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.
Beginning Monday, May 3, the Utilities Customer Service/Revenue Counter will reopen for public access with modifications in place. Face masks and adherence to physical distancing will be required to enter any City facility. The lobby’s new hours of operation are 8:00 am – 4:30 pm, Monday through Friday, with the office closed every-other Friday. Additionally, the Customer Service Call Center’s new hours are 8:00 am – 5:00 pm, Monday through Friday, with the office closed every-other Friday.
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 – 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: Effective June 30, 2021, a new alternate payment provider, Invoice Cloud, will provide service for online payment requests through the City’s website. The previous provider, Speedpay, will remain operational for payment processing through August 26, 2021. After that date, all payment services will be processed solely through InvoiceCloud. 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.