The City of Redlands is following the guidance of public health
experts to minimize the potential spread of the Coronavirus and
has closed the Redlands Municipal Airport Lobby to the public
from Tuesday, March 17th through Thursday, April 30th.
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 InvoiceCloudwebsite 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: firstname.lastname@example.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.