Utilities Customer Service

Phone: (909) 798-7516

The health and safety of our customers and staff is a top priority, 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, by authority of the City Council, has extended the suspension of late fees, penalties, and utility disconnections through July 29, 2020.

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.