept. 7.

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Applicants sought for opening on Planning Commission

The City of Redlands invites individuals to apply for an open position on the Planning Commission.

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Community Center to host virtual watercolor classes

The City of Redlands Recreation Division will offer virtual watercolor classes for adults 18 and older at 10 a.m. Mondays, beginning Sept. 14 and continuing through Oct. 5.  Classes will be taught by Cindy Sullivan. The fee is $37 for all four classes. 

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A.K. Smiley Public Library to reopen to the public on Sept. 9

The A.K. Smiley Public Library, which has been closed to the public for nearly six months in response to the COVID-19 pandemic, will resume in-person services on Wednesday, Sept. 9, with new public health measures in place to protect patrons and employees.

“All of us here at the Smiley are eager to welcome our patrons back into the building,” said Library Director Don McCue.  “We have taken many steps to keep everyone as safe as possible.”

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Redlands Senior centers to provide Cooling Center hours

The City of Redlands Recreation Division will offer Cooling Center hours for the public at the Redlands Community Senior Center and the Joslyn Senior Center on days when the National Weather Service issues a heat advisory.

During those days, when temperatures are expected to reach at least 100 degrees, the Redlands Community Senior Center, 111 W. Lugonia Ave. and the Joslyn Senior Center, 21 Grant St., will open from noon to 5 p.m. Monday through Friday. Designated cooling areas with restricted occupancy to encourage social distancing will be available.