Utilities Customer Service

Phone: (909) 798-7516 Phone: (909) 798-7529

 

Customer Service and One Stop Permit Center lobby hours of operation are 8:00 am 4:30 pm, Monday through Friday, with the office closed alternating Fridays. Additionally, the Customer Service Call Center’s hours are 8:00 am 5:00 pm, Monday through Friday, with the office closed alternating Fridays.

*******************  IMPORTANT COVID-19 UPDATE  *******************
UPDATE ON ACCRUAL of Late fees and Utility Disconnections FOR NON-PAYMENT
The City of Redlands is aware of the challenges faced due to the coronavirus pandemic and the impact it has caused on our every-day lives. In recognition of the financial hardship experienced by many residential and businesses customers, on March 4, 2020, Executive Order N-42-20 was issued suspending water shutoffs due to non-payment. The City of Redlands has complied with this order.  To provide additional assistance to our customers, the City also suspended the accruals of all late charges.

As this pandemic evolves, changes continually occur.  Most recently, a new executive order was issued ending the shutoff protection for non-payment on September 30, 2021.  As a result of this new order, the City will resume water service disconnections for nonpayment of all charges that accrue after September 30, 2021, and become 60 days past due. The City will resume late charge accruals for late payment of charges that accrue after September 30, 2021 and are not received within 26 days of the bill due date.

If you have a delinquent balance, the City would like to encourage you to make a payment, as soon as possible, to reduce your account balance(s), or pay it in full.  To accomplish this, the City is offering a payment plan that provides flexibility and will spread out your delinquent balance over a maximum 12-month period. To start a payment plan, a down payment is required.  Please contact our Customer Service Division to make payment arrangements. You can reach Customer Service at 909-798-7516, between the hours of 8:00 am to 5:00 pm, Monday through Friday, with the office closed alternating Fridays.

To make an online payment now, please visit the Invoice Cloud website at https://www.invoicecloud.com/cityofredlandsca or call 1-855-718-1514.  Invoice Cloud accepts: Credit Cards, Debit Cards, ACH/EFT, Visa®, MasterCard®, Discover®, Google Pay, Apple Pay and E-checks. A $3.95 convenience fee applies to all payment transactions and the maximum payment amount for credit cards is $500, and $125,000 for ACH/EFT. You may also make an on-line payment through your bank, or mail a check to: City of Redlands, PO Box 6903, Redlands, CA 92375. If you have any questions or if we can be of further assistance, please contact our Customer Service Division at 909-798-7516.

Customer Service Call Center Hours – 8:00 am – 5:00 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 Payments: To make an online payment now, please visit the InvoiceCloud website or call 1-855-718-1514.  A $3.95 convenience fee applies to all payment transactions. (note: the fee for using InvoiceCloud and SpeedPay is the same).

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 FREE automatic debit payment programs
  • Review your water usage history, billing history and payment history.
  • Review your service order history.
  • Make an online payment using InvoiceCloud ($3.95 convenience fee charged per transaction).

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

Click here to view RedConnect FAQs

Pay Your Utility Bill ONLINE (without Redconnect)

Pay Your Municipal Services Bill Online using InvoiceCloud®-
 InvoiceCloud® gives you the option to pay your municipal services bill with a credit card,  ATM/Debit  or ACH/EFT transaction from your checking or savings account.  InvoiceCloud accepts Visa®, Mastercard®, Discover®, GooglePay, ApplePay and E-Checks. Also, as an added convenience, you can enroll in “Pay by Text.” To make a payment,  please have your premise address and utility account number available. Please Note that InvoiceCloud charges a $3.95 convenience fee, per transaction, for this service. Click here to Pay Bill Online Now

Pay Your Utility Bill by PHONE

Pay Your Municipal Services Bill by Phone using InvoiceCloud®-
InvoiceCloud® gives you the option to pay your municipal services bill with a credit card,  ATM/Debit  or ACH/EFT transaction from your checking or savings account.  InvoiceCloud® accepts Visa®, Mastercard®, Discover®, GooglePay, ApplePay and E-Checks. To make a payment over the phone, call InvoiceCloud’s toll-free number, 855-718-1514, and follow the prompts. Please have your utility account number available. InvoiceCloud® charges a $3.95 convenience fee, per transaction, for this service. 

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.

Enroll in an Automatic Payment Program

There are two FREE automatic payment program options to choose from, making it easier than ever to pay your City of Redlands utility services bill!

Option 1 -  Bi-monthly AUTOMATIC payment program: Once you enroll, your bank account is drafted for the full amount due on your bill due date. This service is offered through InvoiceClouda third party provider for the City of Redlands.  With InvoiceCloud, you can elect to have payments drafted from your credit card, ATM/Debit card or designated checking or savings account. There is no charge for this FREE automatic-payment service.

Option 2 - 1-2-3 Done! Monthly In-advance AUTOMATIC program: This program drafts from a designated CHECKING or SAVINGS account. Once you enroll, the first draft will draft your bank account for the full amount due on your bill due date. The second draft, which is for one half of your current bill charges, will draft from your bank account 28 days later. So essentially, a draft occurs every month. There is no charge for this FREE automatic-payment service.

How Do I Enroll in an Automatic Payment Program?

There are several ways to enroll in an automatic payment plan–

1) Redconnect 
The easiest way to enroll is on-line through Redconnect. Simply log-on to your Redconnect account and select “Payment Options,” located on the left-side navigation bar. From there select “Set-up automatic payments,” then select the payment option of your choice and follow the prompts.  It is all on-line and convenient.   If you do not have a Redconnect account, you will need to enroll in this FREE service, which provides access to your utility account 24/7. Please click on Redconnect  to enroll today. 

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

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

4) 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 one to you. Once you complete and sign the form, attach a voided check or savings withdrawal slip from your financial institution to complete the authorization agreement (deposit slips are not acceptable). Please mail or bring the completed agreement to our office for processing. See 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 or before the due date. Application for service can be started over the telephone, but the pre-payment must be paid 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 expediting the stop service process.